Estrategias para el mejoramiento de atención y servicio al cliente en el Decanato de la Facultad de Ciencias Políticas y Administrativas de la Universidad Nacional de Chimborazo.

Abstract

The current research work proposes Strategies for the improvement of attention and customer service at the Deanery of the Faculty of Political and Administrative Science of the National University of Chimborazo from Riobamba city, Chimborazo province, in order to satisfy the customer needs by providing qualified and warm service. The methods used allowed to determine the failures found, by means of research techniques such as surveys, field observation which helped detect the fails in the quality of the service; because of this, the following strategies are proposed: A training workshop about quality in customer service. Implementation of the Complaint and Suggestions mailbox and a Plan of Internal Communication for the secretary office. It is concluded that through the strategies designed for the deanery, it will improve efficiently the secretary office performance, since it will allow to assess the customer service quality. Moreover, by means of the stated proposal, it is intended to improve in time quality, efficiency and efficacy. Due to the current service is poor and so it is recommended to take into account and apply the strategies which will allow to improve the attention and service quality, in order to achieve the institutional objectives and reach the goals stated by the authorities of the Faculty and the institution itself.