Diseño de estrategias de atención al cliente para el Gobierno Autónomo Descentralizado Municipal del cantón Mera, provincia de Pastaza

Abstract

The objective of this project was to design strategies to improve customer service that assists the Autonomous Decentralized Municipal Government of Mera Canton. Customer service is considered one of the bases for profitability and positioning related to the interaction of the entity and its service. The methodology registers both, a mixed (qualitative and quantitative) and a descriptive approach. The study is a bibliographic documentary, field, and social relationship. The population corresponds to the Canton of Mera, 11,861 individuals, while the study population corresponds to 53 external users. The survey was an essential technique that determined that most of the inconveniences took place during the attention time because of its slowness; another factor identified was that the collaborators did not guide the clients to the indicated department so that they carry out Their activities. As a result, a proposal focused on customer service strategies of the Autonomous Decentralized Municipal Government of Mera Canton, Pastaza province, was crucial. Considering the preferences framed in customer service, users highlighted variables such as fluid communication, speed of service, professionalism, active help, innovation, and support from the entity's staff to offer a better service