Importance of Good Customer Service

Paper Summary:

This paper explains that quality customer service is a key competitive advantage in today's marketplace and that companies that don't provide quality customer service will ultimately suffer for failing to do so. The paper also explains that in order for a company to provide the type of customer service that today's consumer demands, customer service representatives and managers must master the skills and techniques needed to deliver uncommonly good service. Finally, the paper discusses what these skills and techniques are and concludes that their application will result in increased sales, better products, and improved business efficiencies for an organization.

Introduction
Statistical Results of Studies on Customer Service
Difficult Customers
Good Customer Service
Conclusion

From the Paper:

"For many American consumers, it is difficult to live and work amid today's service economy. Almost everyone has a customer service horror story. It may be about the customer-service representative whose standoffish remarks ruined a long-held high opinion of a company. It may be the contractor for an expensive job who never finished the work or returned calls. At any rate, discontent with bad service is increasing in America according to experts, many of who attribute it to demands for speed in the Internet age, and a refusal to accept anything less."

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