SOFT SKILLS AS A KEY IN THE TECHNICAL ASSISTANCE SECTOR

Abstract

This study presents a service model based on socio-emotional skills for the after-sales department of a specific organization. The research, conducted over a year, aimed to demonstrate the importance of these skills in creating a supportive and motivating work environment and their direct impact on generating income and profits. The model was implemented in the technical assistance sector of a company located in the northern plateau of Santa Catarina, serving as a case study. To support the theoretical framework, a Systematic Bibliographic Review (RBS) was conducted between 2017 and 2022, focusing on the most relevant themes related to the study. The research involved various activities, including daily practices of active listening to provide comfort to customers in need of technical assistance. Additionally, specialized lectures on communication were organized to address theoretical aspects of socio-emotional skills. The results of the study were measured through customer feedback and cost savings. The implementation of the model led to increased customer satisfaction and more efficient resource allocation. Overall, this research highlights the significance of socio-emotional skills in improving both the work environment and the financial performance of organizations