Servicios de calidad para mejorar la atención al cliente en el restaurante. ¨El Marinero¨, ciudad Bahía de Caráquez.

Abstract

Quality service is an essential factor to improve customer service in a restaurant, in this present investigation certain factors were used to determine customer service in the El Marinero restaurant, the qualitative and quantitative method was carried out, in which the Microsoft Forms tool was used for surveys to 115 people who were frequent customers virtually and a series of questions for interviews with 3 people chosen by the owner who are customers in person, which gave us positive and negative results. A procedures manual was proposed so that the administrator can train his staff and improve the care provided. In conclusion, the procedure manual was created focusing on essential topics for customer service, it was also based on information collected from interviews and surveys, recommending emphasizing training over certain periods of time to strengthen knowledge, in addition to helping newly hired staff so that they have knowledge of how to provide quality service, generating updated knowledge in the staff, to obtain results of the good quality service offered by the restaurant, thus avoiding bad comments, ensuring customer loyalty.