Propuesta de estrategias para generar eficiencia en el Servicio de Atención al Cliente en el Gobierno Autónomo Descentralizado Provincial de Pastaza. Período 2015.

Abstract

This work is based on the Customer Service offered in the Decentralized Provincial Autonomous Government of Pastaza. All attributes of services that provide value, satisfaction and preference imply a relationship between the Institution and the client. Given this requirement the institution has seen the need to have strategies that allow officials to perform efficiently in customer service and attention. The general objective in this investigation is propose strategies to generate efficiency in customer service; This will be achieved by diagnosing the internal and external situation of the institution. The methodology used for the study was Descriptive, Exploratory and Documentary Bibliographic, the methods used were the Deductive and the Inductive, as well as the research techniques applied to the collection of the information were the Self-Assessment Test and the Survey through their respective questionnaires Once the data were organized, classified and tabulated, we proceeded to analysis and interpretation of the results, which allowed corroborating the existence of customer dissatisfaction in the services received by the staff working in the institution; Therefore, the need to propose strategies that help improve efficiency in customer service by officials of the Provincial GAD of Pastaza is established. A Training Plan is proposed as a strategy main to be considered by the authorities of the Provincial Decentralized Autonomous Government of Pastaza to put it into practice and overcome the shortcomings found, giving officials this administrative tool to achieve the expected performance.