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Os argumentos em prol desta mudana na }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {nomenclatura ressaltam que o termo "Administrao de Recursos Humanos" muito }\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\i {restritivo, pois implica a percepo das pessoas que trabalham numa organizao apenas}\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {como recursos, ao lado dos recursos materiais e financeiros. Algumas empresas, visando }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {maior lucratividade, esto se preocupando em fazer investimentos com consultorias de }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {recursos humanos. Porm, outras organizaes, esto implantando uma rea de gesto de }\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs22\cf0\f1\charscalex100\i {pessoas na sua prpria unidade de trabalho. Tudo isto est ocorrendo devido ao fato de que }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {h uma tendncia muito forte que os funcionrios motivados, capacitados e com um ambiente }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\i {de trabalho favorvel tm alta produtividade impactando diretamente nos resultados da}\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\i {organizao. }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {Para trabalhar com pessoas, primeiro deve-se compreender o comportamento humano e }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\i {tambm o conhecimento de vrios sistemas e prticas de recursos humanos. A necessidade }\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\i {de mo-de-obra e tambm a legislao contriburam para a incluso das mais diversificadas }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\i {foras de trabalho, quebrando muitos paradigmas. At meados dos anos 80, as empresas at }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\i {poderiam empregar mulheres, idosos e portadores de deficincia, mas era evitado e quando }\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs22\cf0\f1\charscalex100\i {ocorria geralmente no se estendia por muito tempo. Os gestores naquela poca no }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {possuam uma viso estratgica de recursos humanos e sociais e consequentemente no }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\i {investiam na contratao da "minoria". }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\i {Com o passar dos anos, e tambm com a contribuio trazida pelos estudos feitos pelos mais}\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs22\cf0\f1\charscalex100\i {diversos pensadores da rea de humanas mostrando que o investimento no emprego de }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {mulheres, negros, idosos, analfabetos e portadores de deficincia, isto , todos aqueles que }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\i {at ento eram tidos como "os excludos", "a minoria" pela sociedade ajudariam na}\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\i {construo e manuteno da imagem da organizao. }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {A partir deste momento, os gestores passaram a rever muitos conceitos e investir nestas }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {contrataes. O cumprimento das leis criadas e a preocupao em evitar uma autuao, }\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs22\cf0\f1\charscalex100\i {fizeram com que muitas empresas mudassem seus sistemas internos e externos de captao de }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {mo-de-obra. Hoje, as organizaes fazem o possvel para tornar o seu quadro de }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs22\cf0\f1\charscalex100\i {funcionrios o mais diversificado possvel, primeiramente para mostrarem-se socialmente }\i0 \par\pard\li1040\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\i {responsveis e tambm para impedir um acompanhamento judicial que abalaria a sua}\i0 \par\pard\li1040\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\i {imagem de empresa preocupada com o bem-estar da comunidade em geral. }\i0 \par\pard\sect\sectd\sbknone\pgwsxn11893\pghsxn16826\marglsxn666\margrsxn133\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft10506\shptop693\shpright10906\shpbottom1013\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2030\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 400}}{\sp{\sn geoBottom}{\sv 320}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;81;(200,0);(186,0);(173,0);(146,0);(133,13);(120,13);(106,13);(93,26);(80,26);(66,40);(53,53);(53,53);(40,66);(26,80);(26,93);(13,93);(13,106);(0,120);(0,133);(0,146);(0,160);(0,173);(0,186);(0,200);(13,213);(13,226);(26,240);(26,240);(40,253);(53,266);(53,280);(66,280);(80,293);(93,293);(106,306);(120,306);(133,320);(146,320);(173,320);(186,320);(200,320);(213,320);(240,320);(253,320);(266,320);(280,306);(293,306);(306,293);(320,293);(333,280);(346,280);(360,266);(360,253);(373,240);(386,240);(386,226);(386,213);(400,200);(400,186);(400,173);(400,160);(400,146);(400,133);(400,120);(386,106);(386,93);(386,93);(373,80);(360,66);(360,53);(346,53);(333,40);(320,26);(306,26);(293,13);(280,13);(266,13);(253,0);(240,0);(213,0);(200,0);}}{\sp{\sn pSegmentInfo}{\sv 2;164;16384;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 0}}{\sp{\sn lineWidth}{\sv 9525}}{\sp{\sn lineColor}{\sv 16777215}}{\sp{\sn lineDashing}{\sv 0}}{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 16777215}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn11893\pghsxn16826\marglsxn666\margrsxn133\margtsxn666\margbsxn346\cols2\colno1\colw10000\colsr-0\colno2\colw1093\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-453\slmult0 \fs24\cf0\f1\charscalex100\b {SUMRIO }\b0 \par\column\pard\li0\ri0\sl-306\slmult0 \fs24\cf0\f2\charscalex100 {4 }\par\pard\sect\sectd\sbknone\pgwsxn11893\pghsxn16826\marglsxn666\margrsxn133\pard\li1053\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1053\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1053\ri0\sl-360\slmult0 \fs24\cf0\f1\charscalex100 {I}\fs24\cf0\f1\charscalex100\b {NTRODUO}\b0 \fs24\cf0\f1\charscalex100 {........................................................................................................................... }\par\pard\li1053\ri0\sl-400\slmult0 \fs22\cf0\f1\charscalex100\b {1. 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AVALIAO DE DESEMPENHO}\b0 \fs24\cf0\f1\charscalex100 {..................................................................................12 }\par\pard\li1773\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {7.1 Treinamento............................................................................................................12 }\par\pard\li1773\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100 {7.2 Mtodo de Avaliao..............................................................................................13 }\par\pard\li1760\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {7.3 Benefcios para a Empresa......................................................................................13 }\par\pard\li1760\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {7.4 Benefcios para Colaborador...................................................................................13 }\par\pard\li1040\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100\b {8. GERENCIAMENTO DE PESSOAS}\b0 \fs24\cf0\f1\charscalex100 {.................................................................................14 }\par\pard\li1760\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {8.1 Nossa Organizao..................................................................................................14 }\par\pard\li1746\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {8.2 Clima Organizacional..............................................................................................15 }\par\pard\li1040\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {9. DESENVOLVIMENTO DE RECURSOS HUMANOS}\b0 \fs24\cf0\f1\charscalex100 {..................................................15 }\par\pard\li1760\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100 {9.1 Trabalho Desenvolvido...........................................................................................15 }\par\pard\li1746\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {9.2 A Satisfao dos Colaboradores..............................................................................15 }\par\pard\li1053\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {10. RELACIONAMENTO INTERPESSOAL}\b0 \fs24\cf0\f1\charscalex100 {.....................................................................16 }\par\pard\li1040\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100\b {11. ADMINISTRAO DE CARGOS E SALRIOS}\b0 \fs24\cf0\f1\charscalex100 {........................................................17 }\par\pard\li1746\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {11.1 Desenho de Cargos................................................................................................18 }\par\pard\li1746\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {11.2 Descrio de Cargos..............................................................................................18 }\par\pard\li1760\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100 {11.3 Objetivo da Empresa.............................................................................................19 }\par\pard\li1746\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {11.4 Remunerao Salarial............................................................................................19 }\par\pard\li1746\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {11.5 Mtodos de Avaliao de Cargos..........................................................................19 }\par\pard\li1760\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100 {11.6 Vantagens e Desvantagens....................................................................................20 }\par\pard\li1760\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {11.7 Modelagem de Salrios.........................................................................................20 }\par\pard\li1760\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {11.8 O Salrio e a Motivao........................................................................................20 }\par\pard\li1040\ri0\sl-400\slmult0 \fs22\cf0\f1\charscalex100\b {12. 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VIVENDO A ERA DA INFORMTICA}\b0 \fs24\cf0\f1\charscalex100 {.......................................................................31 }\par\pard\li1053\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {21. O PLANEJAMENTO FINANCEIRO}\b0 \fs24\cf0\f1\charscalex100 {............................................................................31 }\par\pard\li1053\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {22. SETOR FINANCEIRO DA EMPRESA}\b0 \fs24\cf0\f1\charscalex100 {.........................................................................32 }\par\pard\li1066\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {23. CONTABILIDADE}\b0 \fs24\cf0\f1\charscalex100 {..........................................................................................................32 }\par\pard\li1053\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100\b {24. }\b0 \fs24\cf0\f1\charscalex100\b {O }\b0 \fs24\cf0\f1\charscalex100\b {PLANEJAMEN DAS FINANAS}\b0 \fs24\cf0\f1\charscalex100 {..............................................................................33 }\par\pard\li1053\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {25. TECNICAS DE ANALISES DOS DEMONSTRATIVOS CONTABEIS}\b0 \fs24\cf0\f1\charscalex100 {...................33 }\par\pard\li1066\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {26.BALANO PATRIMONIAL}\b0 \fs24\cf0\f1\charscalex100 {...........................................................................................34 }\par\pard\li1066\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100\b {27. INDICES DE LIQUIDEZ}\b0 \fs24\cf0\f1\charscalex100 {................................................................................................34 }\par\pard\li1773\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {27.1 Liquidez Corrente.................................................................................................35 }\par\pard\li1760\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {27.2 Liquidez Seca........................................................................................................35 }\par\pard\li1066\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100\b {28. MATEMATICA FINANCEIRA}\b0 \fs24\cf0\f1\charscalex100 {.....................................................................................35 }\par\pard\li1800\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {28.1 Taxa Exata e Comercial.......................................................................................36 }\par\pard\li1773\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {28.2 Taxa Efetiva e Normal..........................................................................................36 }\par\pard\li1746\ri0\sl-386\slmult0 \fs22\cf0\f1\charscalex100 {28.3 Montante................................................................................................................36 }\par\pard\li1053\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {29. AVALIAO DE MARKETING}\b0 \fs24\cf0\f1\charscalex100 {...................................................................................36 }\par\pard\li1746\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {29.1 Avaliao Marketing Empresarial.........................................................................36 }\par\pard\li1040\ri0\sl-400\slmult0 \fs22\cf0\f1\charscalex100\b {30. 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GRAFICO DE VENDAS POR PERIODO}\b0 \fs22\cf0\f1\charscalex100 {.....................................................................37 }\par\pard\li1066\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100\b {32. TECNICAS DE NEGOCIAO}\b0 \fs24\cf0\f1\charscalex100 {....................................................................................39 }\par\pard\li1053\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {33. SISTEMAS PARA OPERAO DE RECURSOS HUMANOS}\b0 \fs24\cf0\f1\charscalex100 {.................................39 }\par\pard\li1773\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {33.1 Rotinas de Departamento Pessoal da Empresa.....................................................39 }\par\pard\li1760\ri0\sl-386\slmult0 \fs24\cf0\f1\charscalex100 {33.2 Admisso de Empregados.....................................................................................39 }\par\pard\li1773\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {33.2.1 Documentos Obrigatrios..................................................................................39 }\par\pard\li1773\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {33.2.2 Contrato de Trabalho.........................................................................................40 }\par\pard\li1040\ri0\sl-386\slmult0 \fs22\cf0\f1\charscalex100\b {34. DESENVOLVIMENTO SUSTENTAVEL}\b0 \fs22\cf0\f1\charscalex100 {.....................................................................41 }\par\pard\li1773\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100 {34.1 Exemplos de Desenvolvimento Sustentvel.........................................................41 }\par\pard\li1053\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {35. SADE E SEGURANA NO TRABALHO}\b0 \fs24\cf0\f1\charscalex100 {..................................................................41 }\par\pard\li1040\ri0\sl-400\slmult0 \fs22\cf0\f1\charscalex100\b {36. 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Este }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {trabalho vem apresentar por meio de um estudo de caso, a satisfao dos clientes quanto }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {qualidade do atendimento prestado pela Brunetto Promotora, correspondente bancria nas }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {agncias do Banco Bradesco em diversas cidades, no Estado do Par. Um atendimento }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {diferenciado uma condio bsica para a sobrevivncia no mercado, no entanto para obter a }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {qualidade neste servio muito importante ter confiabilidade, empatia e segurana. Hoje as }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {mudanas so muito constantes; por isso, deve-se buscar, por meio da criatividade, novos }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {meios de acompanhar a todo instante as novas tendncias e expectativas dos clientes, com o }\par\pard\li1040\ri0\sl-426\slmult0 \fs22\cf0\f1\charscalex100 {objetivo de conhecer quais so os seus desejos e necessidades, bem como identificar quais so }\par\pard\li1040\ri0\sl-400\slmult0 \fs22\cf0\f1\charscalex100 {os nveis de satisfao com o atendimento oferecido. Pretende-se exercitar na prtica e, com }\par\pard\li1040\ri0\sl-426\slmult0 \fs22\cf0\f1\charscalex100 {base nos resultados, sugerir aes, para, assim garantir a satisfao plena e fidelidade dos }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {clientes aos produtos e servios oferecidos pela Brunetto Promotora, correspondente }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {Bradesco. Por meio de anlise de processos elaborados, foi escolhida a Gesto Empresarial e }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {de Recursos Humanos como a linha de pesquisa central do trabalho, sobre o problema de }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {pesquisa, tentamos identificar qual a satisfao dos clientes sobre o atendimento prestado }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {pela agncia, e assim averiguar a hiptese de que o atendimento pessoal seria o principal }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {motivo da satisfao dos clientes. Este trabalho procura, a partir de conceitos de qualidade no }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {atendimento, elaborar uma metodologia de anlise que possibilite a realizao da avaliao }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {dos servios prestados nas agncias do Banco Bradesco, e assim medir o grau de satisfao do }\par\pard\li1040\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100 {cliente com o Banco e com a financeira, levando-se em conta a qualidade no atendimento. }\par\pard\li1746\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1746\ri0\sl-440\slmult0 \fs24\cf0\f1\charscalex100 {Ao}\fs24\cf0\f1\charscalex100 { se tratar dos aspectos de qualidade em servios prestados, aqueles aspectos }\par\pard\li1040\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100 {intangveis, que visa estudar a qualidade percebida pelos clientes, este trabalho poder ser til,}\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {visto que o aspecto mais determinante nos servios e o que vai diferenciar um servio de }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {outro. Para melhor compreenso dos termos qualidade e satisfao, verificamos a definio de }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {qualidade apresentada por MOURA (1999) e muito utilizada e sustenta que \uc1\u8220Xa qualidade de }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {um produto ou servi o est diretamente ligada satisfa o total do consumidor\uc1\u8221X. Para este }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {autor, a satisfao total do cliente ou consumidor base de sustentao da sobrevivncia de }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {qualquer empresa. Para NOBRE (2004) \uc1\u8220Xo ato de prestar atendimento est relacionado com }\par\pard\li1040\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100 {atitudes e h bitos que se desenvolvem para proporcionar, ou no, a satisfa o do cliente\uc1\u8221X. }\par\pard\li1040\ri0\sl-426\slmult0 \fs22\cf0\f1\charscalex100 {Hbitos e atitudes fazem parte do comportamento humano. Consequentemente, os aspectos }\par\pard\sect\sectd\sbknone\pgwsxn11893\pghsxn16826\marglsxn666\margrsxn133\pard\sect\sectd\sbkpage\pgwsxn11893\pghsxn16826\marglsxn666\margrsxn133\margtsxn666\margbsxn333\pard\li10000\ri0\sl-306\slmult0 \fs24\cf0\f2\charscalex100 {8 }\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-360\slmult0 \fs24\cf0\f1\charscalex100 {psicolgicos do atendimento nada mais do que o comportamento assumido quando se }\par\pard\li1040\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100 {atende. }\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-453\slmult0 \fs24\cf0\f1\charscalex100\b {1. BRUNETTO PROMOTORA }\b0 \par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-453\slmult0 \fs24\cf0\f1\charscalex100 {1.1 Denominao e Forma de Constituio }\par\pard\li1746\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1746\ri0\sl-440\slmult0 \fs22\cf0\f1\charscalex100 {A empresa C S R da Silva- Consignaes, inscrita no CNPJ de nmero }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {11.820.273/0001-07, localizada na Avenida Duque de Caxias, s/n, no municpio de So }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {Domingos do Araguaia-}\fs22\cf0\f1\charscalex100 {P}\fs22\cf0\f1\charscalex100 {, CEP: 68.520-000 estado do Par. Com nome fantasia de Brunetto }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {Promotora, atua no ramo de crdito consignado tendo incio de suas atividades em 14 de Abril }\par\pard\li1040\ri0\sl-426\slmult0 \fs22\cf0\f1\charscalex100 {de 2010, seu pblico alvo so aposentados e pensionistas do INSS, rgos Estaduais e }\par\pard\li1040\ri0\sl-400\slmult0 \fs22\cf0\f1\charscalex100 {Federais. Nosso correspondente direto o Banco Bradesco, atravs da sua promotora }\par\pard\li1040\ri0\sl-426\slmult0 \fs24\cf0\f1\charscalex100 {Bradesco Promotora, antigo BMC. Trabalhamos com dois tipos seletos de clientes; }\par\pard\li1746\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1746\ri0\sl-440\slmult0 \fs22\cf0\f1\charscalex100 {Aposentados e Pensionistas do INSS, os clientes \uc1\u8220XMelhor Idade\uc1\u8221X e estes merecem uma }\par\pard\li1040\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100 {ateno redobrada, j que muitas das vezes necessitam mais de uma explicao. }\par\pard\li1746\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1746\ri0\sl-440\slmult0 \fs22\cf0\f1\charscalex100 {rgos Estaduais e Federais, tambm merecem um atendimento de tima qualidade, }\par\pard\li1040\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100 {porm por muitas das vezes terem maior conhecimento e instruo escolar, j chegam}\par\pard\li1040\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100 {procurando o emprstimo no valor X estipulado, os chamados \uc1\u8220Xclientes diretos\uc1\u8221X. }\par\pard\li1746\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1746\ri0\sl-440\slmult0 \fs22\cf0\f1\charscalex100 {Por este motivo estamos sempre aperfeioando nosso atendimento e trabalhando }\par\pard\li1040\ri0\sl-413\slmult0 \fs22\cf0\f1\charscalex100 {nossos colaboradores para que faam um excelente trabalho, para que nenhum cliente saia }\par\pard\li1040\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100 {com dvidas a respeito de nosso produto. }\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1040\ri0\sl-453\slmult0 \fs24\cf0\f1\charscalex100\b {2. 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