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Customer Service Dissertation Topics

Published by Carmen Troy at January 4th, 2023 , Revised On August 15, 2023

It is a famous saying by henry ford that the only foundation of a business is service. It is very true and is followed by businesses of all scales. If a business is unable to offer valuable services to its customers and live up to their expectations, they lag in the race of being the best firm of their kind.

If you are planning to write your dissertation about customer service but are clueless regarding what exactly to write about, you can look at some of the ideas mentioned below. The dissertation topics suggested by experts and professionals will help you get an idea for your dissertation so that you graduate with flying colors.

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2022 Customer Service Dissertation Topics

Topic 1: the relationship between quality of customer service and revenue generation in the hospitality industry..

Research Aim: The research aims to establish the relationship between the quality of customer service and revenue generation in the hospitality industry.

Objectives:

• To analyse the strategies of delivering quality customer service.
• To determine the sensitivity of hospitality customers to service quality.
• To evaluate how service quality impacts revenue generation in the hospitality industry.

Topic 2: An investigation into identifying the modern methods of delivering customer service and the role of AI.

Research Aim: The research aims to investigate the modern methods of delivering customer service and the role of AI.

• To analyse the use of digital tools for delivering customer service.
• To evaluate how AI facilitates customer service in the UK based organisations.
• To investigate the modern methods of delivering customer service and the role of AI.

Topic 3: Investigating the impact of customer service on customer satisfaction and repeat purchase decisions.

Research Aim: The research aims to investigate the impact of customer service on customer satisfaction and repeat purchase decisions.

• To analyse the impact of customer service on customer experience and satisfaction.
• To evaluate the benefits of repeat purchase and how it can be maximised.
• To investigate the impact of customer service on customer satisfaction and repeat purchase decisions.

Topic 4: The role of big data and analytics on improving the quality of customer service and better understanding customer requirements

Research Aim: The research aims to investigate the role of big data and analytics in improving the quality of customer service and better understanding customer requirements

• To analyse the uses of big data to analyse customer needs and requirements.
• To determine the methods of improving customer service.
• To investigate the role of big data and analytics in improving the quality of customer service and better understanding customer requirements

Topic 5: How does customer service impact marketing and business ethics?

Research Aim: The research aims to evaluate how customer service impacts marketing and business ethics.

• To analyse the factors impacting marketing and business ethics in an organisation.
• To determine how customer service relates to marketing.
• To evaluate how customer service impacts marketing and business ethics concerning the established boundaries.

Topic no.1: customer service and sales

Research Aim: The sole purpose of customer service is to attract new customers and retain the existing ones in order to help the business grow. There is an obvious relationship between customer service and sales. The aim of the research will be to validate the supposed relationship by carrying out case studies. The research will test and identify if good customer service increases sales or is the other way around.

Topic no. 2: modern techniques of providing customer service

Research aim: The research will focus on exploring, understanding, and evaluating the modern techniques of offering customer service.

Topic no.3: Traditional Vs. contemporary art of customer service

Research aim: The methods and means of customer service employed today differ from what they used to be in the past. The main aim of the research will be to compare and contrast the traditional and contemporary techniques of customer service and determine which one of them is better in which aspect.

Topic no.4: Customer service and role of AI

Research Aim:  AI has transformed business operations, and customer service is no exception. Today, it has become easier than it was ever before for businesses to provide the best customer service and all thanks to AI. The researcher will identify and explore the role of AI in advancing customer service. The research will determine both the positive and negative aspects of the transformation and how it has impacted the operation as a whole.

Topic no.5: Creating an effective customer service strategy

Research Aim:  The reason for successful customer business relationships of prospering businesses is their well-thought-out and implemented plans and strategies. The research will study the successful and most rewarding customer service policies of brands and formulate the tips for creating one for all scales of businesses.

Topic no.6: Effect of public relations on customer service

Research Aim: Public relation is the key to customer satisfaction, say many marketers. But it is essential to test the validity and accuracy of the statement and see if, in the true sense, how public relations help improve customer service.

The main aim of the research will be to analyze and evaluate the effects of public relations on customer service.

Topic no.7: Customer service and marketing:

Research Aim:  While customer service and marketing are two very different things operated by a business, good customer service paves the path for marketing. The research will explore how customer service and marketing are interrelated to each other and find their respective attributes.

Also Read: Marketing Dissertation Topics

Topic no.8: Customer service and business ethics

Research Aim: Businesses have set standard codes of conduct and basic guidelines that all employees have to follow stringently. Customer service, in essence, also has set boundaries that cannot be trespassed at any cost.  The aim of the research is to explain how(if) business ethics can hinder or support the practices of customer service. 

Topic no.9: Customer service and customer relationship management

Research Aim: Thanks to technology that today, it has become easier than ever to reach out to customers and enable them to make most of your products and services. There are many customer relationship management software that provides assistance to the customer service team in extending the appropriate support to the customers. The main of the research would be to find out how customer relationship management systems work and which of them is most suitable for businesses to achieve maximum goals.

Topic no.10: Customer service and internet

Research Aim: Customer service in the age of the internet is a lot different from what it used to be conventional. The research will study and evaluate the changing patterns and techniques in the operation of customer service mainly due to the internet.

Topic no.11: Customer service; a tool for customer retention:

Research Aim: The aim of the research would be to carry out an analysis of the relationship between customer service and customer retention. The goal is to highlight the link between the customer service experience and the likelihood that such customers would continue to patronize the business or not.

Topic no.12: Customer service in healthcare

Research Aim: The aim of the research would be to find out the significance of customer service in the healthcare system and how it is neglected in most developing countries. Moreover, it will also explore the consequences of negligence.   Given that patients need more support and care, it is imperative for the healthcare system to make sure it ensure its availability. 

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Topic no.13: Brands and their customer service during a pandemic

Research Aim: Pandemic was a massive challenge that not only impacted the humans’ health but affected all patterns of life extraordinarily. The businesses had to face major setbacks in the wake of the coronavirus. Although it was difficult for businesses to send the kind of assistance

Topic no.14: Customer service and crisis management

Research Aim: The ups and downs are part of every business. No matter what the situations are, the businesses have to make sure that they never lose ties with their customers. The main aim of the research is to identify the best practices of customer service during a crisis. It will study how customer service goes hand in hand with crisis management.

Topic no.15: Online or offline customer service

Research Aim: There are two approaches to customer service; online and offline. The main aim of the research is to identify which of the approaches are most effective and workable for helping businesses achieve their goals.

Topic no.16: Key model of customer service

Research Aim: There is one certain thing that all businesses look forward to advancing their customer services to provide facilities that no other competitor is able to give. The aim of the research is to make a key model of an effective and practical customer service model that businesses of all scales can follow. The researcher can critically analyze and evaluate the patterns of customer service employed by the most successful companies.

Topic no.17: Social customer service

Research Aim: Businesses leverage social media to offer customer support. In other words, they use social channels to address their complaints and provide guidance. The aim of the research would be to examine and evaluate the social customer service offered by different businesses.

Topic no.18: Relativity of Customer service:

Research Aim: When we say customer service, it is not completely an objective phenomenon. The theory of relativity, to some extent, has the application of the idea of customer service. The main aim of the research is to identify the link between the theory of relativity and customer service.

Topic no.19: Roots of bad customer service

Research Aim: In order to make a workable customer service plan, it is essential to know the roots of a bad one. The research will aim to discover and analyze the core reasons for a failed customer service strategy.  It will analyze the ramification of bad customer service strategy on businesses in achieving their goals.

Topic no.20: Great customer service- case study:

Research Aim: Great customer services help businesses grow and prosper. The research will aim to study and evaluate great customer service features by doing a deep analysis of successful companies.

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How to find customer service dissertation topics.

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137 Customer Service Research Topics, Essay Titles, & Thesis Ideas

Are you looking for the best customer service research topics? We’ve got you covered! On this page, you’ll find plenty of research topics related to customer service. Feel free to use them as inspiration for your essay, thesis, and other writing assignments!

🏆 Best Customer Service Essay Topics

✍️ customer service essay topics for college, 🎓 most interesting customer service thesis topics, 💡 customer service topics for presentation, 🛍️ customer service topics for discussion, ❓ customer service essay questions.

• The Impact of Quality Customer Service on Amazon’s Success
• Coffee Shop: The Exterior, Interior Design, and Customer Service
• Home Depot Company: Customer Service Information Systems
• United Airlines Customer Service Case Study
• Internal and External Customer Service
• Papa John’s Pizza: Quality Products and Customer Service
• MAC Cosmetics Company’s Customer Service
• Disciplinary Action Plan for Customer Service Improvement The HR manager develops a 3-step plan of improving the CSR’s performance: conducting a session with the employee, providing feedback, and training the employee on the new products.
• The Effect of Business Ethics on the Customer Service Sector The prevalence of globalization and the evolution of technology have altered the business environment, mandating the efficient utilization of resources.
• Customer Service Training for New Employees The benefits of customer service training for new employees include improvement of employee efficiency and organizational value, creation of customer loyalty, etc.
• Amazon Company’s Customer Service Amazoon.com has a very well developed system of customer support and an easy to browse a website that memorizes one’s choices reflect the older requests.
• Customer Service at Boeing Boeing has continuously improved customer service over the years as reflected in its data management systems, continuous support, training programs and special units.
• Wal-Mart Stores Customer Service Perspective To address customer service at Wal-Mart Stores, the company’s management must set appropriate goals and ensure implementation of strategies for goals attainment.
• Customer Service Training in a Human Resource Strategy This paper evaluates how customer service can be improved by incorporating customer service training in an organization’s human resource development strategy.
• Customer Service Philosophy, Customer Service Statement Developed Customer Service philosophy indicates that a company has an established vision, and its employees – clear guidelines.
• Customer Service: Current Trends and Challenges The current trends and challenges are substantial in the aspects of customer service, such as customer engagement, customer experience, and interfunctional coordination.
• Improving Decision Making and Customer Service In this article the case of the King County Library System vividly portrays that decision-making determines overall success of the organization and its development.
• Cross-Cultural Executives’ Perceptions in Quality Customer Service and Relationship The research is supposed to discuss the cross-cultural perceptions of the marketing executives of MNCs as they deal with different customers in different regions and countries.
• The Mount Rundle Hotel’s Customer Service Issues The confrontation between the customer and the hotel management, in the case of the Mount Rundle Hotel Banff, is a sign of service failure.
• Selection of a Customer Service Representative A customer service representative (CSR) is an employee who plays a significant role in customer success, thus, attracting more prospective clients.
• Southwest Airlines: Customer Service Customer experience determines whether a business succeeds or fails. This essay examines a customer service case study with Southwest Airlines.
• AI in Customer Service: Argument Flaws Analyzing AI’s comprehensive functionality can provide sufficient arguments for a variety of options to implement to attract and retain customers.
• Technology and Social Media Role in Customer Service Technology and social media play a considerable role in defining how brands are perceived by customers and the general public.
• Importance of Communication in Enhancing Customer Service in Medical Offices Communication in medical offices is critical as the professionals are required to ensure that patient privacy is adhered to at all times.
• MRP Decreases a Company’s Inventory While Improving Customer Service Level Material Requirement Planning (MRP) is a production system valuable to hundreds of companies that rely on technology for inventory or production.
• The Customer Service Perspective: The Starbucks Brand The primary objective of the Starbucks is to attract the newer, younger customers, which are typically less well-educated people with relatively lower incomes.
• Customer Service in Rogers Wireless International This study of the services provided by Rogers wireless international looked at its customer care services and their impacts on the operations of the company.
• ‘Cost of Quality’ Implementation in Outsourced Customer Service The article discusses the “quality price” approach in calculating costs and improving quality assurance processes in manufacturing companies.
• Copier Rehabilitation Facility’s Customer Service Issues The Charleston Copier rehabilitation facility is affected by operational problems resulting from a lack of regular time intervals for the arrival of copiers from distributors.
• American Express. Customer Service Operations and Excellence From the case study, American express had previously concentrated on getting as many clients as possible, and then having little regard for the onwards.
• Home Depot Inc.’s Customer Services Home Depot is seen as the world’s largest home improvement retailer which has many branches in China and France and two leading French retailers.
• Apple Inc.’s and General Motors Company’s Customer Service This paper evaluates the methods and quality of customer service at Apple Inc. and General Motors, and its contribution to organizational growth in a competitive environment.
• Recruitment for Customer Service and Manufacturing There are many options for human resource managers to find skilled employees. Some methods of recruitment prove more efficient than others.
• Therapeutic Alliance Center’ Customer Services Management This paper explores the problem of lack of customer-service management skills in Therapeutic Alliance and its impact on the establishment’s performance.
• Oman Oil and Shell Companies’ Customer Service The paper investigates the efficiency of customer services in logistics and transport management in the Sultanate of Oman within the Oman Oil Company and the Oman Shell Company.
• CompleteCare Department Customer Service This research aims at establishing the effectiveness of CompleteCare in addressing the complaints of the customers. The study will examine the number of complaints.
• Customer Service Representative Job This is an analysis of the customer service representative job provided using the task inventory method and manual examining. It identifies skills and job standards.
• Customer Service for Retail Stores
• Automated Customer Service Consumer Longer Operator
• Customer Service and Immediate Technical Support
• Customer Service and Customer Success
• Job Description for Customer Service Agents
• Customer Service With Online and Virtual Communication
• Consistent and Reliable Customer Service
• Bank Mergers and Related Decline in Customer Service
• Customer Service and Cabin Crew
• AlliedSignal’s Internal Customer Service
• Educational Psychology and Customer Service Analysis
• Customer Service and Customer Satisfaction
• Customer Service and Data Warehouse
• Administrative and Customer Service Skills
• Customer Service and Change Management
• Customer Service and Emotion Management
• Bloomingdale’s Customer Service Reaches Abroad
• Ameritech’s Culture and Customer Service
• Customer Needs and Satisfaction and Customer Service
• Customer Service and Cargo Operations
• Contemporary Business and Customer Service
• Customer Service for Reverse Logistics Management
• Customer Service and the Heirloom Factor
• McDonald’s Customer Service Policy
• Customer Service Representative Morale
• Customer Service More Important Than Marketing
• Marketing and Customer Service in Hospitality Industry
• Hotel Industry and the Value of Efficient Customer Service
• Customer Service Chat Project Financial Projections
• Concepts and Practices Underpinning Customer Service Delivery
• Customer Service and Induction Training
• Customer Service and Patient Experience Model
• Order Management and Customer Service
• Public Sector and Customer Service
• Latest Technology Used Today‘s Customer Service
• Customer Service Standards and Conditions
• Customer Service and Corporate Social Responsibility
• Methods for Improving Customer Service
• Customer Service Beliefs That Can Hurt Your Business
• Quality Management System Customer Service in Restaurants Tourism
• Airlines and Customer Service Challenges
• Customer Service Supervisor Training Program
• Effective Communication and Customer Service
• Customer Service for Health Care
• Customer Service Management Flashcard
• Language Barriers and Customer Service
• Marketing and Customer Service Level Assignment
• Local Literature Customer Service Skill Employed in the Restaurant
• Ideal Customer Service From a Nursing Perspective
• Customer Service and Consumer Protection
• Quality Initiatives and Customer Service Employee Retention
• Customer Service and Claim Cycle Time
• Customer Service and Modernization
• Bank Customer Service Call Center Analysis
• Logistics and Customer Service
• Customer Service and Its Effects on Customer Retention at Imagestream
• Culture and Customer Service Excellence
• Customer Service for Higher Education
• Alton Towers Customer Service Aims
• Monitoring and Evaluating Customer Service
• The role of excellent customer service in building brand loyalty.
• Benefits and challenges of personalized customer service.
• Balancing automation and human touch in customer service.
• The significance of emotional intelligence for customer service staff.
• The impact of customer feedback on business improvement.
• Essential metrics for measuring customer satisfaction.
• Best practices for multilingual customer support.
• The influence of social media on consumers’ service expectations.
• Emerging technologies and trends in customer service.
• The value of customer self-service in the online business environment.
• What Is the Meaning of Customer Service in Business?
• How Might Computer Use Sentiment Mining to Identify Ways to Improve Its Customer Service?
• How Can a Customer Service Professional Project a Positive Image to the Customer?
• How Can a Worker’s Emotional State Affect Customer Service?
• Why Is Customer Service Important to an Organization?
• What Types of Customer Service Before, During, and After the Sale?
• What Is the Definition of Good Customer Service?
• Is There a Difference Between Customer Service and Customer Support?
• What Is the Role of Customer Service?
• What Are the Soft and Hard Skills Required for Customer Service?
• What Is the Role of a Customer Service Executive?
• What Are Customer Service Measurements and Metrics?
• What Are Customer Service Strategies in the Digital Age?
• How Are Customer Service Strategies Created Within the Market?
• How to Achieve and Maintain High-Quality Customer Service Throughout the Organization?
• What Are the New Developments in Customer Service Training?
• What Was the Customer Service in the 1950s?
• Is Customer Service the Key to Customer Loyalty?
• What Are the Features of Public Sector Customer Service?
• What Is Customer-To-Customer Service Interaction?
• What Is a Customer Service and Support Database?
• What Conditions Are Necessary to Ensure Excellent Customer Service in Libraries?
• What Is the Difference Between Customer Focus and Customer Service?
• What Is a Customer Service-Focused Mentality?
• What Does Customer Service Look Like From the Customer’s Perspective?
• Does Customer Service Focus on Care for an Individual?
• Is There a Link Between Customer Service and Product Quality?
• Does E-procurement Improve Internal Customer Service?
• What Is the Role of Customer Service in Customer Relationship Management?
• What Is the Impact of Information Technology Management Practices on Customer Service?

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StudyCorgi. (2022, March 1). 137 Customer Service Research Topics, Essay Titles, & Thesis Ideas. https://studycorgi.com/ideas/customer-service-essay-topics/

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StudyCorgi . 2022. "137 Customer Service Research Topics, Essay Titles, & Thesis Ideas." March 1, 2022. https://studycorgi.com/ideas/customer-service-essay-topics/.

These essay examples and topics on Customer Service were carefully selected by the StudyCorgi editorial team. They meet our highest standards in terms of grammar, punctuation, style, and fact accuracy. Please ensure you properly reference the materials if you’re using them to write your assignment.

This essay topic collection was updated on June 21, 2024 .

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• Historical Context of Customer Service: Tracing the origins and evolution of customer service provides an understanding of how past strategies have shaped current practices. From traditional shopkeeper-customer interactions to modern omnichannel support, the transformation has been radical and revealing.
• The Digital Revolution in Customer Service: The dawn of AI, chatbots, advanced CRM systems, and augmented reality has ushered in a new era. This refers to how these technological tools have enhanced service delivery, their implications on customer satisfaction, and their overall impact on businesses' profitability.
• Emotion at the Heart of Service: Going beyond mere transactional exchanges, this section underscores the significance of emotional intelligence in customer interactions. A dissertation here would explore how training teams in empathy and emotional responsiveness can lead to more fulfilling customer experiences and increased brand loyalty.
• In-depth Case Studies: Real-life scenarios from companies that have achieved customer service excellence, juxtaposed with those that missed the mark. These narratives provide practical lessons and cautionary tales for upcoming researchers.
• Metrics and Evaluation: A detailed look at the various tools, metrics, and KPIs instrumental in assessing customer service efficacy. From the Net Promoter Score (NPS) to Customer Satisfaction (CSAT) scores, understanding these tools is paramount for any rigorous academic dissertation investigation.
• Challenges in Modern Customer Service: This segment identifies the potential hurdles in today's customer service landscape, from cultural nuances to the ever-changing expectations of digital-native consumers. Additionally, a dissertation could be done to offer potential solutions and strategies to navigate these challenges effectively.

While the current guide is exhaustive, the customer service domain is dynamic. There are indeed emerging trends and areas that offer a rich ground for further academic exploration. Embarking on a customer service dissertation demands a profound understanding of both its historical trajectory and contemporary nuances. This guide aims to be an indispensable resource, enabling researchers to navigate this multifaceted domain confidently and contribute meaningfully to the body of knowledge.

Dissertation Topic  Suggestions &  Ideas on Customer Service

This study will examine the relationship between customer service quality delivery and the level of customer satisfaction. When customers are given satisfying answers, there is a likelihood of continued consumption of certain products and improved satisfaction. We can guide you on how to develop topic ideas for a customer service project.

The key to a successful dissertation is selecting a topic that is of interest to you and relevant to the field and conducting rigorous research to provide insights and recommendations that can inform both academic and practical perspectives. Customer service is a crucial aspect of any business and a valuable area of research. Whether you choose to examine the impact of customer service on customer satisfaction and loyalty, the role of technology in customer service, the effect of employee training, the impact of customer service on customer behavior, or cross-cultural differences in customer service expectations, there are many opportunities to make a meaningful contribution to the field. These are just a few potential customer service dissertation topics &  ideas suitable for  research.

 Customer Satisfaction Research Title & Topic Formulation Guide

Measuring customer satisfaction is an important step for businesses in understanding and improving it. One common method is conducting customer surveys, either online or in person, to gather feedback from customers about their experiences with the business. This feedback can provide valuable insights into areas where the business can improve, such as product quality, customer service, and pricing. Another method is monitoring customer complaints and inquiries, as these can provide a quick indication of customer dissatisfaction. Studying a customer satisfaction  research title  is crucial for any business, and ensuring it devises a multi-faceted approach. By understanding the factors that contribute to customer satisfaction, such as product quality, customer service, pricing, and brand image, businesses can work to improve and maintain high levels of customer satisfaction. Measuring the satisfaction of customers through customer feedback and complaints is also an essential step in understanding and improving it. By consistently delivering high-quality products, services, and customer experiences, businesses can build a loyal customer base and ensure long-term success.

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Customer Service Research Topics – Excellent Topic Samples

Customer service is a critical aspect of any business as it can impact customer satisfaction and loyalty. Research in this area can help organizations understand the factors that influence customer service quality and identify ways to improve it. Let's will explore some of the significant research topics on customer service and the importance of each.

• Customer Service Expectations:  This research topic aims to understand the level of customer service that customers expect from businesses. This information is crucial in helping organizations set their customer service goals and prioritize their efforts. The research can include surveys, interviews, and focus groups with customers to gather their perspectives on what they consider to be good customer service.
• Employee Satisfaction and Engagement:  Employee satisfaction and engagement play a significant role in the quality of customer service they provide. Research in this area can help organizations understand the factors that influence employee satisfaction and how it affects customer service. The research can include surveys, interviews, and case studies to gather data on employee attitudes and behaviors.
• Customer Feedback and Complaints:  Customer feedback and complaints are valuable sources of information for organizations looking to improve their customer service. Research in this area can help organizations understand the reasons for customer complaints and how to address them effectively. The research can include analysis of customer feedback and complaint data, surveys, and focus groups with customers. You can develop several customer service research topics and choose one that addresses the issue to the core.
• Customer Service Training and Development:  Effective training and development programs are critical to improving customer service quality. Research in this area can help organizations understand the impact of training and development programs on customer service quality and identify the most effective methods for delivering them. The research can include surveys, interviews, and case studies to gather data on the effectiveness of customer service training programs.
• Customer Service Metrics:  Measuring the quality of customer service is crucial for organizations looking to improve it. Research in this area can help organizations understand the most effective metrics for measuring customer service quality and how to use them to track progress. The research can include surveys, interviews, and case studies to gather data on the effectiveness of customer service metrics.

More Recent & Interesting Ideas for Customer Service Thesis 

Currently, some businesses have automated self-service systems, which means that clients never meet the people who sell them goods or services. However, such businesses lose returning clients, seeing that customer service representatives have a major role in depicting the businesses' effectiveness from their one-on-one interaction. This means that students in this profession must understand the recent ideas under customer service, to complete their academics with appealing grades. It is vital for scholars to use significant sample thesis titles for customer service, to prepare a project that can portray their readiness to help companies discover crucial services desired and expected by the client. As such, it’s crucial to be fully aware of the best & current research ideas to use in customer service theses. Relevantly, customer service has helped many companies provide the best services to clients, even if some prefer online systems. People have over time proven to be better than the systems, seeing that human interactions are indispensable.

• Who can be referred to as the best customer service representative?

Every client wants to understand what a customer service representative can do for them and whether the business has a safe future. This regards the fact that the representative is like the face of the company, which gives the clients the first and most important perception of their service delivery.

• What’s the importance of customer service management empowerment?

For customer service employees to be in a better position to respond to the needs of every client, they require the best grassroots experience. With proper empowerment, the employees can effectively follow the required organization’s strategies and ideals during their interactions. 

• How to apply relevant hospitality customer service recovery strategies

The success of every business is partially determined by the effectiveness of the customer service employees, therefore, the supervisor must always be keen on their service delivery. Reading psychology to ensure they have a positive attitude to avoid service breakdown is highly important. 

• Contribution towards socially responsible customer service and marketing

Achieving this isn’t an easy thing for many organizations, as they must bring together both external and internal stakeholders. This is to ensure they share in the efforts to maximize the company’s bottom line.

• The best role of customer service in the technology business

First, it’s relevant to understand that the meticulousness of the customer service value varies regarding the industry. However, their role is to give customers the best audience regardless of the products or services they are offering. 

To create a competitive advantage as a customer service employee, one must have the best skills, which emanates from relevant research & studying. This means that scholars will need to work with the most outstanding customer service thesis to become the best employees that companies seek to employ later after their studies. Successful business owners understand the need for the best customer service; therefore, they go for scholars who have proven their best understanding in this area.

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Outstanding research topic ideas for customer service students.

• Evaluation of the loyalty of customers in Internet banking,
• A critical assessment of the satisfaction of customers in the delivery of services,
• Discussion of the loyalty of customers in the banking industry - accessibility & foundation,
• Ways in which businesses can enhance the satisfaction of their customers,
• Impact of the internet in improving customer satisfaction.

You can choose the topic idea that interests you from our list. If you still feel that you are not content with the listed customer service topic ideas, you can trust our experts to help you with creating other customized and good topic ideas for customer service research . We look at the areas that you are passionate about so that we can come up with ideas that interest you and intrigue your curiosity. You can be assured that our experts will help you come up with excellent research topic ideas.

In a nutshell, students must exhaust the list of suitable & latest thesis titles on customer service, before settling on the best topic upon which to develop a high-ranking thesis. Considering that larger businesses understand customer service more deeply, scholars must portray their skills in an effective approach that depicts their suitability.

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Choosing the best customer service dissertation topic is important for a successful study. Start by thinking about areas that interest you and are relevant to current customer service challenges. Look for gaps in existing research or issues in the industry that you want to explore. Seek advice from experts, consider real-world applications, and ensure your chosen topic aligns with your passion and the potential to contribute valuable insights to the field. 

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Customer Satisfaction and Service Research Paper

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Introduction, customer service, how and why it is important, impact of customer service on sales, factors that enhance better customer service.

The goal of every organization is to provide proper services to its customers. This will help attract them and ensure that they maintain them. This is necessary in order to maintain the sales and ensure profitability and sustainability of the business.

Employees are required to understand the needs of their customers. This will put them in a position to match the products of the company with their needs. When the needs of the customers are met, they get satisfied (customer satisfaction) and this is what keeps them coming back for more. Therefore, customer service is important for the success of every business.

Providing customer service is quite a simple task, however, providing efficient customer service is another story all together. This requires proper skills. Organizations can ensure that its employees are well equipped with these skills through providing them with proper training. This may be in the provision of courses that would impart these skills and knowledge to them.

This way, the organization will be able to maintain its customers, make numerous sales and make profits constantly. The main objective of this paper is to look at the importance of effective customer service in the organization’s success.

A vivid definition of customer service will be provided. The importance of customer service will also be evaluated. The impact that customer service has on sales in a business will be looked at. Some of the factors that enhance better customer service will also be discussed.

Proper customer service, which is the act of providing services to the customer during the whole transaction process, is important for the success of every business. This involves providing the services before, during and after the customer has purchased the good or service.

Effective customer service is meant to ensure customer satisfaction in order to be able to retain the customer base. This is necessary to maintain the number of sales that the business makes and consequently, continue to make consistent profits.

In order to ensure that the customer service is effective, the organizations require to have well trained customer service providers. This can be achieved through the training of the employees (Pollitt, 2008). In addition, all new employees should also be introduced to the training in order to ensure that all the customer service staff is competent and understand how to handle their customers well.

The future profitability of a company is greatly determined by its effectiveness to deliver customer satisfaction and providing quality real-time training to staff members, which will influence the success of the business.

Customer service is generally the provision of quality service to the consumer of the organization’s products. It entails a series of activities during all stages of the consumer’s purchasing process. The main aim of providing customer service is to ensure customer satisfaction.

Price (2011) likes to think about customer service in different perspectives. He believes that it must be thought of as a leadership issue. He believes that one of the most important roles of a manager is to establish an environment of trust.

Another way of viewing it is as a marketing issue. Customer service is a way of reaching and keeping customers. It should be made to be part of the organizations marketing strategy.

Pollitt points out that being honest to the customers even when the mistake was the company’s is a recovery factor for the customer. Research indicates that telling the customers the truth of the matter when a problem is encountered creates trust. After such encounters, the customers become even more loyal since they can trust the company (business). Reinforcing this trust is the work of the leader.

Making customer service the main agenda of the company is a very vital move. Such organizations are set to achieve a great competitive advantage. This is because the companies that deliver effective customer services are recognized by the customers. When they receive services from other organizations that do not match up the services received from such companies, they will always create preferences hence customer loyalty.

The importance of effective customer service starts at the company’s mission statement. It should be realistic rather than well developed. It should be public relations-related. When it is realistic and genuine, it will provide the foundation to the development of the operational principles.

This way, the company’s core values will be reflected. This way, the customers will be able to relate to them and identify with them. Consequently, this will enhance customer loyalty and the success of the business.

In the current market, nine out of every ten businesses fail after some years of operation (Schlocker, 2004). Schlocker (2004) agrees with John Dijulius that customer service is what makes the difference between the successful businesses and those that fail.

Superior customer service is the necessary ingredient in the operation of the business. Such organizations take time to evaluate and enhance the experiences of the customer. This is done with the main aim of enhancing client loyalty.

The main goal of every business is to make profits and this is made possible when the organization makes sales. Charan (2010) believes that people need to think differently when it comes to making sales.

There are situations where an organization constantly loses sales even when it is providing good products and after putting a lot of effort on the services. In such situations, the organization needs to reconsider its goals and the ways of achieving them. It is then to reinvent the strategies to employ while selling them.

Triest, Bun, Raaij, and Vernooij (2008) studied the factors that enhanced customer retention and customer profitability. As they student certain service providers, they concluded that those customers who received free equipment during their previous visits came back for the same services. In other words, retention rates were higher. Therefore, the businesses could make more sales and more profits.

However, these authors argued that this was only applicable for those businesses that had large number of customers. It did not have any effect on the businesses that attracted a smaller number of customers. Essentially, this means that effective customer service is important in order for the business to be more profitable as it retains its customer base.

According to the authors, targeting on marketing expenses that were customer-specific was effective in retaining the customers. This was as opposed to the development of new customers into larger numbers or deriving more profits from them. This was a smart marketing procedure that involved incurring extra costs in the business in order to make more revenue from the customers.

Other similar studies have proved that such marketing decisions positively impact other marketing decisions. These include the pricing of services, customer loyalty, and the frequency of contracting customer, among others.

By offering free equipment, the businesspersons were able to strengthen the relationship with the consumers in order to make them avoid opportunistic behavior, which could negatively affect customer retention initiatives.

The salespeople should not only be people who take orders. They should also be ambassadors. This involves acquiring social skills that would enable them to learn about the needs of their customers. Having a good understanding about the product is also important. This would enable them to present them together with other services in a way that would match the specific needs of the consumers.

Creating value for the customers is very important in creating customer loyalty and ensuring that they will always come for the products (increase sales). The customers will differentiate such salesperson and will be regular customers. Therefore, a salesperson needs to acquire new knowledge and skills so as to be respected and supported by the teammates (Charan, 2010).

In order for employees at any organization to understand how to conduct effective customer service, they require to acquire social skills that will enable them to learn customer needs. This would enable them to understand how to match the customer needs with the products and services they offer (Charan, 2010).

Pollitt (2008) emphasizes on staff training as a factor in enhancing better (effective) customer service. This explains why the passengers on Stena’s Caledonia ferry like the services provided. The staff is provided with training that helps them provide the best customer services. This type of training was referred to as the ‘experiential’ training. It mostly targeted the workers from the catering units.

Those from the lowest ranks to the ones in senior positions were included in the training. It was a course that lasted for one day. All the employees who attended the training provided positive views about the training. They believed that it was helpful. The organization also had a policy that ensured that all new employees had to undergo that particular training.

One of the most important goals of an organization should be to provide customer service that would make the organization stand out from the rest. In order to achieve this, the employees need to be aware of the emotions and needs of the customer. They should also be able to deal with them appropriately and this calls for proper training in customer service and relations.

Experiential training may be provided to the employees in order to develop the necessary skills. This is different from the chalk-and-talk training, which is less effective. This is because experiential training enables them to develop skills by putting them in scenarios that resemble those in real life.

They would be able to go through self-discovery and identify themselves with the needs of the company. Consequently, they would be able to develop new skills that they would incorporate in the corporate culture.

The success of the world-class companies selected in Japan and Brazil was also attributed to training (Da Silva, Tadashi, & Kikuo, 2005). The companies had initiated training programs that raised the awareness about total quality management. This training also emphasized on teamwork in order to ensure that the customer satisfaction is made a team business.

With such training, the employees will also develop an interest and need to improve the organization and to satisfy the needs of the customers at the same time. The success of these world-class organizations is also attributed to the policy of training all new customers. This means that both the new and old employees have the same skills in terms of customer service. The contracted employees are also not left out in the training.

Customer service should also be delivered in a way that depicts respect and humility. Different people from different cultures have their own way of providing customer service. For example, the Japanese have a very different culture from the westerners. This cuts across the business sector and specifically in terms of customer service.

The difference between Japanese culture and westernized culture in terms of customer service is that the Japanese believe in the demonstration of respect and humility through words. The Japanese also believe that one should carry out his duties to the best of his abilities. This seems hypocritical to the westerners. Therefore, the westerners should embrace this in order to enhance customer satisfaction.

Customer service is a vital tool for any organization. It determines the success or failure of an organization. Those organizations that provide excellent services are recognized by their customers and are able to make sales continuously. In order for organizations to ensure efficient customer service, they are required to provide training to all its employees. This would ensure customer satisfaction and the overall success of the company.

Charan, R. (2010). Profitable growth. Leadership Excellence, 27(11), 3-5.

Da Silva, J., Tadashi, O., & Kikuo, N. (2005). Look through and beyond the TQM horizon: Lessons learned from world-class companies. The TQM Magazine, 17(1), 67-85.

Pollitt, D. (2008). Experiential training ensures customer service in ship-shape at Stena. Training & Management Development Methods, 22(3), 557-561.

Price, B. (2011). Being a customer service leader. The American Salesman, 56(3), 21-24.

Schlocker, D. (2004). Secret service: Hidden systems that deliver unforgettable customer service. Journal of Applied Management and Entrepreneurship , 9(1), 159-162.

Triest, S., Bun, M., Raaij, E., & Vernooij, M. (2008). The impact of customer-specific marketing expenses on customer retention and customer profitability. Journal of Applied Management and Entrepreneurship , 9(1), 159-162.

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IvyPanda. (2019, May 20). Customer Satisfaction and Service. https://ivypanda.com/essays/customer-service-research-paper/

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IvyPanda . 2019. "Customer Satisfaction and Service." May 20, 2019. https://ivypanda.com/essays/customer-service-research-paper/.

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Best Customer Service Dissertation Topics Ideas For FREE

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Customer service is all about making your customers satisfied with your performance and improving your ways to answer the queries of the customers. We have experts specialising in this field who are well aware of almost all the topics and subtopics falling under the customer service umbrella and provide the best services from dissertation proposal writing to your final defence.

So, get connected with our Online Dissertation Help Services and find a way for yourself to get top ideas and topics in the customer service domain. This is the right time to have your topics from our experts for FREE and in no time.

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There is a huge list of features and characteristics that we offer as you avail of our customer service dissertation topic creation service. Let’s review some fantastic key points from that list.

• Our topics are research-driven making them researchable.
• We make sure that the topics are not too narrow or too broad.
• All the topics are directed to your interests and preferences.
• Strategic keywords are included for better search optimisation.
• We offer an iterative process to refine and enhance topics.
• You are given a chance to collaborate with seasoned writers.

List Of Customer Service Dissertation Topics In UK

Let’s quickly dive into the list of topics that our experts have created for you as you demand business dissertation topics and for other disciplines. You are open to selecting any of the topics from this list. You can modify any topic for improvement or can also fill out the form to ask us for fresh topics.

1. Examine the influence of the customer services on the customer Satisfaction and consumer decision making procedure

The aim of this study is to examine the influence of the customer services on the customer satisfaction and their decision making procedure. The objectives are as follows

• To investigate the impact of customer service on customer satisfaction and repeat purchase decisions.
• To analyses the factors that influence of customer service on customer Satisfaction and consumer decision making procedure.
• To determine how customer service can affect the customer satisfaction and purchase decision of consumers.
• To provide the recommendation to improve the customer services that can enhance the customer satisfaction and consumer decision making procedure.

2. Impact of the Digital transformation strategies on customer services and customer experience.

Aim & objectives.

• To determine the impact of digital transformation on the customer services and their experience in the UAE.
• To identify the challenges faced by SMEs in adopting digital technologies in the UAE.
• To explore the factors that contribute to successful digital transformation in SMEs in the UAE.
• To provide recommendations for policymakers and SMEs on how to overcome the challenges associated with digital transformation and leverage digital technologies to achieve sustainable growth and competitiveness

3. Assessing the effectiveness of the customer services in the healthcare Organization and their effect on the patient satisfactions.

The aim of this study is to evaluate the effectiveness of the customer services in the healthcare Organization and their effect on the patient satisfactions. The objectives are as follows:

• To evaluate the current customer services practices implement in the healthcare organization.
• To identify the factors that impact on the customer satisfaction within the healthcare setting.
• To examine the role of the health care staff to provide the effective customer services.
• To recommend the strategies and practices for improving the Customer services and healthcare services quality.

4. Impact of Block chain Technology on the enhancement of Customer services in the Retail industries.

The aim of this study is to identify the impact of the Block chain technology on the enhancement of the Customer services in the Retail Industries.

• To analysis the impact of block chain technology in enhancing customer services in the Retail sector.
• To determine the factors that affecting block chain technology in enhancing customer services management in the Retail Industry.
• To identify the challenges that are making difficulties in enhancing Customer services in the Retail sector.
• To provide recommendations for improving block chain technology in enhancing customer services in the Retail sector.

5. Examine the factors of the Organizational that affecting the implementation of the effective customer service.

The aim of this study is to examine the factors of the Organizational that affecting the implementation of the effective customer service. The objectives are as follows:

• To evaluate the impact of the effective customer services of the organization.
• To analysis the factors that affecting customer services in the organization.
• To relation between the employee training and customer services in the organization

6. Investigate the influence of the Artificial intelligence on the changing approach of the Customer services and their satisfaction.

The aim of this study is to analysis the influence of the Artificial intelligence on the changing approach of the Customer services and their satisfaction. The objectives are as follows:

• To examine the influence of the Artificial intelligence on the changing approach of the Customer services and their satisfaction.
• To identify the potential benefits of Artificial intelligence on improving the Customer services and their satisfaction.
• To analysis the relationship between Artificial intelligence and customer services and experience.

7. The impact of e-customer satisfaction and e-trust on consumer services and repurchase intention in B2C segment.

The aim of study is to examine the influence of e-customer satisfaction and e-trust, consumer services and repurchase intention in B2C segment. The objectives are follows:

• To examine the effect of e-customer satisfaction and e-trust on customer services and their intention of repurchase.
• To examines the role of online experience on the customer services and purchase intention.
• To recommend the effective strategies of e-customer satisfaction and e-trust, consumer services and repurchase intention in B2C segment.

8. Examine the integration of Omni channel in customer service and its effects on customer service effectiveness.

The aim of this study is to explore the Omni channel in customer service and its effects on customer service effectiveness. The objectives are as follows:

• To assess the effects of political decisions and regulatory actions on the management of offshore natural resources, particularly in the No
• To examine the implication of Omni channel in customer service and its effects on customer service effectiveness.
• To analysis the types of the Omni channel in customer service that effects on customer services.
• To identify the relation between the customer service quality to satisfy and reatain rhe customers.

9. Examine the effect of the customer service and customer loyalty during the period of the COVID-19 in the Hospitality industry.

The aim of this study is to analysis of the effect of the customer service and customer loyalty during the period of the COVID-19 in the Hospitality industry. The objectives are as follows

• To analysis of the effect of the customer service and customer loyalty during the period of the COVID-19 in the Hospitality industry.
• To examine the role of customer service impact on the customer decisions during the pandemic.
• To analysis the customer services influenced revenue in the hospitality industry during the pandemic.
• To recommend the strategies and practice employed in hospitality businesses to maintain customer services with the loyalty.

10. Influence of the big data analytics in the customer services management and its impact on the customer experience.

The aim of this study is to examine the impact of the big data analytics in the customer services management and its impact on the customer experience

• To access the big data analytics in the customer services management and its impact on the customer experience.
• To determine the efficiency of customer service operations with implementing big data analytics.
• To recommend best practice to enhance the big data analytics in the customer service management of the organisation.

11. Examining the Role of Omnichannel Customer Service Strategies in Improving Brand Reputation

The purpose of this research subject is to find out how omnichannel customer service tactics may improve brand reputation. Omnichannel methods aim to provide a unified and consistent customer experience by facilitating smooth consumer interactions across many channels, including social media, offline, and online. The primary objective is to evaluate the extent to which omnichannel customer service tactics aid in the establishment of a favourable brand image. It aims to ascertain if consumer impressions of a brand are influenced by consistent, tailored, and easy customer service experiences across channels.

• To assess how omnichannel customer service tactics are being used and adopted across different sectors.
• To evaluate omnichannel interactions’ impact on consumer loyalty and satisfaction.
• To examine the relationship between better brand reputation and successful omnichannel initiatives.

12. Analysing the Dynamics of Proactive Customer Service for increasing Customer Engagement

In order to increase customer engagement, this research tries to thoroughly evaluate proactive customer care tactics. The goal of proactive customer service is to recognize and meet the requirements of your clients before they become apparent. The present research examines the tactics, technology, and communication channels used to accomplish this objective, and evaluates their influence on consumer involvement, contentment, and commitment. The main objective is to examine the dynamics of proactive customer service across different sectors in order to ascertain the most efficient means of enhancing customer engagement. In order to help businesses build more meaningful and long-lasting connections with their consumers, this research aims to identify best practices and insights.

• To examine the use of proactive customer service techniques and their prevalence.
• To evaluate how proactive customer service affects measures for consumer engagement.
• To determine the crucial elements and technology that make proactive service efforts succeed.

13. Analysing the Role of Digital marketing in Improving Customer Service and Shopping Experience.

Understanding digital marketing’s critical role in improving customer service and the whole purchasing experience is the goal of this research. It looks at how social media interaction, online advertising, tailored content, and other digital marketing techniques affect the quality of customer service and how consumers behave when they purchase. Evaluating how digital marketing affects customer service and the purchasing experience is the main goal. The purpose of this research is to better understand how digital marketing initiatives that are successful may improve consumer happiness and loyalty, streamline shopping experiences, and develop stronger customer connections.

• To investigate the connection between the quality of customer service and digital marketing initiatives.
• To assess how individualized digital marketing material affects consumer engagement.
• To investigate how social media affects how consumers perceive companies and engage with them.

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14. Analysing the benefits of Virtual Try-On Technology for Improving Customer Service in the Fashion Retail Industry

The primary objective of this study is to examine the incorporation of virtual try-on technologies, namely augmented reality (AR) and virtual reality (VR), inside the fashion retail industry. This study examines the potential impact of immersive technologies on the customer service experience. Specifically, it explores the ways in which these technologies might transform the process by enabling consumers to virtually test apparel and accessories, get tailored suggestions, and engage in a more dynamic purchasing environment. The main objective of this study is to evaluate the influence of virtual try-on technology on enhancing customer service within the fashion sector. The objective of this research is to investigate the potential impact of these technologies on enhancing customer happiness, minimizing product returns, and stimulating sales both in online and physical retail environments.

• To assess how well fashion stores have adopted and are using virtual try-on technology.
• To assess how satisfied customers are with virtual try-on experiences and how they perceive them.
• To examine how technology for virtual try-ons affects consumer loyalty and purchasing choices.

15. Examining the Role of Personalisation and Technology for Improving Customer Service in the Airline Industry.

The focus of this research is the airline sector, and it looks at how personalization tactics and technological advancements might be used to improve customer experience. It looks at the ways that airlines may use chatbots driven by AI, digital technologies, and passenger data to provide effective, efficient, and memorable customer experiences. The main objective is to examine how customization and technology improvements affect customer service in the airline industry. The purpose of this research is to determine how these factors may increase customer satisfaction, loyalty, as well as operational effectiveness.

• To investigate the landscape of airline customer service and the acceptance and efficacy of technology-driven solutions.
• To evaluate how suggestions and personalised services might improve the traveller experience.
• To examine consumer opinions and comments on the airline industry’s use of technology and personalisation.

16. Impact of Digital Interfaces and Telehealth in Improving Customer Service

This study focuses on the healthcare sector and examines the disruptive impacts of telehealth and digital interfaces on customer service. This study explores the potential benefits of telehealth technology, remote consultations, and user-friendly digital interfaces in improving patient experiences, increasing accessibility, and enhancing satisfaction within healthcare services:

• To analyse the utilisation and adoption of digital interfaces and telehealth services within the healthcare organisations.
• To gauge how satisfied patients are with their telehealth experiences and online communications with medical professionals.
• To investigate how telehealth and digital interfaces affect patient outcomes, accessibility, and healthcare efficiency.

17. Analysing the Role of Sustainable Practices in Elevating Customer Service – A Case of Hotel Industry

Through an examination of how sustainable practices might be used to improve customer service, this research examines the hospitality industry, particularly hotels. In order to provide visitors a more pleasurable and ecologically aware stay, it explores the use of eco-friendly initiatives, responsible tourism, and green technology in the hotel business.

• To evaluate the implementation and efficacy of eco-friendly facilities, trash minimization, and energy efficiency in hotels.
• To assess how satisfied and knowledgeable hotel guests are about sustainable efforts and how they affect their stay.
• To investigate the contribution of sustainability to luring eco-aware tourists and enhancing hotel brand recognition

18. Exploring the Integration of Customer-Centric Approaches and FinTech for Improving Customer Service in the Banking Industry

Using customer-centric methods and financial technology (FinTech) solutions, this research focuses on the banking sector and investigates how to enhance customer service. It looks at how cutting-edge FinTech innovations—like mobile banking applications, and AI-powered financial advice—can be used to provide smooth, customized banking experiences that will eventually increase client happiness and loyalty.

• To examine how well FinTech solutions have been implemented and are successful in the banking sector.
• To assess how satisfied customers are with banking experiences that are fuelled by fintech.
• To investigate how improving client relationships may be achieved via customer-centric strategies like tailored financial advice.

19. Impact of Personalisation and Technology in Optimising Customer Service – A Case of Restaurant Industry

This research examines how technology and personalised methods may be used to improve customer service with an emphasis on the restaurant business. In order to create a more smooth, pleasurable, and customer-focused eating environment, it looks into the usage of mobile applications, digital ordering systems, and tailored dining experiences.

• To evaluate how well technology-driven solutions are being implemented and used in the restaurant business.
• To assess how satisfied customers are with technology-enhanced eating experiences and their impressions of it.
• To investigate the contribution of personalized services to improving client interactions, such as tailored menus and suggestions.

20. Analysing the Role of After-Sale Support and Technology in Improving Customer Service – A Case of Automotive Industry

The purpose of this research is to better understand how technology and post-purchase assistance might improve customer service in the automobile sector. It looks at how manufacturers and dealerships may use digital service platforms and linked cars to provide proactive and customized after-sales care, which will increase customer satisfaction as well as brand loyalty.

• To examine how well technology-driven solutions are being implemented and used in the after-sales service of the car industry.
• To assess how satisfied customers are with technology-enhanced post-purchase assistance.
• To investigate how predictive maintenance and individualized service suggestions might enhance client relationships.

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It's in the cloud —

After breach, senators ask why at&t stores call records on “ai data cloud”, at&t ditched internal system, stores user call logs on "trusted" cloud service..

Jon Brodkin - Jul 17, 2024 6:48 pm UTC

US senators want AT&T to explain why it stores massive amounts of call and text message records on a third-party analytics platform that bills itself as an "AI Data Cloud."

AT&T revealed last week that "customer data was illegally downloaded from our workspace on a third-party cloud platform," and that the breach "includes files containing AT&T records of calls and texts of nearly all of AT&T's cellular customers." The third-party platform is Snowflake, and AT&T is one of many Snowflake corporate customers that had data stolen. Ticketmaster is another notable company affected by the breach.

AT&T and Snowflake each got letters yesterday from US Sens. Richard Blumenthal (D-Conn.) and Josh Hawley (R-Mo.), the chair and ranking member of the Senate Judiciary Subcommittee on Privacy, Technology, and the Law. The senators asked AT&T CEO John Stankey to answer a series of questions, including this one:

Why had AT&T retained months of detailed records of customer communication for an extended amount of time and why had AT&T uploaded that sensitive information onto a third party analytics platform? What is AT&T policy, including timelines, concerning retaining and using such information?

AT&T's disclosures to customers and to the Securities and Exchange Commission didn't explain how Snowflake is used by AT&T. Snowflake's website says the company's cloud platform provides opportunities for collaborating and sharing data:

Powering the AI Data Cloud is Snowflake's single platform. Its unique architecture connects businesses globally, at practically any scale to bring data and workloads together. Together with the Snowflake Marketplace which simplifies the sharing, collaborating, and monetizing of thousands of datasets, services, and entire data applications—this creates the active and growing AI Data Cloud.

AT&T a featured customer

There was already a public explanation for why AT&T uses Snowflake, but it's written in marketing speak and isn't likely to directly answer the senators' questions. Sometime before the hacks, Snowflake posted a glowing case study on how AT&T lowered costs and gained "faster insights" by switching from internal systems to Snowflake.

Snowflake says it provides a telecom-focused AI Data Cloud service that helps firms like AT&T "improve customer experiences, maximize operational efficiency and increase profitability by reducing costs and monetizing new data products." AT&T's decision to move data to Snowflake apparently allowed it to abandon "complex on-premises systems, including Hadoop" that "were slowing down business."

"The Snowflake Data Cloud has given us the power to harness and integrate data to create insights," AT&T Chief Data Officer Andy Markus is quoted as saying in the promotional material. "With data at our fingertips, we are growing revenue, becoming more cost effective and, most importantly, improving the customer experience."

Markus said the previous internal system made it hard to collaborate with other companies. "Prior to Snowflake, we had a very complex data environment on-premises," Markus said. "That led to a more ineffective operating environment for our business partners, both from a speed and cost perspective."

With Snowflake, AT&T is said to have "a powerful, easy-to-use data management system that efficiently processes hundreds of petabytes of data every day." This makes it easier to share data.

"Using Hadoop for storage and processing, AT&T's monolithic on-premises data warehouse hampered the team from collecting, storing, sharing and processing its vast stores of data," the customer case study said. "By moving to the Snowflake Telecom Data Cloud, Markus and his team achieved their goal of democratizing data across the business."

Snowflake boasted that because of its cloud platform, "this leading telecom provider uses data to advance innovation, create new revenue streams, optimize operations and, most importantly, better connect people to their world."

AT&T said it uses “trusted” cloud providers

When contacted by Ars today, AT&T provided a statement in response to the senators' questions about its use of Snowflake. "Like most companies that deal with large amounts of data, AT&T often uses specialized and trusted cloud services platforms for various functions. These platforms enable companies to work with large amounts of data in a centralized place. In this case, AT&T had put a copy of the data on the third-party platform for analysis related to our business," AT&T told us.

AT&T added that it "analyzes historical customer data for uses that include network planning, capacity utilization, and developing new services and offers."

AT&T did not provide specifics on how long it retains data. "We set our data retention periods depending on the type of personal information, how long it is needed to operate the business or provide our products and services, and whether it is subject to contractual or legal obligations. These obligations might be ongoing litigation, mandatory data retention laws, or government orders to preserve data for an investigation," the company said today.

We also asked Snowflake for details on exactly how phone companies use its platform. A Snowflake spokesperson did not answer our question but told us that the company will respond directly to the senators.

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