Diseño del modelo de servicios para las terminales de transporte de Medellín

Abstract

This work you let to visualize a detailed analyze from the perspective of customer service or customer satisfaction, in the terminales de transporte de Medellin, where was analyzed something factors and variables inherent to the culture and customer service management. This study was generated from many interrogatives related with the perspective of service and with mission that it have actually all the company of to be more competitive with respect of global environment, where the terminales de transporte de Medellin can’t to be outside. From this approach has sought to determine how a culture of service or customer orientation it could contribute to a better understanding of their needs and thereby would get a better relationship with customer. The proposed service model was promoted with the objective that to establish clear guidelines as: communication, training and awareness of all employees of the company with the firm intention of guiding the goals towards creating a culture of service in the terminales de transporte de Medellin.