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Essay / Research Paper Abstract
This 20 page paper discusses several issues related to small business management. Customer service and the importance of establishing policies and rules for employees in terms of proving excellent customer service. How a company can evaluate the effectiveness of adverting and promotions, including comments on cumulative effects. The table of contents of an employee handbook, explanation of essential parts and examples of some policies. A discussion of TQM and how small businesses can implement this process. The legal issues, including antidiscrimination laws. An outline and discussion of the essential elements in a contract. Bibliography lists 18 sources.
Page Count:
20 pages (~225 words per page)
File: MM12_PGsmbsqs.rtf
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Unformatted sample text from the term paper:
important it has become its own area of expertise and study. Companies need to attract customers and then, keep them. This can only be achieved when all employees in the
company provide exceptional service to every customer. Kautz (Customer, 2006) reminds the reader that no matter how small or large a business is, if they do not provide excellent customer
service, the customer is going to give their business to someone else. Consumers, especially, are tired of bad service, discourteous employees and being treated with suspicion if they complain.
This same author reminds small business owners that it is in the area of customer service they can excel (Kautz, Customer, 2006). Small businesses can "set themselves apart from the
competition" (Kautz, Customer, 2006) by always providing high quality service (Kautz, Customer, 2006). One longitudinal study revealed: Small businesses which put heavy emphasis on customer service were more likely
to survive and succeed than competitors who emphasized such advantages as lower prices or type of product (Kautz, Customer, 2006). When training employees to provide exceptional service, certain standards and
rules need to be emphasized, such as: * Everyone in the company must make a commitment to excellent customer service, no matter what their job is, even if they do
not have any personal contact with customers (AllBusiness.com, 2006; Wolfe, 2006). In this company, the customer is always first with all employees (Kautz, Customer, 2006). * Always treat customers with
respect and courtesy, whether that contact is in person, by telephone or e-mail or through written correspondence (AllBusiness.com, 2006; Kautz, Customer, 2006). * The focus on any interaction must
be the needs of the customer, not the companys profit margin (AllBusiness.com, 2006). * Become familiar with every product or service you will deliver (AllBusiness.com, 2006). Customers tend to distrust
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