{"id":2846,"date":"2022-08-02T11:41:46","date_gmt":"2022-08-02T09:41:46","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=2846"},"modified":"2023-06-06T16:53:02","modified_gmt":"2023-06-06T14:53:02","slug":"el-borrador-de-la-ley-atencion-al-cliente-los-bancos-deberan-atender-de-forma-personal-a-los-clientes-las-24-horas","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/el-borrador-de-la-ley-atencion-al-cliente-los-bancos-deberan-atender-de-forma-personal-a-los-clientes-las-24-horas\/","title":{"rendered":"El borrador de la ley Atenci\u00f3n al Cliente: Los bancos deber\u00e1n atender de forma personal a los clientes las 24 horas"},"content":{"rendered":"\n<h4 class=\"wp-block-heading\"><strong>El Ministerio de Asuntos Econ\u00f3micos y el de Consumo trabajan para sacar adelante una nueva ley de Atenci\u00f3n al Cliente, que fija criterios en estos servicios, especialmente para personas mayores y discapacitadas.<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Se acab\u00f3 el abierto hasta las 20.00 horas y los contestadores autom\u00e1ticos eternos. Las entidades bancarias deber\u00e1n que habilitar una l\u00ednea de atenci\u00f3n al cliente 24 horas, personal y de calidad durante todo el a\u00f1o. Es la propuesta del anteproyecto de Atenci\u00f3n al Cliente fruto de la colaboraci\u00f3n entre el <strong>Ministerio de Consumo <\/strong><strong>y<\/strong><strong> Asuntos Econ\u00f3micos.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As\u00ed, el principio de no discriminaci\u00f3n es un eje fundamental del anteproyecto, que hace hincapi\u00e9 en la necesidad de ofrecer un servicio de calidad que se adapte a las necesidades de los m\u00e1s vulnerables, como ancianos y personas con discapacidad. Para ello,&nbsp;<strong>exige a las entidades bancarias tomar las acciones necesarias&nbsp;<\/strong>para formar al personal encargado de este departamento en el buen trato de estos clientes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><u>Los bancos deber\u00e1n atender de forma personal a los clientes las 24 horas<\/u><\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La plantilla tendr\u00e1 formaci\u00f3n especial para usuarios de edad avanzada; las entidades habr\u00e1n de separar el \u00e1rea de resoluci\u00f3n de conflictos del resto.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La banca tendr\u00e1 otra asignatura regulatoria que deber\u00e1 cumplir y que est\u00e1 marcada con un asterisco gigante desde hace a\u00f1os: la atenci\u00f3n al cliente. Las entidades deber\u00e1n contar un servicio de atenci\u00f3n al cliente 24 horas los 365 d\u00edas del a\u00f1o con personas al otro lado del tel\u00e9fono, con una plantilla formada y con capacidad para atender a personas mayores y con discapacidad, seg\u00fan el anteproyecto de ley de atenci\u00f3n a la clientela.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u201cEl servicio de Atenci\u00f3n al Cliente, que ser\u00e1 gratuito, eficaz, accesible, inclusivo, no discriminatorio y evaluable, se prestar\u00e1 de forma continuada las 24 horas del d\u00eda todos los d\u00edas del a\u00f1o. En todo caso, se proh\u00edbe el empleo de contestadores autom\u00e1ticos u otros medios an\u00e1logos como medio exclusivo de atenci\u00f3n a la clientela\u201d<\/em>, indica el anteproyecto. Es decir, siempre deber\u00e1 haber una persona al otro lado del hilo telef\u00f3nico, un est\u00e1ndar que ni mucho menos tienen ahora todas las entidades financieras espa\u00f1olas. Es habitual que en d\u00edas festivos y durante determinadas horas se restrinja la asistencia a un servicio de reconocimiento de voz, sin posibilidad de contactar con un operador.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">El borrador incluye adem\u00e1s exigencias en la calidad del servicio. Las entidades deber\u00e1n asegurarse de que sus departamentos o servicios de atenci\u00f3n al cliente est\u00e1n dotados de los medios humanos, materiales, t\u00e9cnicos y organizativos adecuados para el cumplimiento de sus funciones.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As\u00ed, la cuesti\u00f3n con este anteproyecto es si los bancos ser\u00e1n capaces de ofrecer un servicio similar al que se prestaba en las oficinas ahora cerradas o si la relaci\u00f3n cambiar\u00e1.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La futura norma vendr\u00eda a complementar y modernizar la regulaci\u00f3n actual del sector financiero, vigente desde el a\u00f1o 2002, igual\u00e1ndose a otros servicios esenciales como los suministros de luz y agua.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/www.mstholding.com\">www.mstholding.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>El Ministerio de Asuntos Econ\u00f3micos y el de Consumo trabajan para sacar adelante una nueva ley de Atenci\u00f3n al Cliente, que fija criterios en estos servicios, especialmente para personas mayores y discapacitadas. Se acab\u00f3 el abierto hasta las 20.00 horas y los contestadores autom\u00e1ticos eternos. Las entidades bancarias deber\u00e1n que habilitar una l\u00ednea de atenci\u00f3n [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":2848,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-2846","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>El borrador de la ley Atenci\u00f3n al Cliente: Los bancos deber\u00e1n atender de forma personal a los clientes las 24 horas - MST Holding Blog<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.mstholding.com\/blog\/el-borrador-de-la-ley-atencion-al-cliente-los-bancos-deberan-atender-de-forma-personal-a-los-clientes-las-24-horas\/\" \/>\r\n<meta property=\"og:locale\" content=\"es_ES\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"El borrador de la ley Atenci\u00f3n al Cliente: Los bancos deber\u00e1n atender de forma personal a los clientes las 24 horas - MST Holding Blog\" \/>\r\n<meta property=\"og:description\" content=\"El Ministerio de Asuntos Econ\u00f3micos y el de Consumo trabajan para sacar adelante una nueva ley de Atenci\u00f3n al Cliente, que fija criterios en estos servicios, especialmente para personas mayores y discapacitadas. 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