Bibliographic citations
Quiliche, M., (2016). Propuesta de un diseño de mejora del proceso de atención de clientes para mejorar la calidad del servicio de una entidad bancaria Cajamarca 2016 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/9901
Quiliche, M., Propuesta de un diseño de mejora del proceso de atención de clientes para mejorar la calidad del servicio de una entidad bancaria Cajamarca 2016 [Tesis]. PE: Universidad Privada del Norte; 2016. https://hdl.handle.net/11537/9901
@misc{renati/1675558,
title = "Propuesta de un diseño de mejora del proceso de atención de clientes para mejorar la calidad del servicio de una entidad bancaria Cajamarca 2016",
author = "Quiliche Villanueva, Marina Haydee",
publisher = "Universidad Privada del Norte",
year = "2016"
}
ABSTRACT This study has been prepared in order to present a design improvement process to improve customer service quality of the bank in the city of Cajamarca specifically in the area of platform. The methodology for the study of service customer uses customer surveys, workers and an intervi ew with the supervisor of the bank in order to identify the problems occurred in the process of customer support platform area, in this sense know the causes. It could identify different causes of poor service in customer support platform area of the bank, which were delayed orders requirement, poor call due to lack of telephone lines, and saturation of calls, lack experience of staff, lack of training of staff and lack of empathy. These causes transformed into opportunities for improvement, of which various proposals were made. In this situation it presents a design proposal for improvement in service customer, which ar e: development of new process customer, purchase more telephone lines, hire more staff to care for telephone lines, design a manual customer support for staff training, create a memory of the products and services of the bank aid and finally developing a check list to allow the employee to better develop customer, with these proposals The Entity Bank would improve customer service efficiently.
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