Autor: Professor Gentil | Publicado: 2014-03-05T17:02:00-03:00

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SERVIÇOS...







Tenho
visto muita coisa a respeito de serviços, sei de sua intangibilidade, de sua
não estocabilidade, como também da necessidade da participação do cliente no
momento da prestação dos serviços, sendo esta, sua principal característica. Pois
produção e consumo acontecem simultaneamente, e nessa relação o cliente
classifica se o serviço foi bom ou ruim, essa sensação não dar para separar
como na produção de bens, que por muitas vezes há tempo para corrigir possíveis
falhas.

Ora,
se o serviço é um processo executado ao mesmo tempo em que são consumidos.
Então é possível medi-lo? Dificilmente encontraremos uma situação em que possa
medi-lo, por outro lado, encontraremos que a melhor solução para um prestador
de serviços é planejar, treinar seu pessoal para aplicação do serviço, além do
uso dos equipamentos ou bens de forma adequada na satisfação de seu cliente.

Para
tanto, é necessário definir sua estratégia e entender como funciona suas
particularidades de seu negócio, evidentemente avaliando o macro ambiente e
suas potencialidades e ameaças, ou seja, como oferecer este serviço em uma
condição melhor que seus concorrentes, além de vários outros aspectos inerentes
as estratégias desenvolvidas pelo prestador de serviços.



José Gentil Bezerra