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Essay / Research Paper Abstract
This 8 page paper examines the idea that emotions play a large role in customer service. Various aspects of managing emotions and the consumers' emotions are discussed. Bibliography lists 4 sources.
Page Count:
8 pages (~225 words per page)
File: RT13_SA511emo.rtf
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Unformatted sample text from the term paper:
customer satisfaction (1991). It is perhaps because of this that managing the customers emotions is vital in todays business world. Of course, this means that more and more eight dollar
an hour customer service representatives are making and breaking relationships with the consumer base. Hence, companies will want to, and do, pay attention to training and customer service personnel hiring.
Even in the Supermarket where minors sometimes staff the space behind the Customer Service Counter, there is an expectation of professionalism and personality. There is a sense that the customer
should always be right, even in this day and age when customer service expectations have been lowered. At the same time, there are increasingly reports of customer service personnel not
being so friendly. This is problematic not only on the front lines, but also within enterprises as well. Today, there are increasing problems with telephone operators and customer representatives who,
by virtue of their training, use techniques to exacerbate negative customer service encounters. For example, a customer will logically be upset when, for example, luggage is lost at an airport
or a telephone bill is one thousand dollars, instead of one hundred dollars, due to a company error. When the customer complains, he feels that he should be taken seriously
and consoled, but instead is sometimes met with questions in a monotone voice that does not appear to understand the extreme nature of the situation. For the customer, it means
that perhaps a vacation is ruined or a financial problem could ensue if the situation is not corrected. For the representative, the encounter is just another call that drops in
and if there is a heated argument, they try to forget about it. Sometimes, when the customer is extremely upset and criticizes the customer representatives lack of knowledge or swiftness
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