Propuesta de un modelo de gestión de servicio al cliente para el sector gremial Thesis

short description

  • Master's thesis

Thesis author

  • Ramírez Gutiérrez, Giovanny


  • During the last two decades the Customer Service Management has gained a more strategic position within the organizations regardless of the sector that is immersed. This has originated because the administration has understood that, in a global context where the market evolves at a fast and permanent pace, the creation of differential goods and services becomes the most powerful tool for consumers to choose to continue or stay with A single offer. Unlike traditional sectors of the economy, unions must ensure the interests of their associates, represent them and achieve the common good for the sector, while consolidating their confidence for the strengthening of the relationship and their permanence in the guild. . The concept of customer loyalty is ethereal and complex to manage in a long-term relationship, and that is where the ability to generate customer relationship and service strategies acquires value. This applied business project proposes a proposal on how to manage customer service in trade-union organizations, where customers are at the same time their partners, and where the offer of services is largely focused on representing the interests of the sector before the different entities and competents institutions. The proposal is based on a strategic model supported by two components, the first refers to the Customer Service Management Model itself, which includes actions and tools to strengthen the relationship with partners. The second component focuses on the client-centered corporate culture, which includes actions to guide the behaviors of employees based on the satisfaction of the associates with the service provided by the guild.

publication date

  • February 2, 2020 10:49 PM


  • Associations
  • Customer service
  • Guilds
  • Service model
  • Strategy

Document Id

  • 4a49378b-c134-4d4c-82e0-fd3fb8a6a94e