Plan de estrategias para mejorar el servicio al cliente en la secretaría general del Gobierno Autónomo Descentralizado Municipal del cantón Pastaza, período 2016

Abstract

The present plan of strategies designed to improve the service to the client in the General Secretariat of the Municipal Autonomous Descentralized Government of the Pastaza canton, has the porpuse to optimize the administrative management of the entity. For which surveys were applied to officials and users of the GAD, a prior inquirí of information provided and observation in the activities carried out by the staff of the entity were carried out, which allowed to verify a low level in the service processes to the user, the hiring of employees without a profesional profile, lack of training, outdated information, loss of documents and abandonment of the job. To improve customer service, different strategies were proposed as: File Organization, execution of a training program in topics related to customer service, human relations and total quality, also implement an Automatic System of Turns and a complaints box and suggestions. It is recommended that the Authorities consider it appropiate to implement the strategies proposed, prioritize the client, provide a quality and equitable service, without distinction of ethnicity, social status and religion, and constantly evaluate the strategies used within the entity.