Klientų aptarnavimo tobulinimas UAB „Delta“

Juškytė, Rugilė

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Klientų aptarnavimo tobulinimas UAB „Delta“

Juškytė, Rugilė

URI: http://dspace.kaunokolegija.lt//handle/123456789/751

Data: 2018-06

Santrauka:

Darbe nagrinėja teoriniu aspektu klientų aptarnavimas, atliekamas tyrimas, naudojant anketinę apklausą. Suteikiami pasiūlymai, kaip gerinti klientų aptarnavimą. Klientų aptarnavimo tobulinimo analizė yra labai svarbi įmonei, kurioje dirba daug darbuotojų, taip pat aktuali ir specialistams, ir naujiems darbuotojams ką tik įsidarbinus ar ieškantiems darbo.

Description:

Rugilė Juškytė. Professional BA thesis. Client service improvement. Supervisor Lecturer Audrone Alijošiutė. Kauno Kolegija/ University of Applied Sciences, Faculty of Management and Economics, Department of Administration. - Kaunas, 2018. 45 pages. The main problem of the (professional BA thesis) - In order to satisfy customer needs, it is necessary, first of all to find out their needs. However, the customer is not always satisfied with the service. What are the customer service enhancements to meet customer needs The aim of the (professional BA thesis) - Identify opportunities for improving customer service in retail Methods of the (professional BA thesis): • Literature analysis. • Questionnaire survey. The structure – The theoretical part - the analysis of literature covering the importance of the service process for the success of the company's activities, customer needs. In the analytical part - a study that helps to investigate what the staff is lacking before a good service. In the design part - recommendations on how to promote higher employee satisfaction with work and higher quality of customer service. The results/conclusions: appropriate and high-quality customer service is often a distinctive feature of the company, i.e. if the company is able to always satisfy its customers, the name of the company will always be mentioned only positively. This is because the customer's practical needs are focused on the company's products and services that meet their expectations. Proper customer service in retail is primarily characterized by proper communication between the seller and the customer. Communication can be understood as a process in which information is sent and exchanged between one person and another person. Since proper communication between the customer and the seller can ensure close relationships that can potentially evolve into long-term cooperation, the relationship between the seller and the client has a significant impact. It is recommended to apply LEAN system for the company ir order to improve client service. Recommendations: The company should implement the Lean methodology and do capacity building. The work consists of 45 pages, 13 pictures, 17 references and sources of information, 2 appendices.

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