Diseño y propuesta de un manual de procedimientos para el área de servicio y atención al cliente de la Cooperativa de Ahorro y Crédito Amazonas Ltda. de la ciudad de Puyo, 2014.

Abstract

The credit union "Amazonas Ltda." born from a group of retailers, who were working informally in the streets of Puyo city; with the participation of 15 founding members was established in October 2003, currently offers multiple services such as savings, credit, investing, Child Account Amazonas, agreement with the social protection program human development bonus, international money transfers, Conventions for immediate institutional credit. This research aims conduct a thorough internal investigation in the area of services and customer support of the cooperative in order to evaluate the processes in each of the activities, and improve the care optimizing the time through the usage of defined processes in caring for partners and customers of the cooperative. With the dataobtained from the analysis it was possible to diagnose that there is considerable customer dissatisfaction regarding the delay time for not knowing the processes of the activities when making their work, peculiarity that has contributed to no loyalty or customers increase. Therefore a Procedures Manual for the Service Area and Customer Support that indicates clearly and accurately well-defined process to be followed to implement each of the activities carried out in the area will be proposed, thus able to provide prompt and timely service.