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Essay / Research Paper Abstract
A twenty page paper which looks at the ways in which companies can improve their customer service rating, in terms of different organisational approaches and structures. Bibliography lists 20 sources.
Page Count:
20 pages (~225 words per page)
File: JL5_JLcustserv.rtf
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Unformatted sample text from the term paper:
improving customer service could be approached, particularly as it is an element of corporate organisation which involves all levels of staff and management as well as customers themselves. Consequently, it
cannot be seen in isolation from other aspects of company organisation, but is instead best considered from a more holistic perspective, in the sense that improvements to customer services will,
in many instances, be initiated by and closely allied to improvements in other organisational areas. For example, looking at examples of good customer service which can be found in other
companies may only reveal, in effect, the tip of the iceberg: it could well be the case that effective interaction with customers is only the visible end-product of considerable internal
reorganisation, restructuring, and re-motivation of staff. Any organisation which is looking to
serve its customers better may have to look in detail at many other elements of company policy besides those which are seen as directly connected to customer interaction. For example,
it may be perceived that a companys methodology for dealing with customer complaints is not particularly efficient. Issuing a directive that complaints must be assessed and rectified more rapidly acknowledges
that the problem exists: it does not, however, necessarily address difficulties with internal and external communication, lack of specialised training available to staff, and so on. It may be the
case that those staff who deal directly with the public are not being adequately supported by other departments, not given sufficient responsibility for offering solutions to complaints, or are simply
not trained in the kind of communication techniques which are necessary to handle complaints in a polite but efficient manner.
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