The Importance of Customer Service to Service Companies

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2000

The course work "The Importance of Customer Service to Service Companies" talks about the customer service and the importance of services management to service companies. Service companies directly deal with customers and they have customer service departments which have to continuously improve service to meet customers’ needs and gain their loyalty. Service can be defined in terms of customer satisfaction. If the goods delivered by the company meet customer specifications and the customer are satisfied, the customer is retained and may have that loyalty the service company needs. A common inspirational belief among sales people is the more loyal the customer, the more profits for the company. Firms must compete for quality. In this time of intense globalization where products and services are available at the touch of a button, quality service is most important. After World War II, when Japan was still struggling to compete with the products dominated by the United States and Europe, the term quality was not so popular. But Japanese firms introduced service quality which attacked American and European products and services. Quality-oriented service met customer needs and improved quality of life. Japanese firms became popular and profitable. Other firms had to introduce quality in their services and products. Quality management became a phenomenon which captured the attention of firms and researchers. Employees involved in service are crucial to the success of a service firm.