Elaboración de un manual de procedimientos de calidad para la atención al cliente en el Restaurante Tradicional Mexicano Frida, Riobamba 2014

Abstract

The reality of the restaurants in the city of Riobamba in the field of customer service is poor by ignorance on how to serve customers, creating upset customers for the service; this research aims to be a support for establishment A&B and especially for the service area of the establishment Frida. With the aim of studying the service in the area of customer service, threated with a population of 130 regular customers, 60 5 are satisfied and 40% are not totally satisfied, to solve these problems of dissatisfaction, an investigation was execute of the establishment, in which a record of observation and a survey was applied, it reported in applying these instrument that failures were generated by lack of skill, abilities, training and delay in service. Analyzing the results it concluded that the costumers of Frida establishment have a low percentage of dissatisfaction in service, observing the reality of the problem, it considered improving procedures for quality customer service, because Frida is a good place and only need a pattern to achieve a competitive advantage. The final result of the research developed a procedure manual for quality in customer service at the Frida Mexican restaurant, this guide is intended to be a specific support for all staff and in the near future will be part of a brand that will become a franchise.