Manual de Proceso Servicio Al Cliente

MANUAL DE PROCESO DE SERVICIO AL CLIENTE

Grupo: ANDERSON OSWALDO RUEDA LOPEZ BAYRON DONCEL TRUJILLO JORGE ALEXANDER ROZO TORRES ALEX FERNAN FERN AN SIERRA GUEVARA GUEVARA JHON FREDY JUNCA GARZON

Tutor!: CARMEN ELENA NIETO

SERVICIO NACIONAL DE APRENDIZAJE APRENDIZAJE " SENA TECN#LOGO EN GESTI#N LOG$STICA VALLEDUPAR %&'( 1

Contenido

P)*+ INTRODUCCION.......................................................................................................3 1. OBJETIVOS............... OBJETIVOS........................ .................. .................. .................. .................. ................. ................. ....................................4 ...........................4 3. MISION.............. MISION....................... .................. ................. ................. .................. .................. .................. ................. ................. .................. ...................5 ..........5 4. RESPONSABI RESPONSABILIDADE LIDADES S GERENCIALE GERENCIALES.... S....... ....... ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ....... ....... .....6 .6 5. POLITICAS DE SERVICIO AL CLIENTE................. CLIENTE.......................... .................. ................. ................. .................7 ........7 6. MANUAL MANUAL DE PROCEDIM PROCEDIMIENT IENTO O DE SERVICIO SERVICIO AL CLIENTE... CLIENTE....... ......... .......... ........... .........7 ...7 6.1. Proceso Proceso e Ser!"c"o Ser!"c"o #$ C$"e%&e C$"e%&e A%&es A%&es e $# Ve%& Ve%&#..... #......... ........ ........ ........ ......... ........... ............ ........7 ..7 6.'. Proceso Proceso e Ser!"c"o #$ C$"e%&e C$"e%&e D(r#%&e $# Ve%&#... Ve%&#....... ........ ........ ........ ........ ........ ........ ........ ........ .....11 .11 6.3. Proceso Proceso e Ser!"c"o Ser!"c"o #$ #$ C$"e%&e C$"e%&e e% $# $# Rece)c"*% Rece)c"*% e $#s $#s Pe&"c"o Pe&"c"o%es+ %es+ ,(e-#s+ ,(e-#s+ Rec$#os / S(0ere%c"#s P2r C$"e%&e Des)(s e $# Ve%&#............ Ve%&#..................... .................14 ........14 7. POLITICAS POLITICAS DE ACTURA ACTURACION CION  CARTERA.. CARTERA...... ........ ........ ........ ........ ........ ........ ........ ....... ......... ............' ......' 8. INDICADORE INDICADORES S DE SERVICIO SERVICIO AL CLIENTE.. CLIENTE...... ........ ....... ....... ........ .......... ............ ........... ........... ............ .......'1 .'1 8.1. 8.'. 8.3. 8.4. 8.5. 8.6.

I%"c#or I%"c#or De C#$"#... C#$"#....... ....... ....... ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ .......... ............ .........'1 ...'1 I%"c#or I%"c#or e S#&"s9#cc"* S#&"s9#cc"*%.... %........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ......... ........... ............ ........... ..........'1 .....'1 I%"c#or I%"c#or e Re&e%c"*% e C$"e%&es.... C$"e%&es........ ........ ........ ........ ........ ........ ........ ......... ........... ............ ........... ..........'1 .....'1 I%"c#or e A(&os(9"c"e%c"#.............. A(&os(9"c"e%c"#....................... .................. .................. ................. ................. .................. .............'' ....'' I%"c#or I%"c#or De Cos&os Cos&os Por A&e%c"*%... A&e%c"*%....... ........ ........ ........ ........ ........ ........ ........ .......... ............ ........... ........... .........'' ...'' I%"c#ores I%"c#ores e$ N"!e$ e Ser!"c"o.... Ser!"c"o........ ........ ........ ........ ........ ....... ....... ........ ........ ......... .......... ........... ............ ........'' ..''

:. MEDICI;N MEDICI;N  SEGUIM SEGUIMIENT IENTO O DE LA SAT SATIS ISACC ACCI;N I;N DEL CLIENTE.... CLIENTE......... ........'3 ...'3 CIBERGRAIA.........................................................................................................'4

2

INTRODUCCION E% $# #c&(#$"#+ $# 0$o<#$"=#c"*% e $os erc#os+ ># co%$$e!#o # 2(e $os #c&ores e es&os erc#os se e%c(e%&re% e% co%&"%(# co(%"c#c"*%+ co% e$ 9"% e e-or#r e #%er# co%s&#%&e $# c#$"# e s(s ser!"c"os o )ro(c&os o9rec"os # s(s c$"e%&es. Des&#c?%ose e 2(e+ # )#r&"r e es&# 0$o<#$"=#c"*%+ ># s(r0"o $# oer%"=#c"*%+ $# "%%o!#c"*% &ec%o$*0"c# / $# c#$"# e% $os )rocesos+ $os c(#$es+ >#% co%9or#o (%# &e%e%c"# crec"e%&e e $#s e@)ec&#&"!#s e $# )o<$#c"*% )or ?s / e-ores ser!"c"os+ r#=*% )or $o c(#$ $# or0#%"=#c"*% eos / %eces"#es e $os c$"e%&es se#% #&e%"#s #ec(##e%&e. Te%"e%o e% c(e%&# $o #%&er"or+ e$ )rese%&e #%(#$ se <(sc# $# "!($0#c"*% e $os $"%e#"e%&os e$ oe$o e ser!"c"o #$ c$"e%&e e $# or0#%"=#c"*%+ e$ c(#$ #&"e%e $os #s)ec&os cr&"cos / e !e%&#s e $# re$#c"*% &#%&o co% c$"e%&es "%&er%os coo e@&er%os+ 2(e >#<"$"&# $# )res&#c"*% e (% ser!"c"o e9"c"e%&e / co% c#$"#+ re(%#%o e% (%# "%&erre$#c"*% ?s ##<$e / se%c"$$# co% $os c$"e%&es. Por e"o e$ #%(#$ e )roceso e ser!"c"o #$ c$"e%&e e $# or0#%"=#c"*% se re0($# e #%er# "%&e0r#$ $# #"%"s&r#c"*% e $os ser!"c"os+ )res&#os )or $# or0#%"=#c"*%+ #"c"o%#$e%&e "%c$(/e $os $"%e#"e%&os )#r# $# <(e%# #&e%c"*% e$ ser!"c"o # $os c$"e%&es+ 2(e se#% #&e%"os )or !# &e$e9*%"c#+ e%s#-er# correos 9s"cos o e$ec&r*%"cos / e #%er# "rec&#+ )#r# $o c(#$ se es&#<$ece% $#s )o$&"c#s / re0$#s 0e%er#$es e $# or0#%"=#c"*% e% es&# #&er"#+ $# #%er# c*o se cre#% / $# 9or# e e"r / co%&ro$#r e$ co)or&#"e%&o e $os "sos.

3

'+ OBJETIVOS 

De9"%"r $os co%ce)&os 2(e #/(e% # e-or#r $# c#$"# e% e$ ser!"c"o.



D#r # co%ocer $os )r"%c")#$es $"%e#"e%&os e$ Moe$o e Ser!"c"o #$ C$"e%&e es#rro$$#o )or $# or0#%"=#c"*%.



De9"%"r %or#s e co)or&#"e%&o 2(e se e


Cre#r ec#%"sos 2(e )er"&#% "e%&"9"c#r $# )erce)c"*% e$ c$"e%&e e% re$#c"*% #$ )ro(c&o / ser!"c"o )res&#o.



Es&#<$ecer $# 9or# e #&e%c"*% e $#s Pe&"c"o%es+ ,(e-#s+ Rec$#os / S(0ere%c"#s P,RS rec"<"#s e% $# or0#%"=#c"*% )or )#r&e e $os c$"e%&es e@&er%os e "%&er%o.

%+ ALCANCE Es&e oc(e%&o es&? "r"0"o # &oos $os e)$e#os "rec&os / co%&r#&"s&#s e $#s "9ere%&es ?re#s rece)c"*% e #&er"# )r"#+ #%(9#c&(r#+ "s&r"<(c"*% / !e%&#s e $# or0#%"=#c"*% co% e$ 9"% e #r # co%ocer $os )rocesos o )roce""e%&o 2(e se e
4

,+ MISION Soos (%# e)res# 2(e )ro!ee )ro(c&os / ser!"c"os e #$&# c#$"# # $os c$"e%&es e$ )#s. Too e$$os $o >#ceos co% (% #$&o se%&"o e res)o%s#<"$"#+ e-or#"e%&o co%&"%(o+ # 9"% e co%&r"<("r # $# 0e%er#c"*% e e)$eos / r"2(e=#s )#r# %(es&ros c$"e%&es / )#r# %(es&r# e)res#.

-+ RESPONSABILIDADES GERENCIALES L#s s"0("e%&es so% $#s res)o%s#<"$"#es e c## ?re# e%&ro e$ )roceso e ser!"c"o #$ C$"e%&es+ $#s c(#$es e!e%&(#$e%&e ser?% #("&##s )#r# !er"9"c#r s( 0r#o e c()$""e%&o / e!e%&(#$e%&e &o#r $#s #cc"o%es correc&"!#s 2(e )er"&e% #$c#%=#r e$ e-or#"e%&o co%&"%(o. E%&re $#s 2(e se >#$$#% T#<$# 1. Res)o%s#<"$"#es 0ere%c"#$es.

P Res)o%s#<"$"# Pr"#r"# Es $# res)o%s#<"$"# 2(e $e co)e&e e%&ro e$ S"s&e# e Ser!"c"o # C$"e%&es e% c(#%&o # 2(e se e-ec(&e% e%&ro e s( ?re# e res)o%s#<"$"# $os "9ere%&es e$ee%&os 2(e co)o%e% e$ s"s&e#. Es&o ")$"c# 2(e e!e%&(#$e%&e )or? ser #("&#o "%&er%#e%&e so
Es&# se >#$$# "s&r"<("# e $#s "9ere%&es ?re#s e $# e)res# e% $#s c(#$es se #)$"c#% $#s %or#s e ser!"c"o #$ c$"e%&e+ e $# s"0("e%&e #%er#

AREA Fre# e rece)c"*% e #&er"# )r"# Fre# e #%(9#c&(r# Fre# #"%"s&r#&"!# Fre# e "s&r"<(c"*% / !e%&#s

RESPONSABLE Je9e e
S Res)o%s#<"$"# Sec(%#r"# %o #%&"e%e res)o%s#<"$"# "rec&# co% $# secc"*% e$ #%(#$ # 2(e >#ce re9ere%c"# #(%2(e s" e #%er# "%"rec&#.

.+ POLITICAS DE SERVICIO AL CLIENTE 1. '. 3. 4.

Res)o%er o)or&(%#e%&e # $#s %eces"#es e $os c$"e%&es. O9recer (% *)&"o ser!"c"o co% (% #)$"o )or o$"o e )ro(c&os. Co%ocer $#s %eces"#es / e@)ec&#&"!#s e$ c$"e%&e "%&er%o / e@&er%o. Co)roe&"os co% ser $# e-or or0#%"=#c"*% e #c(ero # $# "s"*% / !"s"*% )ro)(es&#+ )o%reos # "s)os"c"*% &oo %(es&ro &#$e%&o >(#%o+ e% (% )roceso e e-or#"e%&o co%&"%(o. 5. Cre#r es)#c"os e% $os 2(e $#s o)"%"o%es e %(es&ros c$"e%&es se#% e$ )recee%&e )#r# %(es&ro *)&"o es#rro$$o.

(+ MANUAL DE PROCEDIMIENTO DE SERVICIO AL CLIENTE (+'+

Pro/0!o 10 S0r23/3o 4 C4305t0 A5t0! 10 4 V05t+

O670t32o: es&#<$ecer (% )roce""e%&o oc(e%&#o 2(e escr"<# $#s #c&"!"#es %eces#r"#s )#r# #r <"e%!e%"# # $os 9(&(ros c$"e%&es coo c$"e%&es 9rec(e%&es )#r# 0#r#%&"=#r (%# <(e%# )res&#c"*% e ser!"c"o. D0p05105/3: re)rese%&#%&e e !e%&#s+ -e9e e "s&r"<(c"*% / !e%&#s / 0ere%c"#. Su6pro/0!o: B"e%!e%"# # C$"e%&es e A&e%c"*% Pre9ere%c"#$. O670t32o 104 Su6pro/0!o: D#r (%# <"e%!e%"# #0r##<$e / ##<$e # $os c$"e%&es co%&"%(os / %(e!os c$"e%&es e #%er# "rec&# )erso%# # )erso%#.

6

Pro/0138305to 

B"e%!e%"# # c$"e%&es e #%er# "rec&# e% $#s "%s&#$#c"o%es e $# or0#%"=#c"*% e%&ro e es&# se re#$"=#% $#s s"0("e%&es #c&"!"#es 2(e se escr"
Rece)c"*% / <"e%!e%"# #$ c$"e%&e se e#cer )#r&e e $# co(%"c#c"*% co% %(es&ros (s(#r"os B(e%os #s B(e%#s &#res HE% 2( )(eo #/(#r$o  Co% (c>o 0(s&o  Per&#e (% oe%&o S"%&ese )or 9#!or Gr#c"#s B"e%!e%"o Por 9#!or+ e co%9"r# s( %o
       

A$ oe%&o e rec"<"r / #r $# <"e%!e%"# (% c$"e%&e e%&ro e $#s "%s&#$#c"o%es e $# or0#%"=#c"*% o #$ oe%&o e e9ec&(#r !"s"&#s e% $os "9ere%&es c$"e%&es e@&er%os e $# or0#%"=#c"*% se e
• •

Es&#<$ecer c$"# e co%9"#%=# $os )r"eros se0(%os so% $os 2(e co%"c"o%#% e$ c$"# 0e%er#$ e $# re$#c"*% c$"e%&e K !e%eor. Mos&r#r (%# #c&"&( "%?"c#. α Deos&r#r 2(e $o 2(e >#ce+ $o >#ce )or2(e $e 0(s&#. α Co%ser!#r $os <(e%os o#$es 9re%&e #$ c$"e%&e %o 9(#r+ %o α coer+ %o c>"c$e#r. Ser #&e%&o+ ##<$e / "r#r #$ c$"e%&e e #%er# cor&es e% &oo α oe%&o. Res)o%er $#s o<-ec"o%es co% (c># c#$#. α No o$!"#r 2(e e !e%eor )ro/ec&# $# "#0e% e $# or0#%"=#c"*%. α No e%c"o%#r e$ >or#r"o #$ c$"e%&e. α Res)o%s#<$e Je9e e "s&r"<(c"*% / !e%&#s K re)res%&#&e e !e%&#s. Doc(e%&#c"*% #)$"c#<$e 9or#&o e "%s)ecc"*% e o)er#c"o%es se #%"9"es&#% &o#s $#s 9#$$#s re0"s&r##s )or )#r&e e !e%eores (r#%&e <"e%!e%"# # c$"e%&es e% $#s "%s&#$#c"o%es e $# or0#%"=#c"*%.

7

Re0"s&ros %o #)$"c#. Su6pro/0!o: B"e%!e%"# # C$"e%&es )or V# Te$e9*%"c#. •

O670t32o 104 Su6pro/0!o: D#r (%# <"e%!e%"# #0r##<$e / ##<$e # $os c$"e%&es #&e%"os )or !# &e$e9*%"c#. Procedimiento

B"e%!e%"# # c$"e%&es )or !# &e$e9*%"c# E$ &e$9o%o so$o se e#<$#r (/ r?)"o+ )or2(e #9ec&# $# co)res"*% e $# "%9or#c"*% / (/ $e%&o )or2(e )(ee #<(rr"r. M#%&e%0# (%# 9$("e= !er<#$ "%&ere"#. S"$e%c"os s&os ee C(#%o e$ o&ro >#<$#+ >?0#$e s## s+ /# !eo+ e #c(ero+ #-?+ e&c.. A%o&e Es&o $e )er"&e 9"-#r e-or $#s "e#s / $e e!"&# re)e&"r $# $$###. E@)$"2(e S" e#cer$o / e@)$"2(e #cer$o. Es ")or&#%&e 2(e e$ e)$e#o+ e!"&e e-#r e% es)er# $os c$"e%&es )or ?s e os "%(&os se0("os s"% (%# e@)$"c#c"*%. S" es %eces#r"o #%&e%er $# es)er#+ se e#s&# 2(e se &er"%e $# es)er#. Es&o e(es&r# res)e&o / co%s"er#c"*% co% e$ c$"e%&e / $e )er"&e # s&e+ ec""r s" ese# o %o se0("r es)er#%o.

8

U&"$"ce $#s 9*r($#s e cor&es# I%&ro(ce% 9$e@"<"$"# e% $# co%!ers#c"*% / e-or# e$ co%&#c&o >(#%o. Por e-e)$o s#$(e+ es)#se+ "0# s"e)re )or 9#!or+ 0r#c"#s o (c>#s 0r#c"#s. G#%e &"e)o A&"e%# e$ &e$9o%o #%&es e$ &ercer &"?0#$o # $# >or# co%!e%"#. Ie%&"92(ese E$ "e%&"9"c#rse )erso%#$"=# $# co%!ers#c"*% / $e # co%9"#%=# #$ c$"e%&e. Por e-e)$o <(e%os #s+ Rec(rsos (#%os+ $e #&"e%e...#r %o
Perso%#$"ce $# $$###+ $e #r? se0(r"# / #/(#r? # 0e%er#r co%9"#%=# / e)#&# co% e$ (s(#r"o. Es ")or&#%&e 2(e $ se)# co% 2("% es&? >#<$#%o / 2("% $e #/(#r? e% s( so$"c"&(. S" (&"$"=# (% &o%o (/ 9(er&e+ e$ c$"e%&e &e%r? $# ")res"*% 2(e $e es&? 0r"&#%o+ / s" $e >#<$# (/ <#-o+ creer? 2(e %o &"e%e $# "s)os"c"*% )#r# #/(#r$e.

Algunas frases para: Rec"<"r B(e%os #s...&#res o %oc>es HE% 2( $e )(eo ser!"r Or"e%&#r HE% 2( $e )(eo #/(#r #cer es)er#r Le r(e0o es)er#r (% oe%&o. E% es&e oe%&o es&o/ #&e%"e%o # o&ro c$"e%&e+ )or 9#!or+ es)ere (% oe%&o. C(#%o $# es)er# es (/ $#r0# Vo/ # (r#r (c>o &"e)o )#r# )oer #&e%er$o+ s" (s&e 0(s&#+ e )(ee #r s( &e$9o%o / $o $$#o $(e0o. De
9

Le #0r#e=co s( $$###. ,(e &e%0# (% <(e% #. Le #0r#e=co s( &"e)o. ,(e &e%0# (% <(e% #. r#ses 2(e se e# $eo e$ oc(e%&o+ seor Q H 2( es)er#<# Q A  %o e )re0(%&e )or 2(. Eso es $o 2(e "ce e$ re0$#e%&o. Q Creo 2(e #%# e% e$ <#o o &o#%o c#9. Q E$ es&? oc()#o reso$!"e%o (% #s(%&o ")or&#%&e. Rec(ere+ %## es ?s ")or&#%&e 2(e e$ c$"e%&e. Q Es 2(e e% ese e)#r&#e%&o %(%c# co%&es&#%. Q Es 2(e &e%eos c## e)$e#o. Q Es 2(e /o %o e e%c#r0o e eso. Lo s"e%&o. Q Eso er# #%&es. A>or# $o >#ceos "9ere%&e. Q Eso %## &"e%e 2(e !er co%"0o. Es e% o&ro $#o. Q Es)ere (% oe%&o. Te%0o (%# $$###. Q Es&o/ (/ oc()#o e% es&e oe%&o. Q E@)$2(ese <"e%+ )or2(e %o $o e%&"e%o. Q M"re seor+ e-or !(e$!# c(#%o &e%0# &oo $"s&o. Q No se# ")#c"e%&e+ )or 9#!or. Q No &e%0o "e#+ e-or )re0%&e$e # o&ro co)#ero. Q Pero%e+ )ero s" %o e e@)$"c# c*o se eo 0(s&o r#ses e c"erre rec(ere es)e"rse #0r#ec"e%o #$ (s(#r"o $# o)or&(%"# e ser!"r$o. E-e)$os Ter"%#%o $# $$### &e$e9*%"c#+ #$0(%#s 9r#ses )(ee% se r M(c>#s 0r#c"#s )or $$##r%os. Es&#os )#r# ser!"r$e. (e (% )$#cer ser!"r$e

10

Gr#c"#s )or s( )#c"e%c"# / es)er#os )oer ser!"r$e co% ?s )ro%&"&( $# )r*@"# !e=. • •

•

(+%+

Res)o%s#<$e Je9e e "s&r"<(c"*% / !e%&#s K re)res%&#&e e !e%&#s. Doc(e%&#c"*% #)$"c#<$e 9or#&o e "%s)ecc"*% e o)er#c"o%es se #%"9"es&#% &o#s $#s 9#$$#s re0"s&r##s )or )#r&e e !e%eores (r#%&e <"e%!e%"# # c$"e%&es )or !# &e$e9*%"c#. Re0"s&ros 0r#<#c"*% e $$### rec"<"#s e% $# or0#%"=#c"*%.

Pro/0!o 10 S0r23/3o 4 C4305t0 Dur5t0 4 V05t+

O670t32o: es&#<$ecer (% )roce""e%&o oc(e%&#o 2(e escr"<# $#s #c&"!"#es %eces#r"#s )#r# )res&#r e$ ser!"c"o / #&e%c"*% #$ c$"e%&e+ 2(e )er"&# 0#r#%&"=#r $# s#&"s9#cc"*% e $#s %eces"#es / e@)ec&#&"!#s e$ c$"e%&e+ e"#%&e #&e%c"*% )erso%#$"=## / )ro(c&os e c#$"#. D0p05105/3: re)rese%&#%&e e !e%&#s+ -e9e e "s&r"<(c"*% / !e%&#s / 0ere%c"#. Su6pro/0!o: Ie%&"9"c#c"*% e %eces"#es e$ c$"e%&e. O670t32o 10 Su6pro/0!o: "e%&"9"c#r $#s %eces"#es e $os c$"e%&es+ $o 2(e co%$$e!# # &o# #ec(## e )e"os re2(er"os )or $os c$"e%&es / #s $o0r#r $# s#&"s9#cc"*% &o&#$ )or )#r&e e $os c$"e%&es. Procedimiento

Ie%&"9"c#c"*% e $#s %eces"#es e $os c$"e%&es $# 0ere%c"# es $# e%c#r0## e )roo!er e% &oo e$ )erso%#$ $# ")or&#%c"# e #&e%er / s("%"s&r#r ser!"c"os 2(e #&"e%#% $#s %eces"#es e$ c$"e%&e+ coo re2("s"&o )#r# )oer ser co)e&"&"!os. De #c(ero # $o #%&er"or+ (r#%&e $# e&#)# e co%!e%c""e%&o e$ c$"e%&e )#r# co)r#r $os )ro(c&os e $# or0#%"=#c"*% &"e%e% $# o)or&(%"# e co%ocer $#s %eces"#es re#$es e$ c$"e%&e+ )or $o &#%&o se ># e9"%"o %eces#r"o 2(e $os !e%eores s"0#% $#s s"0("e%&es recoe%#c"o%es 

E%co%&r#r $# %eces"# o e$ )ro<$e# )or e"o e$ co%&e@&o / e s(s #c&"!"#es s##<$#r.



Re9or($#r $# res)(es&# e$ c$"e%&e )#r# !er s" se ># co)re%"o $#s %eces"# / )#r# #$"%&er)re&#r$o s##r / )$#s#r es&# "%9or#c"*%.

11

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

D(r#%&e $# )re)#r#c"*% e$ "%9ore # )rese%&#r #$ -e9e "s&r"<(c"*% se e


No se e
Res)o%s#<$e Je9e e "s&r"<(c"*% / !e%&#s K re)res%&#&e e !e%&#s. Doc(e%&#c"*% #)$"c#<$e "%c$(/e $os s"0("e%&es oc(e%&os e #c(ero # $# #c&"!"# # re#$"=#r V"s"&# #$ c$"e%&e T#r-e&# %"c# )or e$ c$"e%&e+ 9or#&o e )e"os+ #%(#$ e$ !e%eor+ re0"s&ro )ro0r##o e !"s"&#s # c$"e%&es+ >"s&or"#$ co)r#s c$"e%&es. O9rec""e%&o e )ro(c&os Re0"s&ro "%!e%&#r"o+ #%(#$ e$ !e%eor+ re0"s&ro )ro0r##<$e e !"s"&#s # c$"e%&es cro%o0r## e !"s"&#s. To# e )e"os o re)or&e e %o co)r# T#$o%#r"o &o# e )e"os+ cro%o0r## e !"s"&#s # c$"e%&es+ e%c(es&#s e s#&"s9#cc"*% c$"e%&e res($&#os+ #%(#$ e$ !e%eor.

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Re0"s&ros D"s)os"&"!o M*!"$ e C#)&(r#.

Su6pro/0!o: o9rec""e%&o e )ro(c&os / &o# e )e"os o re)or&e e %o co)r#. O670t32o 10 Su6pro/0!o: o9recer $os )ro(c&os e $# or0#%"=#c"*% #cores # $#s %eces"#es "e%&"9"c##s )re!"#e%&e+ )#r# >#cer (%# &o# e )e"# #cores / s#&"s9#c&or"# )#r# e$ c$"e%&e. O9rec""e%&o e )ro(c&os+ )rese%&#c"*% )ro(c&os 2(e se e%c(e%&r#% e% e@"s&e%c"#+ e9"%"e%o s(s c#r#c&ers&"c#s )rec"o (%"&#r"o+ s"s&e# e<#$#-e+ )rooc"o%es+ e&c.  To# e )e"os o re)or&e e %o co)r# e%&ro e $#s #c&"!"#es # re#$"=#r "e%&r#s se #&"e%e # $os c$"e%&es o (r#%&e $# &o# e )e"os se >#$$#% $#s s"0("e%&es •

•

Esc(c># #$ (s(#r"o Es $# c#)#c"# e c#)&#r+ #&e%er e "%&er)re&#r $# )e&"c"*% 2(e %eces"&# e$ c$"e%&e. Es )or e$$o+ 2(e se e#r #c&"!#e%&e )#r# 2(e $# )e&"c"*% se# &r#"&## e 9or# co%!e%"e%&e )or )#r&e e $# or0#%"=#c"*%. Se reco"e%# %o esc(c>#r s"c# o e)$e#r #(9o%os "e%&r#s se &o# e$ )e"o. Co)re%s"*% e %eces"#es e c$"e%&es # &r#!s e es&# se e
•

co)re%er e$ e%s#-e 2(e 2("ere ec"r e$ c$"e%&e / #s )oer es&#<$ecer (%# co(%"c#c"*% c$#r# / e o<$e !#. P#r# $o0r#r es&o se e#$$#% Co%9"#%=# Es %eces#r"o cre#r (% #<"e%&e e co%9"#%=# c(#%o se es&? #&e%"e%o #$ (s(#r"o+ os&r#%o "%&ers e% #r$e (% <(e% ser!"c"o / s#&"s9#cer s(s %eces"#es. #r# es&o es %eces#r"o se0("r $#s s"0("e%&es "%"c#c"o%es #<$e "rec&o #$ (s(#r"o / "r?%o$e e$ ros&ro. o No !osee #$ (s(#r"o. C(#%o se "r"-# >#c"# $ >?<$e$e o e (s&e. o M(s&rese >(#%o / se%s"<$e. o Se# s")$e+ e!"&e &ec%"c"sos+ s"0$#s 2(e %o se#% co)re%s"<$es+ / e@)$"c#c"o%es co)$e-#s. No "%&err()#+ e-e 2(e e$ (s(#r"o >#<$e )r"ero. o Esc(c>e co% c("#o+ %o se "s&r#"0#. o Toe %o&#s+ s" 9(ese %eces#r"o. o

Res)"r#c"*% Res)"re e% 9or# %#&(r#$+ co% &r#%2("$"#. A)re%# # res)"r#r )ro9(%o / e$""%e $# #%s"e#. So%r# U%# so%r"s# &r#%s"&e co%9"#%=#. • Se%c"$$e= /
• •

Res)o%s#<$e Je9e e "s&r"<(c"*% / !e%&#s K re)res%&#&e e !e%&#s. Doc(e%&#c"*% #)$"c#<$e "%c$(/e $os s"0("e%&es oc(e%&os e #c(ero # $# #c&"!"# # re#$"=#r V"s"&# #$ c$"e%&e T#r-e&# %"c# )or e$ c$"e%&e+ 9or#&o e )e"os+ #%(#$ e$ !e%eor+ re0"s&ro )ro0r##o e !"s"&#s # c$"e%&es+ >"s&or"#$ co)r#s c$"e%&es. O9rec""e%&o e )ro(c&os Re0"s&ro "%!e%&#r"o+ #%(#$ e$ !e%eor+ re0"s&ro )ro0r##<$e e !"s"&#s # c$"e%&es cro%o0r## e !"s"&#s. To# e )e"os o re)or&e e %o co)r# T#$o%#r"o &o# e )e"os+ cro%o0r## e !"s"&#s # c$"e%&es+ e%c(es&#s e s#&"s9#cc"*% c$"e%&e res($&#os+ #%(#$ e$ !e%eor. 13

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(+,+ Pro/0!o 10 S0r23/3o 4 C4305t0 05 4 R0/0p/395 10 4! P0t3/3o50! ;u07! R0/48o! < Su*0r05/3! =P>r? C4305t0 D0!pu@! 10 4 V05t+ O670t32o: es&#<$ecer (% )roce""e%&o oc(e%&#o 2(e escr"<# e$ )roceso # se0("r )#r# $# rece)c"*% e $#s )e&"c"o%es+ 2(e-#s+ rec$#os / s(0ere%c"#s e $os c$"e%&es. D0p05105/3: ?re# e "s&r"<(c"*% / !e%&#s+ ?re# e ser!"c"o #$ c$"e%&e+ ?re# e c#$"# / 0ere%c"#. Su6pro/0!o: Me"os e rece)c"*% e )e&"c"o%es+ 2(e-#s+ rec$#os / s(0ere%c"#s e $os c$"e%&es. O670t32o 10 Su6pro/0!o: "e%&"9"c#r $os e"os e rece)c"*% e )e&"c"o%es+ 2(e-#s+ rec$#os / s(0ere%c"#s e $os c$"e%&es >#c"# $# or0#%"=#c"*%. Procedimiento

Me"os e Rece)c"*% ,(e-#+ Rec$#o O S(0ere%c"# 

V# Te$e9*%"c# e% e$ ?re# e ser!"c"o #$ c$"e%&e rec"


Perso%#$ C#r# # c#r# se )(ee% >#cer !"s"&#s # c$"e%&es e@&er%os e $# or0#%"=#c"*% #2( se !"s"&#% &oos $os )(%&os e !e%&#s / c$"e%&es e@&er%os co% e$ 9"% e es&#<$ecer e$ 0r#o e s#&"s9#cc"*% e e$$os / reco$ecc"*% e )os"<$es 2(e-#s+ rec$#os o s(0ere%c"#s+ e% e$ s"0("e%&e >or#r"o e #&e%c"*%

Ser!"c"o #$ c$"e%&e $(%es / -(e!es e 113 # # 3 ). C#r&er# J(e!es e ' ) # 5 ) E% se#%#s co% $(%es 9es&"!o $# #&e%c"*% ser? e$ # !"er%es. • •

Res)o%s#<$e Je9e e "s&r"<(c"*% / !e%&#s K re)res%&#&e e !e%&#s. Doc(e%&#c"*% #)$"c#<$e "%c$(/e $os s"0("e%&es oc(e%&os e #c(ero # $# #c&"!"# # re#$"=#r V"s"&# #$ c$"e%&e 9or#&o e c#$"9"c#c"*% e ser!"c"os+ / e rec$#os+ 2(e-#s / s(0ere%c"#s+ re0"s&ro )ro0r##o e !"s"&#s # c$"e%&es+ >"s&or"#$ co)r#s c$"e%&es.

14

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Su6pro/0!o: Tr#"&e e )e&"c"o%es+ 2(e-#s+ rec$#os / s(0ere%c"#s e $os c$"e%&es. O670t32o 10 Su6pro/0!o: c$#s"9"c#r / res)o%er $#s )e&"c"o%es 2(e-#s+ rec$#os / s(0ere%c"#s e $os c$"e%&es >#c"# $# or0#%"=#c"*% e #c(ero # $# co"9"c#c"*% o c$#s"9"c#c"*% e&er"%## )or e$ ser!"c"o #$ c$"e%&e . Procedimiento

Tr?"&e e $# Pe&"c"*%+ ,(e-#+ Rec$#o / S(0ere%c"# ec># # e% 2(e se rec"
Tr?"&es e I%9or#c"*% Es&os c#sos se eor#s+ s"0("e%&es # s( r#"c#c"*%+ e%&re0#%o $# "%9or#c"*% so$"c"&## #$ c$"e%&e.



Tr?"&es e Re2(er""e%&o Es&os se c$#s"9"c#% e #c(ero s( &")o       

G#r#%&#. #$&#%&e. De!o$(c"*%. A%($#c"*%. C#<"o e "recc"*%. E"s"*% e )#= / s#$!o / cer&"9"c#c"o%es. #c&(r#c"*% / c#r&er#.

O
e% c#so e ser %eces#r"o so$"c"&# #(&or"=#c"*% e$ -e9e e o)er#c"o%es c(#%o se co%s"ere %eces#r"o )or &r#&#rse e )ro<$e#s co% (% #$&o ")#c&o e% $# s#&"s9#cc"*% e$ c$"e%&e o #$&os cos&os )#r# $# or0#%"=#c"*%+ e-#%o s"e)re co%s&#%c"# e $# res)(es&# #$ c$"e%&e. E$ &"e)o es&")($#o )#r# #r$e res)(es&# #$ c$"e%&e so% 48 >or#s+ )or $o e%os "%9or#%o $# 0es&"*% 2(e se es&? re#$"=#%o. De #c(ero # $# #0%"&( e$ )ro<$e#+ s( ")#c&o+ cos&o o re)e&"&"!"# e$ Re)rese%&#%&e e $# 0ere%c"# e
•

•

Res)o%s#<$e Je9e e "s&r"<(c"*% / !e%&#s K re)res%&#&e e !e%&#s -e9e e ser!"c"o #$ c$"e%&e+ -e9e e c#$"# / 0ere%&e. Doc(e%&#c"*% #)$"c#<$e 9or#&o e e!o$(c"o%es+ #)$"c#c"*% e 0#r#%&#s+ #%($#c"*% e )e"os+ oe$o e cer&"9"c#o e )#= / s#$!o+ 9#c&(r#s. Re0"s&ros %o #)$"c#.

Su6pro/0!o: A)$"c#c"*% e 0#r#%&#s e )ro(c&os. O670t32o 10 Su6pro/0!o: cre#r (% )roce""e%&o oc(e%&#o 2(e escr"<# )roceso e rece)c"*% e so$"c"&( e 0#r#%&# e $os )ro(c&os !e%"os )or $# or0#%"=#c"*%. Procedimiento

G#r#%&# e $os )ro(c&os 2(e coerc"#$"=# )or $# or0#%"=#c"*% co%&r# e9ec&os e% s(s #&er"#$es /o e9ec&os e 9#
16

T"e)o e res)(es&# P#r# c()$"r co% &oo e$ )roceso e (%# 0#r#%&# ese e$ oe%&o e s( %o&"9"c#c"*% >#s&# $# re)os"c"*%+ se re2("ere% e%&re 5 / 8 DAS FBILES T"e)o Res)(es&# s"% %"%0% &")o e %o!e#. • • •

Res)o%s#<$e Je9e e c#$"# K -e9e e ser!"c"o #$ c$"e%&e K 0ere%&e. Doc(e%&#c"*% #)$"c#<$e 9or#&o e 9or#&o e 0#r#%&#. Re0"s&ros %o #)$"c#.

Su6pro/0!o: rece)c"*% e 9#$&#%&e e )e"os. O670t32o 10 Su6pro/0!o: "%s&#(r#r )roce""e%&o oc(e%&#o 2(e e&#$$e e$ )roceso e rece)c"*% e so$"c"&( e 9#$&#%&e e )e"o 0e%er#o+ "s&r"<("o / e%&re0#o #$ c$"e%&e )or )#r&e e $# or0#%"=#c"*%. Procedimiento

Re)or&e e$ 9#$&#%&e e% )e"o: Se e#?<"$es. #$&#%&es %o 9#c&(r#os S" e$ 9#$&#%&e es e (% )ro(c&o so$"c"&#o / %o 9#c&(r#o+ se )rocee # !er"9"c#r e$ )e"o 9s"co / s" #)$"c#+ se 9#c&(r# e$ 9#$&#%&e #$ cor&e e $# s"0("e%&e se#%#. Tr"%o ?@"o e so$(c"*% 8 DIAS >?<"$es. T"e)o e res)(es&# P#r# c()$"r co% &oo e$ )roceso e 9#$&#%&es >#s&# $# e%&re0# e$ )ro(c&o+ se re2("ere% e%&re 5 / 8 DAS FBILES # )#r&"r e $# 9ec># e %o&"9"c#c"*%. •

• •

Res)o%s#<$e -e9e e "s&r"<(c"*% / !e%&#s+ -e9e e
Su6pro/0!o: rece)c"*% e e!o$(c"o%es. O670t32o 10 Su6pro/0!o: ")$#%&#r )roce""e%&o oc(e%&#o 2(e e&#$$e e$ )roceso e rece)c"*% e e!o$(c"o%es e9ec&(##s )or $os c$"e%&es >#c"# $# or0#%"=#c"*%. Procedimiento

17

L#s e!o$(c"o%es #)$"c#% e% $os s"0("e%&es c#sos Pro(c&os %o so$"c"&#os C(#%o se re)or&# e$ )ro(c&o e% $# 9#c&(r# / %o se so$"c"&* e% $# >o-# e )e"o.)re!"# !#$"#c"*% e so)or&e e$ )e"o. Pe"o o<$e C(#%o )or error e $# or0#%"=#c"*% se ()$"c# (% )e"o. Pro(c&os 2(e %o c()$e% co% $#s es)ec"9"c#c"o%es o9rec"#s e% #$ c$"e%&e+ /# se# )or )e"os &o#os e )erso%# e )erso%# o )or !# &e$e9*%"c#. P#r# e9ec&(#r $# e!o$(c"*% e )e"o se e#cer $os s"0("e%&es )#sos Re)or&e e!o$(c"o%es Se e##ce "%e"#&#e%&e s" e$ c$"e%&e # s" $o ese# Proceso e rece)c"*% e )ro(c&o T#% )ro%&o se re#$"=# $# reco$ecc"*% e% e$ o"c"$"o e$ c$"e%&e+ se eor#s s"0("e%&es # s( reco$ecc"*% e% e$ c$"e%&e. A)$"c#c"*% %o&# cr"&o T#% )ro%&o se rec"# e %o&"9"c#c"*% >#s&# $# #)$"c#c"*% e No&# cr"&o+ se re2("ere% e%&re 5 / 8 DAS FBILES. •

• •

Res)o%s#<$e -e9e e
Su6pro/0!o: #%($#c"*% e )e"o. O670t32o 10 Su6pro/0!o: ")$#%&#r )roce""e%&o oc(e%&#o 2(e e&#$$e e$ )roceso e #%($#c"*% e )e"o e%&ro e$ ?re# 9"%#%c"er#+
18

Procedimiento

C(#%o se ># rec"<"o (% )e"o )erso%# # )erso%# o )or !# &e$e9*%"c# / se ese# #%($#r+ es %eces#r"o re#$"=#r e$ s"0("e%&e )roceso Re)or&e Se e#o-# e )e"o %(e!# #$ ?re# e
Res)o%s#<$e -e9e e
+ POLITICAS DE FACTURACION Y CARTERA De%&ro e$ )roceso e 9#c&(r#c"*% / c#r&er# es 9(%#e%&#$ &e%er e% c(e%&# $#s s"0("e%&es recoe%#c"o%es 

No se Per"&e

Mo"9"c#r Pe"os o E$""%#c"*%A"c"*%C#<"o e Pro(c&osD#&os o C#<"os e D"recc"*% es)(s e )roces#r )e"o o C#<"o e Noo e )e"os CONTADO K NO PAGADOS I%9or#c"*% 2(e e
M#%e-o / A(&or"=#c"*% e Des)#c>os

No se )(e 0e%er#r (%# se0(%# 9#c&(r# >#s&# 2(e %o se#% )#0##s $#s e 9ec># #%&er"or.

19

P#r# $os c#sos e Co%&#o+ s" e$ )e"o %o se ># )#0#o #%&es e re#$"=#r e$ c"erre e $# se#%#+ %o se 9#c&(r# / se #%($#+ )or e%e %o se es)#c>#. E$ c#<"o e Co%&#o # Cr"&o se e?<"$es.

+ INDICADORES DE SERVICIO AL CLIENTE E%&re $os "%"c#ores #)$"c#os )or $# or0#%"=#c"*% se >#$$#%

+'+

I513/1or D0 C4311

Es&e "%"c#or es e"o coo e$ )orce%&#-e e "%&er#cc"o%es co% so$(c"*% e% (% so$o co%&#c&o so# 0e%er#o (%#s "%s&#%c"#s e so$(c"*% &#% ?0"$es+ "%e"#&#s e% res)(es&# / cre#&"!#s )#r# 0#r#%&"=#r 2(e e$ #0e%&e e c#r# #$ c$"e%&e &e%r? s"e)re so)or&e e #$0% 9(%c"o%#r"o #$ "%&er"or e $# e)res# )#r# #/(#r$e # #r res)(es&# "%e"#&# #$ c$"e%&e.

+%+

I513/1or 10 St3!//395

20

Es&e e"r? e$ )orce%&#-e e c$"e%&es 2(e co%&#c&#% $# or0#%"=#c"*% #%"9es&#%o #$0(%# "%s#&"s9#cc"*% K 2(e-# o rec$#o + co%&r# e$ &o&#$ e co%&#c&os #&e%"os. Es&e e#c"# $# e@ce$e%c"# o)er#&"!#+ $#s 2(e-#s+ rec$#os e "%s#&"s9#cc"o%es e $os c$"e%&es e
+,+

I513/1or 10 R0t05/395 10 C4305t0!

O<&e%"o # )#r&"r e $os c$"e%&es re&e%"os 2(e so$"c"&#% re&"ro e$ ser!"c"o co%&r# e$ &o&#$ e c$"e%&es 2(e $o so$"c"&#%. Coo se s## ?re# res)o%e )or $#s

+-+

I513/1or 10 Auto!u3/305/3

O<&e%"o # )#r&"r e$ !o$(e% e 9#c&(r#c"*% 2(e 0e%er#% &oos $os c#%#$es e ser!"c"o co%&r# e$ cos&o &o&#$ e$ ?re#.

+.+

I513/1or D0 Co!to! Por At05/395

Es&e "%"c#or )er"&e e"r $o 2(e c(es&# c## #&e%c"*% )or c#%#$ e co%&#c&o / e% $ se eor#r"os+ )or #0e%&e+ )or c#%#$. A &r#!s e es&e "%"c#or e
+(+

I513/1or0! 104 N3204 10 S0r23/3o

E$ N"!e$ e Ser!"c"o # C$"e%&es C(s&oer Ser!"ce Le!e$ K CSL )(ee ser e"o co% $os s"0("e%&es "%"c#ores 

Orer "$$ R#&e C()$""e%&o e $#s ;re%es Es $# )ro)orc"*% e $#s *re%es 2(e se e<#rc#ro% co)$e&#s+ res)ec&o e$ &o&#$ e $#s *re%es rec"<"#s

21



L"%e "$$ R#&eI&e "$$ R#&e C()$""e%&o e $os Ar&c($os Es $# )ro)orc"*% e $# c#%&"# e #r&c($os 2(e se e<#rc#ro% # $os c$"e%&es+ res)ec&o e$ &o&#$ e #r&c($os ore%#os )or $os c$"e%&es



O% T"e De$"!er/ E%&re0# # T"e)o es $# )ro)orc"*% e $#s e%&re0#se<#r2(es e )ro(c&o # c$"e%&es 2(e $$e0#ro% e% e$ &"e)o )#c&#o+ res)ec&o #$ &o&#$ e e%&re0#se<#r2(es >ec>#s # $os c$"e%&es.



,(#$"&/ o9 De$"!er/De$"!er/ Acc(r#c/ C#$"# e $# E%&re0# Es $# )ro)orc"*% e $# C#%&"# e Ar&c($os 2(e $os c$"e%&es rec"<"ero% / 2(e %o &(!"ero% %"%0% )ro<$e# e% $# rece)c"*%+ /# 9(er# e c#$"# e $os )ro(c&os o oc(e%&#c"*% e$ e<#r2(e+ co% res)ec&o # $# &o&#$"# e $os #r&c($os 2(e se e<#rc#ro% # c$"e%&es.

Los c(#&ros "%"c#ores ?s e)$e#os )or $# or0#%"=#c"*% so% $os s"0("e%&es

22

+ MEDICI#N Y SEGUIMIENTO DE LA SATISFACCI#N DEL CLIENTE L# s#&"s9#cc"*% e$ c$"e%&e es e$ res($&#o e co)#r#r s( e@)ec&#&"!# co% $# )erce)c"*% e$ )ro(c&o o ser!"c"o rec"<"o. Proces#%o $# "%9or#c"*% o<&e%"# se o<&"e%e e$ %"ce e s#&"s9#cc"*% e$ c$"e%&e+ e2("!#$e%&e # $# e!#$(#c"*% 0$o<#$ e $# or0#%"=#c"*% )or )#r&e e $os c$"e%&es. Co% $os #&os reco0"os # &r#!s e es&e s"s&e# e e"c"*% se e&ec&# (%# 0r#% c#%&"# e o)or&(%"#es co%cre&#s e e-or#. P#r# #)ro!ec>#r$#s #$ ?@"o e% e$ )$#=o ?s
Índice de Satisfacción del cliente: Porce%&#-e e c$"e%&es s#&"s9ec>os To&#$ e c$"e%&es #&e%"os

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Manual de Proceso Servicio Al Cliente

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