PREPARED BY TEAM #1 ID CARD 

Burbano, Roderick  8-924-671 

Bustamante, Ilka  2-738-283 
Morales, Jaira  8-902-1841 
Morán, José  2-741-1402 
Pacheco, Hazel  8-928-1979 
Shedden, Carlos  8-916-1877 
CHAPTER 1
Company information
 COMPANY GENERAL
INFORMATION

Number of employees: 250

Time in business: 37 years, since 1987
Descriptions: The store is recognized as a crucial
place for the acquisition of materials for the
manufacture of traditional costumes of our
country, in addition to general handicraft materials
such as paintings, jewelry, wool, special sewing
scissors, fabric accessories, dressmaking.
Directors / Officers
GERALD ISAAC CASTILLO MEJIA, director
GERALD ISAAC CASTILLO MEJIA, treasurer
STEPHANIE MICHELLE FAJGENBAUM DE
GADELOFF, president
SOCIAL NETWORKS
FACEBOOK
https://www.facebook.com/SederiaDallas/
INSTAGRAM
instagram.com/sederiadallaspty/?hl=es-la
https://www.instagram.com/sederiadallasoficial/?hl=es-la
WEB PAGE
https://sederiadallas.com
Paitilla
Santa Ana
Branch Office

Los Andes Los Pueblos

CHAPTER
2
Problematics
Current situation in customer Service

LACK OF COMMUNICATION

CUTTING LANGUAGE
Current situation in customer Service

LITTLE KNOWLEDGE OF STOCK

MATERIALS

LACK OF KNOWLEDGE OF THE FUNCTIONALITY

OF THE MATERIALS.
Current situation in customer Service

LITTLE ORGANIZATION

INEFFICIENT INTERACTION IN SOCIAL

NETWORKS
 Current situation in customer Service

LITTLE INFORMATION ABOUT THE COURSES

OFFERED

OUTDATED SAMPLES BOOKS

CHAPTER
3
Proposal
 Company Standards 
Be able to stablish
communications between office
Always stablish a Good branches to offer solutions to The phones must always be
relationship with clients, based the clients in case the product it answered with a courtesy
on respect. ´s not in the store the seller can greeting
find out if any other store of the
company has it.

Answer all the questions with The time of delivery most be less
reliable information and give than 24 hours after the payment Never mislead the customer
options in case the company don is done in areas in the capital, about the fineness of the
´t have what the client needs in for other provinces must be in material
the moment of the purchase  less than 3 work days. 

Always use professional Always offer updated book

language  simples
 PROPOSAL #1: COMMUNICATION It is also necessary to train sellers to take into
  account the implicit needs of the customer, which
WHAT WE NEED TO KNOW despite not expressing them verbally conform to the
To ensure the required quality, it is necessary to know the basic expectations of any buyer regardless of the
needs of the clients and this is achieved through market type of purchase they make.
research and communication. In commercial services, the
identification of needs is one of the fundamental elements in
the equation that is presented in figure and that defines the
profit in a service company.

Needs:

What customers want to consume and the budget they have to spend.

Service response:

The response of the service or offer you make and the cost it has for the
organization meeting customer demands.
Reception Offer a warm welcome that shows interest
and friendliness.
Inquiry Sometimes the client knows what he wants  
and shows it openly, at other times the client HOW TO DO IT
is lost and does not know what he is looking
for, in this case advice is offered.
Presentation Offers that are considered adequate to the
needs are displayed, customer comments are
listened to and doubts are answered.
Persuasion All resources are used to eliminate obstacles HOW TO STABLISH AN EFFECTIVE
and facilitate the purchase. PROCESS OF COMMUNICATION
closing
The sale is formalized upon seeing
  All staff will be taught the following
acceptance by the customer.
communication protocol based on different phases
The farewell You must be cordial and seek to retain the
customer, so that o that the collaborator must to ensure effective communication
 
make himself available to help in future
purchases.
ATTITUDES TO BE
AVOIDED AT ALL COSTS

• Do not distress customers

• false smiles that cause a situation of
discomfort and suspicion
• Not blaming or detracting authority from
other collaborators
• Do not hold simultaneous conversations
• Not abuse the position and make the
customer feel inferior
DRESS AND UNIFORMITY
  •Currently there is no uniform for the
employees of the branches, so it is
recommended to implement one that is
comfortable, to avoid that the employee
feels uncomfortable during the work day
and that they have the colors and logos
representative of the brand .
PROPOSAL #2: HOW TO MANAGE SOCIAL
NETWORKS IN THE COMPANY.
• This company has been implementing
social media marketing campaigns and
strategies for a while and in a way
these have led to good results. But a
little more is needed.
CREATE CUSTOMERS AND MAP YOUR JOURNEY

To begin with, you think of the "ideal" customer. Then their details
are expanded:
 what is their occupation, 
where do they live, 
who are their friends and
 what is their salary?
• Twitter's native analytics dashboard offers valuable insight into
who the audience is.
• Facebook also offers something similar in its own insights.
• If necessary, conduct customer interviews.
• Ultimately, this will take longer, but there were honest answers
about who your customers are. 
WRITE A • At the basic level, social media chatbots can help alleviate the repetitive
CHATBOT work that the team may already be doing.
TREATMENT PLAN FOR SEDERIA DALLAS CUSTOMERS
 • Accept that a mistake has been made and reward in some way that the
Attitude in these customer feels well treated. For example, discount on the next order or
ease of payment.
situation • Assign several collaborators to dedicate themselves to a specific social
network, so there will not be any kind of problem with the delay in the way
in which they communicated with the sedería.
• Work with an appropriate tone of voice when it comes to care. Even if the
customer loses control, the collaborator must be able to manage a low
tone of voice, giving a feeling that everything is under control.
CHAPTER 4
Benefits
 By solving the aforementioned problems and inconveniences, we
obtain the following benefits:

• By offering all employees an excellent knowledge of the different products

that the store offers, you will make the customer feel confident.

• Training employees on dealing with the different types of clients that can
be found will generate empathy in the customer.

• By building an infrastructure that supports excellent customer service,

chatbots, optimized self-help options, and calls instead of long wait times;
helps to provide better customer service through different technological
platforms, be it your website or your social networks. 
• Empowering employees to make customers happy will create
an excellent work environment which will be reflected in a
positive perception that the customer will have regarding the
premises.

In case of claims, you should try to solve the problems of the

clients in the most efficient way possible, which will bring
satisfaction to the client since they solved their problem
efficiently which would cause them to recommend the place for
its excellent treatment.

An excellent customer service results in economic gains since it

recommends the place for its excellent treatment,
professionalism and knowledge of the products it sells.
  Conclutions  

•• Relaunch of the brand.

• A restructuring of its catalog.
• Relocate collaborators with years of
seniority.
• Strong publicity on social media.
• Establish a dynamic of order.