Actividades operacionais de customer service - sistemas, procedimentos e processos

Abstract

The constant evolution and change of today’s goods and services market characteristics, of the technological processes’ requirements, as well as, the growing complexity of the clients’ needs, forces companies to continually improve and adapt their services. The implementation of the continuous improvement philosophy is a key factor for a company’s success. This philosophy gives answers at both internal and external levels, for instance, in the mapping and optimization of a company’s internal processes and in creating better and more suitable Customer Service’s scripts. The present Internship Report aims to provide a detailed and complete analysis, at both internal and external levels, of Ascendi’s Customer Service processes and activities. The internship was allocated in the team Grupo de Trabalho Performance and Satisfaction Improvement, mainly due to this team’s primary goal and function: to introduce and apply the continuous improvement philosophy in all Ascendi’s activities performed by the Direcção de Portagens Department. Projecto de Mapeamento e Documentação dos Processos do Serviço de Apoio ao Cliente was the internal analysis developed during the internship, and the main focus of this thesis. This project consisted in the study and mapping of all the activities performed in Serviço de Apoio ao Cliente, along with the collection and codification of all supporting documents and programs used in such activities. Through Projecto de Mapeamento e Documentação dos Processos do Serviço de Apoio ao Cliente, it was possible to build a solid operational analysis basis, that allows the efficient mapping of all Ascendi’s activities, as well as, the identification of critical points and the development of future and improved versions of this company’s activities. Regarding the external analysis, it was developed the Programa de Fidelização project. In this project were defined some practices that Ascendi can implement in order to improve its image in the public-eye and create long, stable and loyal relations with its clients. The main output of this project was to create guidelines and suggestions that Ascendi can use in the creation of a long-term Customer Loyalty strategy. This internship has proved to be an enriching experience, both from a technical and human sides. It allowed the acquisition of a deeper and more practical knowledge, about the operational and relational challenges and requirements, felt by a company in the performance of its daily activities.

Date of Award	2014
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Sofia Salgado (Supervisor) & Diogo Carneiro (Co-Supervisor)