New developments in customer service training

Maya Mouawad (Maya Mouawad and Brian H. Kleiner are based at the School of Business Administration and Economics, California State University, Fullerton, California, USA)
Brian H. Kleiner (Brian H. Kleiner are based at the School of Business Administration and Economics, California State University, Fullerton, California, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 1996

Abstract

In today’s volatile economy, providing excellent customer service can be the critical difference between a company’s success and failure. Customers today are better educated than ever before. They are increasingly careful about purchases and the dollars they spend and want value for their money. Customers also want good service and are willing to pay for it. The level of courtesy and assistance required from a customer service representative has increased dramatically over the past decade as a result of the customer’s upgraded “acceptable” service standards; more skills are required, such as telephone courtesy and assistance, effective telemarketing skills, customer retention, problem‐solving capabilities, maintaining customer satisfaction, and effective use of available technology. As a result, companies in various industries are induced to provide distinguished customer service in order to remain competitive. Learning is taking on strategic importance. Demand for customer service training is higher than ever before. Such extraordinary commitment can be elicited only in the context of a corporate culture that emphasizes caring about employees and sharing of the service ethic by everyone in the organization ‐ starting with the CEO. A business which offers not just the bare‐bones basics but exceptional, value‐amplified service, which anticipates and caters to a whole range of customer needs and desires, sets itself far above the competition.

Keywords

Citation

Mouawad, M. and Kleiner, B. (1996), "New developments in customer service training", Managing Service Quality: An International Journal, Vol. 6 No. 2, pp. 49-56. https://doi.org/10.1108/09604529610109774

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Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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