The Customer Service Zone & Help Center
Main Menu Customer Service
Main Page
New For 2008

Free Small Business Resource Center - Our newest site aimed at those operating, owning or thinking of starting a small business. Great articles, resources, tutorials and more. All Free

You may also want to visit: The Leadership Development Resource Center brought to you by the same people that put together the Customer Service Zone

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: 785 )

Roadmaps for Delivering Winning Service - by na
Problem 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: 546 )

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: 372 )

SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER - by Journal of Management
ABSTRACT This study focuses on the antecedents and consequences of displayed emotion in organizations, and proposes that customers “catch” the affect of employees through emotional contagion processes. Results indicate that the display of positive emotion by employees is positively related to customer positive affect following the service encounter, and, customer evaluations of service quality. Replicating and extending prior research, transaction busyness and employee emotional expressiveness are shown to predict displayed emotions by employees. (Added: 28-Nov-2004 Hits: 586 )

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: 564 )

The internal service encounter - by Dwayne D. Gremler, Mary Jo Bitner and Kenneth R. Evans
Do the same events and behaviours associated with service satisfaction or dissatisfaction for external customers apply also to internal customers? (Added: 28-Nov-2004 Hits: 709 )

Next 6

Related Categories:

Customer Service

Pages Updated On: 20-Oct-2008 - 22:35:26





Unless otherwise indicated all material on this site is copyright 2004-2007. Reproduction in any form, printed or electronic is expressely forbidden.

Contact Information

| Bacal & Associates | 722 St. Isidore Rd | Casselman, Ontario, Canada, K0A 1M0 |
| Phone: (613) 764-0241 | Email: ceo@work911.com |
Site built by hypertext.ca
Our Privacy Policy