Diseño de un plan de servicio al cliente para el Centro Comercial Isama 1, de la ciudad de Macas –provincia de Morona Santiago, período 2017

Abstract

The design of a customer service plan for Isama 1 Shopping Center, in the city of Macas province of Morona Santiago, period 2017, aims to improve the quality of customer service, through the use of investigative, inductive and deductive methods as well as for the collection of information, it was necessary to use research techniques and instruments, being indispensable the application of surveys directed at the clients of the commercial, and interviewing the owner manager with. The purpose of knowing the points of view on the services provided by the sales personnel, through a brief analysis of the FODA matrix it became known the existing weaknesses. In the internal processes that link the client- seller relationship, on the other hand the identification of the strengths with which the Isama commercial 1 has made it possible to identify the areas in which the company stands out and how to be able to promote them, through these tools could identify the lack of strategies and them. It has been concluded that the company should consider designing a plan to improve the quality of services based on the wishes and needs of its customers, trust, responsiveness, security and empathy,. It is recommended to implement the plan designed according to the current needs of the Isama 1 shopping center, allowing to improve its business relationship with customers and increase its profitability.