Strategic plan to improve the quality of customer service in the university adult training program, Chachapoyas, Perú

Abstract

This article aims to establish whether the proposal of a strategic plan can improve the quality of customer service in the area of ??the university adult training program, for which a descriptive and purposeful investigation was carried out, with a non-experimental - cross-sectional, a survey was applied to a sample of 63 students, their perception was measured, as well as the analysis of customer service, through a SWOT analysis and other relevant aspects. Among the most remaining results, we have that strategic planning is medium low since 43% indicate it. Finally, it is concluded that there are strengths and weaknesses regarding the analysis of the client, if the weaknesses are corrected, there would be greater benefits. This makes the establishment of continuous improvement strategies important, the solution of which is the proposal of a strategic plan to improve the quality of customer service in the university adult training program