Customer services strategies in service sector Cover Image

Strategie obsługi klienta w sektorze usług
Customer services strategies in service sector

Author(s): Urszula Bąkowska-Morawska
Subject(s): Economy
Published by: Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Keywords: strategy; customer service; customer services strategies

Summary/Abstract: In modern economy, services are becoming its most significant element. From the macro perspective they form the largest part of GDP, and from the micro point of view they are processes which bind the customer with companies/service providers. Increasingly mature customers have increasingly higher requirements. They expect not only high standards related to the actual service, its parameters, innovative solutions, equipment and materials applied but also kindness, politeness and care about their individual preferences. Professional customer service is an element which can be used by service providers to efficiently compete against each other since it is hard to copy. This results from staff’s various approach to work, motivation, company’s organizational culture, involvement in work, etc. It should also be remembered that customer service consists of clearly separate stages whose profile must be taken into account in a strategic approach. In each stage (before, during and after a transaction) a different strategy needs to be developed. The purpose of the research project is the development of the customer service strategy model based on a three-element structure: staff competencies, infrastructure supporting customer service and the standards defining key parameters of customer service. It can be assumed that the configuration of the above elements in the aspect of their interaction, significance and visibility will vary depending on the classified types of strategies.

  • Issue Year: 2011
  • Issue No: 235
  • Page Range: 398-408
  • Page Count: 11
  • Language: Polish