Diseño de estrategias para mejorar la atención al cliente en las secretarías del Gobierno Municipal del Cantón Morona, provincia de Morona Santiago.

Abstract

The purpose of the following research is to design strategies to improve the customer service offered by the secretaries of the Municipal Government of Morona Santiago Province. This research is focused on the analysis of the problems the secretaries of the Municipal Government of Morona Santiago Province have when offering the services to the users. The tools used were the direct observation and the survey; the population to be studied were the people living in Morona Country, this allowed getting information and the results obtained determined that the personnel (secretaries) do not know how to deal with the customers. These results permitted to propose the design of methodological strategies such as: seminar works, talks, lectures as well as operational strategies which will be used as a support for the secretaries, in this way it will be possible to offer a quality customer service. It is also necessary to apply permanent training programs which will be crucial for the personnel to work in an environment prevailing the human relationships and their objectives are focused on the mission and vision fulfillment It is important to remember that the customer service plays an important role in the quality and improvement of a Municipal Government since they have to do with different administrative functions, so the administration must be focused on them to discover opportunities and make the organization more successful to benefit the community.