Essential components of teamwork and service to internal and external clients
Keywords:
Marketing, Teamwork, Customer, Customer Service, Sales, Motivation, Human Relations, Conflict ManagementAbstract
The article analyzes a series of basic components for customer service from a marketing point of view. It begins with the explanation of several characteristics that are required for a company to crystallize the teamwork that, in the end, will provide the success or failure of that company. These characteristics are: work relationship, cooperation, companionship, communication, motivation and leadership. Subsequently, the article presents a section that examines human relations and conflict management in organizations, emphasizing the attitudes, aptitudes and types of personalities that human beings manifest as part of their essence. Finally, this text includes a section that highlights concepts related to customer service and sales techniques that exist today.
References
Alet, J. (1996). Marketing relacional. Cómo obtener cliente(a)s leales y rentables (2ª ed.). España: Gestión 2000.
Barncatto, G. (2005) Curso Técnicas de Venta. [En línea]. Disponible en: http://www.mailxmail.com/curso-tecnicas-ventas
Berry, L. (1996). Un buen servicio ya no basta. Cuatro principios del servicio excepcional al (a la) cliente(a). Colombia: Norma.
Caja de Herramientas ABC Pymes. (200?) Técnicas de Ventas. [En línea]. Disponible en: http://www.infomipyme.com/Docs/GT/Offline/ventas.htm
Carr, C. (1992). La vanguardia del servicio al (a la) cliente(a). [Front-line customer service]. España: Diaz de Santos.
El Universal. (2008). Ofrecen técnicas de venta por Internet. En: El Siglo de Torreón.com.mx. [En línea]. Disponible en: http://www.elsiglodetorreon.com.mx/noticia/393297.ofrecen-tecnicas-de-venta-por-internet.html.
Lovelock, C. (2004). Administración de servicios. Estrategias de marketing operaciones y recursos humanos. México: Pearson.
Olamendi, G. (200?). Atención telefónica. [En línea]. Disponible en: http://www.estoesmarketing.com/Habilidades/Atencion%20Telefonica.pdf
Downloads
Published
How to Cite
Issue
Section
License
Bibliotecas provide immediate open access to their content, based on the principle of facilitating research to the public free of charge and free of charge to promote the global exchange of knowledge.
The journal Bibliotecas is a publication hosted by a public higher education institution, which is supported by public resources. Since its inception, the magazine has offered all its contents free of charge without any restriction on the rights of: reading, downloading and printing in full text. Works published in libraries may be analyzed, quoted and reproduced in whole or in part, mentioning the original source.
The journal Bibliotecas is licensed under the Creative Commons Attribution - Non-Commercial - Share Equal, 4.0 International license; therefore, it is allowed to: share, copy and redistribute the material in any medium or format.
Este obra está bajo una licencia Creative Commons Atribución-NoComercial-CompartirIgual 4.0 Internacional.
