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International Journal of Research in Human Resource Management
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  • Refereed Journal
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P-ISSN: 2663-3213, E-ISSN: 2663-3361, Impact Factor: RJIF 5.6
International Journal of Research in Human Resource Management
Printed Journal   |   Refereed Journal   |   Peer Reviewed Journal
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) [18].
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.
Pages : 28-35 | 53 Views | 33 Downloads
How to cite this article:
Roxana Dalila Escamilla Vielma, Adriana Segovia-Romo, Jesús Fabián López. The soft skills as a drivers of customer service in a sales area. Int J Res Hum Resour Manage 2021;3(2):28-35.
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