Um breve estudo de caso sobre a efetividade do treinamento corporativo no atendimento ao cliente da empresa correios na agência da Parangaba

Abstract

Corporate training is a current theme and has been widely used in organizations, being carried out in the right way can bring several improvements to companies, as it increases the knowledge and confidence of its employees and, consequently, improves the service delivery for their employees. customers. The present study dealt with the comparison between the corporate training carried out at the Correios company for the agencies' attendants regarding the customer's perception during the service. The general objective was to examine the effectiveness of the corporate training applied to the agents of the Correios´ Parangaba branch, based on the perception of consumers and the attendants during the service. The main sources of bibliographical information were: CANASSA and MAY (2007); CHIAVENATO (2012); FLIPPO (1980); MARRAS (2011); And MAXIMIANO (2009). The field research carried out at the Parangaba Post Office took a quantitative and qualitative approach, with a universe comprised of 100% of the attendants and 35% of the daily average of clients served at the agency of Correios´ Parangaba. From the analysis of the obtained results it was possible to perceive the similarities and differences of opinions of each group. It can be observed that the consumer partially perceives the effects of corporate training during the post office service. On the other hand, it was noted that the post office attendants did not complete all the actions established during the corporate training.