Customer Service Research Paper

Customer Service Research Paper-20
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Research to avoid this issue would involve marketing and advertising research to determine what impressions customers are taking from these communications and how customer expectations relate to actual service delivery.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.Defining service standards helps fill the second important gap, which exists between management perception of service expectations and defining of standards.Customer service policies, handbooks and other communication tools help management establish clear service standards for employees based on what customers expect.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.Poor hiring, low morale and poor training are among common factors that lead to delivery of inadequate service.Reviews of employees and ongoing feedback from customers about their experiences are effective research techniques to fill this gap.Customers expectations are formed by viral marketing, advertising and other communications.You can research the gap between pre-visit expectation and post-visit experience with point-of-sale surveys or after-the-sale research.


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