Diseño de estrategias de servicio al cliente para la Cooperativa de Ahorro y Crédito UNIANDES Ltda. en la ciudad de Riobamba

Abstract

The “Design of service strategies to customer for the cooperative of savings and credit Uniandes Ltda. In the city of Riobamba”, with the aim of achieving the progressive improvement of management in customer service. Strategies are developed for the improvement of customer service, based on the training of the staff of the entity and through the application of a test to the collaborators of the entity, to measure the level of Knowledge in the field of customer service, and in this way to be able to take corrective measures for continuous improvement. It also proposes the strategy of assistance to the user, through a call center in which we will schedule the telephone numbers of current customers, as well as trainig staff for the correct management of new communication tools and social networks with customers. In addition to promote strategic alliances with local companies to offer our customers special discounts on the purchase of inputs; and demand new foundation for our confidence in the cooperative, implementation of the stratragy of economic injection is suggested to expand the reach of financial services. The application of the strategies proposed for the cooperative, will be of great contribution for the development of the financial institution, since through learning, the human talent will provide a better service to the users of the same.