Competencias del Servicio al Cliente y su Aporte a la Cadena de Valor de la Industria Metalmecanica

This research work is justified by the interest of addressing the issue that is presented, whichin some cases has been cause for concern for some time. The lack of information about the Metalworking Industry in the city of Guayaquil, its value chain and the service it provides to its customers is notorious. The objective of this study was to know how the customer service determines the value chain of the Metalworking Industry of the City of Guayaquil. The type of research is exploratory with a quantitative approach, the method used for data collection was a survey. This document explains the importance of customer service in the value chain in industry, where the considerations based on the data obtained by Top Management and public authorities are argued, the competences to be developed in order to increase the exports and profitability of business. We have been able to draw a series of conclusions from the results of this study, such as being able to make a difference from competitors, by incorporating certain activities.