Customer Service Research Paper

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Get a Promotion Negotiation Professional Ethics Professionalism Dealing with Coworkers Dealing with Bosses Communication Skills Managing the Office Disabilities Harassment and Discrimination Unemployment Customer service research helps companies discover key services expected and desired by customers and how the company measures up in those areas.

Many companies make false assumptions or have misperceptions about customer feelings; research helps give direction for change or improvements.

Poor communication to customers can cause them to have inaccurate expectations of service.

Many companies oversell or overpromise the level of service they offer in marketing and advertising.

False assumptions by management cause problems in every other step toward delivery of service.

Effective survey research, focus groups and other customer feedback tools are useful to more accurately know what customers expect.

There are many steps between knowing what customers want and delivering it to them, which is why understanding the commonly used Gap Model for Customer Service is beneficial.

The first gap that companies must address is the difference between what customers expect and what the company and its management think they expect.


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