Service Encounter Communication

Paper Summary:

What does a customer want from an encounter? This paper uses sources to answer this question, giving strategies used by people in customer service roles to create a positive encounter. The paper looks closely at research that has been written with the express purpose of informing and teaching.

From the Paper:

"Good encounters are inexpensive in time as well as cost. Standardization of procedures and services in these instances provide more than the savings associated with efficiency, they also provide a level of security to the customer when they are quickly and effectively transacted. Poor process efficiency makes delays, glitches, problems and mistakes even more aggravating for the customer to deal with in encounters, as their reasonable expectation was to participate in what by definition should be a timely, effortless transaction."

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