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Communication is a KEY element of customer service and dealing with difficult customers.
Make sure to visit our new Communication Resource Center to help hone your communication skills.

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:

Customer service better online than in stores: survey - Nov. 23, 2004 - by CNN
Shoppers said customer service is better in cyberspace than in stores, according to survey results released Tuesday by a retail industry group. (Added: 24-Nov-2004 Hits: 485 )

Your Fast Guide to Financial Service Companies 2004 Online Customer Respect Study - by na
Research findings on which Financial Service Companies rank highest from the 2004 Online Customer Respect Study (Added: 10-Nov-2004 Hits: 320 )

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: 297 )

Report On Customer Service - by TSBVI
This 11 page report published by the Texas School For The Blind And Visually Impaired was published in May 2004. The customers included are: students, parents and guardians of the students, and the local school districts providing referrals to the school. (Added: 9-Dec-2004 Hits: 401 )

Customer service survey says... - by Dan Caterinicchia
Summary of customer service survey results regarding government, the use of the Internet for service delivery (Added: 10-Nov-2004 Hits: 327 )

UK Complaints Culture Survey (NCCS) - by na
Customers in the UK are increasingly frustrated with how their complaints are handled as their expectations of quality service increase. Meanwhile, hard-pressed call center staff despite their best efforts are hindered by lack of training and support from their employers. These are the main findings of the third National Complaints Culture Survey (NCCS) released by people development company TMI. Summary of research findings (Added: 10-Nov-2004 Hits: 264 )

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