Plan de estrategias para mejorar el servicio al cliente del Departamento de Talento Humano de la ESPOCH-Riobamba, período 2014.

Abstract

The present investigation is about a Strategy Planning to improve the internal customer service in the Human Talent Department of Escuela Superior Politecnica de Chimborazo. It aims at meeting customer needs effectively avoiding wasting and offering quality during service. The customer service improvement planning will eliminate delays so the customer will be satisfied since information will be given to him/her right away improving the department work. First, the existing problem in the Human Talent Department was identified. Then, the following objectives werw formulated: to outline customer service topics theoretically, to determine processes and realms in whichcustomer service failures are present, and to formulate strategies to improve the customer service adapted to daily needs. Internal customers of the Human Talent Department working in this Institution were the direct target. Surveys were applied in order that information about service given to users can be gathered determining the service provided to customers by the Human Talen Department is very defficient. A training program, the elaboration of a customer service manual, the implementation of suggestion box, and a call center are the strategies posed to improve the customer service. They aim to provide a quality service meeting internal customer expectations of ESPOCH Human Talent Department.