Extraordinary Customer Service Is One Term Paper

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Jones (2000) explains that "Competitive advantage can be gained through customer service management (CSM) when implemented as a comprehensive approach to centering the organization on the customer. To be successful in the CSM strategy, each area of an organization must see that, directly or indirectly, achieving its objectives contributes to the customer's overall experience with the organization (Jones (2000)."

The capacity for business growth as goals are met- if customer service is good loyal customers will begin to tell others about the company and the products and services that are available through the company (Bielski, 2002). When this occurs profit could increase and many goals can be met.

Weaknesses. The weaknesses of industry as it relates to customer service are as follows;

Lack of adequate customer service training/quality assurance- in many cases industry suffers because there is a lack of customer service training that is adequate enough to meet the demands of customers.

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In addition, quality assurance is often weak or not made a top priority and as such it suffers as does an organizations ability to meet goals (Jones 2000).

Opportunities. Improvements to customer service- Industry can work on ways to improve customer service through more comprehensive training (Denton, 2003). In addition, industry can better the chances that organizational goals will be met.

Threats. Changing consumer needs -- the primary threat has to do with the fickleness of consumers. As the world becomes more technologically advanced organizations will have to adjust to changing demands and the increased need for convenience (Denton, 2003)......

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