Registro de la atención al cliente y su respectiva trazabilidad a las PQRS a través de indicadores que permitan evaluar, mejorar y satisfacer el cliente en general
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Date
2021-11-15
Authors
Alzate Velásquez, Leidy Johana
Advisors
Urrego Marín, María Lucelly
Editors
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Minuto de Dios
Type
Thesis
Rights
Restringido
Abstract
El presente trabajo de grado busca realizar un plan de mejoramiento en la empresa Redline Inc. SAS, principalmente en el área de servicio al cliente y en los demás procesos administrativos de la empresa donde lo requiera, mediante el cual se hará un diagnóstico donde se identifiquen las necesidades y expectativas de la compañía. Esto se hará con el fin de hacer una trazabilidad del cliente y buscar indicadores que permitan evaluar novedades, quejas y reclamos de los clientes. Se procede primero que todo a evaluar conceptos y temas relacionados con la atención al cliente, para ello se hacen ciertas investigaciones referente a temas relacionados con la esencia de lo que es la empresa en relación con las telecomunicaciones. Se buscan referentes de empresas del oriente antioqueño comparando servicios ofrecidos, para analizar y realizar ideas semejantes para ir a la par con la competencia, y mejorar aspectos generales en la empresa Redline Inc. SAS. Se implementó una encuesta post venta con el fin de evaluar la atención al cliente desde el primer contacto hasta la instalación del servicio. Por medio de llamada se evalúa y en caso de no contestar el usuario, se envía al correo o WhatsApp. Finalmente se logra organizar los indicadores a evaluar mes a mes, se realiza una DOFA del entorno para revisar la competencia y se evidencia el valor agregado de la empresa Redline. La atención personalizada y el carisma en cada llamada donde el cliente se siente atendido de una manera servicial y muy familiar.
This degree project seeks to carry out an improvement plan in the company Redline Inc SAS, mainly in the area of customer service and in the other administrative processes of the company where required, through which a diagnosis will be made where the needs and expectations of the company. This will be done in order to trace the client and look for indicators that will evaluate news, complaints and claims from clients. First, we proceed to evaluate concepts and issues related to customer service, for these certain investigations are made regarding issues related to the essence of what the company is in relation to telecommunications. We are looking for references of companies from eastern Antioquia by comparing services offered, to analyze and proceed to carry out similar ideas to keep up with the competition and improve general aspects in the company Redline Inc SAS. A post-sale survey is implemented in order to evaluate customer service from the first contact to the installation of the service. By means of a call it is evaluated and in case the user does not answer, it is sent to the mail or whatsapp. Finally, it is possible to organize the indicators to be evaluated month by month, a mock of the environment is carried out to review the competition and the added value of the Redline company is evidenced. The personalized attention and the charisma in each call where the client feels attended in a helpful and very familiar way.
This degree project seeks to carry out an improvement plan in the company Redline Inc SAS, mainly in the area of customer service and in the other administrative processes of the company where required, through which a diagnosis will be made where the needs and expectations of the company. This will be done in order to trace the client and look for indicators that will evaluate news, complaints and claims from clients. First, we proceed to evaluate concepts and issues related to customer service, for these certain investigations are made regarding issues related to the essence of what the company is in relation to telecommunications. We are looking for references of companies from eastern Antioquia by comparing services offered, to analyze and proceed to carry out similar ideas to keep up with the competition and improve general aspects in the company Redline Inc SAS. A post-sale survey is implemented in order to evaluate customer service from the first contact to the installation of the service. By means of a call it is evaluated and in case the user does not answer, it is sent to the mail or whatsapp. Finally, it is possible to organize the indicators to be evaluated month by month, a mock of the environment is carried out to review the competition and the added value of the Redline company is evidenced. The personalized attention and the charisma in each call where the client feels attended in a helpful and very familiar way.
Description
Diseñar un modelo de atención al cliente para la trazabilidad del tratamiento de las PQRS con el fin de diagnosticar mejoras para la satisfacción del cliente.
Keywords
Calidad, Cliente, Mejora de procesos, Satisfacción, Servicio al cliente, Client, Customer service, Process improvement