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Quality management in customer service is a process through which companies seek to improve in different areas, objectives are developed in order to obtain beneficial results for the organization. The present work of investigation consists of the study and analysis of the management of the quality in the attention to the client in the hardware store Palace in Estelí; with the purpose of identifying principles that the company carries out; to same the factors and effects that are obtained of the same one. Different chapters are approached that lead us to obtain results to base an ethical and professional study for the improvement of the customer service system through quality management.