Diseño de estrategias de atención al cliente para hacer eficiente los procesos administrativos de la COAC “Mushuk Yuyai Pastaza” Ltda. ciudad de puyo, periodo 2017

Abstract

The objective of this research work was to design customer service strategies to make efficient the administrative processes of the COAC "Mushuk Yuyai Pastaza" Ltda. from Puyo city, period 2017, to improve the quality of services to customers. For the development of the research, it was necessary to carry out a survey to the clients and an interview with the manager of the financial institution, it was also necessary to apply a SWOT matrix, which allowed observing the following results: the institution does not have an appropriate accounting system, there is a risk in the level of liquidity, the liability is very low concerning to the financial institutions in its segment, which results in non-agile customer service and not timely either. With this proposal, it is intended to set strategies focused on the improvement of customer service to achieve an efficient organization of the entity providing timely and agile attention, so that the institution achieves the well-being of partners and customers. Periodic evaluations are recommended to determine the degree of efficiency in the customer service offered and, based on the results, to apply the strategies proposed to increase the level of quality in customer service and attract new associates