Propuesta de estrategias para mejorar el servicio al cliente en el Registro de la Propiedad Municipal y Mercantil del cantón Pastaza, provincia de Pastaza

Abstract

The purpose of this research project is to propose a strategy proposal to improve customer service in the register of municipal and mercantile property of Pastaza Canton. It began with an investigation of the factors related to customer service and its application in the organization, to obtain information techniques were used such as: the survey carried out on external users of the Register, the self-evaluation used for the analysis of the performance and skills of the institution's staff, the observation was applied to the staff to determine deficiencies in the entity. Where the following results were found: regular customer service provided by the servers, little friendliness of staff towards users. The strategies proposed in the proposal begin with the situational analysis of the FODA organization, the planning of communication strategies with the user, customer service and staff training and training in customer service, an action plan was developed, as well as monitoring and evaluation to know the achievements obtained with its application. It is recommended that the complaints and grievances mailbox be reviewed periodically in order to deal promptly with problems raised with partners and provide an efficient and timely solution to them.