Plan de estrategias para el mejoramiento de atención y servicio al cliente de la Unidad de Rentas del Gobierno Autónomo Descentralizado Municipal de Chambo, Provincia de Chimborazo.

Abstract

This research was conducted by taking into account the needs of the Autonomous Decentralized Municipal Government of Chambo since it lacks of an appropriate attention and service to users; the problem was identified. Consequently, it was proposed to develop a plan of strategies to the improvement for the attention and customer service from the Revenue Unit of the Autonomous Decentralized Municipal Government of Chambo, Chimborazo province. The problem in the Revenue Unit of the Autonomous Decentralized Municipal Government of Chambo, is the fact that there are weaknesses in the attention and customer service, this situation has created the urgency of formulating strategies to achieve the improvement in the attention and customer service adapted to the necessities of the Revenue Unit of the Autonomous Decentralized Municipal Government of Chambo. Individuals directly involved in the research process were users and personnel working at the Unit Revenues of the Autonomous Decentralized Municipal Government of Chambo, in order to collect information about the assistance offered to the user, surveys were conducted, after working on the correspondent analysis; the outcomes show that the personnel in charge from Revenue unit Decentralized Autonomous Municipal Government of Chambo do not offer an adequate assistance ant that users are not satisfied with the service provided by the members of the staff. The strategies proposed in this study, are addressed to the improvement of the assistance and customer service from the Unit of Internal Revenue belonging to the Decentralized Autonomous Municipal Government of Chambo in order to be able to provide quality service, meeting the needs and expectations of the users, consequently, as a result the they will be satisfied with the assistance and service provided.