Estrategias para mejorar la calidad en el servicio al cliente en la empresa tiza escolar y material didáctico universitaria de la ciudad de Riobamba, provincia de Chimborazo.

Abstract

This research proposes the implementation of strategies to improve the quality of the customer service in “Tiza Escolar y Material Didáctico Universitaria”, a company belonging to Riobamba city located in Chimborazo province. This research will make possible that the company relates with its customers in a better way, thus, it can provide the service they deserve. A prior analysis was the key to detect shortcomings in the company as lack of personnel training in the area of customer service. This study aims to meet effectively the needs of customers by saving time and providing quality service. In order to conduct this study, both, field research and literature research have been applied in order to enquiry background information related to strategies for improving the quality of the customer service. It is intended to analyse the perception of customers regarding to the service provided by the company, furthermore, strategies are proposed as well as action plans are determined.The surveys show that more than half of the customers are not satisfied with the serviceprovided, which determines in first instance the feasibility of the project, the manual ofCustomer Service is aimed to implement performance guidelines, working methods and procedures with users and customers into the Organization without ignoring complaints and claims. Finally, it is recommended to implement the strategies proposed in this study in order toachieve a greater customer loyalty and a better positioning of the Brand of the company into the national market, which will enable an increase in its sales, and thus a better profitability for its owners.