Citas bibligráficas
Moreno, J., (2023). Propuesta de diseño de un programa de mejora de atención al cliente bajo la modalidad de trabajo híbrido en una empresa del sector financiero [Universidad del Pacífico]. https://hdl.handle.net/11354/4158
Moreno, J., Propuesta de diseño de un programa de mejora de atención al cliente bajo la modalidad de trabajo híbrido en una empresa del sector financiero []. PE: Universidad del Pacífico; 2023. https://hdl.handle.net/11354/4158
@misc{renati/235462,
title = "Propuesta de diseño de un programa de mejora de atención al cliente bajo la modalidad de trabajo híbrido en una empresa del sector financiero",
author = "Moreno Saavedra, Jhoully Kattherine",
publisher = "Universidad del Pacífico",
year = "2023"
}
The purpose of this paper is to propose an improvement program in customer service, under the hybrid work model, in a company in the Peruvian financial system. It was identified that, the current attention was not related to the strategic guidelines sought by the company. Likewise, there were no standardized parameters regarding the best way to serve the client from a hybrid work scheme; Rather, it was a reactive response to adapt to normality as a result of the Covid-19 pandemic. At present, the collaborators apply their own criteria in the search for the best practices to achieve the objectives set by the organization. In order to identify the main dissatisfactions of the clients, in-depth interviews were applied to the collaborators to carry out a diagnosis of the current situation. Subsequently, with the findings obtained and with the support of the academic literature regarding the modalities of work, customer satisfaction and the quality of services in the banking industry, an improvement program was prepared that includes guidelines and parameters that go in line with the strategic objectives of the organization.
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