Estrategias de servicio y atención al cliente de la cooperativa de ahorro y crédito Cotopaxi, ubicada en la parroquia Pastocalle, cantón Latacunga, provincia de Cotopaxi.
This research work has as main objective to develop service strategies and customer care for the benefit of the Cooperative Savings and Credit Cotopaxi, which does not have strategies according to customer needs. For this reason the institution offered its support in the study of the problem mention...
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| Formato: | bachelorThesis |
| Idioma: | spa |
| Publicado: |
2014
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| Acceso en liña: | http://repositorio.utc.edu.ec/handle/27000/4708 |
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Engadir etiqueta | Summary: | This research work has as main objective to develop service strategies and customer care for the benefit of the Cooperative Savings and Credit Cotopaxi, which does not have strategies according to customer needs. For this reason the institution offered its support in the study of the problem mentioned above in order to improve its service, so that its customers feel satisfied of receiving good care of this financial institution. Strategies were proposed taking into account the procedures and methods to be used by a good secretary in the customer service. Through surveys applied to customers and managers of the bank and with the use of observation index card, it was proved the lack of interest in giving a better attention to customers. For these reason strategies for customer service and attention was proposed with current effective and efficient techniques in order to improve the service provided by the Savings and Credit Cooperative “Cotopaxi” to users who daily go to the entity. It is important to emphasize that it is an institutional need to improve the quality of service in order to have more customers. |
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