Customer Service The purpose of this paper is to discuss the emphasis placed on customer service across all industries. In the U.S. currently “about 4 out of every 5 jobs are service based, this translates to 80 percent of the current jobs available in the U.S. This trend is predicted to continue to grow in the coming decades. This is an increase from 50 percent in the 1950’s” (Collier, 2014). Are the consumer-based services provided becoming more important than the quality of product you are receiving? We will attempt to make the determination of which is more important the quality of services or the quality of products to the customer and establish why this trend of service has become so important regardless of the product or the industry …show more content…
“The two media channels with the highest information richness include face-to-face and the telephone. Only the full-service offers this type of human interaction because all the other modes involve the business customer interacting with a computer. A second benefit is most or all of the risk is the responsibility of the server. This assumption of risk can be critical for those customers who are inclined toward full-service. Full-service gives these buyers the opportunity to avoid any risk in the performance of the service because the server is accountable for all of the activities after the intent to purchase is stated. The final benefit of full-service contact is an avoidance of customer effort” (Gerow, 2010). The importance of having real time interaction with customers can be the reason that customers select, stay with a company for a long period of time, or come back for additional services or products. Breaking the …show more content…
Having call centers open 24 hours with employees experienced with the goods sold is very costly. Most business minded people understand the importance of customer service and are faced with the decisions on where to draw the line on money spent to accomplish customer satisfaction. This dilemma of great customer service to encourage repeat business fall with a drawback shown as “any attempt to increase the type 1 service level above industry standards causes a decrease in the expected profit” (Avinadav, 2014). With this information it should be known by the customer that although you may receive good customer service that all companies have to draw the line somewhere and cut their losses if the intent of service has been