Calidad en Servicio Al Cliente

 

KSHKFKLH@B KL FB BQKLH@ØL BF HF@KLQK @ipbrtan pnr F`h. Zbfkr Wnaréjukz

Fb hbf`aba kl kf skrv`h`n bf hf`kltk ks hf`kltk ks uln ak fns pultns pr`inra`bfks quk sk akgkl huipf`r akltrn ak hbab ulb ak fbs kiprksbs, yb quk ks fb pr`ikrb `ibjkl quk kf hf`kltk y ks fbpukakl rkspnlsbgfk ak ibltklkr prkdkrklh`b ak fns i`sins, y s` sk pkrh`gk, ffkjb b bftkrbr hnlvkrrsk kl ulb fb biklbzb quk bdkh bdkhtb tb tblt tbltn n bf ak aksb sbrr rrnf nffn fn y hr hrkh kh`i `i`k `klt ltn n ak fb kiprk iprksb sb.. _nr _nr fn qu qukk akl ak l`r `rki kins ns fb `ipn `ipnrt rtbl blh` h`bb ak a`hc a`hcn n skrv skrv`h `h`n `n pb pbrb rb pnak pnakrr kstr kstruh uhtu turb rbrr bakhubabikltk fb dnrib iâs øpib ak ffkvbrfn b hbgn. Hbf`aba=  Ks ul prnh Hbf`aba=  prnhks ksn n ak ikmn ikmnrb rb hn hnl llu lubb kl gush gushbb ak sb sbs sdb dbhk hkrr fbs fbs lkhks` lkh ks`aba abaks ks akf hf` hf`klt kltkk n bl blh`p h`pbrs brskk b kff kffbs. bs. Fbs Fbs lnr lnrib ibss ak hbf`aba hbf`aba cbl hbig`ban kl kf trblshursn ak fns bòns bsé hnin kvnfuh`nlbl fbs lkhks`abaks akf hf`kltk n usubr`n ak fns prnauhtns y skrv`h`ns quk ndrkhkins. _nr fn quk akgkin akg kinss ibltk ibltklkr lkr ulb hn hniul iul`hb `hbh`ø h`øl l bg`krt bg`krtbb y ulb rktrn rktrnbf` bf`ikl ikltbh tbh`øl `øl bakhubab ak fb np`l`øl akf hf`kltk n kf l`vkf ak sbsdbhh`øl ak lukstrns prnauhtns y skrv`h`ns ntnrjbans. _rnauhtn= Ks _rnauhtn=  Ks kf rkhursn n lkhks`aba quk lukstrn hf`kltk lkhks`tb supf`r. Hf`kltk= Ks fb pkrsnlb, kiprksb u nrjbl`zbh`øl quk lkhks`tb baqu`r`r ul g`kl Hf`kltk= Ks n supf`r ulb lkhks`aba. Kx`stkl hf`kltks ``ltkrlns ltkrlns y kxtkrlns. Fns kxtkrlns kxtkrlns snl tnans bqukffns quk ln pkrtklkhkl b fb kiprksb y fns `ltkrlns snl fns quk dnribl pbrtk ak fb kiprksb. Fb rkjfb ak nrn ks quk s` kf hf`kltk `ltkrln (kipfkbans) sk klhukltrb sbsdkhcn pnr klak kf hf`kltk kxtkrln tbig`àl kstbrâ sbsdkhcn. Kipfkban @lsbsdkhcn @rrkspnlsbgfk Ln fk justb trbgbmbr Ln bbhhkptb rrkkspnlsbg`f`abaks Ln cby `l`h`bvb Xnl bpâhns

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Kipfkban Xbsdkhcn Wkspnlsbgfks Fks justb su trbgbmn Bhkptb rk rkspnlsbg`f`abaks y trbgbmb kl kqu`pn Hrkbvns y hnl `l`h`bvb Xk `aklhbl hnl fb kiprksb

 

Xkrv`h`n= Ks kf vbfnr bjrkjban quk sk fk ndrkhk bf hf`kltk pnr ika`n ak lukstrn Xkrv`h`n= Ks pkrsnlbf, dbh`f`tblan fns rkhursns quk fns hf`kltks qu`krkl hnlskju`r. Hbf`ab Hbf` aba a kl kf sk skrv rv`h `h`n `n==  Ks kf câ câg` g`tn tn ak aksb sbrr rrnf nffb fban an pb pbrb rb `l `ltk tkrp rprk rktb tbrr fbs fbs lkhks`abaks y kxpkhtbvbs ak fns hf`kltks y kl hnlskhuklh`b ndrkhkrfks ul skrv`h`n bhhks`gfk, bakhuban, âj`f, kx`gfk, bprkh`bgfk, ýf, npnrtuln, skjurn y hnlbgfk, býl gbmn s`tubh`nlks `iprkv`stbs n bltk krrnrks, ak tbf iblkrb quk kf hf`kltk sk s`kltb hniprkla`an, btkla`an y skrv`an pkrsnlbfikltk, hnl aka`hbh`øl y khbh`b. khbh`b. Ks kl kst kstkk inikltn hub hublan lan kf vbfnr pkrh`g`an pkrh`g`an pnr kf hf`kltk supkrb sus kxpkhtbvbs, ks kltnlhks hublan fnjrbins fb sbsdbhh`øl ak lukstrn hf`kltk, y kl hnlskhuklh`b su akf`aba y tnan kstn sk vk rkkmban kl ibynrks `ljrksns y iklnrks hnstns pbrb fb nrjbl`zbh`øl. Fb hbf`aba kl kf skrv`h`n akpklak ul 3;% ak lukstrb bhtua y ul 2;% ak fb bptua. Ks akh`r, quk lukstrb a`spns`h`øl y hniprni`sn ak sbsdbhkr klk ibynr vbfnr pbrb kf hf`kltk quk fb hbpbh`aba ak snfbikltk supf`r n hugr`r fb lkhks`aba. Kstb ks fb a`dkrklh`b kltrk skrv`r bf hf`kltk n sbsdbhkr bf hf`kltk. Kstrbtkj`b= Fb kstrbtkj`b `lhfuyk fbs pnféhbs n f`lkbi`kltns jklkrbfks ak fb Kstrbtkj`b= Fb kiprksb pbrb fnjrbr fb sbsdbhh`øl sbsdbhh`øl akf hf`kltk. X`stkib ak Jksøl ak Hbf`aba (XJH)

XJH

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Kf h`hfn _CTB ks _CTB ks ulb ckrrbi`kltb ak fb ikmnrb hnllub, prkskltbab pnr Aki`lj, Aki`lj, fb hubf sk gbsb kl ul h`hfn ak 1 pbsns= _fbl`hbr, Cbhkr, Tkr`hbr y Bhtubr.

H`hfns  

Ru`kgrb

Àx`tn BFQB HBF@ABA

GBMB HBF@ABA

GBMN _WKH@N

IKLNX HF@KLQKX BFQNX HNXQNX

G[KL _WKH@N

IÂX HF@KLQKX GBMNX HNXQNX

Gklkdh`ns quk fbs kiprksbs pukakl ffkjbr b hnlskju`r bf nrkhkr hbf`aba kl kf skrv`h`n bf hf`kltk= 2. Ibynr fkbftba n akf`aba ak fns hnlsui`anrks, hf`kltk hf`kltkss y usubr`ns. 7. @lhrkikltn kl fbs vkltbs y fb rkltbg`f`aba. 8. Lukvns hf`kltks pnr rkhniklabh`øl. 1. Iklnrks jbstns kl bhv`abaks ak ibreklj.

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;. Iklns rkhfbins y kl hnlskhuklh`b iklnrks jbstns nhbs`nlbans nhbs`nlbans pnr su jksøl. 4. Ikmnr `ibjkl y rkputbh`øl ak fb kiprksb. :. [lb hfbrb a`dkrklh`bh`øl ak fb kiprksb rkspkhtn b sus hnipkanrks. 3. [l ikmnr hf`ib ak trbgbmn `ltkrln, yb quk fns kipfkbans ln kstâl prks`nlbans pnr fbs hnllubs qukmbs ak fns hnlsui`anrks, usubr`ns y hf`kltks. 0. [lb ibynr pbrh`pbh`øl ak ikrhban _brb fnjrbr ndrkhkr hbf`aba kl kf skrv`h`n bf hf`kltk pr`ikrn cby quk kshuhcbr fbs lkhks`abaks akf hf`kltk, `ipfkikltbr ul s`stkib ak rktrnbf`ikltbh`øl quk lns byuak b akl`r fbs kstrbtkj`bs bakhubabs y snstkl`gfks pbrb pnakr jbrblzbr fb sbsdbhh`ø jbrblzbr sbsdbhh`øl l ak lukstrn lukstrnss hf`kltk hf`kltks. s. Kstb Kstbss kstrbtkj`bs kstrbtkj`bs sk akgkl kfbgnr kfb gnrbr br b fb ika ika`ab `ab yb quk ln tnans tnans fns hf` hf`klt kltks ks hukltbl hukltbl fbs i`sibs i`sibs lkhks`abaks.

Kkhtns ak `jlnrbr fb hbf`aba kl fb btklh`øl bf hf`kltk. -Xk p`krakl fns hf`kltks -Gbmbl fbs vkltbs -Xk `lhrkikltbl fns hnstns -Xk `lhrkikltbl fns rkhfbins -Xk p`krak hnipkv`aba -Xk hnrrk kf r`ksjn ak aksbpbrkhkr akf ikrhban

Krrnrks quk LN sk akgkl hniktkr kl kf skrv`h`n bf hf`kltk.

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-Xkr akshnrtàs n cbgfbr hnl pbfbgrbs snkhks, jrnskrbs n sbrhâshbs. Drkltk bf hf`kltk n bf hf`kltk, s`kiprk lns akgkins a`r`j`r hnl ul vnhbgufbr`n hnrrkhtn y jklf. -Xkr bpâhn y ln `ltkrksbrsk kl fns rkqukr`i`kltns akf hf`kltk. Lnribfikltk kstk hbsn sk ab kl kf pkrsnlbf quk ln kstâ hnldnrik n ln hukkltb hu ltb hnl `lh lhkl klv vns ns yb skb pn pnrr ul bi big` g`kklt ltkk fbgnrb gnrbff cnsf nsf n ibf rkiulkrban. Kmkipfn= Kmkipfn= ‖Ksn ln ik hnrrkspnlak’ ‖Ln pukan byuabrfk’ byuabrfk’ -Dbftbr b ul hniprni`sn ak kipn n bhh`øl. Ks hublan fk prniktkins ul g`kl n ulb rkspukstb bf hf`kltk y ln fnjrbins huipf`r. Kmkipfn= Ln akvnfvkr ffbibabs, ln jksnlbr ul rkhfbin, dbftbr kl kf kipn ak kltrkjb, kth. -Ln skr bhhks`gfk. Kl iuhcbs kiprksbs kf hf`kltk snfn klk bhhksn bf pkrsnlbf ak pr`ikrb fb, y kstk kstk ln puka pukakk tnib tnibrr akh` akh`s` s`nl nlks ks n sn snfv fvkl kltb tbrr fns fns pr prng ngfk fkib ibss ak dnri dnribb `lika` `li ka`btb btb fn quk kld kldbab bab bf hf` hf`klt kltkk jk jklkr lkrbla blan n `lh `lhnld nldnri nri`ab `aba a quk fukjn fukjn rkpkrhutk kl fbs vkltbs. -Ln fnjrbr fb sbsdbhh`øl sbsdbhh`øl akf hf`kltk hf`kltk.. Ks hublan lns f`i`tbins b ndrkhkr ul prnauhtn n skrv`h`n s`l vkfbr pnr ndrkhkr hbf`aba kl kf prnhksn y bsé supkrbr fbs kxpkhtbvbs ak lukstrn hf`kltk. -Ln skr s`lhkrns. Fn ýfin quk qukrkins ks quk lukstrn hf`kltk sk s`kltb kljbòban, yb quk ak skr bsé skrâ ul hf`kltk pkra`an.

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