{"id":5750,"date":"2022-04-07T21:59:59","date_gmt":"2022-04-08T02:59:59","guid":{"rendered":"https:\/\/www.aldia.unah.edu.pe\/?p=5750"},"modified":"2023-03-10T12:47:28","modified_gmt":"2023-03-10T17:47:28","slug":"la-flor-de-servicio","status":"publish","type":"post","link":"https:\/\/aldia.unah.edu.pe\/?p=5750","title":{"rendered":"Flor de Servicio"},"content":{"rendered":"\n<figure id=\"attachment_1093\" aria-describedby=\"caption-attachment-1093\" style=\"width: 113px\" class=\"wp-caption alignleft\"><img decoding=\"async\" class=\" wp-image-1093\" src=\"https:\/\/www.aldia.unah.edu.pe\/wp-content\/uploads\/2020\/06\/kety-foto-2-e1594982215633.jpeg\" alt=\"\" width=\"113\" height=\"170\" \/><figcaption id=\"caption-attachment-1093\" class=\"wp-caption-text\"><span style=\"color: #ff0000;\">Ketty Maril\u00fa Moscoso Paucarchuco<\/span><br \/><span style=\"color: #ff0000;\">kmoscoso@unah.edu.pe<\/span><\/figcaption><\/figure>\n<hr \/>\n<p style=\"text-align: justify;\"><span style=\"color: #000080;\"><strong><span style=\"font-size: 14pt; font-family: helvetica, arial, sans-serif;\">La Flor de Servicio es un conjunto de t\u00e9cnicas o estrategias de marketing, presentada por Lovelock donde hace la analog\u00eda de una empresa con buenos servicios y bien administrada semejante a los p\u00e9talos frescos, que se complementan entre s\u00ed y muestran un atractivo singular. Por el contrario, un servicio mal prestado es como una flor marchita y sin p\u00e9talos.<\/span><\/strong><\/span><\/p>\n<hr \/>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; font-family: helvetica, arial, sans-serif;\">Cada p\u00e9talo tiene una conceptualizaci\u00f3n diferente que busca que el servicio sea de calidad y ofrezca una propuesta de valor diferenciada. El p\u00e9talo de la informaci\u00f3n, da a conocer al cliente los procesos de atenci\u00f3n, horarios, lugar, instrucciones, tiene un rol educacional que emplea distintos canales de comunicaci\u00f3n, como folletos, correos electr\u00f3nicos, call centers, redes sociales, etc.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; font-family: helvetica, arial, sans-serif;\">El p\u00e9talo de consultas, implica constante di\u00e1logo, la empresa indaga sobre las necesidades del cliente buscando la satisfacci\u00f3n, a trav\u00e9s de sugerencias, el trato cordial y un buen servicio de atenci\u00f3n son b\u00e1sicos. Estos dos primeros p\u00e9talos suceden antes de la prestaci\u00f3n de servicios.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; font-family: helvetica, arial, sans-serif;\">El p\u00e9talo toma pedidos, acciona cuando el cliente est\u00e1 decidido a contratar los servicios; se registra con exactitud su solicitud, en algunos casos suele ser muy burocr\u00e1tico por el exceso de tiempo y las exigencias de la organizaci\u00f3n. El p\u00e9talo de la hospitalidad, es la consideraci\u00f3n que se tiene con el usuario, velar por su comodidad en las instalaciones del local, el buen trato aumenta la satisfacci\u00f3n.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; font-family: helvetica, arial, sans-serif;\">El p\u00e9talo custodia, se orienta a la seguridad, cuando el cliente requiere apoyo en el cuidado de sus pertenencias, por ejemplo, manejo de equipaje, transporte, vestidor, etc. El p\u00e9talo excepciones, el que se aleja de la rutina, activa las contingencias ante ocurrencias poco probables o extraordinarias, por ejemplo, cuando el cliente hace un pedido especial, cuando no se tiene lo que solicita, cuando hay quejas, sugerencias o felicitaciones, cuando espera una compensaci\u00f3n, entre otros.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; font-family: helvetica, arial, sans-serif;\">El p\u00e9talo de facturaci\u00f3n, es la experiencia que tiene el consumidor cuando recibe su comprobante de pago, esta debe ser clara, sencilla y oportuna. El p\u00e9talo de pago, la que debe ser m\u00e1s r\u00e1pida, es el punto final de la operaci\u00f3n comercial, se complementa con el seguimiento posterior al servicio. Estos \u00faltimos p\u00e9talos se dinamizan con la emisi\u00f3n de documentos o dep\u00f3sitos digitales y con notificaciones on line.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; font-family: helvetica, arial, sans-serif;\">La forma de vender es uno de los procesos misionales m\u00e1s importantes de una empresa, ya que de su fluidez depender\u00e1 la decisi\u00f3n de compra, el nivel de satisfacci\u00f3n y el grado de fidelizaci\u00f3n del cliente. La aplicaci\u00f3n de estos m\u00e9todos, permiten un buen proceso de mercadeo y fortalecen las relaciones con los stakehorders, logrando retener y ganar nuevos compradores, ampliando la posibilidad de \u00e9xito, reflejado en utilidades.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La Flor de Servicio es un conjunto de t\u00e9cnicas o estrategias de marketing, presentada por Lovelock donde hace la analog\u00eda de una empresa con buenos servicios y bien administrada semejante a los p\u00e9talos frescos, que se complementan entre s\u00ed y muestran un atractivo singular. Por el contrario, un servicio mal prestado es como una flor [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":5754,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[30],"tags":[],"class_list":["post-5750","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ketty-m-moscoso-paucarchuco"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Flor de Servicio - UNAH ALDIA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/aldia.unah.edu.pe\/?p=5750\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Flor de Servicio - UNAH ALDIA\" \/>\n<meta property=\"og:description\" content=\"La Flor de Servicio es un conjunto de t\u00e9cnicas o estrategias de marketing, presentada por Lovelock donde hace la analog\u00eda de una empresa con buenos servicios y bien administrada semejante a los p\u00e9talos frescos, que se complementan entre s\u00ed y muestran un atractivo singular. 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