This paper discusses how forethought, planning, and insight can optimize the chances for a successful encounter in a customer service role.
Written in 2002; 825 words; 5 sources; MLA; $ 29.95
Paper Summary:
The paper notes that each customer is different and therefore, a service provider cannot control what challenges and attitudes he/she brings to the situation. The paper outlines methods that can lead to a positive outcome and ongoing profitable business relationships.
From the Paper:
"A study reported in the Wall Street Journal found that when unhappy customers have their problem quickly resolved to their satisfaction, they tell five people, on average. The REL Consultancy Group in New York estimates that it costs five times as much to acquire a new customer as to retain existing ones, surely a salient reason to take effective customer service seriously. (American Rental Association, 1999)."
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