Estrategias para mejorar el servicio al cliente en la secretaría de la Cooperativa de Ahorro y Crédito de La Pequeña Empresa de Palora, período 2017

Abstract

Strategies to improve customer service in the secretariat of Savings and Credit Cooperative of the small Company from Palora, period 2017, are intended to establish actions to improve customer service offered at the financial Institution. For the development of the strategies, a diagnosis was made of the current situation of the processes of attention to internal and external customers, surveys were applied to the entity´s partners through a structured questionnaires, which allowed to know the following results: prolonged waiting times and low levels in the quality of the services provided to the partners and clients, situation that affects the dissatisfaction of people who come to the institution in search of information. For this reason, administrative management strategies are proposed to strengthen customer service and attention, such as: timely delivery of information, timely telephone service, improvements to internal environments, evaluation of satisfaction levels, signaling in the different locations of the organization, suggestions and complaints box, qualifier of services and training for employees on issues related to customer service. It is recommended to strengthen the processes of customer service, by means of a systematic development of activities though quick processes with actions focused on providing personalized attention and warmth, implement motivation programs that encourage continuous improvement in employee performance and participation of the associates in the different plans and services offered by the Cooperative.