Proposta de um modelo de processos para a gestão do serviço de pós-venda de uma pequena empresa varejista

Abstract

This work sought to develop a new after sales approach, focusing on technical assistance of a small appliance retail business, with the objective of improving processes, reducing costs and increasing customer satisfaction, seeking to achieve customer loyalty. Currently, the company after-sales processes can be considered deficient and difficult to manage. For this, studies were done on the basic concept and the existing after sales structures, with the objective of formulating strategies and processes hat could improve the company's after-sales, focusing in the process of logistics, information, finance and mainly on customer loyalty. It was concluded that the improvement in after-sales processes can bring benefits in relation to the customer and the economic situation of the company.