MANAGEMENT OF STRATEGIC SERVICES AND CUSTOMER ATTENTION DECISIONS OF TELEPHONE OPERATORS, HUANCAVELICA 2020

Abstract

Objective:To determine the relationship of the management of strategic services with the decisions of customer attention of telephone operators, Huancavelica 2020. Method:Non-experimental and correlational research. Were analyzed theses and scientific articles on service management, attention and sales of telephone operators. The population was 258 and the sample was 70 workers and customers from the telephone operators of Bitel, Claro and Telefónicaz. Was applied the questionnaire validated by expert judgment and reliable (Cronbach's Alpha = 0,78). Results:the majority workers and customers responded that they almost always offer quality services (34,56 %), few regularly (14.84%); make offers of commercial service (39,72 %), few never (7.42 %); perform the decision process (36,01 %), few never (11,01); are sales decision-makers (35,44 %), few almost never (13,42 %). It is required to inform functionalities the characteristics of the product about the price, quality and conditions of the service appropriate to the economic and social condition of the client, considering offers and low prices. The sales are influenced by the talent, service skills attention, options of purchase and service offered by the seller. Conclusions: Service management is highly related (0.743) to customer service decisions of telephone operators in the city of Huancavelica. The critical level 0.000 is less than 0.05%, rejects the Ho.