Evaluación y propuesta de mejoramiento d servicio al cliente en la Cooperativa de Transportes y Turismo Baños de Agua Santa

Abstract

Abstract:This work is done for the purpose of providing the necessary input to the Cooperative Transport and Tourism Baths, providing solutions to problems involving poor attention to customer service, as nonconformity in users, decreasing profitability in the company, therefore, it seeks to provide a measure proposing a manual of care and customer service to help employees to improve service.For this research development tools such as was used: survey and interview a sample of 383 was applied, influx of people using the service continuously, through interviewing a percentage of dissatisfied users with their treatment was identified was reflected. In addition the process of care and customer service handle it empirically.In order to contribute to the process of improving care and customer service it is developed as a proposal, a manual customer, so that employees can implement a process of quality care.