Diseño de un modelo de gestión relacional en el área de servicio al cliente de la Empresa Panadería y Pastelería Pan-Van de la ciudad de Riobamba, periodo 2013

Abstract

The present thesis “Design of a Relational Management Module in the customer service area of the enterprise Pan-Van bakery and pastry shop in Riobamba city , 2013 period”, aims to propose a relational management design for Pan-Van Bakery an Pastry shop, which has been offering its products for more than twenty years and is positioned in the local market , although it owns a good organizational structure and acceptance from Riobamba´s citizenship, it does not have an optimal sales volume and has not obtained an high customer satisfaction. The relational management model is a group of strategies which will have to be used , this helps to achieve the customers satisfaction, for proposing to their loyalty as well as the raise of its sales. The strategies have been designed taking into account the needs and requirements expressed by the clients. With the application of this thesis, the enterprise ensures to have a permanent improvement on the technical staff in each work position, moreover as an efficient method of activities control and labor performance. With the development of this thesis, it is intended to increase 6% of annual sales and to obtain the total satisfaction of the external clients.