Diseño de estrategias para mejorar el servicio al cliente de la Clínica de Especialidades “La Salud” de Riobamba, periodo 2014

Abstract

The present investigation is to design strategies to improve the customer’s service at Clinical de Especialidades “La Salud” belonging to Riobamba in 2014. The existing clinic problem was identified, that is why the following objectives were established: to formulate theoretical customer`s service topics, to determine the faulty processes and areas regarding to customer´s service related to the needs the Clinical de Especialidades “La Salud” has. The people involved in this investigation process were the customer´s of the clinic and the personnel who work in this institution ,in order to obtain information about the service offered,some surveys were formulated ,they showed that the clinic customer´s service are poor. The strategies posed to increase the customer´s service are training programs, creation of a customer´s service manual, a suggestion mailbox implementation.They were proposed to offer a quality service which meets the customer´s expectations.