Diseño de estrategias empresariales para mejorar la atención al cliente de la compañía Herconslac Comunicaciones Cia. Ltda, representante legal de radio Mia – Sonovisión de la ciudad de Puyo, provincia de Pastaza, periodo 2016.

Abstract

The strategies design to improve customer service at HERCONSLAC COMUNICACIONES CIA.LTDA, legal representative of Radio MIA-SONOVISION in Puyo city, Pastaza Province, during the period of 2016 has been developed with the objective of formulating medium-term strategies proposing new changes for the improvement in the quality of service of the company. In order to collect information, surveys were applied to the manager and employees, as well as interviews with users, finding through the results the non-existence of a design of strategies that contribute to the good performance of the company, so that the constant complaints of users focused on inappropriate attention, delay in the delivery of procedures, loss of documents, and other situations that had generated disorganization. Through the proposed design, processes have been proposed for good administrative practice and parameters that will allow the company to have an organized image at the pace of technological progress, with defined parameters to provide information in a timely and concrete manner about the requested requirements. In conclusion, the design of strategies will undoubtedly become a guide for the efficient development and improvement of user attention thanks to the guidelines established therein. It is recommended to take into consideration the use of the proposed strategies in each of the administrative elements planning, organization, direction, and control to improve the current company conditions.