In today’s volatile economy, providing excellent customer service can be the critical difference between a company’s success and failure. Customers today are better educated than ever before. They are increasingly careful about purchases and the dollars they spend and want value for their money. Customers also want good service and are willing to pay for it. The level of courtesy and assistance required from a customer service representative has increased dramatically over the past decade as a result of the customer’s upgraded “acceptable” service standards; more skills are required, such as telephone courtesy and assistance, effective telemarketing skills, customer retention, problem‐solving capabilities, maintaining customer satisfaction, and effective use of available technology. As a result, companies in various industries are induced to provide distinguished customer service in order to remain competitive. Learning is taking on strategic importance. Demand for customer service training is higher than ever before. Such extraordinary commitment can be elicited only in the context of a corporate culture that emphasizes caring about employees and sharing of the service ethic by everyone in the organization ‐ starting with the CEO. A business which offers not just the bare‐bones basics but exceptional, value‐amplified service, which anticipates and caters to a whole range of customer needs and desires, sets itself far above the competition.
Managing Service Quality – Emerald Publishing
Published: Apr 1, 1996
Keywords: Commitment; Competitive strategy; Customer satisfaction; Customer service; Skills; Training
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera