Usuarios y Servicio al Cliente: Un Análisis en las Relaciones de Atención al Usuario derivadas de la Prestación del Servicio de Energía Eléctrica en el Departamento de Boyacá.

Abstract

Customer service attention in the electric energy domiciliary Public Utilities Companies in the Department of Boyacá, has a relevant importance between the user-company relationship, which leads to an assertive communication between the parties, thus, the network operator and marketer EBSA S. A E.S.P. and the other commercializers of the electric energy service in the Department of Boyacá, must ensure due attention to the users, to identify the concerns that lead them to present their PQR's and digiriesen personally at the user service windows of each established office. The companies providing domiciliary public utilities by legal mandate of domiciliary public utilities, are obliged to create customer service offices to attend the requests, complaints and appeals submitted by the users of the service, these offices have a special function to capture all the concerns of the users, leading to the fact that they must have trained personnel to attend the PQR's.

However, in reality there are inconsistencies in the attention to the user of the domiciliary public service, which leads to a rupture in the relationship between the parties, generating customer dissatisfaction, for which reason, this research was developed to identify the consequences that generated the fracture between the relations of the parties, for the improvement of the attention to the user of the electric energy service in the Department of Boyacá.