Análisis de las causas del alto grado de insatisfacción de los afiliados con el servicio prestado en la oficina del fondo de pensiones y cesantías porvenir de Soacha por parte de los funcionarios

Abstract

Customer service is one of the intangible assets of any company, therefore the air of customer service must be strengthened within the company's value chain in synergy with the quality management system to provide excellent service and continuous improvement increasing efficiency and effectiveness for the customer. In today's companies, they consider customer service as a primary process to which no added value is generated. This research shows how to implement service strategies and strengthen improvements in the provision of service to change a perception of negative service that is being presented in the office of the Pension and Severance Fund Porvenir Soacha. The aim is to analyze the causes and factors that generate dissatisfaction in the attention of affiliates to generate service strategies based on the identification of an existing problem.