PLAN FOR

IMPROVING THE
MANAGEMENT
PROCESS CUSTOMER
SERVICE

Apprentice
Jorge Miguel Morán Tulcán

Instructor
Maribel Sánchez Molina

SENA - 2019
DEFINITION OF THE PROBLEM

Analyze customer service practices and the treatment of

advisors to provide support and solutions to Portfolio
requirements.
OBJECTIVE

Carry out an improvement plan for the customer service

management process for the customer's telephone and
face-to-face service in order to streamline processes in
the operations area.
IMPROVEMENT PLAN
It is necessary to define the recommendations, so that
the company achieves better levels of efficiency and
effectiveness, based on administrative improvement.
Thus, the suggestions made by the research group to the
company, lie in the following:
 IMPROVEMENT PLAN
WEAKNESS CORRECTIVE IMPACT
ACTION
Misrepresentation Manual update Labor
in functions and of functions commitments
tasks delivering
functions manual
Planning area Creation Creation of plans,
missing department of programs and
Planning projects for
development
and
Business Growth.
Lack of control Implementation Contribute to the
mechanisms of standards improvement of
performance performance
RECOMMENDATIONS
Experience shows that users or consumers of goods and
services are looking for the greatest satisfaction in
exchange for their available resources, not only that they
are represented in benefits but also in obtaining of
added values such as the service environment, as well as
the monitoring and good treatment they receive from
the personnel in charge of providing the services and
providing the attention. In other words, the client is
uneasy about establishing a link with the company from
the field of emotions, reaching his conviction and
satisfaction, realizing that their well-being and their
needs are important.