Importancia de la gestión de la calidad en el mejoramiento del servicio al cliente

Abstract

This article highlights the importance of quality in customer service for organizations, since it is part of the competitive advantages, since it contributes greatly to their permanence in the market and improves their profits, the application of The quality standard ISO 9001 of 2015 to customer service, describes how quality serves as a platform to develop from within the organization, processes focused on ensuring that the characteristics present in the service meet the requirements demanded by the customer and fill your expectations, that is to say quality sea, in order to achieve total customer satisfaction; Finally, some important tools for measuring customer satisfaction are shown, whose information is necessary for the purpose of continuous service improvement.