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Top : Research Articles For Customer Service: Here, you'll find research findings and results about customer service techniques, return on investment and related topics.
Articles:Roadmaps for Delivering Winning Service - by naProblem solving, cross selling and quality assurance are identified by a new Forum research as the top three skills customer service representatives must have in order to build customer loyalty, increase sales and lower customer acquisition costs. This is a summary of research findings. (Added: 10-Nov-2004 Hits: 654 ) Customer Service - Return on Investment Report (pdf) - by TARP Eleven page research report presents findings on the value of customer service across industries, charts, and methods for calculating ROI for customer service strategies. (Added: 27-Nov-2004 Hits: 667 ) The Value of the Ideal Customer Experience - by na Everybody has been offering gratuitous and blindly obvious advice on how to improve the customer experience for years. The customer is king, the customer is always right, be nice to your customers. Yet those who provide the best customer experience seem to be the ones who are losing the most money; e.g., Amazon. With the exception of the banking industry, the trend seems to be getting worse. The impact of all this can be seen in the steady erosion in customer satisfaction since 1997 as reported in the American Customer Satisfaction Index. (Added: 10-Nov-2004 Hits: 564 ) Statistically Speaking - Some Customer Service Related Numbers - by na 65 percent of respondents in a survey conducted by BenchmarkPortal on behalf of Purdue University's Center for Customer-Driven Quality and staffing firm Kelly Services admitted that they would probably lessen or completely terminate their dealings with a company that outsourced its customer call center overseas. More customer related survey statistics are included in this article. (Added: 1-Jun-2005 Hits: 449 ) Emotional Responses To Service Complaints Experiences - by Klaus Schoefer and Christine Ennew This discussion paper by Klaus Schoefer and Christine Ennew was published by the Tourism and Travel Research Institute (TTRI) in 2002. There is a growing recognition that perceived justice plays an important role in consumers' evaluations of service complaint experiences. Emotional responses to complaint experiences have received rather less attention. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint handling experiences in the tourist industry. (Added: 8-Dec-2004 Hits: 855 ) Customer Service: Does Family Ownership Make a Difference? - Family Business Review, Vol 4, Issue 3, pp. 303-324 (Abstract and References) - by Amy Lyman Customer service policies that prescribe positive thoughts about the customer and aspirations of providing the best service possible are fairly common. Yet the experience of many customers is far different from what is presented as company policy. Where does the discrepancy between policy and performance lie? This article proposes that family ownership plays a role in the creation of positive customer service interactions. (Added: 28-Nov-2004 Hits: 465 ) Related Categories: Pages Updated On:
23-Jan-2009
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