Plan de mejoramiento para la atención al cliente en la Facultad de Ciencias Pecuarias de la ESPOCH.

Abstract

This work degree, is based on the elaboration of a Plan of Improvement for Customer Service at the Faculty of Pecuarias Sciences ESPOCH, allowing guide to servers and clients to an organizational culture of service. With the results of this work, all FCP users will benefit by providing comprehensive customer for changing the corporate image service. The hypothesis is tested, with the adoption of a culture of customer service related to the commitment and leadership of the authorities and the service attitude of the employees, which will positively affect the Customer at the Faculty of Pecuarias Science administrative, academic, technical and service areas. The instruments for collecting information are the surveys conducted to 100 users product of a thorough investigation to those who were previously selected, thanks to which and after tabulation was achieved demonstrate the problem as is the bad and poor customer service. Once the problem over, was developed, the Improvement Plan to the Customer at the Faculty of Pecuarias Sciences ESPOCH, wich is based on a theoretical framework useful for use in the Faculty, wich will guide for administrative and academic staff, as the same are a series of procedures that are adapted to the daily activities including graphs and flow charts easier to understand of what want to project, or one Customer Service Warmth quality; so its inmediate application in recommended.