Estrategia de mejoramiento para disminuir la problemática de los productos financieros del corresponsal bancario Bancolombia en las terminales de pago del regional centro de Olímpica S.A.

Abstract

One of the most important pillars for the success of organizations is provide excellent customer service, so that they feel comfortable and satisfied each time they purchase and use a product or service. The previous generates many benefits for the organization, among those who stand out customer loyalty to the brand and the improvement of the business image. However, as an organization grows, expands, gains presence in the market, opens new branches and extends its portfolio of products and services, inconveniences arise in customer service. For this reason it is important that there is receptivity to the CPCG (Concerns, Petitions, Complaints and Grievances) made by the clients and even by the employees (even more when these last interacting directly with the clients), because with a correct analysis they can lead to the formulation of ideas and actions that will allow the creation of proposals to solve the problems presented. For the particular case of Olímpica Store S.A. the analysis of the information of perception of client and cashiers that attend them in the payment points as opposed to the provision of one of the services that presents the greatest difficulty, provides important information to formulate a strategy that will be able to solve and avoid problematic situations that they originate there with actions that involve personnel related to payment points and senior management.