Browsing by Author "Ariza-Hernandez, Fabian Andres"

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    Diseño de estrategia para la mejora de servicio al cliente del Banco Itaú oficina principal en la ciudad de Bogotá
    Ariza-Hernandez, Fabian Andres; Valbuena, Ángela
    The purpose of this degree work is to design a strategy for the improvement of Itaú Bank's customer service specifically for clients located in the city of Bogotá, to comply with this purpose, a descriptive investigation was proposed, the information collected For this work it comes from documentary research, through this method it can be expressed in qualitative terms and also in quantitative terms the latter will be reflected with real data from the bank in relation to the number of PQRS that were presented during the course of January to December of year 2018 with the purpose of relying on updated data, the body of this work has information obtained from different authors that allowed to know strategies of customer service, marketing, requests, complaints, claims and suggestions (PQRS) and innovation in search of improving customer satisfaction levels providing better service io.