ATENDIMENTO COMO DIFERENCIAL NO SETOR DA TELEFONIA MÓVEL

Abstract

This research highlights the importance of offering a quality service as a differential to attract, retain and retain customers. One of the key differentiators for the survival of any organization is a differentiated strategic plan that can define how to meet consumer expectations and maintain a long-term relationship. The mobile companies rely on the tool provided by Anatel to measure public satisfaction and whether the "needs" of customers are being met. Bibliographical researches and on-line researches were carried out in sites specialized in the subject, in search of detecting the techniques used to overcome competitors and gain a favorable position in the market. The objective is to analyze the techniques used by the telephone companies for good customer service, valuing services and products, promoting knowledge about current technologies and reporting how the differentials in competitive strategies interfere in the achievement of the company's marketshare. The present work made possible a better understanding of the current customers of the mobile telephony sector, proposing a change in the way the companies concatenate as the customers. He concluded that, an effort is needed to achieve adequate care, despite the difficulties with the macro-environment; Another challenge for companies is to practice pricing that meets the prospects needs of each audience. Whereas a differentiated approach to the market will enable operators to achieve favorable results.