Estrategias para mejorar la calidad en la atención al cliente en la compañía de seguridad “ALPRISEG Cia. Ltda.” de la ciudad de Riobamba, provincia de Chimborazo.

Abstract

This Research proposes the implementation of strategies to improve the quality of Customer Service in the Security Company “ALPRISEG CIA.LTDA.” Of the city of Riobamba, Chimborazo Province, through a prior analysis, it has detected shortcomings in the company as lack of proper care, service user, and untrained personnel. This work aims to effectively meet the needs of customers saving time and providing quality care. The field research as well as the bibliographic research have been used with topics that refer to strategies to improve the quality of customer service, the aim is to analyze the perception that the customers have with regard to the service that the company gives, and so strategies and action plans are proposed to follow. The surveys show that as a result more than half of the customers are not satisfied with the care provided, which determines in the first instance the feasibility of the project with the preparation of an organizational chart, allowing to have a graphical representation of the structure of it, including the departmental structures and the peoplewho manage them, who make an outline of the hierarchical and jurisdictional relationships of force, as well as a communication and a training plan to the customer that enables the design of programs with information related to the activities of the company giving the opportunity to the staff to learn new and current things interacting with others. It is recommended to implement the procedures of the proposal of customer service, since it will improve significantly the service that the company offers to its customers at present.