Improving Customer Service

Term Paper # 116870

Business > Consumer Behavior
Business > Human Resources
Communication > Interpersonal

This paper examines the role of the customer in business and aims to explain ways of improving customer service and satisfaction.

3,209 words () | 6 sources | MLA | 2009 United States

Paper Summary:

This paper defines the customer and customer service and explains how meeting the needs of the customer and improving customer service is essential for any business to succeed. The paper explains Corporate Service Intelligence (CSI) and how it pertains to the success of ensuring customer service. The paper then describes customer satisfaction and how it is met by providing good customer service. Lastly this paper compares Japanese and US customer practices and perspectives.

Outline:
The Customer
Customer Service
Customer Satisfaction
Customer Loyalty
Customer Feedback
Japanese v. US Customer Practices and Perspectives
Conclusion

From the Paper:

"Japanese companies have notoriously had a superior attitude and alignment with customer service. This is due largely in part to the perspective approached by their companies as compared to those of the United States of America. Japanese hold harmony as a social ideal, patience as a personal virtue, and hierarchy as an essential organizing principle. Americans, in contrast, hold freedom as a social ideal, action-orientation as a personal virtue, and equality as a fundamental organizing principle. (Linowes 23) This creates a vastly different situation. In America employees are difficult to train, and must benefit from additional work or are not particularly willing to invest their time and effort. Japanese businesses however are able to count upon the social pressures established to keep their employees producing at maximum levels."

Sample of Sources Used:

Wells, Rebecca M. J. "Academy of Management Perspectives." 21.3, pp. 87-89.
Hanks, Richard D. "Listen and Learn." Restaurant Hospitality." 91.8, pp. 70-72.
Linowes, Richard G. "Academy of Management Executive." 7.4, pp. 21-38.
Macey, William H.; Schneider, Benjamin; Young, Scott A. "Service Smarts." Marketing Management. 16.4, pp. 29-34.
Luo, Xueming; Homburg, Christian. "Journal of Marketing." 71.2, pp. 133-149.