Análisis de la gestión de calidad en la atención al cliente del segmento empresarial del banco del Pacifico s.a
Fecha
2021
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Universidad Guayaquil
Resumen
La calidad de servicio al cliente en los Bancos es un tema muy importante para
la captación de nuevos clientes, pero lograr implementar y mejorar el servicio es un
gran desafío ya que intervienen varios factores que deben ser ajustados a un modelo
a seguir; si se brinda un servicio de alta calidad, se obtiene una ventaja real en el
mercado.
A pesar del enfoque que tenga la institución, existen ciertas inconsistencias que
llegan a ocasionarle problemas al cliente, el servicio que brindan debe de ser de calidad
en todos los aspectos y para ello deben corregir fallas como el comportamiento de los
trabajadores, sistemas, manejar de mejor forma las quejas, reclamos, entre otros.
La mejora continua de la calidad permite incrementar la capacidad de la entidad
para satisfacer todas las necesidades que sus clientes presenten mejorando de esa forma
todos los productos y servicios que se entregan al cliente
The quality of customer service in Banks is a very important issue for attracting new customers, but managing to implement and improve the service is a great challenge since several factors intervene that must be adjusted to a model a follow; If you provide a high-quality service, you get a real edge in the marketplace. Despite the approach that the institution has, there are certain inconsistencies that cause problems for the client, the service they provide must be of quality in all aspects and for this they must correct failures such as the behavior of workers, systems, drive better form complaints, claims, among others. Continuous quality improvement allows the entity to increase its capacity to satisfy all the needs that its clients present, thus improving all the products and services that are delivered to the client.
The quality of customer service in Banks is a very important issue for attracting new customers, but managing to implement and improve the service is a great challenge since several factors intervene that must be adjusted to a model a follow; If you provide a high-quality service, you get a real edge in the marketplace. Despite the approach that the institution has, there are certain inconsistencies that cause problems for the client, the service they provide must be of quality in all aspects and for this they must correct failures such as the behavior of workers, systems, drive better form complaints, claims, among others. Continuous quality improvement allows the entity to increase its capacity to satisfy all the needs that its clients present, thus improving all the products and services that are delivered to the client.
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SERVICIO AL CLIENTE, GESTIÓN DE CALIDAD, INNOVACIÓN, CAPACITACIÓN, MEJORA CONTINUA, SATISFACCIÓN, SERVICIOS BANCARIOS
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