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The study is based on the results of the analysis about customer service, process management and internal communication; likewise, in the knowledge and results obtained that contribute to improving the information, ways of transmitting them and the organizational levels: lower and hierarchical in the management of processes; and, likewise, in the knowledge of the application of the scientific research process in such problems. The general objective is to determine how internal communication and process management influence customer service in the company Nick Manager Solutions SAC, San Miguel district, 2020. The sample consisted of 90 people (45 clients and 45 workers). The main results were that the values Chi squared 25.160 and p = 0.000 <α, which indicate that the variable customer service depends on the variables internal communication and process management, that is, the variables are not autonomous, so there is submission of one variables in the others. It is concluded that there is a positive influence between internal communication and management by processes in customer service, since the value of R2 is 0.788, that is, the model explains 78.8% of the real variable.

Incidencia de la Comunicación Interna y la Gestión por Procesos en el Servicio al Cliente