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Reclamaţiile Clienţilor - Sursă De Ameliorare A Calităţii Produselor Şi Serviciilor Bancare

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Author Info

  • Dobran , Ruxandra Diana

    (Groupe Société Générale hors France)

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    Abstract

    Această lucrare scoate în evidenţă importanţa procesului de analiză şi soluţionare corespunzătoare a reclamaţiilor primite de către băncile comerciale de la clienţi. Reclamaţiile clienţilor trebuie privite pozitiv. Ele reprezintă vocea clientului, transmiţând un mesaj cu privire la nivelul calităţii serviciilor şi arătând disfuncţionalităţile produselor şi serviciilor oferite de bancă. O reclamaţie bine gestionată (analizată şi soluţionată corespunzător) reprezintă un act comercial puternic ,contribuind la păstrarea şi aprofundarea relaţiei cu clientul, la păstrarea imaginii băncii şi ,nu în ultimul rând, la îmbunătăţirea continuă a calităţii serviciilor.

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    File URL: ftp://www.ipe.ro/RePEc/vls/vls_pdf/vol13i3p91-96.pdf
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    Bibliographic Info

    Article provided by Centre of Financial and Monetary Research "Victor Slavescu" in its journal Studii Financiare (Financial Studies).

    Volume (Year): 13 (2009)
    Issue (Month): 3 ()
    Pages: 91-96

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    Handle: RePEc:vls:finstu:v:13:y:2009:i:3:p:91-96

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    Related research

    Keywords: bank; claims; client; quality; indicators; responsabilities; commercial approach; solution; answer;

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