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Diseño para el 2021 de un plan de atención al cliente, que fortalezca la imagen corporativa de la caja de compensación familiar del departamento de córdoba, a través de la subdirección de servicios

El documento tiene como objetivo analizar la cultura de servicio presente en la Caja de Compensación Familiar de Córdoba (Comfacor), con el fin de promover la optimización de la atención al cliente, en base a factores internos que inciden en la forma de generar los servicios que brindan a los usuari...

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Detalles Bibliográficos
Autor Principal: De la Ossa Valoyes, Sandra Liliana
Otros Autores: Parra Torres, Lina Marcela
Formato: Desconocido (Unknown)
Publicado: 2021
Materias:
Abstract. The document aims to analyze the service culture present in the Family Compensation Fund of Córdoba (COMFACOR), in order to promote the optimization of customer service, based on internal factors that influence the way of generating services that they provide to users, in order to meet their expectations. In this way, it is necessary to take into account that it is a set of activities that must be combined in a timely manner to provide the client with the best possible 4 result. Therefore, it is necessary to study notions such as customer service, its characteristics, the culture in the organization, the types and functions, the keys to its development, the objectives of cultural transformation and the methodology to generate a culture of service. As for the technique used for this purpose, it was based on a documentary or bibliographic review through various texts, articles, as well as electronic sources. As initial results of the customer service plan to strengthen the corporate image of the compensation fund, a multichannel strategy and an omnichannel strategy are designed in order to improve the Comfacor user experience. Keywords: service, customer service, organizational culture, service culture, multichannel, omnichannel.

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