Open AccessProposal of customer service strategies for a micro tax and financial consulting firm
Author(s) -
María Elena Andrew-Sotelo,
Paula Alejandra Sostres-Flores,
Carlos Durán-Morales
Publication year - 2019
Publication title -
ecorfan
Language(s) - English
Resource type - Journals
ISSN - 2414-4819
DOI - 10.35429/ejrp.2019.9.5.38.47
Subject(s) - marketing , business , service (business) , exploratory research , session (web analytics) , order (exchange) , process (computing) , customer advocacy , finance , computer science , service quality , advertising , sociology , anthropology , operating system
Proposal about Strategies of Customer Service to a Micro Company in Tax and Financial Consulting. Purpose: To increase company’s competitiveness, developing customer service digital strategies in a micro company in Chihuahua City, which is dedicated to perform activities that are focused in areas such as: business consulting in IT, Corporative Finance, Marketing, Corporative Image. Method: This research is exploratory, since this, realize an analysis of the company´s current situation, this is performed through an interview for the owner of the company. Also it uses a qualitative method, since a group session realized with current customers, and also quantitative and descriptive method uses through an applied questionnaire to specific market segment. Results: To obtain the automatization of training process for each employee who are involved on the sales process/ telephone attention. Since the employees have available information, the person in charge to provide the customer service or any other person in the company, will be able to know accurate operation related to the problem that the user has, as well as, new employees will be able to know easily the sales process, after sale service, in order to provide better attention, more easy and effectiveness through the digital communication tools.