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INFORMATIONAL FLOW OF CUSTOMER SERVICE’S CHANNELS AT BRAZILIAN MAIL AND TELEGRAPH COMPANY

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Author(s): Tatiana Falcão de Souza Fernandes | Joana Coeli Ribeiro Garcia

Journal: Brazilian Journal of Information Science
ISSN 1981-1640

Volume: 7;
Issue: Special Number;
Start page: 97;
Date: 2013;
Original page

Keywords: Information Flows | Customer Service Channels | Information Management.

ABSTRACT
This research analyzes the informational flow of the Customer Service Channels of the Brazilian Post Office and Telegraph Company, Regional Board of Directors of Paraíba, under the perspective of information management, questioning how the information of such flow has influence on the formulation of tactical actions for decision-making. With regard to the objectives, the methodology is classified as descriptive with qualitative approach of the case study type. For data collection, the research used the guided interview and documental analysis categorizing the information according to the content analysis for interpreting them. As result, the research found that every action, in a corporate level, occurs in a standardized manner, inclusive in reference to solution and response proposed to customers. Therefore, it can be concluded that the information flow of the Customer Service Channels, if treated in a systematic manner, is a useful tool for qualitative diagnosis of the offered services so as to identify the client’s need as well as to add value to the company, by improving its image and, finally to the local society.
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