Sistematización de prácticas profesionales en banco de Bogotá del Municipio de Girardot
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Date
2022-11-30
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Publisher
Corporación Universitaria Minuto de Dios
Type
Thesis
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Atribución-NoComercial-SinDerivadas 2.5 Colombia
Abstract
En este documento se presenta un plan estratégico de atención al usuario para personas con discapacidad auditiva dentro de las entidades bancarias, esto teniendo en cuenta la necesidad de implementar una línea de atención especializada para estos asistentes, debido a la carencia de mecanismos que faciliten la realización de trámites para esta población, cuya necesidad fue detectada dentro de una serie de visitas a diferentes entidades bancarias en la ciudad de Girardot Cundinamarca.
Por este motivo, en los apartados del trabajo se realizó una cantidad de recomendaciones a tener en cuenta para mejorar esta deficiencia generalizada dentro de los protocolos de atención al usuario, lo cual impactará positivamente en la dinámica de mercado de las instituciones que apliquen esta política, como consecuencia de la escasez de estos servicios en estos contextos.
La implementación de procedimientos de capacitación en lenguaje de señas a los empleados de las entidades se convierte en uno de los retos de planificación estratégica fundamentales para los bancos si desean ampliar su capacidad de atención y mejorar su productividad durante los próximos años, puesto que, las entidades financieras con servicios digitales se vienen modernizando cada a vez más y se han convertido en una fuerte competencia para los bancos comerciales tradicionales.
This document presents a strategic plan for customer service focused on people with hearing disabilities into banks companies, this taking into account the need to implement a specialized care line for these assistants, caused by the lack of mechanisms to facilitate the completion of procedures for this population, whose need was detected within a series of visits to different banks in the city of Girardot, (Cundinamarca). For this reason, in the sections of the work a number of recommendations were made to improve this widespread deficiency within user care protocols, which will have a positive impact on the market dynamics of the institutions that apply this policy, as a consequence of the scarcity of these services in these contexts. The implementation of training procedures in sign language for employees of the entities becomes one of the challenges of key strategic planning for banks if they want to expand their attention span and improve their productivity over the next few years, because financial institutions with digital services are modernizing and have become a strong competition for Traditional commercial banks.
This document presents a strategic plan for customer service focused on people with hearing disabilities into banks companies, this taking into account the need to implement a specialized care line for these assistants, caused by the lack of mechanisms to facilitate the completion of procedures for this population, whose need was detected within a series of visits to different banks in the city of Girardot, (Cundinamarca). For this reason, in the sections of the work a number of recommendations were made to improve this widespread deficiency within user care protocols, which will have a positive impact on the market dynamics of the institutions that apply this policy, as a consequence of the scarcity of these services in these contexts. The implementation of training procedures in sign language for employees of the entities becomes one of the challenges of key strategic planning for banks if they want to expand their attention span and improve their productivity over the next few years, because financial institutions with digital services are modernizing and have become a strong competition for Traditional commercial banks.
Description
Realizar una revisión documental que permita identificar qué tanta atención se les ha prestado a los temas de inclusión de la población con discapacidad auditiva dentro de espacios analizados
Keywords
Entidades bancarias, Lenguaje de señas, Discapacidad auditiva, Servicio al cliente, Banks, Sign language,, Hearing impairment, Customer service