Plan de acción para mejorar la atención al cliente en las agencias de viajes de la ciudad de Manta Action plan to improve customer service in the travel agencies of the city of Manta

Abstract

The objective of this study is to propose an action plan to improve customer service in the travel agencies of the city of Manta, taking as a background the deficiency in the quality of the service that these tourist companies provide to consumers. In order to develop the action plan, theoretical and methodological precepts were established that describe the steps to follow for the fulfillment of each indicator, by means of direct observation the current situation of the travel agencies of the city of Manta will be analyzed; the research sample corresponds to twenty (20) travel agencies that are operational in the city of Manta, thus determining the need to include aspects that could counteract the deficiency in customer service stories, such as: poor foreign language proficiency, zero or little training on the management of ICTs, adequacy in the company´s facilities and limited monitoring in sales and after sales. Finally, the strategic actions were designed in an action plan matrix which will provide the guidelines and activities to follow in order to replace the already specific weaknesses or shortcomings and thereby strengthen customer service in the Manta travel agencies