Proposal to improve the quality of telephone sales service - Rubilar E., Crisla; Rubilar H., Natalia
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The book aims to design a proposal to improve the quality of service of the company Banco Estado contacto 24 hrs S.A.The proposal is to improve the quality of service delivered by the company, which aims to sell financial products via telephone to customers across the country, making visits to deliver the product to your home or business in order to avoid approaching a branch and optimize the customer's time. The problem that arises within the company that led us to improve the service is that it fails to specify the visits offered, delivers wrong documents, and does not make a good request or…mehr

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Produktbeschreibung
The book aims to design a proposal to improve the quality of service of the company Banco Estado contacto 24 hrs S.A.The proposal is to improve the quality of service delivered by the company, which aims to sell financial products via telephone to customers across the country, making visits to deliver the product to your home or business in order to avoid approaching a branch and optimize the customer's time. The problem that arises within the company that led us to improve the service is that it fails to specify the visits offered, delivers wrong documents, and does not make a good request or lose documentation, adding to that hinders the work of the headquarters to activate the products for lack of documentation.Other problems arise with the logistics company and with the head office department, because it delays a lot the management required for the activation of the credit, which is the deposit of money to the customer's account, postponing the days of the service offered, leaving the customer dissatisfied, showing the inefficient quality of service, and loss of loyalty.
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Autorenporträt
La investigación se realizo en la Universidad del Bio Bio, Chile , por dos alumnas de Ingeniera en Ejecución de Administración de empresa, las cuales presentaron esta propuesta como un proyecto de marketing que da a conocer como base teórica síntesis del marketing; calidad del servicio,modelo de percepción de calidad, expectativas de servicio, etc.