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Essay / Research Paper Abstract
7 pages in length. Customer service is the lifeblood of each and every business; from the mom and pop operations with 3 employees to the massive function of Microsoft or Dell, the foundation of successful commerce begins and ends with customer service. That is not to say customer service departments are the primary location for satisfying patrons; rather, every position from the seemingly unrelated behind-the-scenes worker to the very visible front house personnel is directly involved in providing customer service, not just those hired to field complaints. Understanding this simple yet often overlooked element is what separates success from failure. Bibliography lists 9 sources.
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7 pages (~225 words per page)
File: LM1_TLCCustSrv.rtf
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Unformatted sample text from the term paper:
successful commerce begins and ends with customer service. That is not to say customer service departments are the primary location for satisfying patrons; rather, every position from the seemingly
unrelated behind-the-scenes worker to the very visible front house personnel is directly involved in providing customer service, not just those hired to field complaints. Understanding this simple yet often
overlooked element is what separates success from failure. Shapiro (1989) warns "never hire an employee simply because his application checks out and he looks presentable...Look at his attitude, personality,
temperament, energy, concentration, and other essential qualities. You want your customer service people to smile, right? If the applicant doesnt smile during the interview, what makes you think
he will magically change once he puts on a uniform?" (p. 84). The corner tailor who has been in business for thirty-five years relies upon word-of-mouth advertising in order to
reach patrons; without addressing his customers with a pleasant demeanor and the desire to accommodate their needs, he would likely be out of work in a very short time.
A family photo developing company where the entire clan is put to work, which often means young teens not very savvy on customer service etiquette, must maintain a strong formula
of being able to rectify unacceptable circumstances brought to their attention. That this familys business is high profile and run solely by its few members makes it that much
more important to strive for complete customer satisfaction. These examples are in complete opposition, however, to the huge conglomerates whose employees number in the thousands and the art of
customer service is usually the first thing to become neglected. According to Hinkelman (1995), "customer service is essential in developing repeat business; the treatment of your customers is as
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