O setor de customer service

um estudo de sua importância nas parcerias e contratos comerciais dos armadores

Abstract

The general objective of this study was to identify the importance of Customer Service and quality as a competitive differential in the commercial logistics of the world's three largest shipowners. The shipowners are the ones who transport most of the cargo in international trade, helping in the development of the countries they pass through and are a fundamental part in the functioning and growth of the economy. As the market is globalized and competitive, shipowners need to develop different strategies to attract and retain customers. The purpose of this article is to present the main activities of Customer Service in the commercial environment of Shipowners and how they can contribute to the improvement of service levels and the maintenance of partnerships and contracts with customers. Thus, based on an understanding of the need for the relationship between the company and the customer, the following problem and initial question are posed in the research project: What are the advantages of applying quality Customer Service to the customers of Shipowners? The methodology applied to this research was the case study, through the combination of qualitative and quantitative methods, together with bibliographic research and descriptive exploratory research, using the deductive method. And, a questionnaire was also used, which was answered by thirty people, customers of the Ship Owners under research. During the interview it was possible to understand that quality Customer Service is an important competitive factor, and in this way it can build customer loyalty and sign commercial contracts with the Shipowners.