Plan estratégico para la atención al cliente en el Gobierno Autónomo Descentralizado de la Parroquia Ricaurte

The present case study, carried out based on the strategic plan for customer service in the decentralized autonomous government of the Ricaurte parish, seeks to implement a strategic plan which allows improving service when serving the user. For this reason, what is a strategic plan was defined and how it would help the GAD when put into practice, which led to the investigation of the importance of customer service, where it was written that a satisfied customer will be a person who speaks good of the institution. When implementing the plan, it is necessary to have a staff trained in customer service and motivated, which is why the definition of motivation and management is mentioned, which will not only be based on the client, but also on the worker, on the other hand, implement online care which streamlines the process that the user wants to carry out from home. In the surveys carried out with 15 users or clients, it was understood the deficiency that exists in the attention by the employee in charge of providing customer service, where the people surveyed showed dissatisfaction by not satisfying their wishes or expectations when waiting to receive a better treatment and solution of the problem that you have when you go to the GAD seeking to have answers that are left on the air due to the pessimism mentioned above, generating a great problem and at the same time, giving the institution a bad reputation.

• Main Author: Burgos Ramos, María Lissette (author)
• Format: bachelorThesis
• Published: 2021
• Subjects: Plan estratégico; Atención al cliente; GAD Ricaurte
• Online Access: http://dspace.utb.edu.ec/handle/49000/10970