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Essay / Research Paper Abstract
This 5 page paper looks at two companies; one providing good customer services and one with a reputation for poor customer services. The approaches and practices adopted by both companies are compared and contrasted with the differences which may lead to a different standard of customer services identified. The two companies chosen are General Electric (GE) and AOL. The bibliography cites 9 sources.
Page Count:
5 pages (~225 words per page)
File: TS14_TEbadcrm.doc
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Unformatted sample text from the term paper:
retain. However, despite the potential impact of customer service levels on business not all firms appear to be providing quality customer care, two extreme may be seen as AOL and
General Electric (GE), the first has a poor reputation for customer services whereas the latter has a reputation for excellent customer services. General Electric has a good reputation for
their quality of services, for listening to their customers and responding, resolving problems when they do occur (Focus, 2010). The level of customer service has been recognised with multiple awards,
one of the more recent of which was the Frost & Sullivans 2010 North American Transfer Switches Customer Service Leadership of the Year Award (ENP Newswire, 2011). When looking
at the elements present in GE which create the high level of customer service it can be seen in the culture and the practices. The process starts in the
firm, with the way that the operations are managed; the employees are seen as internal customers and treated well, in line with theories such as the customer service chain (Harter
et al, 2002), there appears to be a philosophy that happy employees will lead to happy customers. However, the provision of good customer services is not this simple, there
are also many strongly systems in place that have received a high level of investment that impact on the customer services. The adoption of the Six Sigma has lead to
increased satisfaction, as this has been able to lead to a reduction in the level of faults or problems with goods and services provided. With a higher level of initial
satisfaction and few problems there are less complaints received, which means that the cuter service department is not stretched dealing with excessive after sales service issues. This also means
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