Fase III, Integración de Áreas Involucradas en El Servicio Al Cliente

 

Aisj GGG, G`tjhriogÿ` mj érjis g`vecuorimis j` jc sjrvgoge ic ocgj`tj

 Iotgvgmim mj iprj`mgzikj 97 Aisj mj Jvicuiogÿ` Jvgmj`ogi : 

Orgstgi` Mivgm Me`ojc Derki

_j`i ]jo`ecehæi j` hjstgÿ` cehæstgoi _i`tgihe mj oicg 92 mj fiye mj 4>4>

 

9. Mgsjùe y erhi`gziogÿ` mjc mjpirtifj`te mj cehæstgoi; i. Jc erhi`ghrifi mjc mjpirtifj`te mj cehæstgoi oefjrogic.

d. Ci mjsorgpogÿ` mj au`oge`js piri oimi oirhe quj bioj pirtj mjc jqugpe fuctgmgsogpcg`irge mj cehæstgoi. OITHE 

  Mgrjoter Mj Hjstgÿ` Cehæstgoi



  _udmgrjoter Cehæstgoe



TJYZJTGFGJ@]E_  Edkjtgves

Au`oge`js

Mjmgoiogÿ` i ci cehæstgoi g`tjr`i y i ci mgstrgduogÿ`  prepgi mj ci erhi`gziogÿ` ouyes edkjtgves jsté` mj`tre mj u` pci` jstritçhgoe mj ci jfprjsi. Cgmjrir y oustemgir ci g`aerfiogÿ` mj ces dgj`js fujdcjs j g`fujdcjs, g`vj`tirges, jcjfj`tes mj

Tjoij teme jc fevgfgj`te, icfioj`ifgj`te y mgstrgduogÿ` mj fitjrgicjs y premuotes mj u`i erhi`gziogÿ` pjqujùi y fjmg`i.

Gmj`tgagoir y oe`secgmir ces g`vj`tirges rjicgzimes j` cis mgajrj`tjs mjpj`mj`ogis. Mgrghgr y erhi`gzir cis au`oge`js

 

  _upjrvgser Ag`i`ogjre



oe`sufe y mjvecutgves, oe`aerfj i cis `erfis y  preojmgfgj`tes mj u`i erhi`gziogÿ` Oe` rjciogÿ` i cis oipiogmimjs i`icætgois, mjdjré tj`jr bidgcgmimjs  piri ipertir, sustj`tir gmjis y oujstge`ir cis gmjis mj ces mjfés, fi`tj`gj`me ci oe`agi`zi y jc rjspjte< `jojsgtiré oe`tir oe` bidgcgmimjs mj cgmjrizhe y oipiogmim piri rjcioge`irsj y hjstge`ir jc tridike mj cis pjrse`is

  _upjrvgser Mj ^remuoogÿ`



  _upjrvgser Mj Firljtg`h W Qj`tis



  preojses mj pjmgmes



  g`vj`tirges

js mefg`ir y ipcgoir bjrrifgj`tis ticjs oefe acukes mj oiki,  prjsupujstes, oécouc oé couces es jto., imjfés mj jste mjdj tj`jr oefpjtj`ogis y bidgcgmimjs, pj`sifgj`te sgstçfgoe y jstritçhgoe, orgtjrge jfprjsirgic, jxpjrgj`ogi y prjpiriogÿ`.

jkjouogÿ` mj cis iotgvgmimjs Isjhuri ci oerrjoti jkjouogÿ` mj cis rjqujrgmis piri ci hjstgÿ` mj iotgvgmimjs rjqujrgmis piri ci hjstgÿ` mites i trivçs mj ces sgstjfis mj mites i trivçs mj ces sgstjfis mj mj g`aerfiogÿ` y sj j`oirhi g`aerfiogÿ`, hiri`tgzir jc duj` mj fi`tj`jr jc steol mj au`oge`ifgj`te mj ci premuoogÿ` mj  premuoogÿ` i u` duj` `gvjc u`i jfprjsi Ci pci`gagoiogÿ` y tj`gj`me j` ouj`ti ci eajrti supjrvgsgÿ` mjc tridike mj ces y ci mjfi`mi quj biy j` jfpcjimes. _upjrvgsgÿ` mj ces  demjhi  preojses mj premuoogÿ` e aidrgoiogÿ` mj premuotes Mjdj j`tj`mjr quj u` hrupe   Z`i mj cis au`oge`js mj vj`mjmerjs pjrsghuj  désgois js biojr ¨vj`mjr i g`tjrjsjs preajsge`icjs ces vj`mjmerjs¨ sgfgcirjs, pjre mjdj cehrir   ^rjpirir ces pre`ÿstgoes mj rjoe`eojr j` jcces ouécjs se` vj`tis ces jcjfj`tes quj ces pujmj`   ^rjpirir ces pre`ÿstgoes mj fetgvir j` su tridike, perquj ce fetgvimer `equj ce jsjspiri jc etre.piri u`e



oerrjspe`mgj`tjs

J` jsti jtipi sj rjoepgci ci g`aerfiogÿ` `jojsirgi mj cis iusj`ogis teticjs e pirogicjs mjc premuote e sjrvgoge piri su oefpri e rjpesgogÿ`

J` ouicqugjr erhi`gziogÿ`, ces g`vj`tirges iùimj` u`i

histes.   g`vjstghir, suhjrgr y jciderir ^ci`js ^refeoge`icjs; Tjhices, Eajrtis, Oi`kjs, Mjsouj`tes, De`gagoioge`js, jto. 



ci prjpiriogÿ` ci tri`sfgsgÿ`, ci j`trimi jc surtgme jc g`aerfj sedrj jc jstime mjc pjmgme.   Jcgfg`iogÿ` mj grrjhucirgmimjs j` ci eajrti 

 

  Oefpri e premuoogÿ` j` cetjs

acjxgdgcgmim mj epjriogÿ` quj mj etri fi`jri `e jxgstgræi. J` aidrgoiogÿ`, ces g`vj`tirges mj  premuote j` preojse se` u`i `jojsgmim idsecuti, i fj`es quj oimi pirtj

  sgstjfi mj g`aerfiogÿ`



  oefpris





e ti`mis   ^jrfgtgr i ci erhi`gziogÿ` fi`jkir fitjrgicjs  pjrjojmjres  pjrjoj mjres   Icfioj`ifgj`te mj fi`e mj edri





g`mgvgmuic sj ccjvj mj fiqug`i i féqug`i y quj jstis sj prjpirj` piri  premuogr u`i seci pirtj. Iutefitgzi` ces preojses _u au`ogÿ` prgfermgic oe`sgstj j` epjritgves mj u`i  preojsir tri`siooge`js ticjs oefe erhi`gziogÿ`.  pihes, oedres, pÿcgzis, j`trimis, sicgmis, j`trj etris. ci hjstgÿ` mjc   ^ci`gagoiogÿ` y hjstgÿ` mjc mjpirtifj`te mj oefpris mjpirtifj`te mj isjhuri quj temes ces oefpris.   dgj`js, sjrvgoges j   J`oe`trir g`vj`tirge `jojsirges piri ces prevjjmerjs ces  prevjjmerjs fés ci epjriogÿ` mjc `jheoge jagogj`tjs j` oujstgÿ` mj sj ermj`j` y sj j`ouj`trj`  prjoge, jagogj`ogi y i tgjfpe j` ces icfioj`js acjxgdgcgmim mj oe`mgoge`js  mj ouicqugjr jfprjsi<   G`tj`tir iberrir oestjs i isgfgsfe, tifdgç` js ci jfprjsi. rjspe`sidcj mj oe`trecir jc oeste mj ces dgj`js imqugrgmes, ces `gvjcjs mj g`vj`tirge y mjdj sjr oipiz mj mjsirreccir u`i  duj`i `jheogiogÿ` oe` prevjjmerjs  





o. Ci mjsorgpogÿ` mjc pjragc piri oimi oirhe quj bioj pirtj mjc jqugpe fuctgmgsogpcg`irge cehæstgoe, j` ci ouic mjdj g`ocugr `gvjc mj jmuoiogÿ`, jxpjrgj`ogi rjqujrgmi, bidgcgmimjs y oefpjtj`ogis. Oirhes 

@gvjc jmuoitgve 

Jxpjrgj`ogi bidgcgmimjs y oefpjtj`ogis 

Mgrjoter mj cehæstgoi 

Imfg`gstrimer mj jfprjsis, g`hj`gjre g`mustrgic e mj  premuoogÿ`. Jspjogicgsti j` hjrj`ogi oe` ç`aisgs j` cehæstgoi g`tjhric j g`mustrgic. 

Mj = i 9> iùes mj jxpjrgj`ogi jxpjrgj`ogi j` cehæstgoi g`mustrgic.

 

_udmgrjoter cehæstgoe  _upjrvgser mj premuoogÿ`  _upjrvgser mj oefjroge  _upjrvgser mj tri`spertjs  _upjrvgser mj oefu`goioge`js y sgstjfis  Iuxgcgir mj demjhi 

Iuxgcgir mj g`vj`tirges   Ihj`tjs oefjrogicjs  Isgstj`tjs imfg`gstritgves  Epjrimerjs mj fiqug`irgi y tri`spertj mj vjbæouces 

G`hj`gjre g`mustrgic , imfg`gstrimer mj jfprjsis oe` ç`aisgs j` cehæstgoi   G`hj`gjre g`mustrgic, g`hj`gjre ihreg`mustrgic, g`hj`gjre mj oicgmim y premuoogÿ`.   Imfg`gstrimer mj jfprjsis,

9 i 4 iùes mj jxpjrgj`ogi fi`jke

 preajsge`ic j` oefjroge  preajsge`ic oefjroge jxtjrger jxtjrger y `jheoges g`tjr`ioge`icjs  dgcg`hój (g`hcjs).  G`hj`gjre e tjo`ÿcehe fjoé`goe, imfg`gstrimer e g`mustrgic oe` ç`aisgs j` cehæstgoi mj tri`spertj

mj cj`hui jxtri`kjri, oe` oe`eogfgj`te j` rçhgfj` imui`jre. 9 iùe mj jxpjrgj`ogi oe` oe`eogfgj`te mj tri`spertj cehæstgoe y fi`jke mj pjrse`ic.

G`hj`gjre mj sgstjfis

9 iùe mj jxpjrgj`ogi fi`jki`me cis ]GO.

4 i ? iùes mj jxpjrgj`ogi j` jc érji mj premuoogÿ` e cehæstgoi.

]ço`goes j` hjstgÿ` mj icfioj`js, tço`goes j` cehæstgoi, tço`goe j` MECOI.

1 fjsjs mj jxpjrgj`ogi j`  demjhis

Imfg`gstrimer, g`hj`gjre g`mustrgic,, oe` g`mustrgic oe ` ç`aisgs j` fi`jke mj g`vj`tirge. 

1 fjsjs i 9 iùe mj jxpjrgj`ogi j` g`vj`tirges y fi`jke mj meoufj`tiogÿ` y irobgve.

]ço`goe e tjo`ÿcehe j` hjstgÿ` mj vj`tis, fjroimjræis e gfpucsimer ]jo`ÿcehe e ]ço`goe j` isgstj`ogi imfg`gstritgvi e irobgve

1 fjsjs i 9 iùe mj jxpjrgj`ogi j` vj`tis 1 i 9 iùe mj jxpjrgj`ogi.

Diobgccjr

1 fjsjs i 9 iùe mj jxpjrgj`ogi j` demjhi, oirhuj y mjsoirhuj. 

Diobgccjr

1 fjsjs i 9 iùe mj jxpjrgj`ogi

Diobgccjr oe` oe`eogfgj`te j` fi`jke mj ci g`aerfiogÿ` y mj cis ]GO.

j` demjhi, y oe`sjouogÿ` mj tri`spertj. 1 fjsjs i 9 iùe mj jxpjrgj`ogi j` fi`jke mj g`aerfiogÿ` g`aerfiogÿ` oe` oe`eogfgj`te piqujtj mj eaagoj.

Iuxgcgir fe`gterje mj mj j`væes   Iuxgcgir mj g`aerfiogÿ` y j`trjhi mj pjmgmes 

4 i ? iùes mj jxpjrgj`ogi j` jc oifpe mj cehæstgoe

 

m. Mjag`gr ces g`mgoimerjs mj jvicuiogÿ` mj mjsjfpjùe mjc jqugpe fuctgmgsogpcg`irge mj cehæstgoi. ^iri ci epjriogÿ` oefjrogic pemjfes mgvgmgr j` mes g`mgoimerjs ocivj prg`ogpicjs; i) G`mgoimerjs mj rjsuctimes, oefe pujmj` sjr;        



  

Qecufj` mj vj`tis Oirtjri mj ocgj`tjs G`hrjse mj `ujves ocgj`tjs Orjogfgj`te mj firhj` drute

d) G`mgoimerjs mj ci hjstgÿ`, quj eourrj` muri`tj jc preojse mj vj`ti, j`trj etres se`;        



  

Ocgj`tjs itj`mgmes per jc vj`mjmer j` jc pjrgeme. @ûfjre mj ccifimis mj vj`tis rjicgzimis. @ûfjre mj vgsgtis rjicgzimis. Bgt Titge (peroj`tikj mj jajotgvgmim mj oe`vjrsgÿ` oe`vjrsgÿ ` i ogjrrj)

4. ^reojses mjc pci` fijstre mj cehæstgoi oefjrogic y ipcgoiogÿ` mj g`mgoimerjs mj mjsjfpjùe; j` jstj pu`te mjdj mgsjùir oimi u`e mj ces sghugj`tjs sudsgstjfis y preojses g`vecuorimes i fjkerir mjc sjrvgoge ic ocgj`tj;

_ZD_G_]JFI MJ I^TEQG_GE@IFGJ@]E. Edkjtgve ^reperoge`ir j` aerfi epertu`i y imjouimi u` duj` idistjogfgj`te mj fjroimjræi piri ci vj`ti, usi`me ces fjkerjs piri ci rjpesgogÿ` mjc premuote ^iri pemjr jajotuir u` duj` iprevgsge`ifgj`te, jc j`oirhime mjdjré tj`jr j` ouj`ti ces sghugj`tjs aioterjs au`mifj`ticjs; •Oicgmim; Js mj sufi gfperti`ogi quj sj earjzoi` premuotes mj sjhurgmim y oe`agi`zi ic ocgj`tj. •Oi`tgmim; _j mjdj rjspjtir ci oi`tgmim secgogtimi j` ci ermj` mj oefpri, mj aerfi tic quj biyi` aicti`tjs y hj`jrir ihetimes.

 

•]gjfpes oerrjotes; Jc prevjjmer `e pujmj g`oufpcgr ces pcizes jstidcjogmes mj j`trjhi, yi quj sg `e sj oufpcj` `es vjrjfes rjtrisimes oe` j`trjhis. •Oe`mgoge`js mj pihe; _j oe`triti y jstgpuci` pihes mj oe`time, i orçmgte e sedrj vj`ti. •Hiri`tæi;  Oefprefgse mjc prevjjmer i rjsecvjr ouicqugjr g`oe`aerfgmim quj sj •Hiri`tæi;  prjsj`tj mjspuçs mj ci vj`ti.

_ZD_G_]JFI MJ ^TEMZOOGß@. Edkjtgve Oe`tir oe` ci sjhurgmim mj fi`tj`jr ci fjroimjræi mgspe`gdcj oui`me sji `jojsirge. Ce prgfjre i tj`jr j` ouj`ti js edsjrvir oÿfe jsté ci mjfi`mi mj ces premuotes, piri jste vicgmifes ce sghugj`tj; •Gmj`tgagoifes jc oefpertifgj`te mj cis virgioge`js jstioge`icjs, piri pemjr mjtjrfg`ir ci mjfi`mi quj sj mjdj tefir j` oui`te i cis vj`tis quj sj bi` mime j` mgajrj`tjs tjfperimis, yi quj jstis `e se` u`gaerfjs y mjfujstri` virgioge`js pjrgÿmgois. •Fi`tj`jr u` pitrÿ` bgstÿrgoe mj vj`tis fjs i fjs piri mjtjrfg`ir ces fjsjs mj fiyer fevgfgj`te y i quj sj mjdgÿ jc g`orjfj`te g` orjfj`te e mgsfg`uogÿ`.

_ZD_G_]JFI MJ MG_]TGDZOGß@ AÆ_GOI. Edkjtgve Jc edkjtgve mj jstj sgstjfi js gmj`tgagoir ci mgstrgduogÿ` aæsgoi fés gmÿ`ji piri jc `jheoge piri mircj jc fjker fi`jke i ces irtæouces imqugrgmes per ces ocgj`tjs y mgstrgdugrces j` jc fj`er tgjfpe pesgdcj. •Mjtjrfg`ir cis érjis hjehréagois (Fu`gogpges (Fu`gogpg es y Mjpirtifj`tes.) j` ces quj jc premuote sjré j`trjhime y mérsjce i oe`eojr ic ocgj`tj. •Jstidcjojr u` peroj`tikj mj rjspe`sidgcgmim i ces ocgj`tjs quj rjsgmj` aujri mjc érji hjehréagoi quj oudrj ci jfprjsi, mj fi`jri quj jc ocgj`tj qujmj sitgsajobe quj jc premuote cj sjré j`trjhime i u`i tirgai kusti mj tri`spertj •^iri ces irtæouces mj fjmgi`e tifiùe sj rjoefgj`mi quj sji` j`trjhimes per u`i jfprjsi jspjogicgzimi piri hiri`tgzir oufpcgfgj`te.

 

Aioterjs i fjmgr •Oe`agidgcgmim; Drg`mir ic ocgj`tj ci sjhurgmim sjh urgmim quj ci mgstrgduogÿ` mj ci fjroi`oæi sj rjicgziri j` cis oe`mgoge`js ÿptgfis (cgdrj mj miùes) •Qjceogmim; Hiri`tgzir quj ci mgstrgduogÿ` mj ci fjroi`oæi sj j`trjhiri j` jc fj`er tgjfpe pesgdcj.