Administrative impact since the implementation of the school service at Finandina Bank
Customer Service is a very important issue because through this you can increase the profits of an organization. FInandina Bank aware of the importance of Customer Service Implement School Customer Service from the month of December 2013.The main objective of the School of service is to have a memor...
- Autores:
-
Bedoya Romero, John Fredy
- Tipo de recurso:
- Fecha de publicación:
- 2014
- Institución:
- Universidad Militar Nueva Granada
- Repositorio:
- Repositorio UMNG
- Idioma:
- spa
- OAI Identifier:
- oai:repository.umng.edu.co:10654/13169
- Acceso en línea:
- https://hdl.handle.net/10654/13169
- Palabra clave:
- SERVICIO AL CLIENTE
RELACIONES CON LOS CLIENTES
BANCO FINANDINA - ESTUDIO DE CASOS
customer service
training school
servicio al cliente
escuela de servicio
- Rights
- License
- http://purl.org/coar/access_right/c_abf2
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| dc.title.eng.fl_str_mv |
Administrative impact since the implementation of the school service at Finandina Bank |
| dc.title.spa.fl_str_mv |
Impacto administrativo de la implementación de la escuela de servicio en el Banco Finandina |
| title |
Administrative impact since the implementation of the school service at Finandina Bank |
| spellingShingle |
Administrative impact since the implementation of the school service at Finandina Bank SERVICIO AL CLIENTE RELACIONES CON LOS CLIENTES BANCO FINANDINA - ESTUDIO DE CASOS customer service training school servicio al cliente escuela de servicio |
| title_short |
Administrative impact since the implementation of the school service at Finandina Bank |
| title_full |
Administrative impact since the implementation of the school service at Finandina Bank |
| title_fullStr |
Administrative impact since the implementation of the school service at Finandina Bank |
| title_full_unstemmed |
Administrative impact since the implementation of the school service at Finandina Bank |
| title_sort |
Administrative impact since the implementation of the school service at Finandina Bank |
| dc.creator.fl_str_mv |
Bedoya Romero, John Fredy |
| dc.contributor.advisor.none.fl_str_mv |
Salazar, Jair |
| dc.contributor.author.none.fl_str_mv |
Bedoya Romero, John Fredy |
| dc.subject.lemb.spa.fl_str_mv |
SERVICIO AL CLIENTE RELACIONES CON LOS CLIENTES BANCO FINANDINA - ESTUDIO DE CASOS |
| topic |
SERVICIO AL CLIENTE RELACIONES CON LOS CLIENTES BANCO FINANDINA - ESTUDIO DE CASOS customer service training school servicio al cliente escuela de servicio |
| dc.subject.proposal.eng.fl_str_mv |
customer service training school |
| dc.subject.proposal.spa.fl_str_mv |
servicio al cliente escuela de servicio |
| description |
Customer Service is a very important issue because through this you can increase the profits of an organization. FInandina Bank aware of the importance of Customer Service Implement School Customer Service from the month of December 2013.The main objective of the School of service is to have a memorable experience for the customer. When speaking of memorable experience is to say it is one that exceeds customer expectations. Customer satisfaction plays sharing your experience with others in their work and social environments. .de Hence it is the concern: What is the administrative impact it has had on the implementation Finandina Bank Training School in customer service since its inception? . That is why this Case Study is developed in order to make the appropriate diagnosis on this. |
| publishDate |
2014 |
| dc.date.issued.none.fl_str_mv |
2014-06-25 |
| dc.date.accessioned.none.fl_str_mv |
2015-04-14T13:36:15Z |
| dc.date.available.none.fl_str_mv |
2015-04-14T13:36:15Z |
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info:eu-repo/semantics/bachelorThesis |
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http://purl.org/coar/resource_type/c_7a1f |
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Trabajo de grado |
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https://hdl.handle.net/10654/13169 |
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https://hdl.handle.net/10654/13169 |
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spa |
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spa |
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http://purl.org/coar/access_right/c_abf2 |
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http://purl.org/coar/access_right/c_abf2 |
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pdf |
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pdf |
| dc.publisher.spa.fl_str_mv |
Universidad Militar Nueva Granada |
| dc.publisher.program.spa.fl_str_mv |
Especialización en Finanzas y Administración Pública |
| dc.publisher.faculty.spa.fl_str_mv |
Facultad de Ciencias Económicas |
| institution |
Universidad Militar Nueva Granada |
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| spelling |
Salazar, JairBedoya Romero, John FredyEspecialista en Finanzas y Administración Pública2015-04-14T13:36:15Z2015-04-14T13:36:15Z2014-06-25https://hdl.handle.net/10654/13169Customer Service is a very important issue because through this you can increase the profits of an organization. FInandina Bank aware of the importance of Customer Service Implement School Customer Service from the month of December 2013.The main objective of the School of service is to have a memorable experience for the customer. When speaking of memorable experience is to say it is one that exceeds customer expectations. Customer satisfaction plays sharing your experience with others in their work and social environments. .de Hence it is the concern: What is the administrative impact it has had on the implementation Finandina Bank Training School in customer service since its inception? . That is why this Case Study is developed in order to make the appropriate diagnosis on this.El Servicio al Cliente es un tema de mucha importancia ya que a través de este se pueden aumentar las utilidades de una Organización. El Banco Finandina consciente de la importancia del Servicio al Cliente implemento la Escuela de Servicio al Cliente desde el mes de Diciembre de 2013. El Objetivo principal de la Escuela de Servicio es que exista una experiencia memorable para el cliente. Cuando se habla de experiencia memorable se quiere decir que es aquella que supera las expectativas del cliente. El cliente reproduce su satisfacción compartiendo su experiencia con otras personas en sus entornos laborales y sociales. .De aquí que resulte la inquietud : ¿ Cuál es el impacto administrativo que ha tenido para el Banco Finandina la implementación de la Escuela de Formación en Servicio al Cliente desde su instauración? . Es por esto que se desarrolla este Estudio de Caso con el fin de hacer el diagnostico correspondiente sobre este tema.pdfpdfspaUniversidad Militar Nueva GranadaEspecialización en Finanzas y Administración PúblicaFacultad de Ciencias EconómicasAdministrative impact since the implementation of the school service at Finandina BankImpacto administrativo de la implementación de la escuela de servicio en el Banco Finandinainfo:eu-repo/semantics/bachelorThesisTrabajo de gradohttp://purl.org/coar/resource_type/c_7a1fSERVICIO AL CLIENTERELACIONES CON LOS CLIENTESBANCO FINANDINA - ESTUDIO DE CASOScustomer servicetraining schoolservicio al clienteescuela de serviciohttp://purl.org/coar/access_right/c_abf2ORIGINALSeminario de Investigacion Junio 25.pdfapplication/pdf951302https://repository.umng.edu.co/bitstreams/e8637332-bb64-49dc-91bf-b6ca7e706263/download1e90807077ebcef31e29037a27f06469MD51LICENSElicense.txttext/plain1748https://repository.umng.edu.co/bitstreams/9fb64e2c-fbc0-4102-9798-5e7f2cf79952/download8a4605be74aa9ea9d79846c1fba20a33MD52TEXTSeminario de Investigacion Junio 25.pdf.txtExtracted texttext/plain24804https://repository.umng.edu.co/bitstreams/2817c162-d2fd-44eb-a8dd-7971b3492ab3/download6c840e6ea22888f77310c2700e788482MD53THUMBNAILSeminario de Investigacion Junio 25.pdf.jpgIM Thumbnailimage/jpeg4972https://repository.umng.edu.co/bitstreams/f2fbe4b1-9f3d-4407-be3d-95c938f3c16d/downloadb1b6fb0bb7ff5b23c375d50e8c2387b9MD5410654/13169oai:repository.umng.edu.co:10654/131692025-10-28 15:34:50.215open.accesshttps://repository.umng.edu.coRepositorio Institucional UMNGbibliodigital@unimilitar.edu.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 |