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Essay / Research Paper Abstract
This 10 page paper looks at e-businesses and the importance of customer service. Customer service is also discussed in a general sense.
Bibliography lists 12 sources.
Page Count:
10 pages (~225 words per page)
File: RT13_SA042dot.rtf
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Unformatted sample text from the term paper:
selling anything who really knows the business. Today, they are just sales people. And while sales people are sometimes responsive as usually commission is involved, customer service operators at any
business today are usually lackadaisical. It is as if they really do not care if the customer takes their business somewhere else. They are getting paid by the hour. That
is their attitude. Problems in customer service orientation are also noted in small business, a place where people least expect that. Calling up a contractor to do plumbing or painting
or a number of jobs often results in frustration. Either the contractor is too busy, never calls back or does an inadequate job. Frustrated with such scenarios, Paul Teague asks:
"What ever happened to the concept of customer service and response, let alone courtesy? Its not like any of us are asking for something special. Were not trying to borrow
money from these people" (Teague, 2000, p.13). While excellent customer service has evaporated from all but the very best businesses, it is vital for new businesses to consider this aspect.
Customer service is critical for repeat business. One element that has served to change the concept of customer service is the dot com phenomenon. Once people simply strolled down to
the mall to go Christmas shopping. Today, online shopping provides an alternative for weary shoppers. But one thing that people cannot get from these online businesses is a friendly smile
and a personal touch. For those who prefer anonymity and do not like dealing with salespeople anyway, problems arise when something goes wrong. If a transaction over the Internet goes
well, there is no problem. The customer receives services or merchandise and if they are pleased, they will return. However, if the wrong item is shipped or they want to
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