Browsing by Author "Rojas Criollo Verónica Isabel"

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    Propuesta de un manual de servicio para la asociación de bares y restaurantes de la ciudad de Cuenca (AREC)
    (Instituto Superior Tecnológico Particular Sudamericano, 2025) Ramon Ríos Adriana Michelle; Rojas Criollo Verónica Isabel
    In the city of Cuenca, deficiencies have been evident in terms of customer service. This project presents a proposal for a customer service manual focused on establishing standards as well as behaviors that staff must adopt so that the customer has the best experience, through the identification of effective practices. The manual offers useful information that promotes quality care and positive interaction between staff and customers. Essential aspects will be addressed in depth, such as effective communication, understanding other people's points of view through empathy, and appropriate strategies for constructive conflict resolution. The objective will be to develop key interpersonal skills that allow for stronger relationships and better mutual understanding. The objective is to provide companies with a practical tool that contributes to customer satisfaction, loyalty, and ultimately, to business success. Using the methodology of a mixed approach, both qualitative and quantitative, since a previous investigation was carried out by the Research Group of the South American Institute. This project aims to go beyond merely meeting customer expectations. Its goal is to surpass those standards by cultivating a culture oriented towards providing exceptional service. In this way, it seeks to generate loyalty and offer truly unique experiences to consumers. Beyond simply complying, the objective is to create a differentiating bond through superior attention, which leaves a memorable impression on customers. The intention is to position the organization as a benchmark in service quality, exceeding user expectations and turning them into brand ambassadors.