Abstract

SIERRA MORENO, Colón Mauricio; ROMERO CASTRO, Ana Lucia  and  GALARZA TORRESANO, Iván Danilo. Impact of training on staff competencies towards customer service. International Bank Ibarra Branch. Conrado [online]. 2024, vol.20, n.96, pp. 198-205.  Epub Feb 28, 2024. ISSN 1990-8644.

This study seeks to design and implement an innovative educational program at Banco Internacional, Ibarra headquarters, inspired by Disney's approach to service excellence, with the purpose of strengthening staff skills in providing customer services. To this end, a quantitative and qualitative approach is adopted with a longitudinal study design. Structured surveys are used with a sample of employees to evaluate perceptions about soft skills and organizational culture. The results support the effectiveness of the implemented program by revealing an increase in staff skills, improvements in customer orientation and adaptability. In this way, a positive impact is achieved on the organizational culture. These results support the effectiveness of the initiative and offer a solid basis for recommending the continuation of similar educational programs.

Keywords : Personnel training; Approach to excellence; Service provision; Financial institution.

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