Customer Service

Abstract

Customers place a high value on the overall level of service they receive. We all hate waiting in a long queue at the bank while eight members of staff sit behind their desks seemingly oblivious to us. A shop assistant who answers our complaint by telling us ‘It’s nothing to do with me — I was on holiday last week’ does little to maintain customer loyalty. Customer service has always been a concern for all retailers, but as competition has increased it has received growing attention.