This paper addresses the problem of customer service in the services sector.
Written in 2008; 2,884 words; 11 sources; APA; $ 85.95
Paper Summary:
In this article, the writer notes that not only is the service sector not providing the quality one would expect from a company in the services industry, the service sector in the United States has also for some time now continued to become less productive, which increases the rate of poor consumer satisfaction reported in market research. The writer provides an analysis of the poor customer service offered by many companies including retail establishments in the services sector. The writer maintains that companies could enhance customer service and then promote their brand for the betterment of everyone. The writer concludes that a company can relinquish its worries about competition if it can place itself as the best service provider in the market, and this will happen once the employees of a service sector company are satisfied that they are valued and that their needs are met.
"Customer service problems affect companies in many ways. From a purchaser and user perspective, companies are likely to loose their status and their place of "grandeur" if they do not constantly work to please the selective consumer. The purchaser is the individual that buys something from a company. They are important to companies because if there were no purchaser then a company would sell no product. The user of a product however, is a client the company must also consider very carefully, because the user of products is the "target market" or audience for a product. And, if the user doesn't feel a product or service meets their need they will go elsewhere. The purchaser may not be as selective as the user; however, if they experience poor customer service, they may influence the user to try a different service or retail outlet, regardless of the brand name of the company they work for. Therefore, from a marketing perspective, the user and purchaser should be an important consideration to Human Resources Management teams as they contemplate problems of service especially customer service in the services industry. "
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