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

  • Dobran , Ruxandra Diana

    (Groupe Société Générale hors France)

Registered author(s):

    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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    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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