“Diseño de estrategias para mejorar la atención al cliente en el decanato de la Facultad de Ingeniería de la Universidad Nacional de Chimborazo”

Abstract

The objective of this research work was the elaboration of the "Design of Strategies to improve customer service in the Secretary of the Dean's Office at Engineering Faculty of Universidad Nacional de Chimborazo". For this, a situational analysis was carried out, which revealed the lack of strategies containing guidelines, standards, policies and procedures to increase customer service. Through the use of research methods, it was possible to detect that there is no strategy plan to provide efficient, practical and effective service to internal and external customers. The implementation of strategies in the Dean's Office at Engineering Faculty of Universidad Nacional de Chimborazo, allows improving the quality of the processes and services provided by the institution to internal and external clients. Therefore, it is concluded that these strategies are essential for the institution that seeks the improvement in the quality of customer service; and, it is also recommended the implementation of each of the strategies proposed in the Dean's Office at Engineering Faculty of Universidad Nacional de Chimborazo, as it is an urgent need to provide a good service.