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Essay / Research Paper Abstract
A 3 page essay in which the writer/tutor relates personal experience that involved poor customer service. Then, the writer discusses what the company involved can do to improve its customer service and offers further observations. Bibliography lists 1 source.
Page Count:
3 pages (~225 words per page)
File: D0_khcusser.rtf
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Unformatted sample text from the term paper:
way this business treats its customers is unethical. The crux of my complaint lies with the fact that I do not use text messaging. As I do not use it,
I see no reason to pay for it. When my account with Sprint was set up, I specifically left off this feature. "No problem," said the sales representative. Yet,
my first bill was not only too high in regards to the phone calls billed, but it also included a charge for text messaging. I called, an hour later, a
customer service representative finally agreed with me that this was in error and promised to take it off the bill. However, I began getting the signal that I had a
text message. This message was very insistent, as it caused the phone to emit a specific type of ring periodically that is designed to alert the user that there
is a text message. Finally, to get the phone to "shut up," I brought up the message. It was from Sprint, welcoming me to their text messaging service. Having
received a text message, I was once again charged for this service and it, once again, appeared as a charge on the next months bill. I called customer service, and
so forth and so forth. The cycle repeated every month until I finally gave up trying to correct it. However, as soon as the contract had elapsed and I could
switch carriers without paying a penalty fee, I did. My experience has numerous implications for how this company could improve its customer service. First of all, sales representatives should
be completely accurate what the expected phone bill should be each month. If the projected cost of a package of services does not include taxes, say so, give the exact
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