A gestão do conhecimento no atendimento a clientes

Abstract

In the competitive automotive market in Brazil, with products increasingly resemble, respecting the different segments, the spread of companies have been investing in excellence in customer service. This paper examines how some companies in the business of car sales, known as utilities, has been using knowledge management as a way to standardize the procedures in the area of customer service and strengthen relationships in search of his loyalty. In conclusion it is shown that using knowledge management to standardize the service processes can get better rates and customer satisfaction.