Atendimento ao cliente : um estudo de caso no setor pós venda da Contorno Veículos

Abstract

The purpose of this paper was to analyze how customer service in the after-sales service is performed to ensure the loyalty of customers of a large company. In this way, the objective was to evaluate the perception of customers, salespeople and management regarding the service process, with the purpose of contributing to the management of the company and also to studies of the academic scope of the area. To this end, as a study site, a company of the automobile sector was chosen intentionally, located in the city of Aracaju, state of Sergipe. A case study was used as a descriptive method, using as a data collection technique a structured questionnaire with closed questions directed directly to 40 clients to ascertain the levels of satisfaction regarding the service received, the products / services and the environment of the company. In addition, the perception of three vendors and a manager was also analyzed. From the research carried out, one can verify the degree of satisfaction of the clients of the company and seek to create better strategies that seek to satisfy them and keep them faithful to the company. Lastly, in general it was not possible to identify negative points related to the mentioned aspects, which shows that the company has a good position before the market.