Conoce el Modelo Cero Quejas

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Tabla de Contenidos

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La Asociación Hondureña de Instituciones Bancarias (AHIBA) tiene el placer de invitarle a conocer el Modelo Cero Quejas.

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FECHA: 8 de Agosto 2024
HORA
9:00 am – 12:30 M
RECESO
2:00 pm – 5:30 pm
COSTO POR PERSONA: USD 180.00 o su equivalente en Lempiras
ONLINE VÍA ZOOM

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Descripción

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Modelo de Gestión y Operación que busca MINIMIZAR las Quejas, Peticiones y Reclamos y cualquier momento de incomodidad y disgusto, generado a causa de factores humanos o tecnológicos, y MAXIMIZAR la experiencia del cliente con una atención impecable; asegurando la reputación de marca y la experiencia del cliente interno y externo en toda la cadena de valor de atención y servicio al cliente, y la cobranza.

Permite además imprimir en la cultura un sello de calidad en la aplicación diaria de los procesos y procedimientos a todo nivel, elevar el compromiso de los funcionarios, lograr mayor agilidad en la operación y mejor alineación entre las diferentes áreas en los flujos de trabajo END2END, minimizando los riesgos y el incumplimiento, maximizando los niveles de calidad, servicio y satisfacción en el Customer Journey, y la calidad de la cartera. Finalmente se consigue incrementar la rentabilidad del portafolio de clientes y la generación de valor.

Dirigido a

Jefe, Auxiliar, Coordinador y Operador de Call Center, Jefe de Comercios Afiliados, Gerente de Negocios, Gerente de Operaciones Contact Center, Auxiliar de Cobros, Gerente de Banca Electrónica, Jefe de Recursos Humanos, Coordinador de Capacitación, Especialista de Reclutamiento y Selección, Analista de Mejora Continua, Gerente, Jefe, y Oficial de Gestión de Calidad, Ejecutivo de Cuentas, Gerente y Jefe de Ventas/Comercial, Recepcionistas, Jefes y Auxiliares de Operaciones – Tarjetas, Formalizador de Crédito, Jefe y Analista de Crédito Banca Personal, Ejecutivo de Ventas-Pyme, Supervisor de Departamento de Préstamos, Oficial de Atención al Usuario Financiero.

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Kit de herramientas para evitar The dirty dozen/ «La docena sucia», que ocasionan el 99% de los incidentes.
Definición de Objetivo SMART
Elementos para desarrollar un pensamiento inspirado por los principios Mindfulness.
Alquimia emocional, creación de hábitos y manejo de la frustración
Manejo de Clientes Difíciles, reclamaciones y el desarrollo de conversaciones poderosas
Negociación asertiva y las 6 leyes de persuasión para acuerdos de calidad con los clientes y con los pares, bajo una visión 360 del proceso.
Los tres centros regentes y el storytelling aplicado al negocio
Formato STAR para interiorizar y socializar Lecciones Aprendidas y Construcción del plan de acción

Juan Manuel Quiroz | Team Coach

MBA en Liderazgo y Management

Team Coach certificado por la ICC y especialista en Mercadeo de la Universidad EAFIT de Medellín – Colombia. cuenta con un MBA en Liderazgo del EU Business School.

Es facilitador y especialista con más de 20 años de experiencia, como docente en Ventas, Marketing y Cobranzas.

Experto en la estructuración e implementación de Modelos de atención y actuación Comercial, Neuroventas, Neuromarketing, y Neurocobranzas.

Coaching, Training y Mentoring de varios institutos de formación en Colombia y Perú.

Ha sido Train The Trainers en Programas de Liderazgo y Productividad Comercial y hace parte del equipo de consultores y formadores especializados, de la Revista Ciclo de Riesgo para Latam, donde ha manejado los programas de capacitación en liderazgo, gestión del logro, gerenciamiento del resultado, resiliencia, cobranzas y negociación, de importantes bancos, cooperativas, financieras de vehículos, microfinanzas y Fintech.

Creador del Modelo Cero Quejas y del Modelo de Neurocobranzas.

Entre sus clientes en modelos de servicio, ventas y marketing, se encuentran importantes compañías colombianas del sector productivo, Banca y Seguros, como ALLIANZ, SURA, SEGUROS BOLIVAR, BMI COLOMBIA, GLOBAL SEGUROS, POSITIVA COMPAÑÍA DE SEGUROS, MAPFRE COLOMBIA, COOMEVA MP, PREVER, SCOTIABANK, UP SALESS; TOTTO, MELEXA, BAM, BERHLAN, entre otras.

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animation_delay=»0″ animation_offset=»»]

Formas de Pago

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TRANSFERENCIA O DEPÓSITO a cuenta de cheques en Lempiras a nombre de AHIBA en Banco Ficohsa, cuenta número 0011020004001-4
LINK DE PAGO con tus tarjetas de crédito o débito Visa o MasterCard, al utilizar esta opción favor llamar a los teléfonos 9439-0062 o 9435-3291 o escribir al correo capacitaciones@ahiba.hn.
TARJETA DE CRÉDITO pago en las oficinas de AHIBA.

NO SE ACEPTAN CANCELACIONES UNA VEZ CONFIRMADO EL CUPO

Enviar formulario de inscripción a: capacitaciones@ahiba.hn o gabrielastefan@ahiba.hn | Información en los teléfonos: +504 9439-0062 / +504 9435-3291

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background_custom_size_medium=»» background_custom_size_small=»» background_blend_mode_medium=»» background_blend_mode_small=»» background_blend_mode=»none» background_slider_images=»» background_slider_position=»» background_slider_skip_lazy_loading=»no» background_slider_loop=»yes» background_slider_pause_on_hover=»no» background_slider_slideshow_speed=»5000″ background_slider_animation=»fade» background_slider_direction=»up» background_slider_animation_speed=»800″ background_slider_blend_mode=»» render_logics=»» sticky=»off» sticky_devices=»small-visibility,medium-visibility,large-visibility» sticky_offset=»» absolute=»off» absolute_props=»» filter_type=»regular» filter_hover_element=»self» filter_hue=»0″ filter_saturation=»100″ filter_brightness=»100″ filter_contrast=»100″ filter_invert=»0″ filter_sepia=»0″ filter_opacity=»100″ filter_blur=»0″ filter_hue_hover=»0″ filter_saturation_hover=»100″ filter_brightness_hover=»100″ filter_contrast_hover=»100″ filter_invert_hover=»0″ filter_sepia_hover=»0″ filter_opacity_hover=»100″ filter_blur_hover=»0″ transform_type=»regular» transform_hover_element=»self» transform_scale_x=»1″ transform_scale_y=»1″ transform_translate_x=»0″ transform_translate_y=»0″ transform_rotate=»0″ transform_skew_x=»0″ transform_skew_y=»0″ transform_scale_x_hover=»1″ transform_scale_y_hover=»1″ transform_translate_x_hover=»0″ transform_translate_y_hover=»0″ transform_rotate_hover=»0″ transform_skew_x_hover=»0″ transform_skew_y_hover=»0″ transform_origin=»» transition_duration=»300″ transition_easing=»ease» transition_custom_easing=»» motion_effects=»» scroll_motion_devices=»small-visibility,medium-visibility,large-visibility» animation_type=»» animation_direction=»left» animation_color=»» animation_speed=»0.3″ animation_delay=»0″ animation_offset=»» last=»true» border_position=»all» first=»true»][fusion_separator style_type=»single solid» hide_on_mobile=»small-visibility,medium-visibility,large-visibility» sticky_display=»normal,sticky» class=»» id=»» flex_grow=»0″ top_margin=»7px» bottom_margin=»7px» width=»» height=»20″ alignment=»left» border_size=»3″ weight=»» amount=»» sep_color=»var(–awb-color1)» hue=»» saturation=»» lightness=»» alpha=»» icon=»» icon_size=»» icon_color=»» icon_circle=»» icon_circle_color=»» /][fusion_title title_type=»text» marquee_direction=»left» marquee_speed=»15000″ rotation_effect=»bounceIn» display_time=»1200″ highlight_effect=»circle» loop_animation=»off» highlight_width=»9″ highlight_top_margin=»0″ before_text=»» rotation_text=»» highlight_text=»» after_text=»» title_link=»off» link_url=»» link_target=»_self» hide_on_mobile=»small-visibility,medium-visibility,large-visibility» sticky_display=»normal,sticky» class=»» id=»» content_align_medium=»» content_align_small=»» content_align=»left» size=»2″ animated_font_size=»» fusion_font_family_title_font=»» fusion_font_variant_title_font=»» font_size=»» line_height=»» letter_spacing=»» text_transform=»» text_color=»» hue=»» saturation=»» lightness=»» alpha=»» animated_text_color=»» text_shadow=»no» text_shadow_vertical=»» text_shadow_horizontal=»» text_shadow_blur=»0″ text_shadow_color=»» text_stroke=»no» text_stroke_size=»1″ text_stroke_color=»» text_overflow=»none» margin_top_medium=»» margin_right_medium=»» margin_bottom_medium=»» margin_left_medium=»» margin_top_small=»» margin_right_small=»» margin_bottom_small=»» margin_left_small=»» margin_top=»» margin_right=»» margin_bottom=»» margin_left=»» margin_top_mobile=»» margin_bottom_mobile=»» gradient_font=»no» gradient_start_color=»» gradient_end_color=»» gradient_start_position=»0″ gradient_end_position=»100″ gradient_type=»linear» radial_direction=»center center» linear_angle=»180″ highlight_color=»» style_type=»default» sep_color=»» link_color=»» link_hover_color=»» animation_type=»» animation_direction=»left» animation_color=»» animation_speed=»0.3″ animation_delay=»0″ animation_offset=»»]

Formulario de Inscripción