A IMPORTÂNCIA DA CAPACITAÇÃO EM ATENDIMENTO AO CLIENTE: UM ESTUDO DE CASO DE UMA EMPRESA DE SOLUÇÕES NO VAREJO, ATACADO, INDÚSTRIA E SERVIÇOS

Abstract

Maintaining customer attention must be a purpose of the organization that objectively determines - between company and customer - a relationship of trust and compensation; and to cultivate new ones, it is necessary to value them. One of the ways to carry out this task proficiently is to invest in the quality of service, through the adequate preparation of employees. Being up to date is necessary, because although we know that the company already determines what characteristics the employee must present to be able to apply for the job offered, today, as everyone knows, the globalized world quickly changes our reality, which requires our constant adaptation. Therefore, employees also need to be constantly updated to ensure good service. Many companies, especially large ones, are prepared for this. Knowing this, our main objective in this research was to identify and describe in one of the largest current companies in the municipality of Ipameri – Gazin – what training courses are offered to employees responsible for sales. To this end, we initially carried out a bibliographical research and, consequently, after interpreting the data obtained from the courses, a qualitative descriptive research. It should be noted that this is a descriptive research only of documents, reports and courses offered by Gazin. Positive aspects about the impact of these courses on the performance of sales employees cannot be measured here, as field research was not carried out directly with employees.