Gourt > Business > Customer Service (7)
Customer service is the provision of labour and other resources, for the purpose of increasing the value that buyers receive from their purchases and from the processes leading up to the purchase. With the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals, households, firms, and societies has become widespread.
History of Customer Service
The modern concept of customer service has its roots in the craftsman economy of the 1800s, when individuals and small groups of manufacturers competed to produce arts and crafts to meet public demand. The advent of mass production in the early 20th century, followed by an explosion in the demand for goods after World War II, increased the power of suppliers at the expense of consumers, and thus reduced the importance of customer service. A shift in this balance began in the 1970s, as international competition increased, and the dominance of western manufacturers was challenged, first by Japan, then by Korea, China and other developing economies. Producers responded by improving the quality of their products and services.
The economic boom of the 1990s again increased the power of suppliers who, while not completely reverting to lower standards of service, were able to be more selective of which customers to serve, and of what levels of service to provide. The overall quality of customer service - in society and in specific industries - will continue to be determined by the relative balance of power between suppliers and consumers; it will improve as competition becomes more intense, and decline as competition decreases.
More on [ Customer service ]
Public Speaking :: Communications
Customer Management :: Business Services
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Bank of America's Moynihan talks customer service - Charlotte Business Journal
Charlotte Business JournalBank of America's Moynihan talks customer serviceCharlotte Business Journal"That service culture and a customer-end view is what we're moving towards," he said, according to a transcript of his remarks. ...and more »
Central Vermont Public Services Q3 2009 Earnings Call Transcript - Seeking Alpha (blog)
Central Vermont Public Services Q3 2009 Earnings Call TranscriptSeeking Alpha (blog)We also are continuing to meet or exceed our 17 service quality standards, which demonstrate our ongoing commitment to provide exceptional customer service ...and more »
National City branches becoming PNC this weekend - Pittsburgh Post Gazette
Pittsburgh Post GazetteNational City branches becoming PNC this weekendPittsburgh Post Gazette... branches in Western Pennsylvania that it acquired from PNC, the Buffalo, NY, bank was overwhelmed by the crush of calls to its customer service center. ...and more »
Google tries its own take on customer service - CNN
Google tries its own take on customer serviceCNNSome advertisers have been complaining about Google's Web-page-first approach to customer service issues for years, with the most common gripe that they ...and more »
ASSA ABLOY Expands Sales Force to Enhance Customer Service Efforts - Hotel Interactive, Inc.
ASSA ABLOY Expands Sales Force to Enhance Customer Service EffortsHotel Interactive, Inc.“VingCard Elsafe was the best choice for me, based on their outstanding leadership and proven track record of customer service. ...and more »
Good service spotlighted at Phoenix forum - AZ Central.com
Good service spotlighted at Phoenix forumAZ Central.com6, 2009 02:04 PM The Internet has made good customer service and business integrity more important than ever, said marketing experts at a symposium in ...and more »
Surveys - Specializes in hospitality industry employee evaluation, training and monitoring.
Meta Description: [ Hospitality industry leader in mystery shopping, performance evalulation, employee screening, background checks, online comments, polygraph investigation ]
Adams Research Group - Helps organizations improve performance and customer service.
Meta Description: [ bisexual dating research internet market business papers teacher resource survey ]
Aegis Communications Group, Inc. - Offers assistance with customer service, acquisition and retention programs, as well as customized marketing research targeted by customer base.
Meta Description: [ Aegis Communications is a leader in Business Process Outsourcing (BPO), and specializes in Integrated Customer Management Solutions that span all interactions throughout the lifecycle of a customer, from analysis and acquisition to renewals and upgrades. ]
Beacon Technologies, Ltd. - Permission-based IVR-interactive customer survey for customer satisfaction research.
Customer Service Training-Guaranteed - Measure-X training will shows how to measure satisfaction and retain customers longer.
Meta Description: [ Would you like to be more profitable? Is your employee or customer turnover costing you money? Measure-X's guaranteed programs increase sales cut down on employee turnover and make your customers happier! ]
Customer Service University - Provides keynote speaking, training and facilitation of customer service programs focusing on the theme, Taking Service Outside the Boundaries. Training tools and facilitators' guides available.
Meta Description: [ Customer Service training, customer service videos, customer service programs, training videos, workshops and seminars for every level. Learn how to take Customer Service beyond tradition. Customized trainings in customer service, sales, management, communication, team building and leadership. Tr... ]
Customer Service Week - Information, planning assistance, and celebration support materials and products for customer service week, the first week of October each year.
Meta Description: [ Provides how-to information, gifts and decorations for successful Customer Service Week celebrations. ]
CustomInsight Internet Surveys - Create and administer internet-based surveys for any purpose. Ideal for customer satisfaction surveys, employee satisfaction surveys, 360 feedback, market research.
Meta Description: [ Online survey software and web based tools for conducting surveys. Our focus: professional-looking employee and customer assessments for business use. No software to download. Fully hosted. ]
destinationCRM.com - Assisting in the development of customer-centric e-business initiatives and ventures in technology, communications, finance, retail, advertising, and healthcare industries.
404
e-Satisfy, Inc. - Provides an integrated approach to measuring customer satisfaction across every sales and support channel.
Meta Description: [ Measuring and managing customer satisfaction and loyalty. TARP is the customer service survey company that transforms customer care from a burden into a revenue stream and create a complete picture of your customers across every sales and customer-support channel. ]
eCRMGuide - Customer Relationship Management in the E-Business World
eLoyalty - Focuses on building customer loyalty for internet, call centers, marketing channels, sales force optimization, customer service, and field service and logistics.
ExecTrainer.com - Progressive Image assists businesses and individuals in enhancing their image through improved customer service skills and executive training.
Meta Description: [ Progressive Image assists businesses and individuals in enhancing their image through improved Customer Service skills and Executive Training. ]
500
Hipbone, Inc. - Solutions for live online collaboration between customers and sales and customer service agents.
Impact Learning Systems - Skill-based training programs designed to change behavior and improve customer contact skills and related performance.
Meta Description: [ Customer service training, sales training, and coaching for call centers. Industry certifications provided upon completion. Well established, strong ROI. Recognized by the industry as best practice models. Emphasis on learning vs. training. ]
500
Ineto Integrated Customer Communications - Offers fully-integrated phone, e-mail and internet communication management solution to e-businesses for better customer service.
Meta Description: [ Siebel Hosted Contact Center enables companies to provide world-class support via voice, voicemail, e-mail, chat and the Internet without having to invest in the complex web of hardware and software traditionally required to build a contact center. ]
Motivational Training Center - Provides customer service training and motivational seminars.
Meta Description: [ MOTIVATIONAL TRAINING CENTER ]
500
National Customer Service Week - Provides companies with rewards, incentives and guidance to recognize service reps for National Customer Service Week (Oct. 2-6).
Meta Description: [ Customer Service Week -- Free celebration tips and games, as well as reward and incentive ideas for National Customer Service Week (Oct. 6-10). ]
Online Customer Service - Provides 24 hour online customer service for online businesses who lack in house resources. Test web sites and offer multilingual live support.
Meta Description: [ Let DM Support help you improve your customer service and keep your customers happy. ]
Parago, Inc. - An eCRM-based promotional management company. Enable companies to establish relationships with customers before, during and after the sale.
Phone Pro - Telephone skills training. Testimonials, course descriptions, client list, staff biographies, and contact information.
Meta Description: [ Our call center customer service consultants bring fun & effective telephone etiquette training, customized for your phone skill needs and delivered onsite at your facility ]
Precision Response Corporation - A provider of technologies and programs that emphasize the preservation and enhancement of customer relationships.
Meta Description: [ For over 20 years, PRC has helped leading companies acquire, grow, and retain their valuable customers delivering a Positive Return on Customer at every point in the customer lifecycle. ]
Princeton Consulting - European consulting company focusing on customer relationship management and customer-focused eBusiness. Includes management, company background, values, partners, news and client list.
Meta Description: [ Princeton Consulting is a leading European consulting company focusing on customer relationship management and customer-focused eBusiness. We provide high quality, leading edge solutions that enable our clients to use best practices for acquiring, retaining and developing customers ]
Pyramid - Provides customer research (consumer research and business-to-business research), industry benchmarking and customer relationship management strategies and process development.
Meta Description: [ Assisting financial companies to build closer relationships with financial intermediaries ]
San Jose Focus - Facilitates focus groups for market research purposes only.
Service Quality Institute - Description of services and seminars offered, online store, discussion forums, articles and tips, news and press releases, and free newsletter.
Meta Description: [ Service Quality Institute is the leader in Customer Service Training with customer service training skills products and consulting with over 34 years experience, SQI has the experience to put your organization above the rest. ]
Sterling Consulting Group, Inc. - Provides customer service training that focuses on quality service and customer service, helping organizations become more customer-focused.
Meta Description: [ Customer service training & customer satisfaction consultants offering corporate training programs & workshops for service improvement with customer service managers, employees & workgroups. The authors of Customer Service for Dummies. ]
Stream International, Inc. - Provides outsourced customer support services including online technical support, help desk support, and customer relationship management solutions.
Meta Description: [ Stream is a global business-to-business software services provider with sales locations, operations and contact centers throughout North America, Europe and Asia/Pacific. The company provides enterprise software management and contact center solutions that help organizations increase business val... ]
Tern Consultancy - Works with retailers to improve and track customer service primarily by developing corporate standards and providing mystery shopping.
Meta Description: [ Tern Consultancy provides you with practical solutions to help you train, develop, motivate and reward your front line staff. We specialise in mystery shopping programmes for retailers and service providers and work hard to ensure that your project is managed with the utmost care and that each a... ]
The Customer Champion Institute - Provides consulting, training, and publication services to improve customer relationships and loyalty.
Meta Description: [ This site will provide vital information about managing your organization's TALENT--the people who are your competitive advantage. It will also help you sustain a Culture of Service Excellence to support all of your customers--external and internal. ]
The Service Quality Department - Customer service consulting and training organization.
Meta Description: [ The Service Quality Department Experts in building customer loyalty. Customer service is a bottom line strategy ]
Tooty Inc. - Customer service and sales strategy evaluating, developing, training and monitoring.
Meta Description: [ Evaluating, Developing, Training and Monitoring your company's customer service or sales strategy ]
Workplace Conflict Resources - Focus on conflict at work, particularly with customers. Free articles and help on all aspects of conflict with customers and how to avoid.
Meta Description: [ It doesn't matter what sector or what industry. Conflict can interfere with getting the job done, OR it can be harnessed to drive improved customer service and improve organizational life. It's up to us...how we behave to prevent destructive conflict and how we deal with it when it occurs (and it... ]
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