Resumen

The present is a compilation of all the relevant aspects within the research work, taking into account the important elements when it is carried out. Since the methodology for the compilation of information was through the diagnosis of surveys carried out on the clients of the different points of sale of the company Gana Gana, it was possible to correctly determine some shortcomings of the company, which represent a significant failure at the time regarding the provision of the service quality, however, some pertinent strategies were also proposed, in accordance with the needs shown in the different data collected by the research group. Given the importance of the company in the department of Tolima, a design was taken into account that did not significantly affect its recognition and image for its regular customers. Said research has been carried out with the aim of granting an improvement in terms of the effectiveness of customer service, with the conclusion that this represents the greatest shortcoming in its operation.