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Essay Samples on Customer Service

The majority of Business Management and Marketing college students are forced to compose essays dealing with customer service challenges at least once per week, which makes it relatively difficult to come up with fresh topics. If you are looking for inspiration and want to learn how to write about customer service issues, you can check our free customer service essay examples. Learning this way always makes things easier and shows how to start writing and shaping ideas into words. Starting with an introduction and up to the conclusion part with a thesis restatement, these samples have all the necessary elements to help you compose an excellent customer service paper in no time. Just take your time to study each paragraph and check the structure mentioned in your grading rubric requirements.

The Importance of Service: Unlocking the Essence of SERVQUAL Model

Introduction The importance of service quality in the food and beverage industry has been widely recognized in the literature, as demonstrated by Hugh, Bill & Carmel (2007) and Parasuraman (1985). The value of service to the customer is a key aspect of service quality, encompassing...

  • Customer Service

The Role of Service Culture in Customer Loyalty

Introduction The purpose of this essay is to explain how successful or unsuccessful service culture may contribute to negative and positive encounters. I believe that customer service plays a huge role in customer loyalty. I will be sharing my delightful experience with Changi Airport Group...

  • Organizational Culture

Hospitality Work Experience: Skills Development and Effective Communication

Introduction First-year students were given an opportunity to have work experience in the Front of House, Food and Beverage and Housekeeping departments during November and December. Therefore, I chose to take this opportunity to gain experience in all of following departments shown previously. I thought...

  • Hospitality
  • Work Experience

Modern-Day Saviour: How the Retail Industry Makes Our Lives Easier

Retail is that the method of selling commodity or services to customers so as to form a profit through multiple distribution channels. Retailers meet the demand identified by a supply chain. The term 'retailer' is usually applied where a service provider fills the tiny orders...

Combination of Success: the Blend of Marketing and Customer Value

Marketing can be broadly defined as the communication channel linking a product or service to the targeted customers. Creation of value for customers is a critical task for marketers. From a customer's perspective, customer value is what they 'get' (benefits) relative to what they have...

  • Marketing Strategy

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Balanced Scorecard and Financial Perspective

Balanced scorecard is a performance measurement tool which identifies the issues and provides a framework to take appropriate actions to improve internal processes of a business and their subsequent external results. It is utilized to quantify and give feedback to companies. Data gathering is vital...

  • Balanced Scorecard

Impact Of Hotel Service Quality On The Customers Interest In Indonesia

Business development in Indonesia is one of the phenomena that a very interesting business to learn of. And globalization in economic aspect makes that increasingly opened the opportunity for foreign entrepreneurs to compete in the net of local consumers. The impact of globalization caused the...

The Comparative Analysis of Krispy Kreme and Dunkin' Donuts Franchises

According to Wiersbitzky (2014), “Fresh popcorn is near impossible to resist, second only to fresh doughnuts.” (p.128). There is no doubt that the doughnut industry has made outstanding progress to an extent where doughnuts have become an eminent food around the world most commonly among...

  • Dunkin Donuts

Business Analytics in a Sustainable World in British Airways

Company Description British Airways is a huge international airline, which is based in London’s Heathrow Airport. It is considered to be the largest airline in the United Kingdom in terms of its physical size, number of international flights and the possible destinations. Additionally, British Airways...

  • British Airways

Watch Quality Identification Method and Customer Rights

With the advancement of technology, the quality of watches has changed a lot from the past to the present. In theory, a few seconds of error will occur in a few hundred years. What are the methods for quality identification of watches? Nowadays, there are...

The History of Service and Offer Development on Ebay

eBay Inc., which grounded in San Jose, California, is an American multinational e-commerce corporation that facilitates consumer-to-consumer (C2C) and business-to-consumer (B2C) sales through its online website and application software. In the year of 1995, eBay is founded by Pierre Omidyar, where he served as chairman...

The Experience of Dissatisfaction with Southwest Airlines

Summary Southwest Airlines was organized due to the “consumer dissatisfaction with the service of existing carriers” and the increasing need for an air service between the cities; Houston, Dallas-Fort Worth, and San-Antonio. Braniff International Airways and Texas International Airlines were initially considered the biggest competitors,...

  • Southwest Airlines

The Effectiveness of Performance Evaluation by Mystery Shoppers

In this topic we will seek for a relation between using mystery shoppers technique and effectiveness in the banking sector. Mystery Shoppers are used worldwide by services to evaluate the performance of their front-line employees. An online survey of mystery shoppers compares the reality of...

  • Mystery Shopper

Pitfalls and Benefits of Using the Mystery Shopping

In Marketing term Mystery Shopping is the exercise of collecting surveys through training field employees so as to calculate customer research and service, operations, merchandising and goods or services quality. After finding out the survey they give back the collected to commission organisation. So lets...

  • Marketing Management

Improving Customer Experience And Performance: A Mystery Shopper Case Study

General Description of the Research Method: Case Study Case study method was first defined by Benbasat et al. (1987, p. 370) as “examining a phenomenon in its natural setting, employing multiple methods of data collection to gather information from one or few entities (people, groups...

Trivago'S Service Marketing Challenges & Recommendations

Three Main Challenges Most Service Products Cannot be Inventoried It provides an online searching, comparing and booking hotel rooms service for customer. The service they provide is intangible in neuter, and due to the nature of the serves it cannot be stored so, booking a...

  • Knowledge Management
  • Service Marketing

Main Threat to Ryanair Airlines Business and How the Company Should Manage It

The main threat of Ryanair faces its operation system, the rising cost of fuel and the the growth of the airline industry. Every expense grew of the fuel, increasing activity levels, and cost associated with the growing airline industry all posed a threat to Ryanair....

  • Strategic Planning

The Challenges Ryanair Airlines Faces in the Maintenance of High Customer Satisfaction and Morale of Its Employees

Most common form of negotiation between airports and airlines is price rebate on input charges. Since this practice results in downstream competition between airlines it often leads to legal proceedings by authorities. EU has alleged Ryanair of obtaining illegal state aids possibly offered by Charleroi...

  • Employee Engagement

Factors That Helped Dell Co's Success

Dell’s Overview Michael Dell, in 1984, founded the Dell Computer Corporation. Initially he started it from his dorm room with $1K investment and sooner gained much attention by providing customers a quality product at cheap rates. Additional features then were included a 24 hours customer...

The Pestle Analysis of British Airways Business

Introduction British Airways is one of the largest airlines in the United Kingdom. It is one of the largest in terms of fleet size and also the airlines they have. The main place from where they do their business is London where they participate from...

The Role of a Credit Underwriter

Leading companies make decisions on the issuance of new loans or new lines of credit based on the credit underwriter’s recommendation. Credit underwriters work closely with loan officers to assist them in verifying the adequacy of loan applications. They can also propose revisions to the...

ADA Issue on Gift Card Accessibility for People with Disabilities

It is a little-known fact that, in 1994, Blockbuster video was the first store to display pre-paid gift cards for sale. Unlike VHS rentals, the gift card industry has only grown in popularity. Gift cards from major retailers are at the top of many holiday...

  • Gift Card Industry

Influence of Grocery Store Image on Customer Preference

Jayanthi and Vennila (2018) conducted a research study on 'Customers’ Preference towards Departmental Stores'. Data for the study have been collected through issuing well-structured questionnaire to 218 customers in Pollachi Taluk by adopting convenience sampling technique. The data is analysed by using Simple Percentage, Weighted...

  • Grocery Store

Account of a Service Experience in the Hotel Industry

I worked in a metropolitan hotel as my second internship. It located in Harbin, which is my hometown. The owner of this hotel is my uncle and he has run almost ten years with an excellent reputation. I did my first internship in a sushi...

A Report On Local Businesses Analysis

I have chosen two local businesses. One of the businesses is Crow’s Nest Golf Club. The other is Little Shop of Soaps. I have chosen these businesses because they are both local. This means I can investigate them. There websites are informative and easy to...

  • Business Analysis

Case Study Analysis On The Maintenance Of The Brand Image

INTRODUCTION The purpose of this case study is to analyze the China Enterprise for the Levendary Café and propose possible solutions to the challenges encountered in maintenance of the brand image, especially with the new management in place. BACKGROUND Howard Leventhal, is the departing CEO...

Analysis Of Business Of Family Mart

Family Mart is a Japanese convenience store franchise chain and it is owned by FamilyMart Co.,Ltd. They are focus in provide convenience services to customers around their life circle. They are promote “Summer Fun & Fresh” promotion start from 18 July to 28 August 2018....

  • Business Insider

Positive Psychology Perspective For E-Customer Retention

Adding positive value on after-sales services increase customer satisfactionIf retailers understand customers wants and need beforehand they can provide best online experience, (Li and Zhang 2002) which can be gained by evaluating psychological state of consumers who shop online and by observing their behaviour and...

  • Customer Relationship Management
  • Positive Psychology

Paid Memberships As A Way Of Revenue Enhancement

Paid memberships is a viable avenue for revenue enhancement. This top line growth method leverages not only the existing customer base but also increases the conversion rate of first time visitors to paying and/or repeat users. Looking at revenue from membership fees to access detailed...

  • Digital Era

Relationship Between Customer Satisfaction And Revisit Intention

When a customer visits a certain enterprise and holds the desire to visit the mentioned enterprise yet again then that intent of the customer is known as revisit intention (Bach and Eichner, 1999). This is the definition of the variable. Behavioral intention is regularly utilized...

  • Consumer Behavior

The Role Of Customer Segment Identification In Retail Business

Retail is no exception, entering a new era of predictive commerce. There are many advantages for online retailing when compared to offline in which the flexibility for changing price of the product is more. Online retailers are able to accurately track the customer’s interactions with...

The Role Of Shopper Protection Laws In Our Lives

Mainly the choices of food and the quality of nutritional diet depends on the regulations and policies implemented directly or indirectly. It adversely affects the costs of producing commodities as it affects the prices of consumer goods. Governments are frequently in prices of installing region...

  • Consumer Protection

Changes In The Structure Of The Customer Service Centre In RR Company

Introduction Every company reaches a point where it reconsiders changing how it does things to serve their customers properly and keep the business making the highest amounts of profits. This paper will aim at RR as a company which is considering changing its structure of...

Best topics on Customer Service

1. The Importance of Service: Unlocking the Essence of SERVQUAL Model

2. The Role of Service Culture in Customer Loyalty

3. Hospitality Work Experience: Skills Development and Effective Communication

4. Modern-Day Saviour: How the Retail Industry Makes Our Lives Easier

5. Combination of Success: the Blend of Marketing and Customer Value

6. Balanced Scorecard and Financial Perspective

7. Impact Of Hotel Service Quality On The Customers Interest In Indonesia

8. The Comparative Analysis of Krispy Kreme and Dunkin’ Donuts Franchises

9. Business Analytics in a Sustainable World in British Airways

10. Watch Quality Identification Method and Customer Rights

11. The History of Service and Offer Development on Ebay

12. The Experience of Dissatisfaction with Southwest Airlines

13. The Effectiveness of Performance Evaluation by Mystery Shoppers

14. Pitfalls and Benefits of Using the Mystery Shopping

15. Improving Customer Experience And Performance: A Mystery Shopper Case Study

  • Advertising Analysis
  • Family Business
  • Stakeholders
  • Bring Your Own Device

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Importance of Customer Service Essay Sample

Customer service is the support offered to customers that helps to provide an easy and enjoyable experience with your company. Customer service is about going above and beyond to keep the customers happy. Answering their questions, addressing concerns, and simply listening allows the customer to know you are putting them first. It is about the clear communication between the customer and business, making sure that the customer is content. Even by resolving their issues with a positive attitude, it is an important part of the promise your company makes to ensure your customer’s needs are being met. To provide quality customer service, there are many rules to ensure quality service. Being helpful, listening, and taking the extra step are all important. The biggest rule is that employees of the company must be trained properly. Companies must train their staff first and foremost because if a customer’s needs are poorly met, this will affect how satisfied the customer is or not at all. If the employee is not taught the knowledge on how to satisfy their customer, this not only affects business but the customers perceptions as well. That being said, employee training has a positive and negative impact on customer satisfaction in customer service. 

In the hospitality industry, the direct interactions between the consumer and business are crucially important. Businesses simply do not exist without customers. Catering to the needs of each customer is key to customer retention, to create loyal returning clients. To provide excellent customer service, the culture of aiding customers must be widespread throughout the organization. This creates a powerful work environment, where the goal for all staff as a team is to make each and every customer happy and do what it takes to get there. When quality customer service is understood, employees become empowered and only strive to succeed more with the organization. Satisfying customers leads to a successful business, and that's where the initiative will be taken to keep providing quality service across the board. Overall, this training is an important tool that businesses use to ensure all employees within this culture are on the same page. As a necessary part of onboarding, you may have to pour some money and mainly time into it. According to the ATD report, employers use an average of 33.5 training hours per employee (Gray).  Despite the process, in the long run, successful training helps to provide more revenue for the business and increase employee retention. Training the employees properly the first time helps to reduce the risk of employee turnover. In the same report, one study found that 43.98% of employee turnovers take place within the first six months (Gray). Since training and the onboarding process also take place during this time, making sure training methods are effective is crucially important. Otherwise, the process may have to start over, taking away more time and money for your business a second time. 

Effective training methods provided by your employer help to create star employees. By being trained with the proper knowledge of customer service consumers are happier with their experience. In the archive, Customer Service Delivery Research and Best Practice, the third chapter goes into research of using employee perspectives to improve organizational performances. In training, employees have written development plans to take advantage of the skill opportunities that exist within the company, they have the training to perform their current jobs well, and new employees are oriented and able to come up to speed quickly, without undue burden on existing staff (Fogli, Lawrence 56). When looking at the results of training, employees understand their role in the organization, and now have enough information to do their jobs. There is a larger opportunity for teamwork, as the employees can collectively strive to achieve their individual goals. Employee retention and satisfaction are now created as the employee can now see their value and are satisfied with their organization’s work. Employees value their relationship with the organization and have no short-term interest in leaving (Fogli, Lawrence 57). Employee motivation is also evident. According to the study “Impact of employee motivation on employee performance,” it is considered a force that drives the employees toward attaining specific goals and objectives of the organization. Nowadays, it is one of the sizzling  issues in organizations since everyone wants to make the best use of their financial and human resources (Shahzadi). By the organization providing all the tools and knowledge to this employee, are skills developed as the employee can now effectively work successfully for the company. Understanding the true values of the organization helps to properly serve customers so their needs are met. Proper training has a positive impact on customer service ensuring that customers are happy, as well as the employees with themselves. 

Although quality customer service is important, sometimes it is not always what the customers receive. In the web archive, The effect of employee training and participation on customer satisfaction, does Jacob Zulnaidi dig deeper into the true impact of poor training and the impact it has on the customers. It is stated that “Training is essential for organizational aims, to develop effective and positive employee attitudes...This report revealed the positive outcome of employee training on both employee and customer satisfaction. The training itself is found to be one of the most important factors for employees to remain motivated in performing their jobs, because training provides them with new skills and knowledge, both of which require them to perform their jobs.” In addition, “Training would enable employees to improve their knowledge and skills related to their work, which later becomes translated into higher productivity…” The archive supports the idea that training has a direct correlation to both employee and customer satisfaction. Proper training has many opportunities including employee retention, customer retention, and even employee empowerment in the workplace. It is evident that through improper training, there is no chance for any of this. Poor training falls back to how that employee handles customers and how they are treated/serviced. Employee training can harmcustomer service and satisfaction.

In conclusion, it can be proven that employee training has a direct correlation with customer satisfaction within customer service. There are many factors that are impacted by this, but most importantly, poor and proper training affects the individual, the organization, and the customer's experience. This research has shown many insights on the positive and negative aspects of training, as well as the impact on customer service. Any business values quality customer service as there is the need to keep customers and clients happy. Within the hospitality industry specifically, customer service is even more crucial as guests need to be engaged in order for repeat business and referral purposes. If customers are happy with their experiences, there is an increased chance they will create a positive word of mouth and help your business succeed. To ensure that the organization values this quality service, it is important to properly train staff in accordance with this. Knowing how to fix problems and solve them with a positive attitude is a helpful skill for anyone to learn. It is important through proper training to learn this skill set and understand why quality customer service is so important. Happy customers make happy employees. By ensuring customer satisfaction are employees happier and more confident in their work. Proper training creates an empowering work environment, where the employee values themselves and the company. Strong quality customer service is achieved when the employees are happy, and the customers are happy as well.

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Home / Essay Samples / Business / Customer Service / Customer Service: Why It Matters and How to Improve It

Customer Service: Why It Matters and How to Improve It

  • Category: Business
  • Topic: Customer , Customer Relationship Management , Customer Service

Pages: 2 (985 words)

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