Plan de mejora para el área de servicio al cliente de la empresa Telcomax S.A. en la ciudad de Machala.

Abstract

This research work was based on the development and implementation of an improvement plan in the external customer service area of ​​the company TELCOMAX S.A., located in the city of Machala for this year. This proposal was made in response to the need for sustainability and growth that this company had, taking into account that customer service is a fundamental process for attracting customers and their loyalty. This was achieved through the quantification of the perception of the quality of the service provided by this company using the SERVQUAL model, aided by the information obtained as a result of the implementation of this questionnaire and thanks to the SWOT matrix developed, a plan could be elaborated improvement regarding the optimization of the customer service process and their satisfaction levels, developing strategies to achieve these results. For this research work, quantitative and qualitative research methods had to be used since the information that had to be handled in this way required it in terms of interpretation and tabulation of its results, without forgetting that the information that was used was the one that was considered the most relevant to be able to obtain conclusions and recommendations attached to the reality that we currently live.