Inadimplência no setor de prestação de serviços automotivos: um estudo na autoelétrica JF LTDA localizada em Palmeira das Missões - RS

Abstract

In view of the current economic crisis situations that companies are facing, it is necessary that they update themselves so that they can face moments of instability and economic crises, as the current scenario shows that it is extremely important to remain fully informed on how the financial health of organizations behaves. One of the points that brings a lot of difficulty for companies is the default factor. In this way, this work aims to analyze and propose solutions to improve defaults in the company Auto Elétrica JF LTDA, located in the city of Palmeira das Missões in the state of Rio Grande do Sul. The present research is a qualitative study where calls were made with open-ended questions, and so the answers were faithfully transcribed, in order to analyze real company data looking for points to improve the default situation. It is possible to observe assertive aspects that are reported by customers, where they consider that the company efficiently performs its services, in this way, recommending its services to other people. The collection method is considered satisfactory and the company is understanding of late payments. Which in a way may be leading to a possible problem in the financial sector, since despite being sympathetic to your client, it ends up damaging your collection process, as it is not always able to actually resolve the client's default. Through the questionnaire answered by defaulting customers in the company, it was found that there are negative points, which leave customers dissatisfied with the company. It can be said that it is necessary to adopt a management system where customers have a registration form with all relevant data, so that it facilitates the collection process, making it more effective. Implement measures to improve the telephone service offered, making it more efficient to resolve doubts obtained by its customers. As well as, avoid delays in the delivery of services, trying to deliver them on the correct date, as agreed with the customer. Adhere to the system of new technologies such as social networks, promoting its services and facilitating the arrival of new customers. As work limitations, the lack of contact with some customers, the lack of participation in research by some customers and the small number of defaulters in the company.