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Company: It’s group of people, material and financial assets, organized in order to produce something or provide a service, in the aim to gain a benefit.

1.1TYPES OF COMPANY: Manufacturers:  materials in Products, Distributors, Retailers: Goods to consumer. FIRM ORGANIZATION: Formal: established by the direction of the company, prevent overlapping, Informal: It comes up from the common interests of the different groups legal structures: Sole trader, Partnership, Private company, Public company. Entrepreneur: planning, start-up, growth, maturity, exit strategies and risks.

1.3. ORGANIZATION AND DEPARTMENTALIZE OF COMMERCIAL FIRMS. Department: a division or branch which is in charge of a concrete activity within the company. Departmentalization: to organize the formal structure of the company in different departments and the relations among them,Staff: group of people specialized in different areas. FUNCTIONS AND DEPARTMENTS: Purchasing, Production, Finance and Accounting, Human Resources, Administration, Legal, Technology, Health.

2. DESCRIPTION OF BASIC ORGANIGRAMS: In any organization should be:some authority and hierarchy principles which plan and control its functionsandSome principles of division of the labour and Specialization.//organization chart is the graphic representation of the organization structure of a company. Organigrams show the following elements: Department name, workplace, name and position or the workers and the managers of each section./Hierarchical relationships/Communication flows o data transmission.//There are different types of organization charts depending on: The way the graphic is represented: Vertical, Horizontal, Circular Organization Chart The lines of authority shown: Hierarchical, Functional, Mixed  Organization.

3. C.s. DEPARTMENT: actions by which a company: Handle the relationship with its current and potential customers, Before or after the product purchasing, With the aim of achieving the higher satisfaction level.A company focused on customers often centralizes customer relationship in a specific and specialized area: the Customer Service Department. OBJECTIVES: Analyse the customer behaviour and keep a direct relationship in order to be able to solve any question, incident, problem o complaint. FUNCTIONS: Dealing with and solving customers’ requests, suggestions, and complaints./ Obtaining and handle information: records and classifies to be reported/ Solving any incident from the after-sales service. Customer’s information: resolving doubts and queries about how to use the products and informing the clients about their rights. After-sales Service: Customer Service Department Bridge between the client and the after-sales technical service.

3.1. C.S ORGANIZATION: Depending on the type of company, Customer Service Department may have greater lesser importance( the closer+, wholesalers-, biggest companies+, trading+) customer service plays a secondary role, there may not exist a specific department for these functions or customer service may be carried out within the Marketing Department. When more importance is given to customer service, a Customer Service Department is often established, separated from sales and marketing.

3.2. INTERRELATION WITH THE REST OF THE COMPANY’SDEPARTMENTS: Relationship among the different company departments should be as smooth/fluid and efficient as possible in order to reach that processes are fulfilled in an appropriate way. The factors that determine the relationships are: The different factors that determine the relationship among departments are: Responsibilities setting, Level of interdependence and Harmonizing of objectives. All departments in the company must be involved in the customer service but however, it’s not easy to involve. Each problem gives us the opportunity to act, to decide, to prove our company integrity, It’s then when there is an opportunity to show a competitive difference.



3.3 C.S.PERSONNEL: People who carry out customer service functions must have highly developed communication and personal relationship skills by means of training their social abilities. The domestic business environment affects directly services staff and influence outside customers (service, human resources, workplace, coordination, communication, environment matters) Public relations profile:  Responsible, Flexibility, good level in languages,  communicative  and social skills, Methodical and organized, Handling communication by technology tools. QUALITY C.S Factors: Credibility, Empathy and politeness, Competence, Responsiveness, Security and confidence, Reliability, Effective communication, Customer understanding.

4. IMPORTANCE OF CUSTOMER SERVICE IN THE CORPORATE IMAGE: It is the perception that people have about a company. On the other hand, the corporate image is the attitude of the company in coherence with the values ​​it claims to have. The corporate image must be made with the following two concepts: Attitude of the components of the entity and visual identity. Differentiating element against competence and Using communication campaigns made by public relations. aspects transmitted by a good corporate image are:Good customer service, Fulfilling the protocol rules, Good business relationships, Having a good presentation of the company and its products, Ensure the quality, Taking care of the design.//
Any company must take into account the importance of having a good customer service to get a proper corporate image that generates a good reputation.

5. DATA-PROCESSING MANAGEMENT OF THE RELATIONS WITHCUSTOMERS:
Currently companies use new technologies to be more competitive in customer relationships. This improves the access to information when and where it is needed with the objective of saving resources and time
While creating more customer satisfaction.

5.1. THE CALL CENTERS: a tool of communication and relationship with customers using the phone as a way of communication, in order to attract and retain them. Also to meet the needs and provide a specialized service for each client. MAIN OBJECTIVES OF A C.C: Saving: Business cost, Calling and Waiting time, Personnel and their Learning Time. Increasing: Quality of the service, Customer satisfaction, Competitive position, Customer retention. THE BEGINNING: They were born to give an immediate service to the customer by phone, in its beginning it was only informative and it have been the base to create the contact centres. CONTACT CENTRES: integrate a lot of channels of interaction such as phone, email, SMS, etc. /Internet and electronic commerce: virtual centers: allow the client or potential client to have a conversation face to face with the person who is in the center. Thanks to these advances they become an element of the companies CRM system (Customer Relationship Management).

5.2. CRM SYSTEMS: specific software that helps to manage customer relationships to make the most of the customer data and the sale representatives to do their work better is not a new organization of work, but it is the result of mixing old business methods with information technology. The ultimate goal is to have at any time any information about any client,  to meet their needs and to get market research . Advantages of a CRM: have all client data and information updated and together, It allows us to pay more attention to market opportunities and potential customers and Cross sale due to knowing the behavior and preferences of the client. THE CRM IN THE COMPANY:Improves the handling of customer information in every way. The CRM definition of a company has two different variants: Customer-oriented business strategy//Joint use of specific hardware and software to treat and study customer information.