Análisis y mejora del modelo de servicio de PQR (peticiones, quejas y reclamos) que brindan los funcionarios de la empresa Advance SPC a sus diez clientes corporativos, en la ciudad de Quito, año 2021

Abstract

Abstract: The process of requests, complaints and claims (PQRS) in ADVANCE SPC is currently carried out manually without standardized processes, with long attention times, with a lack of specialization on the part of commercial executives, which results in a service that is not very agile and inefficient Therefore, the present work was developed with the objective of improving the PQRS service model through the analysis of the voice of the client and interviews, identifying that attention processes and manuals should be standardized, homogenizing the typifications of PQRS, coaching, empowerment and service training for commercial executives, prioritizing customer needs and innovating at a technological level by implementing a platform that allows the automation of the PQRS service. In addition, it is proposed to carry out a communication campaign that allows customers to be aware of the new improvements in the PQRS service through different channels such as social networks, having ambassadors and creating content. This will allow customer loyalty through an efficient, agile and innovative service.