Terms and Conditions
Recognition I am Service Comfenalco Valle Delagente
Glossary
IN: we refer to the direct collaborators of Comfenalco Valle Delagente.
PRO: we refer to the suppliers of Comfenalco Valle Delagente.
Detail that falls in love: It is an action that surprises the client before, during or after the experience, it does not necessarily require large investments, just a little creativity.
Interdisciplinary Committee: Team made up of: Marketing, Safety and Health at Work, Quality, Contracting and Purchase of Services, Customer Service, Human Management, Development and Organizational Improvement, Work Environment and Internal Audit that will support the evaluation work to certify the transparency of the same.
Evaluation categories and methodologies
1. Category: Service Attitude
In this category we want to demonstrate the vocation to serve, the empathy towards the needs of each client (Internal / External), reflecting a warm and friendly treatment. I provide a quality service through the application of inclusive service and care protocols, which facilitate interaction with all our users.
He PRO You will apply through a form, in which you must specify:
Provider's name
Customer-facing function for users of the Compensation Fund
Familiar
Number of collaborators
Headquarters or offices where it provides its services.
Hours of provision of services.
Evaluation method
According to the postulated PRO, an unknown client will be carried out where the following criteria will be evaluated:
I am a Service Competence: Demonstrates a vocation to serve, empathy towards the needs of each client, reflecting a warm and friendly treatment. The weight of this section is 35%
Implementation of the 4 steps of the service: Attend, clarify, satisfy and ensure. The weight of this section is 35%
Implementation of the Inclusive Service and Attention Protocols according to the channel it serves (in person, by telephone or virtual). The weight of this section is 30%
A criteria sheet is generated for the implementation of mystery customers with which the winning provider of this recognition will be defined.
*If there is a tie, the winner will be defined through a popular vote on the intranet by the Collaborators of the Compensation Fund.
2. Best place to attend
I comply with the Office Model. My client perceives a nice place. Here the state, order and cleanliness of the space, personal presentation and visual communication are decisive in managing the service.
The provider will self-apply with a place of care.
Evaluation method
An incognito visit will be made to the space where the customer-facing work is carried out and an evaluation list will be managed for the Interdisciplinary Committee, with which it will be validated if the supplier's collaborator(s) comply with the guidelines in the service spaces.
A sample will be taken according to the number of collaborators reported in the space to be evaluated by the provider.
*Does not apply to provider's administrative offices.
3. Category: PRO of the year
This recognition is addressed to our PROviders who actively contribute to building our customer-focused service culture and committed to generating good service experiences for our users.
postulates
The suppliers that have participation in the previous categories enter this category by default.
Evaluation method
The Supplier will be evaluated through a Supplier Evaluation carried out annually by the auditor.
These SUPPLIERS will be evaluated by the Contracting and Purchasing and Customer Service area, who will be supported by the supplier's Supervisor to identify the most qualified applicants.
*If there is a tie, the evaluation of the last 2 years will be reviewed.
General Policies for PRO
- The supplier that voluntarily decides to apply for the Soy Servicio Recognition, declares that it does not constitute in any case and under any circumstances an obligation for the Family Compensation Fund of Valle del Cauca Comfenalco Valle Delagente to enter into or award future contracts.
- Have a current contract with the Family Compensation Fund of Valle del Cauca Comfenalco Valle Delagente.
- Be a service provider facing the customer.
- Not having been penalized and being up to date with all your obligations.
- The result of the supplier evaluation of the last year must be in the range of Good or Excellent.
- The recognition is annual and validates the work of the past year.
- Registrations will only be received through the defined web form.
- Mystery customer will be carried out to demonstrate the categories Service Attitude and Best place to serve.
- The jury will have the power to declare void the category in which no applicants with solid merits have been found to be considered exemplary.
- Applications that do not comply with these Regulatory Norms, are incomplete or incur in some type of falsehood, will be excluded from the call.
- Participation in this recognition implies authorization for Comfenalco Valle Delagente to use the name and image of the award-winning suppliers in advertising communications, on the intranet and in communication actions of Comfenalco Valle Delagente.
dates
- Launch–socialization:
- Suppliers (breakfast): February 10, 2023.
- IN and PRO applications: From February 13 to 28, 2023
- Evaluation for the jury (mysterious customers and anonymous voting): From March 1 to 31, 2023
- Voting for the categories that apply: from March 13 to 24, 2023
- Announcement of the nominations: From April 11 to 14, 2023
- Recognition award: Thursday, April 27, 2023
The Internal Audit team, led by Viviana Jiménez, will be in charge of ensuring the transparency of the results of the aforementioned categories.