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Social Performance Task For ce

Social Performance Task For ce. Evelyn Marilys Di Chiara Flores Director of Planning and Project Development Panama 2013. Financi al a- Social 4. Contributions to the Community. Strategic focus DirecTORS and general Manager. CLIENT. GÉNESIS SUPPORT. I NVESTMENT IN BUSINESS.

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Social Performance Task For ce

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  1. Social Performance TaskForce Evelyn Marilys Di Chiara Flores Director of Planning and Project Development Panama 2013 Financiala- Social 4 Contributions to the Community

  2. Strategic focus DirecTORSand general Manager • CLIENT • GÉNESIS SUPPORT • INVESTMENT IN BUSINESS • HIGHER INCOME • BETTER LIFE QUALITY CRÉDIT Production Agriculture Commerce Services Housing 13,600 Clients/month US$629 Avg. Loan US$.34M. 162,042 Active clients Data April 2013 14,979 Clients/month Enterprise Dev. Services TRAINING & TA. PARTNERSHIPS MANAGING Social Performance…

  3. training and TA 90% Rural 65% Women 62% Indigenous Técnico Agropecuaria Administrativa Farming and Livestock Techniques Administrative Alliances “Service Week” Techniques for Productivity, Social, & Environmental Topics 42% No education 47% Incompleteprimaryeducation Over 130 technical development courses available

  4. Fundation GÉNESIS EMPRESARIAL Understandingclients’ needs & preferences Systems for Market Research and Customer Service

  5. PROCESS: customer sATISFACionResponding to THE target clients’ needs

  6. DESCOVERING clients’ needs • Market Studies:Clients and Partners

  7. Addressing Target Clients’ Needs • 2. Key inputs to improve customer service and client satisfaction Recently set up client service unit to monitor client opinions on an on-going basis and promote on-going change and continuous improvement ...

  8. Addressing Target Clients’ Needs Banner on Client Protection Principles Campaign Leaflets on the Customer Service Policy SMS • Renewals Client Retention SMS Invitingclients to communicate with us Telephone contact “Evaluatingsatisfaction” Opportunities to improve Help Desk • & System for Recording Client Complaints and Suggestions Complaints, Suggestions, and Requests Manual Seguimiento PilotActivities on Customer Service

  9. Addressing Target Clients’ Needs 3. Provides feedback on the credit process, how to adjust products, facilitates the creation of new products and services, and is an input for building staff capacity. The goal of this process is to increase client satisfaction and the institution’s competitiveness.

  10. Evelyn Di Chiara Flores Directora de Planeación y  Desarrollo de Proyectos Tel. Directo (502) 2383-9020 PBX (502) 2383-9000 ext. 1020 Cel. (502) 5510-1204 Skype: edichiaraf Mail: edichiara@genesisempresarial.com www.genesisempresarial.com @genesisguate

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