Propuesta de mejoramiento del servicio al cliente en Unigas Colombia S.A. E.S.P.

Abstract

This document is intended to expose the different needs that UNIGAS, with regard to the attention of their internal and external customers. It is for this reason that the improvement of customer service, where the comprehensive solution of all PQR'S (petitions, complaints and appeals) generated by customers throughout the company focuses is proposed. For the development of this project, a strategic diagnosis was made within the same organization, resulting in the need to build successful, effective, friendly, professional and entrepreneurial customer relations in general. Finally, we identified the need to strengthen the system of quality management (training and improvement of business processes and support), initiating a work schedule with the evaluation of ISO reviewing the status of implementation of procedures in all organizational areas, integrating the new structure of the department and implementing new controls also applying a system of integrated risk management and in turn must make a strategic accompaniment to all directions to collaborate on improving customer service.