Importance of Customer Service Essay Sample

Customer service is the support offered to customers that helps to provide an easy and enjoyable experience with your company. Customer service is about going above and beyond to keep the customers happy. Answering their questions, addressing concerns, and simply listening allows the customer to know you are putting them first. It is about the clear communication between the customer and business, making sure that the customer is content. Even by resolving their issues with a positive attitude, it is an important part of the promise your company makes to ensure your customer’s needs are being met. To provide quality customer service, there are many rules to ensure quality service. Being helpful, listening, and taking the extra step are all important. The biggest rule is that employees of the company must be trained properly. Companies must train their staff first and foremost because if a customer’s needs are poorly met, this will affect how satisfied the customer is or not at all. If the employee is not taught the knowledge on how to satisfy their customer, this not only affects business but the customers perceptions as well. That being said, employee training has a positive and negative impact on customer satisfaction in customer service. 

In the hospitality industry, the direct interactions between the consumer and business are crucially important. Businesses simply do not exist without customers. Catering to the needs of each customer is key to customer retention, to create loyal returning clients. To provide excellent customer service, the culture of aiding customers must be widespread throughout the organization. This creates a powerful work environment, where the goal for all staff as a team is to make each and every customer happy and do what it takes to get there. When quality customer service is understood, employees become empowered and only strive to succeed more with the organization. Satisfying customers leads to a successful business, and that's where the initiative will be taken to keep providing quality service across the board. Overall, this training is an important tool that businesses use to ensure all employees within this culture are on the same page. As a necessary part of onboarding, you may have to pour some money and mainly time into it. According to the ATD report, employers use an average of 33.5 training hours per employee (Gray).  Despite the process, in the long run, successful training helps to provide more revenue for the business and increase employee retention. Training the employees properly the first time helps to reduce the risk of employee turnover. In the same report, one study found that 43.98% of employee turnovers take place within the first six months (Gray). Since training and the onboarding process also take place during this time, making sure training methods are effective is crucially important. Otherwise, the process may have to start over, taking away more time and money for your business a second time. 

Effective training methods provided by your employer help to create star employees. By being trained with the proper knowledge of customer service consumers are happier with their experience. In the archive, Customer Service Delivery Research and Best Practice, the third chapter goes into research of using employee perspectives to improve organizational performances. In training, employees have written development plans to take advantage of the skill opportunities that exist within the company, they have the training to perform their current jobs well, and new employees are oriented and able to come up to speed quickly, without undue burden on existing staff (Fogli, Lawrence 56). When looking at the results of training, employees understand their role in the organization, and now have enough information to do their jobs. There is a larger opportunity for teamwork, as the employees can collectively strive to achieve their individual goals. Employee retention and satisfaction are now created as the employee can now see their value and are satisfied with their organization’s work. Employees value their relationship with the organization and have no short-term interest in leaving (Fogli, Lawrence 57). Employee motivation is also evident. According to the study “Impact of employee motivation on employee performance,” it is considered a force that drives the employees toward attaining specific goals and objectives of the organization. Nowadays, it is one of the sizzling  issues in organizations since everyone wants to make the best use of their financial and human resources (Shahzadi). By the organization providing all the tools and knowledge to this employee, are skills developed as the employee can now effectively work successfully for the company. Understanding the true values of the organization helps to properly serve customers so their needs are met. Proper training has a positive impact on customer service ensuring that customers are happy, as well as the employees with themselves. 

Although quality customer service is important, sometimes it is not always what the customers receive. In the web archive, The effect of employee training and participation on customer satisfaction, does Jacob Zulnaidi dig deeper into the true impact of poor training and the impact it has on the customers. It is stated that “Training is essential for organizational aims, to develop effective and positive employee attitudes...This report revealed the positive outcome of employee training on both employee and customer satisfaction. The training itself is found to be one of the most important factors for employees to remain motivated in performing their jobs, because training provides them with new skills and knowledge, both of which require them to perform their jobs.” In addition, “Training would enable employees to improve their knowledge and skills related to their work, which later becomes translated into higher productivity…” The archive supports the idea that training has a direct correlation to both employee and customer satisfaction. Proper training has many opportunities including employee retention, customer retention, and even employee empowerment in the workplace. It is evident that through improper training, there is no chance for any of this. Poor training falls back to how that employee handles customers and how they are treated/serviced. Employee training can harmcustomer service and satisfaction.

In conclusion, it can be proven that employee training has a direct correlation with customer satisfaction within customer service. There are many factors that are impacted by this, but most importantly, poor and proper training affects the individual, the organization, and the customer's experience. This research has shown many insights on the positive and negative aspects of training, as well as the impact on customer service. Any business values quality customer service as there is the need to keep customers and clients happy. Within the hospitality industry specifically, customer service is even more crucial as guests need to be engaged in order for repeat business and referral purposes. If customers are happy with their experiences, there is an increased chance they will create a positive word of mouth and help your business succeed. To ensure that the organization values this quality service, it is important to properly train staff in accordance with this. Knowing how to fix problems and solve them with a positive attitude is a helpful skill for anyone to learn. It is important through proper training to learn this skill set and understand why quality customer service is so important. Happy customers make happy employees. By ensuring customer satisfaction are employees happier and more confident in their work. Proper training creates an empowering work environment, where the employee values themselves and the company. Strong quality customer service is achieved when the employees are happy, and the customers are happy as well.

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Essay Samples on Customer Service

The majority of Business Management and Marketing college students are forced to compose essays dealing with customer service challenges at least once per week, which makes it relatively difficult to come up with fresh topics. If you are looking for inspiration and want to learn how to write about customer service issues, you can check our free customer service essay examples. Learning this way always makes things easier and shows how to start writing and shaping ideas into words. Starting with an introduction and up to the conclusion part with a thesis restatement, these samples have all the necessary elements to help you compose an excellent customer service paper in no time. Just take your time to study each paragraph and check the structure mentioned in your grading rubric requirements.

The Importance of Service: Unlocking the Essence of SERVQUAL Model

Introduction The importance of service quality in the food and beverage industry has been widely recognized in the literature, as demonstrated by Hugh, Bill & Carmel (2007) and Parasuraman (1985). The value of service to the customer is a key aspect of service quality, encompassing...

  • Customer Service

The Role of Service Culture in Customer Loyalty

Introduction The purpose of this essay is to explain how successful or unsuccessful service culture may contribute to negative and positive encounters. I believe that customer service plays a huge role in customer loyalty. I will be sharing my delightful experience with Changi Airport Group...

  • Organizational Culture

Hospitality Work Experience: Skills Development and Effective Communication

Introduction First-year students were given an opportunity to have work experience in the Front of House, Food and Beverage and Housekeeping departments during November and December. Therefore, I chose to take this opportunity to gain experience in all of following departments shown previously. I thought...

  • Hospitality
  • Work Experience

Modern-Day Saviour: How the Retail Industry Makes Our Lives Easier

Retail is that the method of selling commodity or services to customers so as to form a profit through multiple distribution channels. Retailers meet the demand identified by a supply chain. The term 'retailer' is usually applied where a service provider fills the tiny orders...

Combination of Success: the Blend of Marketing and Customer Value

Marketing can be broadly defined as the communication channel linking a product or service to the targeted customers. Creation of value for customers is a critical task for marketers. From a customer's perspective, customer value is what they 'get' (benefits) relative to what they have...

  • Marketing Strategy

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Balanced Scorecard and Financial Perspective

Balanced scorecard is a performance measurement tool which identifies the issues and provides a framework to take appropriate actions to improve internal processes of a business and their subsequent external results. It is utilized to quantify and give feedback to companies. Data gathering is vital...

  • Balanced Scorecard

Impact Of Hotel Service Quality On The Customers Interest In Indonesia

Business development in Indonesia is one of the phenomena that a very interesting business to learn of. And globalization in economic aspect makes that increasingly opened the opportunity for foreign entrepreneurs to compete in the net of local consumers. The impact of globalization caused the...

The Comparative Analysis of Krispy Kreme and Dunkin' Donuts Franchises

According to Wiersbitzky (2014), “Fresh popcorn is near impossible to resist, second only to fresh doughnuts.” (p.128). There is no doubt that the doughnut industry has made outstanding progress to an extent where doughnuts have become an eminent food around the world most commonly among...

  • Dunkin Donuts

Business Analytics in a Sustainable World in British Airways

Company Description British Airways is a huge international airline, which is based in London’s Heathrow Airport. It is considered to be the largest airline in the United Kingdom in terms of its physical size, number of international flights and the possible destinations. Additionally, British Airways...

  • British Airways

Watch Quality Identification Method and Customer Rights

With the advancement of technology, the quality of watches has changed a lot from the past to the present. In theory, a few seconds of error will occur in a few hundred years. What are the methods for quality identification of watches? Nowadays, there are...

The History of Service and Offer Development on Ebay

eBay Inc., which grounded in San Jose, California, is an American multinational e-commerce corporation that facilitates consumer-to-consumer (C2C) and business-to-consumer (B2C) sales through its online website and application software. In the year of 1995, eBay is founded by Pierre Omidyar, where he served as chairman...

The Experience of Dissatisfaction with Southwest Airlines

Summary Southwest Airlines was organized due to the “consumer dissatisfaction with the service of existing carriers” and the increasing need for an air service between the cities; Houston, Dallas-Fort Worth, and San-Antonio. Braniff International Airways and Texas International Airlines were initially considered the biggest competitors,...

  • Southwest Airlines

The Effectiveness of Performance Evaluation by Mystery Shoppers

In this topic we will seek for a relation between using mystery shoppers technique and effectiveness in the banking sector. Mystery Shoppers are used worldwide by services to evaluate the performance of their front-line employees. An online survey of mystery shoppers compares the reality of...

  • Mystery Shopper

Pitfalls and Benefits of Using the Mystery Shopping

In Marketing term Mystery Shopping is the exercise of collecting surveys through training field employees so as to calculate customer research and service, operations, merchandising and goods or services quality. After finding out the survey they give back the collected to commission organisation. So lets...

  • Marketing Management

Improving Customer Experience And Performance: A Mystery Shopper Case Study

General Description of the Research Method: Case Study Case study method was first defined by Benbasat et al. (1987, p. 370) as “examining a phenomenon in its natural setting, employing multiple methods of data collection to gather information from one or few entities (people, groups...

Trivago'S Service Marketing Challenges & Recommendations

Three Main Challenges Most Service Products Cannot be Inventoried It provides an online searching, comparing and booking hotel rooms service for customer. The service they provide is intangible in neuter, and due to the nature of the serves it cannot be stored so, booking a...

  • Knowledge Management
  • Service Marketing

Main Threat to Ryanair Airlines Business and How the Company Should Manage It

The main threat of Ryanair faces its operation system, the rising cost of fuel and the the growth of the airline industry. Every expense grew of the fuel, increasing activity levels, and cost associated with the growing airline industry all posed a threat to Ryanair....

  • Strategic Planning

The Challenges Ryanair Airlines Faces in the Maintenance of High Customer Satisfaction and Morale of Its Employees

Most common form of negotiation between airports and airlines is price rebate on input charges. Since this practice results in downstream competition between airlines it often leads to legal proceedings by authorities. EU has alleged Ryanair of obtaining illegal state aids possibly offered by Charleroi...

  • Employee Engagement

Factors That Helped Dell Co's Success

Dell’s Overview Michael Dell, in 1984, founded the Dell Computer Corporation. Initially he started it from his dorm room with $1K investment and sooner gained much attention by providing customers a quality product at cheap rates. Additional features then were included a 24 hours customer...

The Pestle Analysis of British Airways Business

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The Role of a Credit Underwriter

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ADA Issue on Gift Card Accessibility for People with Disabilities

It is a little-known fact that, in 1994, Blockbuster video was the first store to display pre-paid gift cards for sale. Unlike VHS rentals, the gift card industry has only grown in popularity. Gift cards from major retailers are at the top of many holiday...

  • Gift Card Industry

Influence of Grocery Store Image on Customer Preference

Jayanthi and Vennila (2018) conducted a research study on 'Customers’ Preference towards Departmental Stores'. Data for the study have been collected through issuing well-structured questionnaire to 218 customers in Pollachi Taluk by adopting convenience sampling technique. The data is analysed by using Simple Percentage, Weighted...

  • Grocery Store

Account of a Service Experience in the Hotel Industry

I worked in a metropolitan hotel as my second internship. It located in Harbin, which is my hometown. The owner of this hotel is my uncle and he has run almost ten years with an excellent reputation. I did my first internship in a sushi...

A Report On Local Businesses Analysis

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  • Business Analysis

Case Study Analysis On The Maintenance Of The Brand Image

INTRODUCTION The purpose of this case study is to analyze the China Enterprise for the Levendary Café and propose possible solutions to the challenges encountered in maintenance of the brand image, especially with the new management in place. BACKGROUND Howard Leventhal, is the departing CEO...

Analysis Of Business Of Family Mart

Family Mart is a Japanese convenience store franchise chain and it is owned by FamilyMart Co.,Ltd. They are focus in provide convenience services to customers around their life circle. They are promote “Summer Fun & Fresh” promotion start from 18 July to 28 August 2018....

  • Business Insider

Positive Psychology Perspective For E-Customer Retention

Adding positive value on after-sales services increase customer satisfactionIf retailers understand customers wants and need beforehand they can provide best online experience, (Li and Zhang 2002) which can be gained by evaluating psychological state of consumers who shop online and by observing their behaviour and...

  • Customer Relationship Management
  • Positive Psychology

Paid Memberships As A Way Of Revenue Enhancement

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  • Digital Era

Relationship Between Customer Satisfaction And Revisit Intention

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  • Consumer Behavior

The Role Of Customer Segment Identification In Retail Business

Retail is no exception, entering a new era of predictive commerce. There are many advantages for online retailing when compared to offline in which the flexibility for changing price of the product is more. Online retailers are able to accurately track the customer’s interactions with...

The Role Of Shopper Protection Laws In Our Lives

Mainly the choices of food and the quality of nutritional diet depends on the regulations and policies implemented directly or indirectly. It adversely affects the costs of producing commodities as it affects the prices of consumer goods. Governments are frequently in prices of installing region...

  • Consumer Protection

Changes In The Structure Of The Customer Service Centre In RR Company

Introduction Every company reaches a point where it reconsiders changing how it does things to serve their customers properly and keep the business making the highest amounts of profits. This paper will aim at RR as a company which is considering changing its structure of...

Best topics on Customer Service

1. The Importance of Service: Unlocking the Essence of SERVQUAL Model

2. The Role of Service Culture in Customer Loyalty

3. Hospitality Work Experience: Skills Development and Effective Communication

4. Modern-Day Saviour: How the Retail Industry Makes Our Lives Easier

5. Combination of Success: the Blend of Marketing and Customer Value

6. Balanced Scorecard and Financial Perspective

7. Impact Of Hotel Service Quality On The Customers Interest In Indonesia

8. The Comparative Analysis of Krispy Kreme and Dunkin’ Donuts Franchises

9. Business Analytics in a Sustainable World in British Airways

10. Watch Quality Identification Method and Customer Rights

11. The History of Service and Offer Development on Ebay

12. The Experience of Dissatisfaction with Southwest Airlines

13. The Effectiveness of Performance Evaluation by Mystery Shoppers

14. Pitfalls and Benefits of Using the Mystery Shopping

15. Improving Customer Experience And Performance: A Mystery Shopper Case Study

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  • Women in The Workforce
  • Corporate Social Responsibility

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How to Write an Essay Introduction (with Examples)   

essay introduction

The introduction of an essay plays a critical role in engaging the reader and providing contextual information about the topic. It sets the stage for the rest of the essay, establishes the tone and style, and motivates the reader to continue reading. 

Table of Contents

What is an essay introduction , what to include in an essay introduction, how to create an essay structure , step-by-step process for writing an essay introduction , how to write an introduction paragraph , how to write a hook for your essay , how to include background information , how to write a thesis statement .

  • Argumentative Essay Introduction Example: 
  • Expository Essay Introduction Example 

Literary Analysis Essay Introduction Example

Check and revise – checklist for essay introduction , key takeaways , frequently asked questions .

An introduction is the opening section of an essay, paper, or other written work. It introduces the topic and provides background information, context, and an overview of what the reader can expect from the rest of the work. 1 The key is to be concise and to the point, providing enough information to engage the reader without delving into excessive detail. 

The essay introduction is crucial as it sets the tone for the entire piece and provides the reader with a roadmap of what to expect. Here are key elements to include in your essay introduction: 

  • Hook : Start with an attention-grabbing statement or question to engage the reader. This could be a surprising fact, a relevant quote, or a compelling anecdote. 
  • Background information : Provide context and background information to help the reader understand the topic. This can include historical information, definitions of key terms, or an overview of the current state of affairs related to your topic. 
  • Thesis statement : Clearly state your main argument or position on the topic. Your thesis should be concise and specific, providing a clear direction for your essay. 

Before we get into how to write an essay introduction, we need to know how it is structured. The structure of an essay is crucial for organizing your thoughts and presenting them clearly and logically. It is divided as follows: 2  

  • Introduction:  The introduction should grab the reader’s attention with a hook, provide context, and include a thesis statement that presents the main argument or purpose of the essay.  
  • Body:  The body should consist of focused paragraphs that support your thesis statement using evidence and analysis. Each paragraph should concentrate on a single central idea or argument and provide evidence, examples, or analysis to back it up.  
  • Conclusion:  The conclusion should summarize the main points and restate the thesis differently. End with a final statement that leaves a lasting impression on the reader. Avoid new information or arguments. 

introduction for customer service essay

Here’s a step-by-step guide on how to write an essay introduction: 

  • Start with a Hook : Begin your introduction paragraph with an attention-grabbing statement, question, quote, or anecdote related to your topic. The hook should pique the reader’s interest and encourage them to continue reading. 
  • Provide Background Information : This helps the reader understand the relevance and importance of the topic. 
  • State Your Thesis Statement : The last sentence is the main argument or point of your essay. It should be clear, concise, and directly address the topic of your essay. 
  • Preview the Main Points : This gives the reader an idea of what to expect and how you will support your thesis. 
  • Keep it Concise and Clear : Avoid going into too much detail or including information not directly relevant to your topic. 
  • Revise : Revise your introduction after you’ve written the rest of your essay to ensure it aligns with your final argument. 

Here’s an example of an essay introduction paragraph about the importance of education: 

Education is often viewed as a fundamental human right and a key social and economic development driver. As Nelson Mandela once famously said, “Education is the most powerful weapon which you can use to change the world.” It is the key to unlocking a wide range of opportunities and benefits for individuals, societies, and nations. In today’s constantly evolving world, education has become even more critical. It has expanded beyond traditional classroom learning to include digital and remote learning, making education more accessible and convenient. This essay will delve into the importance of education in empowering individuals to achieve their dreams, improving societies by promoting social justice and equality, and driving economic growth by developing a skilled workforce and promoting innovation. 

This introduction paragraph example includes a hook (the quote by Nelson Mandela), provides some background information on education, and states the thesis statement (the importance of education). 

This is one of the key steps in how to write an essay introduction. Crafting a compelling hook is vital because it sets the tone for your entire essay and determines whether your readers will stay interested. A good hook draws the reader in and sets the stage for the rest of your essay.  

  • Avoid Dry Fact : Instead of simply stating a bland fact, try to make it engaging and relevant to your topic. For example, if you’re writing about the benefits of exercise, you could start with a startling statistic like, “Did you know that regular exercise can increase your lifespan by up to seven years?” 
  • Avoid Using a Dictionary Definition : While definitions can be informative, they’re not always the most captivating way to start an essay. Instead, try to use a quote, anecdote, or provocative question to pique the reader’s interest. For instance, if you’re writing about freedom, you could begin with a quote from a famous freedom fighter or philosopher. 
  • Do Not Just State a Fact That the Reader Already Knows : This ties back to the first point—your hook should surprise or intrigue the reader. For Here’s an introduction paragraph example, if you’re writing about climate change, you could start with a thought-provoking statement like, “Despite overwhelming evidence, many people still refuse to believe in the reality of climate change.” 

Including background information in the introduction section of your essay is important to provide context and establish the relevance of your topic. When writing the background information, you can follow these steps: 

  • Start with a General Statement:  Begin with a general statement about the topic and gradually narrow it down to your specific focus. For example, when discussing the impact of social media, you can begin by making a broad statement about social media and its widespread use in today’s society, as follows: “Social media has become an integral part of modern life, with billions of users worldwide.” 
  • Define Key Terms : Define any key terms or concepts that may be unfamiliar to your readers but are essential for understanding your argument. 
  • Provide Relevant Statistics:  Use statistics or facts to highlight the significance of the issue you’re discussing. For instance, “According to a report by Statista, the number of social media users is expected to reach 4.41 billion by 2025.” 
  • Discuss the Evolution:  Mention previous research or studies that have been conducted on the topic, especially those that are relevant to your argument. Mention key milestones or developments that have shaped its current impact. You can also outline some of the major effects of social media. For example, you can briefly describe how social media has evolved, including positives such as increased connectivity and issues like cyberbullying and privacy concerns. 
  • Transition to Your Thesis:  Use the background information to lead into your thesis statement, which should clearly state the main argument or purpose of your essay. For example, “Given its pervasive influence, it is crucial to examine the impact of social media on mental health.” 

introduction for customer service essay

A thesis statement is a concise summary of the main point or claim of an essay, research paper, or other type of academic writing. It appears near the end of the introduction. Here’s how to write a thesis statement: 

  • Identify the topic:  Start by identifying the topic of your essay. For example, if your essay is about the importance of exercise for overall health, your topic is “exercise.” 
  • State your position:  Next, state your position or claim about the topic. This is the main argument or point you want to make. For example, if you believe that regular exercise is crucial for maintaining good health, your position could be: “Regular exercise is essential for maintaining good health.” 
  • Support your position:  Provide a brief overview of the reasons or evidence that support your position. These will be the main points of your essay. For example, if you’re writing an essay about the importance of exercise, you could mention the physical health benefits, mental health benefits, and the role of exercise in disease prevention. 
  • Make it specific:  Ensure your thesis statement clearly states what you will discuss in your essay. For example, instead of saying, “Exercise is good for you,” you could say, “Regular exercise, including cardiovascular and strength training, can improve overall health and reduce the risk of chronic diseases.” 

Examples of essay introduction 

Here are examples of essay introductions for different types of essays: 

Argumentative Essay Introduction Example:  

Topic: Should the voting age be lowered to 16? 

“The question of whether the voting age should be lowered to 16 has sparked nationwide debate. While some argue that 16-year-olds lack the requisite maturity and knowledge to make informed decisions, others argue that doing so would imbue young people with agency and give them a voice in shaping their future.” 

Expository Essay Introduction Example  

Topic: The benefits of regular exercise 

“In today’s fast-paced world, the importance of regular exercise cannot be overstated. From improving physical health to boosting mental well-being, the benefits of exercise are numerous and far-reaching. This essay will examine the various advantages of regular exercise and provide tips on incorporating it into your daily routine.” 

Text: “To Kill a Mockingbird” by Harper Lee 

“Harper Lee’s novel, ‘To Kill a Mockingbird,’ is a timeless classic that explores themes of racism, injustice, and morality in the American South. Through the eyes of young Scout Finch, the reader is taken on a journey that challenges societal norms and forces characters to confront their prejudices. This essay will analyze the novel’s use of symbolism, character development, and narrative structure to uncover its deeper meaning and relevance to contemporary society.” 

  • Engaging and Relevant First Sentence : The opening sentence captures the reader’s attention and relates directly to the topic. 
  • Background Information : Enough background information is introduced to provide context for the thesis statement. 
  • Definition of Important Terms : Key terms or concepts that might be unfamiliar to the audience or are central to the argument are defined. 
  • Clear Thesis Statement : The thesis statement presents the main point or argument of the essay. 
  • Relevance to Main Body : Everything in the introduction directly relates to and sets up the discussion in the main body of the essay. 

introduction for customer service essay

Writing a strong introduction is crucial for setting the tone and context of your essay. Here are the key takeaways for how to write essay introduction: 3  

  • Hook the Reader : Start with an engaging hook to grab the reader’s attention. This could be a compelling question, a surprising fact, a relevant quote, or an anecdote. 
  • Provide Background : Give a brief overview of the topic, setting the context and stage for the discussion. 
  • Thesis Statement : State your thesis, which is the main argument or point of your essay. It should be concise, clear, and specific. 
  • Preview the Structure : Outline the main points or arguments to help the reader understand the organization of your essay. 
  • Keep it Concise : Avoid including unnecessary details or information not directly related to your thesis. 
  • Revise and Edit : Revise your introduction to ensure clarity, coherence, and relevance. Check for grammar and spelling errors. 
  • Seek Feedback : Get feedback from peers or instructors to improve your introduction further. 

The purpose of an essay introduction is to give an overview of the topic, context, and main ideas of the essay. It is meant to engage the reader, establish the tone for the rest of the essay, and introduce the thesis statement or central argument.  

An essay introduction typically ranges from 5-10% of the total word count. For example, in a 1,000-word essay, the introduction would be roughly 50-100 words. However, the length can vary depending on the complexity of the topic and the overall length of the essay.

An essay introduction is critical in engaging the reader and providing contextual information about the topic. To ensure its effectiveness, consider incorporating these key elements: a compelling hook, background information, a clear thesis statement, an outline of the essay’s scope, a smooth transition to the body, and optional signposting sentences.  

The process of writing an essay introduction is not necessarily straightforward, but there are several strategies that can be employed to achieve this end. When experiencing difficulty initiating the process, consider the following techniques: begin with an anecdote, a quotation, an image, a question, or a startling fact to pique the reader’s interest. It may also be helpful to consider the five W’s of journalism: who, what, when, where, why, and how.   For instance, an anecdotal opening could be structured as follows: “As I ascended the stage, momentarily blinded by the intense lights, I could sense the weight of a hundred eyes upon me, anticipating my next move. The topic of discussion was climate change, a subject I was passionate about, and it was my first public speaking event. Little did I know , that pivotal moment would not only alter my perspective but also chart my life’s course.” 

Crafting a compelling thesis statement for your introduction paragraph is crucial to grab your reader’s attention. To achieve this, avoid using overused phrases such as “In this paper, I will write about” or “I will focus on” as they lack originality. Instead, strive to engage your reader by substantiating your stance or proposition with a “so what” clause. While writing your thesis statement, aim to be precise, succinct, and clear in conveying your main argument.  

To create an effective essay introduction, ensure it is clear, engaging, relevant, and contains a concise thesis statement. It should transition smoothly into the essay and be long enough to cover necessary points but not become overwhelming. Seek feedback from peers or instructors to assess its effectiveness. 


  • Cui, L. (2022). Unit 6 Essay Introduction.  Building Academic Writing Skills . 
  • West, H., Malcolm, G., Keywood, S., & Hill, J. (2019). Writing a successful essay.  Journal of Geography in Higher Education ,  43 (4), 609-617. 
  • Beavers, M. E., Thoune, D. L., & McBeth, M. (2023). Bibliographic Essay: Reading, Researching, Teaching, and Writing with Hooks: A Queer Literacy Sponsorship. College English, 85(3), 230-242. 

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Essay on Customer Service Experience

Students are often asked to write an essay on Customer Service Experience in their schools and colleges. And if you’re also looking for the same, we have created 100-word, 250-word, and 500-word essays on the topic.

Let’s take a look…

100 Words Essay on Customer Service Experience

Understanding customer service experience.

Customer service experience is about how a business treats its customers. It’s about making customers feel important and valued. Good service means quick and helpful responses to questions or problems. It’s about making sure the customer is happy.

The Importance of Good Customer Service

Good customer service is important because it helps businesses grow. When customers are happy, they keep coming back and they tell others about their good experience. This can lead to more customers and more sales for the business.

Ways to Improve Customer Service

Businesses can improve customer service in many ways. They can train their staff to be polite and helpful. They can also use technology, like websites and apps, to make it easy for customers to find information or get help.

Impact of Bad Customer Service

Bad customer service can hurt a business. Customers who have a bad experience may stop buying from the business. They might also tell others about their bad experience, which can damage the business’s reputation.

250 Words Essay on Customer Service Experience

What is customer service experience.

Customer Service Experience is about how a company treats its customers. It’s about how happy or sad a customer feels after buying a product or service from a company.

Why is it Important?

Customer Service Experience is very important for a company. If customers are happy, they will buy more from the company. They will also tell their friends about the company. This will help the company make more money.

Parts of Good Customer Service Experience

A good Customer Service Experience has many parts. First, the company must listen to the customer. They must understand what the customer needs. Second, the company must be nice to the customer. They must treat the customer with respect. Third, the company must solve the customer’s problem. They must make sure the customer is happy with the solution.

Bad Customer Service Experience

A bad Customer Service Experience can make a customer very sad. The customer may not want to buy from the company again. They may also tell their friends not to buy from the company. This can make the company lose money.

In conclusion, Customer Service Experience is very important for a company. A good Customer Service Experience can help a company make more money. A bad Customer Service Experience can make a company lose money. So, companies should always try to give their customers a good Customer Service Experience.

500 Words Essay on Customer Service Experience

Customer service experience is the feeling a customer gets when they interact with a company. It’s all about how a company treats its customers. This can happen in person, over the phone, or online. The goal is to make the customer happy and satisfied. Good customer service can make people feel valued and want to come back. On the other hand, bad customer service can make people feel upset and not want to do business with the company again.

Customer service experience is very important for a company. It can make the difference between a company’s success and failure. When customers have a good experience, they are more likely to buy more products or services. They might also tell their friends and family about the company, bringing in new customers. If customers have a bad experience, they might stop buying from the company and tell others about their bad experience.

Elements of Good Customer Service Experience

There are several things that make up a good customer service experience. First, the company needs to listen to its customers. They need to understand what the customer wants and needs. Second, the company needs to be responsive. If a customer has a problem, the company needs to fix it quickly. Third, the company needs to be polite and respectful. Treating customers with kindness can go a long way.

How can Companies Improve Customer Service Experience?

There are many ways a company can improve its customer service experience. One way is to train its employees. Employees need to know how to handle different situations and how to treat customers well. Another way is to use technology. Technology can help companies track customer complaints and see how they are resolved. This can help them learn from their mistakes and do better in the future.

Impact of Online Customer Service Experience

Online customer service experience is becoming more and more important. This is because many people now shop online. Just like in a physical store, customers want to have a good experience when they shop online. This means that the website needs to be easy to use. It also means that the company needs to respond quickly to any problems or questions. If a company can do this well, it can attract and keep more customers.

In conclusion, customer service experience is a crucial part of any business. It can greatly affect a company’s success. Companies need to work hard to provide a good customer service experience, both in person and online. This will help them keep their customers and attract new ones.

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  • How to write an essay introduction | 4 steps & examples

How to Write an Essay Introduction | 4 Steps & Examples

Published on February 4, 2019 by Shona McCombes . Revised on July 23, 2023.

A good introduction paragraph is an essential part of any academic essay . It sets up your argument and tells the reader what to expect.

The main goals of an introduction are to:

  • Catch your reader’s attention.
  • Give background on your topic.
  • Present your thesis statement —the central point of your essay.

This introduction example is taken from our interactive essay example on the history of Braille.

The invention of Braille was a major turning point in the history of disability. The writing system of raised dots used by visually impaired people was developed by Louis Braille in nineteenth-century France. In a society that did not value disabled people in general, blindness was particularly stigmatized, and lack of access to reading and writing was a significant barrier to social participation. The idea of tactile reading was not entirely new, but existing methods based on sighted systems were difficult to learn and use. As the first writing system designed for blind people’s needs, Braille was a groundbreaking new accessibility tool. It not only provided practical benefits, but also helped change the cultural status of blindness. This essay begins by discussing the situation of blind people in nineteenth-century Europe. It then describes the invention of Braille and the gradual process of its acceptance within blind education. Subsequently, it explores the wide-ranging effects of this invention on blind people’s social and cultural lives.

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Table of contents

Step 1: hook your reader, step 2: give background information, step 3: present your thesis statement, step 4: map your essay’s structure, step 5: check and revise, more examples of essay introductions, other interesting articles, frequently asked questions about the essay introduction.

Your first sentence sets the tone for the whole essay, so spend some time on writing an effective hook.

Avoid long, dense sentences—start with something clear, concise and catchy that will spark your reader’s curiosity.

The hook should lead the reader into your essay, giving a sense of the topic you’re writing about and why it’s interesting. Avoid overly broad claims or plain statements of fact.

Examples: Writing a good hook

Take a look at these examples of weak hooks and learn how to improve them.

  • Braille was an extremely important invention.
  • The invention of Braille was a major turning point in the history of disability.

The first sentence is a dry fact; the second sentence is more interesting, making a bold claim about exactly  why the topic is important.

  • The internet is defined as “a global computer network providing a variety of information and communication facilities.”
  • The spread of the internet has had a world-changing effect, not least on the world of education.

Avoid using a dictionary definition as your hook, especially if it’s an obvious term that everyone knows. The improved example here is still broad, but it gives us a much clearer sense of what the essay will be about.

  • Mary Shelley’s  Frankenstein is a famous book from the nineteenth century.
  • Mary Shelley’s Frankenstein is often read as a crude cautionary tale about the dangers of scientific advancement.

Instead of just stating a fact that the reader already knows, the improved hook here tells us about the mainstream interpretation of the book, implying that this essay will offer a different interpretation.

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Next, give your reader the context they need to understand your topic and argument. Depending on the subject of your essay, this might include:

  • Historical, geographical, or social context
  • An outline of the debate you’re addressing
  • A summary of relevant theories or research about the topic
  • Definitions of key terms

The information here should be broad but clearly focused and relevant to your argument. Don’t give too much detail—you can mention points that you will return to later, but save your evidence and interpretation for the main body of the essay.

How much space you need for background depends on your topic and the scope of your essay. In our Braille example, we take a few sentences to introduce the topic and sketch the social context that the essay will address:

Now it’s time to narrow your focus and show exactly what you want to say about the topic. This is your thesis statement —a sentence or two that sums up your overall argument.

This is the most important part of your introduction. A  good thesis isn’t just a statement of fact, but a claim that requires evidence and explanation.

The goal is to clearly convey your own position in a debate or your central point about a topic.

Particularly in longer essays, it’s helpful to end the introduction by signposting what will be covered in each part. Keep it concise and give your reader a clear sense of the direction your argument will take.

As you research and write, your argument might change focus or direction as you learn more.

For this reason, it’s often a good idea to wait until later in the writing process before you write the introduction paragraph—it can even be the very last thing you write.

When you’ve finished writing the essay body and conclusion , you should return to the introduction and check that it matches the content of the essay.

It’s especially important to make sure your thesis statement accurately represents what you do in the essay. If your argument has gone in a different direction than planned, tweak your thesis statement to match what you actually say.

To polish your writing, you can use something like a paraphrasing tool .

You can use the checklist below to make sure your introduction does everything it’s supposed to.

Checklist: Essay introduction

My first sentence is engaging and relevant.

I have introduced the topic with necessary background information.

I have defined any important terms.

My thesis statement clearly presents my main point or argument.

Everything in the introduction is relevant to the main body of the essay.

You have a strong introduction - now make sure the rest of your essay is just as good.

  • Argumentative
  • Literary analysis

This introduction to an argumentative essay sets up the debate about the internet and education, and then clearly states the position the essay will argue for.

The spread of the internet has had a world-changing effect, not least on the world of education. The use of the internet in academic contexts is on the rise, and its role in learning is hotly debated. For many teachers who did not grow up with this technology, its effects seem alarming and potentially harmful. This concern, while understandable, is misguided. The negatives of internet use are outweighed by its critical benefits for students and educators—as a uniquely comprehensive and accessible information source; a means of exposure to and engagement with different perspectives; and a highly flexible learning environment.

This introduction to a short expository essay leads into the topic (the invention of the printing press) and states the main point the essay will explain (the effect of this invention on European society).

In many ways, the invention of the printing press marked the end of the Middle Ages. The medieval period in Europe is often remembered as a time of intellectual and political stagnation. Prior to the Renaissance, the average person had very limited access to books and was unlikely to be literate. The invention of the printing press in the 15th century allowed for much less restricted circulation of information in Europe, paving the way for the Reformation.

This introduction to a literary analysis essay , about Mary Shelley’s Frankenstein , starts by describing a simplistic popular view of the story, and then states how the author will give a more complex analysis of the text’s literary devices.

Mary Shelley’s Frankenstein is often read as a crude cautionary tale. Arguably the first science fiction novel, its plot can be read as a warning about the dangers of scientific advancement unrestrained by ethical considerations. In this reading, and in popular culture representations of the character as a “mad scientist”, Victor Frankenstein represents the callous, arrogant ambition of modern science. However, far from providing a stable image of the character, Shelley uses shifting narrative perspectives to gradually transform our impression of Frankenstein, portraying him in an increasingly negative light as the novel goes on. While he initially appears to be a naive but sympathetic idealist, after the creature’s narrative Frankenstein begins to resemble—even in his own telling—the thoughtlessly cruel figure the creature represents him as.

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Your essay introduction should include three main things, in this order:

  • An opening hook to catch the reader’s attention.
  • Relevant background information that the reader needs to know.
  • A thesis statement that presents your main point or argument.

The length of each part depends on the length and complexity of your essay .

The “hook” is the first sentence of your essay introduction . It should lead the reader into your essay, giving a sense of why it’s interesting.

To write a good hook, avoid overly broad statements or long, dense sentences. Try to start with something clear, concise and catchy that will spark your reader’s curiosity.

A thesis statement is a sentence that sums up the central point of your paper or essay . Everything else you write should relate to this key idea.

The thesis statement is essential in any academic essay or research paper for two main reasons:

  • It gives your writing direction and focus.
  • It gives the reader a concise summary of your main point.

Without a clear thesis statement, an essay can end up rambling and unfocused, leaving your reader unsure of exactly what you want to say.

The structure of an essay is divided into an introduction that presents your topic and thesis statement , a body containing your in-depth analysis and arguments, and a conclusion wrapping up your ideas.

The structure of the body is flexible, but you should always spend some time thinking about how you can organize your essay to best serve your ideas.

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Home — Essay Samples — Business — Customer Relationship Management — Customers Relationship Management (CRM)


Customer Relationship Management and Customer Value

  • Categories: Customer Relationship Management Customer Service

About this sample


Words: 1518 |

Published: Mar 1, 2019

Words: 1518 | Pages: 2 | 8 min read

Table of contents

Introduction, customer relationship marketing (crm), works cited.

  • Feedback questionnaires: This is a question and answer process used by companies to identify and measure their customers satisfaction and happiness.
  • Reviews: A review is a written opinion and reflection from a customer after an experience with a brand’s products or services.
  • Customer sentiment surveys: This is a list of questions presented to customers to indicate how they feel towards the company’s brand.
  • Behavioural targeting: This entails tracking customers online data to target advertisements and show marketing offers.
  • Social listening: This involves listening to and analysing trends happening in the brand’s industry so as to make better marketing decisions.
  • Chat-bot data: Companies use a computer program known as chat-bot to process and simulate conversations with customers. The data gotten from the interactions can be used for marketing and management decisions.
  • Sampling: This involves collecting a general data or observation from a selected group of people.
  • Streamline the customer journey: It is necessary to get a better knowledge of what sends consumers away during the customer journey by evaluating customer data and collecting feedbacks. As a result, this will help streamline the purchasing process and user journey for a better customer experience. It will also help the brand’s efficiency to stay consistent and will bring about loyal customers.
  • Enhance product functionality: Through customer insights, a company will be able to improve the functionality of their products. Gaining knowledge on how consumers use the products and also asking their opinions and ideas on how they can improve their brand’s products and services. With this, companies work out how to develop the products they sell and services they offer while the customers receive great value from the improvements.
  • Optimizing product or service quality: Learning about the quality of your products and services is very important. This is only possible by engaging directly with customers and monitoring reviews.
  • Improving customer service: Customers expect the highest quality service, lack of quality customer service will lead to bad feedbacks and reviews. A company should use its customer insights to improve customer service.
  • Develop new products and services: By listening to and engaging with customers you get to know how to extend your products and services line. This will help customers and the brands get more value.
  • Inform your marketing strategy: Through customer insights, a company can pick out the affecting trends within an industry, this will help pick out its marketing strategies.
  • Armstrong, G., Kotler, P., Harker, M., & Brennan, R. (2016). Marketing: An introduction (13th ed.). Pearson.
  • HubSpot. (2020). The state of customer service in 2020. HubSpot Research.
  • Levitt, T. (1960). Marketing myopia. Harvard Business Review, 38(4), 45-56.
  • Ryals, L. (2005). Making customer relationship management work: The measurement and profitable management of customer relationships. Journal of Marketing, 69(4), 252-261.
  • Bligh, M. C. (2017). Technology integration in customer relationship management: A qualitative study. Journal of Business & Economics Research, 15(1), 9-14.
  • Boonlertvanich, P., & Ghose, S. (2013). Technology trends in CRM: A review of the literature. In Proceedings of the 46th Hawaii International Conference on System Sciences (pp. 3431-3440). IEEE.
  • Kumar, V., & Reinartz, W. (2016). Creating enduring customer value. Journal of Marketing, 80(6), 36-68.
  • Payne, A., Frow, P., & Eggert, A. (2017). The customer value proposition: Evolution, development, and application in marketing. Journal of the Academy of Marketing Science, 45(4), 467-489.
  • Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 41(3), 293-305.
  • Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247-252.

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introduction for customer service essay

Customer Service Excellence and Customer Satisfaction Essay


Academic libraries are facing several external and internal pressures in their environments. For instance, the popularity of the internet is causing potential library users to shift away from libraries as their primary source of knowledge. Additionally, academic institutions are struggling with budgetary allocations because they are competing with other public services such as hospitals.

University and college administrators have to critique the use of their resources in libraries and some may have to reduce allocations if minimal efficiency exists. Furthermore, the development of online libraries has created a renewed challenge in information services because new legal and copyright rules must be instated in order to protect authors. These and many more factors have/will force academic libraries to reconfigure their customer service or service quality provisions so as to survive in such challenging environments.

Evaluation of quality of services provided by academic libraries based on theories and models

Services marketing and 7 ps.

Services are quite distinct from fast moving goods because they possess certain qualities that cannot be found elsewhere. Services typically encompass economic activities transferred from one party to another. Usually, these are time bound and may not encompass exchange of physical assets; in other words transfer of ownership will not occur.

Customers in the services sector often exchange money and time for value derived from systems, networks, facilities, labour, skills or even goods owned by the service provider. In the case of academic libraries, customers exchange money (through annual fees) for facilities, systems and labour in those institutions. These qualities make the marketing of services quite unique; that aspect can be analysed through the 7Ps i.e. Product, promotion, price, place, people, process, physical environment (Lovelock and Wirtzm, 2011).

In service offering, product refers to a service concept that has the capacity to give value to customers. This will be a combination of a core need and a supplementary need. Academic libraries offer information through books and this is their core value; other supplementary needs include rental book services and cataloguing services which are designed to add value to the core product.

The second ‘P’ is promotion. Service marketing promotion often employs educating customers about the service, how to use it and how to drive maximum benefits from it. Academic libraries often do promotions through websites, self service equipment or use of display screens. Third, service marketing employs price.

Any service provider needs to be offering services at a price that will be worthwhile to customers so that they can go beyond price considerations and purchase the service. Academic libraries ought to minimise time and travelling expenses that can inflate price. They can do this by making their services convenient.

Place is also another important consideration. This refers to the channels used by the service provider and may be a physical location, website, the phone or other outlets. Libraries now have a wider access to distribution channels through the internet and this can improve performance.

‘People’ denote the employees used to deliver those services and they need to possess the right attitudes, interpersonal and technical skills. Academic libraries cannot compromise on this element as it is what users employ to assess their effectiveness. ‘Process’ means those variables involved prior to actual offerings. These may involve training, standardisation of services as well as automation. Academic libraries ought to employ rigorous service quality management as part of ‘process’.

Lastly, ‘physical environments’ refer to the look of tangible aspects of the service such as the building, furnishings and equipment. In academic libraries, this normally involves appropriate seating arrangements, arrangements of books and design of the actual library (Gummesson & Lovelock, 2004).

The latter overview of service marketing gives a brief illustration of what this concept entails in academic libraries. However, one needs to know whether actual institutions pay attention to 7ps of marketing. Primary data that has been collected from academic libraries by a number of researchers has illustrated challenges in the ‘people’ aspect.

Some employees have attitudinal issues. Many will be so preoccupied with the task at hand that they may not bother clarifying exactly what customers want. New students who may not know how to use library systems may often get assistance about how to locate references but rarely understand verbal illustrations. Many libraries lack practical illustrations for using their systems.

Overly speaking, the manner in which employees handle complications can be improved in most academic libraries. Additionally, libraries seem to have a problem with their product aspect because there is often very little excitement about new books. Displays are often not there or may not be attractive or value driven.

Promotional aspects of this industry are quite good because many institutions utilise the internet in order to educate customers about use. Libraries tend to be academically oriented so the physical environment in marketing can also be improved as many have not considered customer wants (Goh & Vhung, 1999).

Customer service system theory

Customer service systems encompass those kinds of configuration of technology and networks that are crucial in delivering the wants and needs of customers. In other words, it is a configuration of technology, people, external service systems, internal service systems and others connected through the use of shared information.

Domino’s Pizza is an exemplary case of how customer service systems can translate into profit. Domino’s decided to automate the pizza making process such that all unnecessary processes could be eliminated. This implied that the organisation could deliver quality pizzas uniformly. Also, in order to reduce time spent in handling paperwork, the firm adopted an IT system that would assist in management of marketing costs, inventory and payroll.

These contributed to their success. However, some service providers may have greater contact with their clients than others as is the case with academic libraries. Here, their aim in the customer service system should be to boost the quality of their interactions with users.

In such scenarios, they need to have technologies and networks that allow relatively new employs to carry out their roles effectively even as they go through the learning curve. Most customer service systems are complex and keep changing as more innovation takes place.

Many institutions have realised the importance of this aspect so most are using technology to boost their systems. However, it was found that most libraries will often introduce new product stacking methods yet they will not bother to inform and educate consumers about it. Customer service systems can only be effective if they involve the consumer so universities are failing in this area (Goh & Vhung, 1999).

Service quality model

The service model proposes a number of issues that must be tackled by service providers in order to enhance customer satisfaction. First, it proposes an assessment of customer perceptions on the services under consideration and assessment of their actual expectations. Many institutions will stop at customer perceptions of what they have already offered but most of them will rarely focus on the things that customers wish for or expect from that service provider. It is crucial to measure both these aspects in order to know where a library is and where it needs to be.

Service quality also encompasses improvement of services. This should involve the use of technology in library systems and effective training of those offering the service (Usherwood, 2003). Service providers also need to look for ways of cutting costs as these will translate into effective pricing strategies in the company.

Libraries often need to charge users for services used and if they can eliminate all the backlog in their service systems then this could definitely translate into lower unit pricing. Sometimes service improvement can translate into reduced costs but in other situations it could increase them. Libraries need to be aware of this potential clash and hence work on a compromise between the two goals.

Nothing matters more in service quality than valuing one’s customers. When most users are asked about the issues that make them highly dissatisfied in libraries, most will cite poor treatment by employees. Therefore, libraries need to ensure that the customer is valued by according him due respect.

This means responding effectively and promptly to their concerns. Scorning or criticising customers for complaints will often do more harm than good. Furthermore, valuing the customer also means offering timely service. Many library users have complained about waiting times when trying to get help from librarians. Academic libraries are not doing so well when it comes to the issues of prompt service delivery.

Service quality should also involve tangibles. Here, organisations need to pay attention to ambiance in their organisations. Customers should be able to derive satisfaction from this aspect in much the same way that they do from goods. Libraries often work on ambience by improving seating arrangements and design.

The users would prefer a place that is comfortable and satisfying. However, sometimes this may not work well because libraries are meant to facilitate knowledge acquisition rather than provide comfort. Therefore extremely comfortable seats may work against them.

Numerous academic libraries have created areas where students can seat around a table and even engage in discussions. This works against the major principle in operation in libraries because it creates noise and interrupts other serious students. Such a problem is quite rampant in a number of institutions and therefore needs to be addressed in order to improve service quality (Goh & Vhung, 1999).

Didactic model

The didactic model is an old school of thought in library and information services. In this model, it is assumed that the librarian knows best. He or she can anticipate the needs of the student and should therefore provide that individual with them.

It should be noted that this model focuses on needs and not wants; needs refer to things that students cannot do without while a want refers to an inherent desire that may not be that important. Librarians adhering to this school of thought will pay attention to student needs by relating them to an overall school mission or to certain policies applicable within the library.

In other words, the librarian considers himself or herself as a professional and someone who facilitates learning. He or she will therefore deduce users’ needs through external mechanisms. Librarians often reason that students may not always understand what is best of them and this implies that librarians must educate them about this knowledge.

If for example a student has been given an assignment by his or her lecturer, a librarian following this model will tell him how to find information that he is looking for rather than show him exactly where it is. In a number of academic libraries, it has been shown that many adopt such a stance.

Theirs is to encourage a spirit of independence and this can only be learnt when one is not spoon-fed. Practically speaking, many librarians in academic institutions have stated that they consider themselves as co teachers. Theirs is to complement the relationship that exists between students and their teachers in their lecture rooms. Consequently, most do not do searches on behalf of students especially those new ones who appear to be having unrealistic expectations (Martula & Menon, 2005).


Academic libraries can improve customer service through a series of approaches. The deficiencies in the 7 ps found in these institutions can be corrected through clarification of expectations. Libraries can repeat back what users tell them – a technique called mirroring.

This will ensure that they handle the right problems. Alternatively, they can teach new students how to use a new method of finding books or any other thing. They should deal with one sample and then let users do the rest. During waiting times, libraries can reduce pressure by installing video monitors which educate students about new developments in the library system.

Also, employees can empathize with students when they bring forward complaints or they can direct them to superiors if they feel that they cannot answer the question at all. This would cool down the concerned user and make them understand the situation especially when they hear it from a superior.

Libraries can work on promotional aspects by displaying new books at the entrance of the library to attract customers’ attention. All these issues will go a long way in improving customer excellence hence satisfaction.

Lovelock, C. and Wirtzm J. (2011). Services Marketing: People, Technology, Strategy. NJ: Prentice Hall

Gummesson, E. & Lovelock, C. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Service research journal, 7(1), 20-41

Goh, C. & Vhung, P. (1999). Service typologies: a state of the art survey. Journal of Operations and productions, 8(3), 403-456

Usherwood, B. (2003). Libraries as a public service. Public library journal, 7(5), 141-145

Martula, C. & Menon, V. (2005). Customer expectations; concepts and reality for academic library services. College and research libraries journal, 56(13), 33-47

  • Chicago (A-D)
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IvyPanda. (2024, February 26). Customer Service Excellence and Customer Satisfaction.

"Customer Service Excellence and Customer Satisfaction." IvyPanda , 26 Feb. 2024,

IvyPanda . (2024) 'Customer Service Excellence and Customer Satisfaction'. 26 February.

IvyPanda . 2024. "Customer Service Excellence and Customer Satisfaction." February 26, 2024.

1. IvyPanda . "Customer Service Excellence and Customer Satisfaction." February 26, 2024.


IvyPanda . "Customer Service Excellence and Customer Satisfaction." February 26, 2024.

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