International Journal of Research in Human Resource Management
2021, Vol. 3, Issue 2, Part A
The soft skills as a drivers of customer service in a sales area
Roxana Dalila Escamilla Vielma, Adriana Segovia-Romo and Jesús Fabián López
Problem and Objective: This study aims to investigate the soft skills as a driver to customer service. And to see the customer service as an important organization´s element. At World Economic Forum in 2019, were raised the following years trends. The main was soft skills. Of the Resource Human´s leaders interviewed. 91% mentioned the need to detect, study, and develop soft skills since hiring process. 92% highlighted soft skills versus hard skills (Fleming, 2019) .
Experimental Approach: To the research, a questionnaire was applied to 66 managers of the sales area of the automotive distribution agencies. They are the ones who are directly with the employees who offers customer´s expected service. The stepwise multivariable regression in SPSS Statistics was used to obtain the results.
Findings and Conclusion: The findings revealed that hospitality, effective communication, and motivation are significant as a driver to customer service. Teamwork and problem solving were not significant.