Outline for Research Paper: Identifying Cost-Effective Strategies to Improve Customer Service
I. Introduction
During a period in Americas history when so-called quiet quitting is replacing pride in workmanship and organizational loyalty in the workplace, it is not surprising that customer service has been adversely affected in the process. In response, a growing number of companies are seeking to identify cost-effective strategies that can be used to improve customer service (Gurnani et al., 2022). Because there are a number of different types of customer service strategies available and each has its respective strengths and weaknesses, it is important to determine which strategy or combination of customer service strategies are best suited to a given organizations customer service needs.
A. Thesis: The purpose of this paper is to identify cost-effective strategies that can be used by organizations of all sizes and types in order to improve their customer service function.
II. Definition of Customer Service
Although there is no universally accepted definition of customer service, most consumers readily recognize when they have been treated appropriately by companies, especially when things go wrong. Indeed, it is reasonable to posit that virtually all consumers have been forced to deal with customer service for a constellation of varied reasons, and these experiences can have a profound effect on customer loyalty and brand reputation. Therefore, it is critically important to develop a comprehensive understanding concerning the construct of customer service that is involved. A useful working definition of customer service that will be used in the final version of this study is the support you offer your customers both before and after they buy and use your products or services that helps them have an easy, enjoyable experience with your brand (Why customer service is important, 2022, para. 3).
1. Explanation
The before and after aspects of customer service are a common theme in many definitions of customer service which reinforces the importance of ensuring that follow-up support is provided for all products and services. Moreover, there is a growing recognition among business leaders in all industries and sectors that customer service is more than just a way to resolve consumers problems. In this regard, Grant et al. provide some additional definitional clarity to the construct by advising, Customer service is the interaction between the buyer of a...
…al., 2018).1. Explanation
Although providing customer services using social media platforms requires staff to monitor these sites continuously in order to provide timely information and assistance, many consumers are already members of these platforms and are comfortable using them for various purposes, including obtaining customer service when they experience problems with products or services. Because social media platforms provide a way for companies to offer customer service by live humans, it is a superior strategy compared to other, more costly alternatives.
2. What is this important?
Few companies enjoy the deep pockets that are needed to offer extraneous customer service types, and it is reasonable to posit that the vast majority of companies fine-tune their customer service offerings to match demand and inquiry types. Such fine-tuning requires eliminating ineffective customer services and adding others when the situation demands it.
V. Conclusion
The research showed that effective customer service is essential for success but the function involves far more than just helping people solve an isolated problem with an individual product or service. The research also showed that customer service is important before and after a sale and that there are multiple strategies available to perform this function. Based…
References
Grant, M., Drury, A. & Kvilhaug, S. (2022, April 7). Customer service. Investopedia. Retrieved from https://www.investopedia.com/terms/c/customer-service.asp.
Gunarathne, P., Rui, H., & Seidmann, A. (2018). When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry. MIS Quarterly, 42(2), 489-A10.
Gurnani, H., Singh, S., Tang, S., & Wang, H. (2022). Service Provision in Distribution Channels. Journal of Marketing Research (JMR), 59(5), 926–940.
Why customer service is important. (2022). SalesForce. Retrieved from https://www.sales force.com/resources/articles/what-is-customer-service/.
Willis, B. (2022, September 28). Ten types of customer service. ProProfs. Retrieved from https://www.proprofskb.com/.
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