Diseño de un plan de mejoramiento para el servicio al cliente y la retención en el banco Falabella

Abstract

Will be applied to the banco Falabella research work analyzing current issues related to the customer service area and how this affects to the Bank with the cancellation of the credit card, the objective of the research will be based on the design an improvement plan for service and customer retention in the banco Falabella. Analyzing the different current attention times in the Office South homecenter and percentage of cancellation of the card as a result of this aspect. In the development of research became apparent several points to keep in mind to deal with the problem, first the digiturno configuration is indispensable to ensure times suitable for different customers of the Bank, In addition it must be a standardisation of the processes that take place in the interior of the Bank. These changes ensures that the intention of cancellation of credit card will be reduced considerably since the percentage at the beginning of the investigation was 35% for this reason.