Customer Service Management
Name:
Student Number:
Date: 23 February 2021
Unit Tutor:
Word Count: 2032 words
1
, 1.0 Introduction....................................................................................................................... 2
2.0 Psychology Within Customer Service..........................................................................3
2.2 The Role and Marketing Aspects of Customer Service...........................................4
2.3 Features of Satisfactory and Unsatisfactory Customer Service..........................4
3.0 Customer Service at Amazon.........................................................................5
3.1 Personal Experience with Customer Service at Amazon...........................6
4.0 Conclusion.................................................................................................6
5.0 Appendices................................................................................................6
6.0 Bibliography...............................................................................................7
1.0 Introduction
This report aims to define the meaning of customer service and reflect upon the challenges
that influence consumers’ experience within various service organisations. Lawrence (2007)
stated that, customer service is the interaction between the consumer and representative of
an organisation such as an employee or agent. It is the practice of delivering products and
services to internal and external consumers through employees’ efforts or appropriate
service scopes used within that organisation (Hudson, S.H. & Hudson, L.H 2017).
2
Name:
Student Number:
Date: 23 February 2021
Unit Tutor:
Word Count: 2032 words
1
, 1.0 Introduction....................................................................................................................... 2
2.0 Psychology Within Customer Service..........................................................................3
2.2 The Role and Marketing Aspects of Customer Service...........................................4
2.3 Features of Satisfactory and Unsatisfactory Customer Service..........................4
3.0 Customer Service at Amazon.........................................................................5
3.1 Personal Experience with Customer Service at Amazon...........................6
4.0 Conclusion.................................................................................................6
5.0 Appendices................................................................................................6
6.0 Bibliography...............................................................................................7
1.0 Introduction
This report aims to define the meaning of customer service and reflect upon the challenges
that influence consumers’ experience within various service organisations. Lawrence (2007)
stated that, customer service is the interaction between the consumer and representative of
an organisation such as an employee or agent. It is the practice of delivering products and
services to internal and external consumers through employees’ efforts or appropriate
service scopes used within that organisation (Hudson, S.H. & Hudson, L.H 2017).
2
