customer service research topics

Presentations made painless

• Get Premium

115 Customer Service Essay Topic Ideas & Examples

Inside This Article

Customer service is a vital aspect of any business or organization. It refers to the assistance and support provided to customers before, during, and after their purchase or interaction with a product or service. Writing an essay on customer service can help you understand its importance and explore various aspects of this field. To help you get started, here are 115 customer service essay topic ideas and examples:

• The impact of customer service on business success.
• The role of customer service in building customer loyalty.
• Analyzing customer service strategies of successful companies.
• The importance of effective communication in customer service.
• How technology has transformed customer service.
• The impact of social media on customer service.
• The challenges of providing excellent customer service in a globalized world.
• Ethical considerations in customer service.
• The connection between employee satisfaction and customer service.
• How to measure customer satisfaction in a service-based industry.
• The role of empathy in customer service.
• The impact of customer service on brand reputation.
• Strategies for handling difficult customers.
• The benefits of personalized customer service.
• The role of training and development in improving customer service skills.
• How to create a customer-centric culture within an organization.
• The influence of customer service on customer retention.
• The role of customer feedback in improving service quality.
• The impact of self-service options on traditional customer service.
• The importance of creating memorable customer experiences.
• The role of emotional intelligence in customer service.
• How to effectively handle customer complaints.
• The impact of language barriers on customer service.
• The influence of cultural differences on customer service.
• The benefits and drawbacks of outsourcing customer service operations.
• The role of customer service in the healthcare industry.
• The impact of customer service on the hospitality industry.
• Strategies for providing excellent customer service in e-commerce.
• The connection between customer service and revenue generation.
• The role of customer service in the airline industry.
• How to recover from a customer service failure.
• The impact of word-of-mouth marketing on customer service.
• The role of customer service in the banking sector.
• Strategies for managing customer expectations.
• The importance of effective time management in customer service.
• The influence of technology on customer service in the retail industry.
• The role of customer service in the insurance sector.
• The impact of customer service on online reputation management.
• Strategies for handling customer service in a crisis situation.
• The connection between customer service and employee motivation.
• The role of customer service in the education sector.
• The influence of customer service on customer lifetime value.
• The benefits of proactive customer service.
• The impact of self-service kiosks on customer service.
• Strategies for providing excellent customer service in the telecommunications industry.
• The role of customer service in the automotive industry.
• The influence of customer service on customer loyalty programs.
• The importance of personalization in customer service.
• The impact of customer service on customer perception.
• Strategies for providing excellent customer service in the hotel industry.
• The role of customer service in the technology sector.
• The influence of customer service on customer referrals.
• The benefits of a multi-channel customer service approach.
• The impact of customer service on customer satisfaction surveys.
• The role of customer service in the fashion industry.
• Strategies for managing customer service in a call center.
• The connection between customer service and customer trust.
• The importance of consistency in customer service.
• The role of customer service in the food and beverage industry.
• The impact of customer service on customer retention strategies.
• Strategies for providing excellent customer service in the airline industry.
• The connection between customer service and social responsibility.
• The importance of empathy in customer service interactions.
• The influence of customer service on online reviews and ratings.
• The role of customer service in the healthcare sector.
• The benefits of self-service options in customer service.
• The impact of customer service on customer trust and confidence.
• Strategies for managing customer service in a retail store.
• The connection between customer service and customer loyalty.
• The importance of communication skills in customer service.
• The influence of technology on customer service in the banking industry.
• The role of customer service in the entertainment industry.
• The impact of customer service on customer lifetime value.
• Strategies for providing excellent customer service in the hospitality industry.
• The connection between customer service and customer satisfaction.
• The importance of personalization in customer service interactions.
• The influence of customer service on customer referrals and recommendations.
• The role of customer service in the telecommunications sector.
• The impact of customer service on customer perception and brand image.
• Strategies for managing customer service in an e-commerce business.
• The connection between customer service and customer loyalty programs.
• The importance of emotional intelligence in customer service interactions.
• The influence of customer service on customer reviews and ratings.
• The role of customer service in the automotive sector.
• The benefits of self-service options in customer service operations.
• The impact of customer service on customer trust and loyalty.
• Strategies for managing customer service in a hotel.
• The connection between customer service and corporate social responsibility.
• The influence of technology on customer service in the healthcare industry.
• The role of customer service in the fashion sector.
• The impact of customer service on customer retention and repeat business.
• Strategies for providing excellent customer service in the technology industry.
• The connection between customer service and customer satisfaction surveys.
• The importance of personalization in online customer service.
• The influence of customer service on customer referrals and word-of-mouth marketing.
• The role of customer service in the food and beverage sector.
• The benefits of self-service options in customer service delivery.
• Strategies for managing customer service in a call center environment.
• The connection between customer service and social media engagement.
• The importance of communication skills in customer service interactions.
• The influence of technology on customer service in the hospitality industry.
• The role of customer service in the entertainment sector.
• The impact of customer service on customer lifetime value and revenue.
• Strategies for providing excellent customer service in the banking industry.
• The connection between customer service and customer satisfaction indices.
• The importance of personalization in face-to-face customer service interactions.
• The influence of customer service on customer reviews and online reputation.
• The role of customer service in the telecommunications industry.
• Strategies for managing customer service in a retail environment.

These essay topic ideas and examples provide a wide range of areas to explore in the field of customer service. Choose a topic that interests you the most and delve into the various aspects, challenges, and strategies related to providing excellent customer service. Remember to conduct thorough research and support your arguments with relevant examples and evidence to make your essay compelling and informative.

Want to research companies faster?

Instantly access industry insights

Let PitchGrade do this for me

Leverage powerful AI research capabilities

We will create your text and designs for you. Sit back and relax while we do the work.

Explore More Content

• Privacy Policy
• Terms of Service

© 2024 Pitchgrade

Developing a Great Thesis Topic Sentence

• Your thesis topic should reflect that you understand an issue that is worth investigating.
• Ensure that you have clear research objectives and are aware of the findings or results that will be meaningful for your project. 
• Be also clear if your research will be qualitative or quantitative so that your research roadmap is correct from the start.
• We can offer help with topic development for your Master's or Ph.D. or even undergraduate research project.

Order Topic or Research Help

01. - Develop a Relevant Research Topic.

You need to have a great research idea that addresses a relevant research gap. We are more than willing to support you, let us know.

02. - Defend & have your Topic Approved.

If possible, review or have your topic approved by your supervisor or senior research advisor so that you do not start and later stall midway.

03. - You can now Start your Research Process.

When your topic has finally been approved & is researchable, you can now start the research process : We can help you Step by Step.

 The Things you Should Avoid When Writing a Thesis Project Topic!

Our Service Process

Help with Customer Service Dissertation | Research Assistance

• 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.

Different Subject Areas

• B.Ed . |  B.A . 
• B.Com  |  BSc  
• BSN  |  DBa  
• DNP  |  Doctoral
• Ed.D  |  M.Ed  |  RN  
• Masters  |  MBA  
• MBus  |  MCom
• MEntr  |  Msc  
• MSN  |  PhD  
• Post graduate  
• Undergraduate

Client Testimonials

Thanks a lot for the research topic writing Services!

Read More...

Quality & Reliable Services

• Recent Topic Ideas
• Dissertation Project Ideas
• Case Study Topics 
• Topic Writing Tips
• Secrets to a Great Topic 
• Literature Review Topics
• Urgent Research Ideas Help
• Topic Brief Assistance
• Relevant Research Ideas
• Thesis Title Defence
• Topic Reviewing Aid
• Significance in a Title
• Base Paper Help

Topic Ideas by Paper Type

• Dissertation Topics
• Thesis Topics
• Proposal Topics
• Research Paper Topics
• Capstone Project Topics

Remarkable Help

There are some services that we recommend for related services, they are reliable but subject to your review.

• Literature Review Help
• Methodology Writing Aid
• Research Proposals Help
• Research Writing Service
• Best Thesis Writing  Help

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.

Get Help with Writing Great Research Ideas for Customer Service

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.

Developing Unique & Trending Customer Service Project Topics 

Try our services...

RESEARCH TOPIC HELP.

[email protected]

 +1(813)489-6985  | Chat with Us

Reliable & Legit

100% original help.

We do not Plagiarize

We help Edit Plagiarism

Terms & Conditions

Copyright © 2024 Research Topic Help. All Rights Reserved

Let us know how we can help...

• Dementia Paper Topics Topics: 151
• Cybersecurity Topics Topics: 175
• Alibaba Topics Topics: 60
• IKEA Topics Topics: 72
• Competitive Strategy Research Topics Topics: 55
• Exxon Topics Topics: 51
• Unilever Research Topics Topics: 70
• Growth Strategy Paper Topics Topics: 54
• Dell Topics Topics: 76
• Nokia Research Topics Topics: 75
• BMW Paper Topics Topics: 51
• Product Marketing Research Topics Topics: 128
• Business Strategy Topics Topics: 156
• Digital Marketing Research Topics Topics: 118
• Starbucks Paper Topics Topics: 201

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.

• Coffee Shop: The Exterior, Interior Design, and Customer Service
• Internal and External Customer Service
• The Impact of Quality Customer Service on Amazon’s Success
• The Effect of Business Ethics on the Customer Service Sector
• United Airlines Customer Service Case Study
• Disciplinary Action Plan for Customer Service Improvement
• Home Depot Company: Customer Service Information Systems
• 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.
• Papa John’s Pizza: Quality Products and Customer Service Papa John’s Pizza is one of the few companies that provide their clients with high-quality products and eminent customer service at the same time.
• MAC Cosmetics Company’s Customer Service The report aims at analyzing MAC 3Ps in terms of the GAP model to understand if it is possible to improve the quality of services offered by the company.
• 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.
• 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.
• 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.
• Southwest Airlines: Customer Service Customer experience determines whether a business succeeds or fails. This essay examines a customer service case study with Southwest Airlines.
• 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.
• 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.
• 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.
• 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.
• 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.
• Customer Service Philosophy, Customer Service Statement Developed Customer Service philosophy indicates that a company has an established vision, and its employees – clear guidelines.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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 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?

Cite this post

• Chicago (N-B)
• Chicago (A-D)

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

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

StudyCorgi . (2022) '137 Customer Service Research Topics, Essay Titles, & Thesis Ideas'. 1 March.

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

Bibliography

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

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 .

• How it works

Useful Links

How much will your dissertation cost?

Have an expert academic write your dissertation paper!

Dissertation Services

Get unlimited topic ideas and a dissertation plan for just £45.00

Order topics and plan

Get 1 free topic in your area of study with aim and justification

Yes I want the free topic

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.

You may also want to start your dissertation by requesting a  brief research proposal  from our writers on any of these topics, which includes an  introduction  to the problem,  research question , aim and objectives,  literature review , along with the proposed  methodology  of research to be conducted. Let us know if you need any help in getting started.

Check our  example dissertation  to get an idea of  how to structure your dissertation .

You can review step by step guide on how to write your dissertation  here .

Want to know what essay structure and style will work best for your assignment?

Problem fixed! We can write any type of essay in any referencing style. We ensure every essay written is beyond your expectations.

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. 

How Can ResearchProspect Help?

ResearchProspect writers can send several custom topic ideas to your email address. Once you have chosen a topic that suits your needs and interests, you can order for our dissertation outline service which will include a brief introduction to the topic, research questions , literature review , methodology , expected results , and conclusion . The dissertation outline will enable you to review the quality of our work before placing the order for our full dissertation writing service !

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.

Dissertation is a compulsory part of a degree that all students are required to complete, but it is the writing that makes students dreadful. But do not worry, we have got your back. Whether you want a section of the dissertation to be written impeccably or the whole of it, we are here. Don’t wait; click here.

Free Dissertation Topic

Phone Number

Academic Level Select Academic Level Undergraduate Graduate PHD

Academic Subject

Area of Research

Frequently Asked Questions

How to find customer service dissertation topics.

To find customer service dissertation topics:

• Examine industry challenges.
• Research emerging trends.
• Survey customer needs and preferences.
• Analyze technology’s impact.
• Explore employee-customer interactions.
• Select a topic aligning with your curiosity and academic goals.

You May Also Like

Urban geography is a growing field of study that provides learners with a comprehensive understanding of how cities, towns and other human settlements develop and change over time.

Are you looking for unique and intriguing branding dissertation topics, ideas and topic examples? If yes, continue reading this article because it provides several branding dissertation topic suggestions for your consideration. 

When you choose business management as your field of study, you are undoubtedly not a typical student. A degree in business administration is intended for those wishing to start their own business or expand an existing one.

USEFUL LINKS

LEARNING RESOURCES

COMPANY DETAILS

• How It Works

99 Customer Service Essay Topic Ideas & Examples

🏆 best customer service topic ideas & essay examples, 👍 good essay topics on customer service, ❓ customer service essay questions.

• Customer Service Field: Internship Experience I learned how to handle customer requests and complaints and forward them to the responsible staff at the bank. Each day of the internship period in the customer service section was often coupled with a […]
• Flow Charts in Customer Service Problem Solving For solving the problems that arise in the customer service environment as well as improving the processes an organization uses, it is very important to understand what is done in the company at every stage.
• FedEx Customer Service Malfunction The micro issues include poor tracking and follow up of the lost package, inadequate feedback to the client on the status of the package, and uncoordinated responses to alterations in customer delivery requirements.
• Customer Service in Restaurants It can be quite frustrating to make a customer wait for a certain meal only to deliver the wrong one to them.
• Zappos: How Excellent Customer Service Can Drive Growth The company believes that the right corporate culture is the foundation of exceptional customer service. According Tony, zappos is a company that is committed to delivering happiness to all the stakeholders.
• Customer Service Situations The price on the marking label was not the same as the price in the check. Describe a customer service situation where the customer won at the expense of the service provider.
• Apple Inc.: Customer Service The continuous innovation of the company has led to its capture of the music industry with the creation of iTunes and the Apple Store.
• Toyota Company Customer Service Through the company’s quality products, Toyota has built a bank of goodwill that will enable it to maintain customer loyalty in the long-term.
• Customer Satisfaction and Service 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.
• Burger King: Satisfying Customer Needs In response to the recent obesity trends in the US as well as in other countries, Burger King has started to adjust its menu.
• Excellent Customer Service: Models and Implications Furthermore, regarding the fact that the majority of companies recognize this idea, the need for the creation of long-term relations with customers and their loyalty becomes the only possible way to win the rivalry.
• The Importance of Customer Service in Healthcare The location of the training was the Brooklyn Hospital Center, and the presenter was the Nurse Educator. Since the professional background of the audience was nursing, the subject was clinically relevant, and the nurses could […]
• Customer Service Conflict Management Strategies The key difficulty is, therefore, to find out what type of customer the support is dealing with and, thus, to choose the appropriate strategy to calm him/her down.
• The Importance of Empowerment in Customer Service Management Customer service employees are in a better position to respond to the needs of customers because of their grassroots experience. Empowerment enables employees to follow the ideals and strategies of their organization in their interactions […]
• Customer Service Seminar: Project Proposal The major group to whom the project is intended is the executives and employees of Bank of America who deal with the customers. The sponsor of this project is Bank of America.
• The Mount Rundle Hotel’s Customer Service Failure The difference in the price of the same service on two different websites indicates that the hotel is not keen on customer services.
• Walmart Project Plan: Customer Service and Technological Base Therefore, the project implementation should be controlled on the basis of performance measures and evaluation of the overall climate in the workplace.
• Customer Service and Interpersonal Experience: Starbucks The focus of the paper is on the principles on which the company was created and this is tackled in the background section of this paper.
• A Customer Service Position: A Job Description The skills required for a customer service position also vary depending on the company, but some common skills are typically required and, thus, must be included in the job description.
• Customer Service Improvement Plan for Shopee Pte. Ltd. Role What do they do Who Change Sponsor The CO and the MGD will assess expenses to improve the complaint/refund processes to reduce the average dispute resolution time (Trustpilot, n.d.). Improving Shopee’s hotline service, including new tools, workforce expansion, and processes for investigating lost package cases without delay, will be considered (Trustpilot, n.d.). In collaboration […]
• Competent Customer Service in Business The customer is the principal value for any enterprise, and every company should improve the quality of products and services to provide the necessary level of assistance.
• Outsourcing Customer Service for Axe Co. To avoid congestion at the headquarter premises To avoid workload for human resource and finance department To improve quality of customer service, support To promote the company’s awareness by partnership To provide quality customer […]
• United Airlines Firm’s Customer Service Problem Complexity stands for the interconnection of the yield management system and the absence of actions to do in crises, such as overbooking.
• Aspects of Customer Service In this progression, the association needs to distinguish why the things need to change, and on the off chance that individuals in the association are not fulfilled, it would be hard for the association to […]
• Saudi Airlines: Excellent Airline Customer Service Strategic branding is what the airline management has put in place to ensure that better services are delivered to the customers.
• Northwestern Memorial Hospital: The Customer Service Model The management of the hospital then uses the collected feedback to improve the manner in which its staff handles customers. The second way in which the adopted customer experience model of the hospital benefits the […]
• Recommendation on Customer Service This department is the one which can significantly improve the quality of services provided as it is a mediator between the client and the hospital’s employees.
• Functioning of the Customer Service in AL Baraha Hospital The customer service in Al Baraha Hospital is based on the principle that the well-being of the patients should be the top priority for medical workers and administrators.
• Healthcare System: Customer Service The overall objective of this action was to defraud the public through false claims submitted to the Government by the company.
• Customer Service Improvement Project at Qatar National Bank Evaluation Hayes and Wheelwright’s 4-Stage model is a conceptual tool meant to evaluate the project with the extent of how its operational contributions improve the company’s competitiveness.
• The Mount Rundle Hotel: Customer Service Failure Moreover, the hotel is not committed to offering quality services to its clients, and that is why nobody is concerned that guests do not have adequate toiletries in their rooms.
• Defending Public Service Values in a Customer Service Age Regardless of the propagation and persistence of requests concerning the process of serving customers, the relationships between the public and the organizations that provide services are impacted by the performance expectations and public priorities.
• Richard Branson’s Customer Service Secrets It is exceptionally true when the competitors in the sphere of action are huge companies with billions of assets. The majority of big businesses’ owners are usually isolated from the employees and the customers in […]
• Managing Customer Service for Abissnet Company The main purpose of this report is to develop strategies, which will help to improve the overall quality of customer service in the company Abissnet.
• Customer Service Award for Excellence The main motive for the creation of this prize is the need to critically evaluate organizations working in the sphere and outline the most effective approaches and models that are used to create excellent customer […]
• Telefónica’s O2 Brand Marketing and Customer Service O2 is the trademark used by Telefonica U.K. Limited and one of the largest telecom companies in Europe. It is part of the global telecommunications group Telefónica S.A.
• Customer Service Representative Training Evaluation The expected outcome of the survey comprises of the strengths and weaknesses of the content of the training session and evaluation of instructors who lead this training session.
• Business Communication in Customer Services It is also important to note that effective business communication promotes employee retention strategies, which in turn reduces the rate of labor turnover within an organization.
• Best Food Superstores’ Customer Service Policy The problem is in the system’s weaknesses when the price on the label does not match the actual price fixed in the main computer at the cash desk, and the consumer should get or not […]
• Touchpoints in UAE Government Customer Service Delivery A recent report published in the article by Ahmed indicates that the United Arab Emirates is ranked in the 21st position globally and the leading country in the Arab world in terms of citizens’ level […]
• Hondwreck Partsheaven Project Plan: Inventory and Customer Service As a seller of car parts and a provider of wrecking services, Hondwreck Partsheaven is looking to improve the quality of the provided services, optimize the inventory processes, and optimize the overall performance of the […]
• Customer Service Representative: Organizational Structure The method is usually simple to undertake, the HR manager will collect adequate information in a timely manner, and it reveals the aspects of the targeted position that might not be captured by the other […]
• Customer Service Representatives’ Training The training program must also address the service orientation attitudes and skills of the CSRs because they are not able to apply their knowledge on registration steps for effective delivery of services.
• Customer Service in the UAE Banking Sector What are the dimensions that have affected the level of service quality the most in UAE Islamic banks? Jabnoun & Khalifa carried out a research study on the dimensions of service quality that affect the […]
• Sonic Drive-in: Customer Service Communication The personnel in the store had to shift from the automated communication system in the ordering station to a manual system that threatened to slow down the delivery of foods to the clients.
• The Customer Service Perspective: Balanced Scorecards In the opinion of business administrators, these metrics can throw light on the experiences of customers and their assessment of the company’s performance.
• Jordan’s Restaurant Customer Service The level of cleanliness within the restaurant, warm greetings the choice and preference of where to seat made the whole experience lively.
• Customer Service as a Part of Business Strategy The use of the term “customer service” requires delineation to ensure that there is not confusion with other aspects of customer care in the business. The important issue in regards to the definition of customer […]
• Improving Customer Service in a Nigerian Musical Instrument Company The research questions guided the development of the questionnaire and in turn, the specific questions in the questionnaire dealt with the issues associated with the project.
• Restructuring Customer Service Department at Wall-Mart In addition, the consultant should be ready to face resistance on the part of the managerial staff and personnel; The role of the manager will include Controlling the availability of resource and device the exact […]
• Ryanair’s Customer Service The company exploits the fact that customers are concerned with company core products, service delivery and the company’s image. In addition, the company maximizes on its product delivery service with respect to the level of […]
• Netflix Customer Services In light of setting up the support services, they have to consider the needs of customers in order to ensure that the support services are focused on customers.
• Customer Service Training The main objective of a needs assessment in an organization’s training program is to identify performance weaknesses and necessary knowledge and skills needed to eradicate the weaknesses.
• Role of Customer Service in Technology Industry However, it is significant to note that the preciseness of the value of customer service in an organisation varies in relation to the industry, the service offered and or the product being offered for sale.
• Developing Competitive Advantage Through Customer Service The achievements of the company are attributed to its ability to attract and retain large numbers of customers from all parts of the world.
• Customer Service Improvement: Mobilicity Phone Company With this situation in mind, I would like to propose to the CEO on the best advertisement solutions that would assist in improving the popularity of the company and hence its sales as well as […]
• Stress Management among Customer Service Employees: Antecedents & Interventions A focus on the identification of current and potential stressors affecting this group of employees, and the subsequent development of interventions which could be used by the employees to manage and curtail stress effectively, is […]
• Customer Service Excellence and Customer Satisfaction In service offering, product refers to a service concept that has the capacity to give value to customers. Here, their aim in the customer service system should be to boost the quality of their interactions […]
• Socially Responsible Marketing and Customer Service To achieve this, organizations need to bring both the internal and external stakeholders together in such a way that they can share in the effort of maximizing the bottom line of the company.
• The Problem of Customer Service in Companies In fact, one of the founders noted how customer service greatly impact on the products that the company sells and highlighted the very important part of their policy which is allowing the customer to provide […]
• Empowerment in Customer Service Management The term empowerment refers to the process of providing more authority to the employees of an organization. Chebat and Kollias argue that the service industry is hugely dependent on the capacity of employees to deliver […]
• Customer Service Operations and Excellence The Meriden Hospital is one of the many hospitals and clinics belonging to the BMI Healthcare organization owned by the General Healthcare Group PLC.
• Hospitality Customer Service – Service Recovery Project As such, it is always important that the customer service supervisor is able to read the psychology of his or her staffers and ensure that all are of positive attitude to avoid service breakdown.
• Customer Service Representative It will help to collect the necessary data to design the most effective training program for customer service representatives. It is also important to note that questionnaires should contain data concerning the future training program.
• IT Role in Business Processes and Customer Service More importantly, the company implements the concept of full transparency of operations and is more attached to a scientific way of thinking.
• Customer Service at WestJet The success behind WestJet as a low-cost carrier is mainly attributed to the quality of service that the airline provides to its passengers.
• Customer Service Coordination Self-management on the other hand is the key factor because the coordinator must be self-aware all the time in relation to the environment and the needs of the customers.
• What Constitutes Good Customer Service?
• How Consistent and Reliable Customer Service Contributes to Customer Satisfaction?
• How Customer Service Grown and Changed Over the Years?
• How Does Customer Service Help Your Team?
• How Can Email Improve Your Customer Service?
• How Can Marketing Research Improve Customer Service of Popular?
• How Are Millennials Redefining Customer Service?
• What Reasons for Using Customer Service Policies Marketing?
• What Recommendations for the Customer Service Branch?
• What Makes Good Customer Service?
• Where Has Customer Service Gone?
• Why Customer Service Needed in Globalization of Logistics?
• Will Improving Customer Service Result in Higher Stock?
• Does the Web Reduce Customer Service Cost?
• Can Customer Service Affect the Business a Restaurant Has?
• What Relationship Between Customer Service and Logistics Management?
• How Are Strategic Management and Customer Service Connected?
• What Is the Customer Service Perspective?
• Which Administrative and Customer Service Skills Need?
• How Different Communication Techniques Used in Customer Service?
• How Can International Retailers Achieve a Competitive Advantage Through Customer Service?
• What Are the Three Essential Qualities of Customer Service?
• What Is the Role of Customer Service?
• What Are Customer Service Skills?
• What Words Describe Good Customer Service?
• How Is Culture and Customer Service Excellence Connected?
• Airbnb Paper Topics
• DHL Research Topics
• FedEx Ideas
• eBay Topics
• McDonald’s Topics
• Online Shopping Questions
• Telecommunications Questions
• Burger King Topics
• Chicago (A-D)
• Chicago (N-B)

IvyPanda. (2024, March 2). 99 Customer Service Essay Topic Ideas & Examples. https://ivypanda.com/essays/topic/customer-service-essay-topics/

"99 Customer Service Essay Topic Ideas & Examples." IvyPanda , 2 Mar. 2024, ivypanda.com/essays/topic/customer-service-essay-topics/.

IvyPanda . (2024) '99 Customer Service Essay Topic Ideas & Examples'. 2 March.

IvyPanda . 2024. "99 Customer Service Essay Topic Ideas & Examples." March 2, 2024. https://ivypanda.com/essays/topic/customer-service-essay-topics/.

1. IvyPanda . "99 Customer Service Essay Topic Ideas & Examples." March 2, 2024. https://ivypanda.com/essays/topic/customer-service-essay-topics/.

Bibliography

IvyPanda . "99 Customer Service Essay Topic Ideas & Examples." March 2, 2024. https://ivypanda.com/essays/topic/customer-service-essay-topics/.

• Dissertation Proofreading and Editing
• Dissertation Service
• Dissertation Proposal Service
• Dissertation Chapter
• Dissertation Topic and Outline
• Statistical Analysis Services
• Model Answers and Exam Notes
• Dissertation Samples
• Essay Writing Service
• Assignment Service
• Report Service
• Coursework Service
• Literature Review Service
• Reflective Report Service
• Presentation Service
• Poster Service
• Criminal Psychology Dissertation Topics | List of Trending Ideas With Research Aims
• Cognitive Psychology Dissertation Topics | 10 Top Ideas For Research in 2024
• Social Psychology Dissertation Topics | 10 Latest Research Ideas
• Top 10 Clinical Psychology Dissertation Topics with Research Aims
• Educational Psychology Dissertation Topics | 10 Interesting Ideas For Research

Customer Service Dissertation Topics | List of Latest Ideas For Students

• 15 Interesting Music Dissertation Topics

Business Intelligence Dissertation Topics | List of Top Ideas With Research Aims

• Physical Education Dissertation Topics | 15 Interesting Title Examples
• 15 Top Forensic Science Dissertation Topics with Research Aims
• Islamic Finance Dissertation Topics | List of 15 Top Ideas With Research Aims
• Dissertation Examples
• Dissertation Proposal Examples
• Essay Examples
• Report Examples
• Coursework Examples
• Assignment Examples
• Literature Review Examples
• Dissertation Topic and Outline Examples
• Dissertation Chapter Examples
• Dissertation Help
• Dissertation Topics
• Academic Library
• Assignment Plagiarism Checker
• Coursework Plagiarism Checke
• Dissertation Plagiarism Checker
• Thesis Plagiarism Checker
• Report Plagiarism Checke
• Plagiarism Remover Service
• Plagiarism Checker Free Service
• Turnitin Plagiarism Checker Free Service
• Free Plagiarism Checker for Students
• Difference Between Paraphrasing & Plagiarism
• Free Similarity Checker
• How Plagiarism Checkers Work?
• How to Cite Sources to Avoid Plagiarism?
• Free Topics
• Get a Free Quote

• Report Generating Service
• Model Answers and Exam Notes Writing
• Reflective or Personal Report Writing
• Poster Writing
• Literature Review Writing
• Premier Sample Dissertations
• Course Work
• Cognitive Psychology Dissertation Topics
• Physical Education Dissertation Topics
• 15 Top Forensic Science Dissertation Topics
• Top 10 Clinical Psychology Dissertation Topics
• Islamic Finance Dissertation Topics
• Social Psychology Dissertation Topics
• Educational Psychology Dissertation Topics
• Business Intelligence Dissertation Topics
• Customer Service Dissertation Topics
• Criminal Psychology Dissertation Topics

• Literature Review Example
• Report Example
• Assignment Example
• Coursework Example

• Coursework Plagiarism Checker
• Turnitin Plagiarism Checker
• Paraphrasing and Plagiarism
• Best Dissertation Plagiarism Checker
• Report Plagiarism Checker
• Similarity Checker
• Plagiarism Checker Free
• FREE Topics

Get an experienced writer start working

Review our examples before placing an order, learn how to draft academic papers.

Dissertation Outline Example

Customer service refers to a company’s support or assistance to its customers. It is crucial for business growth and revenue generation. It's an essential field of study for students of business. Choosing quality customer service dissertation topics is important for success in the dissertation.

Choose Our Quality Business Dissertation Examples

Premier Dissertations has produced a list of new dissertation topics in customer service for 2024 .

If you would like to choose any topic from the list below, simply drop us a WhatsApp or an Email .

You may also like to review ;

Business Administration Dissertation Topics | Entrepreneurship Dissertation Topics

3-Step  Dissertation Process!

Get 3+ Topics

Dissertation Proposal

Get Final Dissertation

List of latest customer service research topics 2024, how does it work .

Fill the Form

Writer Starts Working

3+ Topics Emailed!

List of top customer service thesis topics, trending research topics in customer service, how to select the best customer service dissertation topic.

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. 

Review Our Full List of Latest Research Topics  

For more custom service thesis topics, please keep checking our website as we keep adding new topics to our existing list of titles. GOOD LUCK!

Get 3+ Free Free Customer Dissertation Topics within 24 hours?

Your Number

Academic Level Select Academic Level Undergraduate Masters PhD

Area of Research

Get an Immediate Response

Discuss your requirements with our writers

WhatsApp Us Email Us Chat with Us

Discover More:

admin farhan

Related posts.

110 Best GIS Project Ideas for Developers in 2024

140 Creative DNA Model Project Ideas for Students

150 SAE Project Ideas for Students

Comments are closed.

Articles on Customer service

Displaying 1 - 20 of 47 articles.

Why restaurant self-service kiosks can actually result in customers ordering less food

Lu Lu , Temple University and Wangoo Lee , Hong Kong Polytechnic University

Complaints are different when customers think a company cares

Vivek Astvansh , McGill University ; Anshu Suri , University College Dublin , and Hoorsana Damavandi , University of Tennessee

Can I take your order – and your data? The hidden reason retailers are replacing staff with AI bots

Cameron Shackell , Queensland University of Technology

Do employees slack off after receiving their bonuses? Our research tells a more optimistic story

Argyro Avgoustaki , ESCP Business School and Hans TW Frankort , City, University of London

How getting a second opinion can stop you being ripped off

Carlos Oyarzun , The University of Queensland ; Lana Friesen , The University of Queensland ; Metin Uyanik , The University of Queensland , and Priscilla Man , The University of Queensland

Let the community work it out: Throwback to early internet days could fix social media’s crisis of legitimacy

Ethan Zuckerman , UMass Amherst and Chand Rajendra-Nicolucci , UMass Amherst

Tipping etiquette and norms are in flux − here’s how you can avoid feeling flustered or ripped off

Nathan B. Warren , BI Norwegian Business School and Sara Hanson , University of Richmond

Fear trumps anger when it comes to data breaches – angry customers vent, but fearful customers don’t come back

Rajendran Murthy , Rochester Institute of Technology

Travelers will refuse an upgrade to sit near a loved one – new research into when people want to share experiences

Ximena Garcia-Rada , Texas A&M University ; Michael Norton , Harvard University , and Rebecca K. Ratner , University of Maryland

People of color get so used to discrimination in stores they don’t always notice bad customer service

Samantha N. N. Cross , Iowa State University ; Stephanie Dellande , Menlo College , and Sterling Bone , Utah State University

The rise of the irate customer: Post-pandemic rudeness, and the importance of rediscovering patience

Laura Hambley , University of Calgary and Madeline Springle , University of Calgary

What is emotional labour - and how do we get it wrong?

Michael James Walsh , University of Canberra and Stephanie Alice Baker , City, University of London

Privacy violations undermine the trustworthiness of the Tim Hortons brand

Jordan Richard Schoenherr , Concordia University

The future of tipping should be driven by Canadians, not businesses

Simon Pek , University of Victoria

Ashamed of asking for technical support? You are not alone!

Marion Sanglé-Ferrière , CY Cergy Paris Université and Ben Voyer , ESCP Business School

‘Sorry, I don’t understand that’ – the trouble with chatbots and how to use them better

Lena Waizenegger , Auckland University of Technology and Angsana A. Techatassanasoontorn , Auckland University of Technology

Who are you? What the standard questions about birth and background don’t tell us

Dimitria Groutsis , University of Sydney

Shhhh, they’re listening – inside the coming voice-profiling revolution

Joseph Turow , University of Pennsylvania

A good museum experience pays off for the tourism sector in Ghana

Alexander Diani Kofi Preko , University of Professional Studies Accra

Why bad customer service won’t improve anytime soon

Anthony Dukes , University of Southern California and Yi Zhu , University of Minnesota

Related Topics

• Customer satisfaction
• Quick reads
• Research Brief
• Restaurants
• Social media

Top contributors

Professor of Artificial Intelligence, University of Hertfordshire

Assistant Professor, National Yang Ming Chiao Tung University, Taiwan, Griffith University

Senior Lecturer in Marketing, University of Nottingham

Senior Lecturer in Management, The University of Melbourne

Professor of Marketing and Consumer Behaviour, Queensland University of Technology

Professor, Digital Sociology and Social Policy, The University of Queensland

Professor of Food and Beverage Management, Cornell University

Research Associate, Judge Business School, University of Cambridge

Professor of Marketing, Case Western Reserve University

Associate Professor of Marketing, University of Southern Queensland

Research Assistant, Industrial Relations, The University of Melbourne

Senior Lecturer in English Language and Applied Linguistics, The Open University

Senior Lecturer in Communication, Deakin University

Fellow of the Centre for Leadership Studies, University of Exeter

Professor, Food Economics, University of Guelph

• X (Twitter)
• Unfollow topic Follow topic

• Get the Job
• Resumes and CVs
• Applications
• Cover Letters
• Professional References

Professional Licenses and Exams

• Get a Promotion
• Negotiation
• Professional Ethics
• Professionalism
• Dealing with Coworkers
• Dealing with Bosses

Communication Skills

Managing the office, disabilities, harassment and discrimination, unemployment.

• Career Paths
• Compare Careers
• Switching Careers
• Training and Certifications
• Start a Company
• Internships and Apprenticeships
• Entry Level Jobs
• College Degrees

Growth Trends for Related Jobs

Customer service research topics.

Customer service research helps companies discover key services expected and desired by customers and how the company measures up in those areas. Many companies make false assumptions or have misperceptions about customer feelings; research helps give direction for change or improvements. There are many steps between knowing what customers want and delivering it to them, which is why understanding the commonly used Gap Model for Customer Service is beneficial.

Gap 1: Knowledge

The first gap that companies must address is the difference between what customers expect and what the company and its management think they expect. False assumptions by management cause problems in every other step toward delivery of service. Effective survey research, focus groups and other customer feedback tools are useful to more accurately know what customers expect.

Gap 2: Standards

Defining service standards helps fill the second important gap, which exists between management perception of service expectations and defining of standards. Customer service policies, handbooks and other communication tools help management establish clear service standards for employees based on what customers expect.

Gap 3: Delivery

Delivery of expected, or greater, service is essential for customer satisfaction. The third gap exists between defined standards and follow-through delivery by service representatives. Poor hiring, low morale and poor training are among common factors that lead to delivery of inadequate service. Reviews of employees and ongoing feedback from customers about their experiences are effective research techniques to fill this gap.

Gap 4: Communication

Poor communication to customers can cause them to have inaccurate expectations of service. Many companies oversell or overpromise the level of service they offer in marketing and advertising. Customers come to expect more than the company actually delivers on a consistent basis, which again leads to customer service problems . Research to avoid this issue would involve marketing and advertising research to determine what impressions customers are taking from these communications and how customer expectations relate to actual service delivery.

Gap 5: Customer Experience

Some representations of the Gap Service Model note only four gaps. However, adding Gap 5 more specifically addresses the difference between a customer's perception of service after receiving it and expectations prior to the visit. Customers expectations are formed by viral marketing, advertising and other communications. You can research the gap between pre-visit expectation and post-visit experience with point-of-sale surveys or after-the-sale research.

Related Articles

What is reactive customer service →.

What Is Consistent & Reliable Customer Service? →

What Does Customer Service Mean to You →

How to Reprimand an Employee Regarding Their Attitude →

The Effects of Poor Management in Customer Relations →

Marketing Research in Tourism →

• Voice of Vovici Blog: Service Quality Gap Model

Neil Kokemuller has been an active business, finance and education writer and content media website developer since 2007. He has been a college marketing professor since 2004. Kokemuller has additional professional experience in marketing, retail and small business. He holds a Master of Business Administration from Iowa State University.

Luis Alvarez/DigitalVision/GettyImages

• Job Descriptions
• Law Enforcement Job Descriptions
• Administrative Job Descriptions
• Healthcare Job Descriptions
• Sales Job Descriptions
• Fashion Job Descriptions
• Education Job Descriptions
• Salary Insights
• Journalism Salaries
• Healthcare Salaries
• Military Salaries
• Engineering Salaries
• Teaching Salaries
• Accessibility
• Privacy Notice
• Cookie Notice
• Copyright Policy
• Contact Us
• Find a Job
• Manage Preferences
• California Notice of Collection
• Terms of Use

• Browse All Articles
• Newsletter Sign-Up

Customers →

• 10 Jan 2024
• Research & Ideas

Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

When COVID pushed service-based businesses to the brink, tipping became a way for customers to show their appreciation. Now that the pandemic is over, new technologies have enabled companies to maintain and expand the use of digital payment nudges, says Jill Avery.

• 01 Aug 2023
• Cold Call Podcast

Can Business Transform Primary Health Care Across Africa?

mPharma, headquartered in Ghana, is trying to create the largest pan-African health care company. Their mission is to provide primary care and a reliable and fairly priced supply of drugs in the nine African countries where they operate. Co-founder and CEO Gregory Rockson needs to decide which component of strategy to prioritize in the next three years. His options include launching a telemedicine program, expanding his pharmacies across the continent, and creating a new payment program to cover the cost of common medications. Rockson cares deeply about health equity, but his venture capital-financed company also must be profitable. Which option should he focus on expanding? Harvard Business School Professor Regina Herzlinger and case protagonist Gregory Rockson discuss the important role business plays in improving health care in the case, “mPharma: Scaling Access to Affordable Primary Care in Africa.”

• 26 Jun 2023

Want to Leave a Lasting Impression on Customers? Don't Forget the (Proverbial) Fireworks

Some of the most successful customer experiences end with a bang. Julian De Freitas provides three tips to help businesses invest in the kind of memorable moments that will keep customers coming back.

• 08 Aug 2022

Building an 'ARMY' of Fans: Marketing Lessons from K-Pop Sensation BTS

Few companies can boast a customer base as loyal and engaged as BTS fans. In a case study, Doug Chung shares what marketers can learn from the boyband's savvy use of social media and authentic connection with listeners.

• 17 May 2022

Delivering a Personalized Shopping Experience with AI

THE YES, a shopping app for fashion brands, uses a sophisticated algorithm to create and deliver a personalized store for every shopper, based on her style preferences, size, and budget. After launching the app in 2020, the founders had to decide whether to continue developing the algorithm to deliver on the company’s customer value proposition or to focus their resources on new customer acquisition, with the idea that more users on the app would improve the algorithm's performance. Senior Lecturer Jill Avery and The YES co-founder and CEO Julie Bornstein discuss this make-or-break dilemma in the case, The YES: Reimagining the Future of e-Commerce with Artificial Intelligence (AI). This episode was recorded live at Harvard Business School on March 30, 2022 as part of our Case Method 100 celebration.

• 28 Feb 2022

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

Hotel concierges provide better service to white customers than Black and Asian customers, says research by Alexandra Feldberg and colleague. They offer three strategies to help companies detect bias on the front line. Open for comment; 0 Comments.

• 07 Jul 2021

Good News for Disgraced Companies: You Can Regain Trust

Companies skilled at building trust focus on four key elements, say Sandra Sucher and Shalene Gupta in their book, The Power of Trust. Open for comment; 0 Comments.

• 05 Jul 2021
• What Do You Think?

Do Companies Really Need Chief Experience Officers to Know Their Customers?

Does it take a CXO or chief customer officer to bring executives closer to the customer experience? James Heskett ponders the value of this increasingly popular role. Open for comment; 0 Comments.

• 04 May 2021

Best Buy: How Human Connection Saved a Failing Retailer

In The Heart of Business, former Best Buy CEO Hubert Joly shares how he revived the ailing electronics chain, offering a guide to leaders facing seemingly insurmountable challenges. Open for comment; 0 Comments.

• 04 Jan 2021
• Working Paper Summaries

The Twofold Effect of Customer Retention in Freemium Settings

Many digital products offer “freemiums”: that is, part of the product for free, often with advertising, and an enhanced customer experience for payment. This research, in a mobile game context, shows the importance of recognizing the short- and long-term effects on customer retention when managing the tradeoffs between free and paid aspects of freemium products.

• 20 Aug 2020

Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments

Shared service delivery means that customers are served in groups rather than individually. Results from a large-scale study of glaucoma follow-up appointments at a major eye hospital indicate that shared service delivery can significantly improve patients’ verbal and non-verbal engagement.

• 06 Jul 2020

The Right Way to Manage Customer Churn for Maximum Profit

Many companies actively manage customer churn but aren't seeking out the best customers to retain, warns Sunil Gupta. Open for comment; 0 Comments.

• 16 Jun 2020

Your Customers Have Changed. Here's How to Engage Them Again.

The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues. Open for comment; 0 Comments.

• 01 Jun 2020

Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?

James Heskett's readers have little sympathy for Amazon's loss of market share during the pandemic. Has the organization lost its ability to learn? Open for comment; 0 Comments.

• 27 Feb 2020
• Sharpening Your Skills

How Following Best Business Practices Can Improve Health Care

Why do Harvard Business School scholars spend so much time and money analyzing health care delivery? Open for comment; 0 Comments.

• 17 Feb 2020

How Entrepreneurs Can Find the Right Problem to Solve

Identifying a customer's pain points is the first step for entrepreneurs in developing a new product. Julia Austin offers tips for choosing the right "job to be done." Open for comment; 0 Comments.

• 30 Jan 2020

The Upside of Highlighting a Product's Downsides

Companies want to show their offerings in the best light. Ryan W. Buell and MoonSoo Choi find out what happens when they also embrace transparency, accentuating the positive—and the negative. Open for comment; 0 Comments.

• 09 Dec 2019

Identify Great Customers from Their First Purchase

Using data from their very first transaction, companies can identify shoppers who will create the best long-term value, says Eva Ascarza. Open for comment; 0 Comments.

• 28 Oct 2019

Brick-and-Mortar Stores Are Making a Comeback

Left for dead alongside the retail highway, physical stores are suddenly finding new ways to compete, say Jill Avery and Antonio Moreno. Open for comment; 0 Comments.

• 05 Sep 2019

The Value of Intermediation in the Stock Market

Despite the rise of alternative trading platforms, high-touch broker trading remains prominent in institutional equity markets. The authors analyze how fees, research, quality of execution, and information can help explain how execution decisions and preferences vary across investors.

Customer experience: a systematic literature review and consumer culture theory-based conceptualisation

• Published: 15 February 2020
• Volume 71 , pages 135–176, ( 2021 )

Cite this article

• Muhammad Waqas 1 ,
• Zalfa Laili Binti Hamzah 1 &
• Noor Akma Mohd Salleh 2  

11k Accesses

50 Citations

10 Altmetric

Explore all metrics

The study aims to summarise and classify the existing research and to better understand the past, present, and the future state of the theory of customer experience. The main objectives of this study are to categorise and summarise the customer experience research, identify the extant theoretical perspectives that are used to conceptualise the customer experience, present a new conceptualisation and conceptual model of customer experience based on consumer culture theory and to highlight the emerging trends and gaps in the literature of customer experience. To achieve the stated objectives, an extensive literature review of existing customer experience research was carried out covering 49 journals. A total of 99 empirical and conceptual articles on customer experience from the year 1998 to 2019 was analysed based on different criteria. The findings of this study contribute to the knowledge by highlighting the role of customer attribution of meanings in defining their experiences and how such experiences can predict consumer behaviour.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Subscribe and save.

• Get 10 units per month
• Download Article/Chapter or eBook
• 1 Unit = 1 Article or 1 Chapter
• Cancel anytime

Price includes VAT (Russian Federation)

Instant access to the full article PDF.

Rent this article via DeepDyve

Institutional subscriptions

Similar content being viewed by others

Customer experience: fundamental premises and implications for research

Components of Customer Experience and their Impact on Co-created Value: An Abstract

Customer experience management: toward implementing an evolving marketing concept, explore related subjects.

• Artificial Intelligence

Abbott L (1955) Quality and competition. Columbia University Press, New York

Google Scholar  

Addis M, Holbrook MB (2001) On the conceptual link between mass customisation and experiential consumption: an explosion of subjectivity. J Consum Behav 1:50–66

Alben L (1996) Defining the criteria for effective interaction design. Interactions 3:11–15

Allen CT, Fournier S, Miller F (2008) Brands and their meaning makers. In: Haugtvedt C, Herr P, Kardes F (eds) Handbook of consumer psychology. Taylor & Francis, Milton Park, pp 781–822

Andreini D, Pedeliento G, Zarantonello L, Solerio C (2019) A renaissance of brand experience: advancing the concept through a multi-perspective analysis. J Bus Res 91:123–133

Arnold MJ, Reynolds KE, Ponder N, Lueg JE (2005) Customer delight in a retail context: investigating delightful and terrible shopping experiences. J Bus Res 58:1132–1145

Arnould EJ, Thompson CJ (2005) Consumer culture theory (CCT): twenty years of research. J Consum Res 31:868–882

Beckman E, Kumar A, Kim Y-K (2013) The impact of brand experience on downtown success. J Travel Res 52:646–658

Belk RW, Costa JA (1998) The mountain man myth: a contemporary consuming fantasy. J Consum Res 25:218–240

Bennett R, Härtel CE, McColl-Kennedy JR (2005) Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R. Ind Mark Manag 34:97–107

Berry LL (2000) Cultivating service brand equity. J Acad Mark Sci 28:128–137

Berry LL, Carbone LP, Haeckel SH (2002) Managing the total customer experience. MIT Sloan Manag Rev 43:85–89

Biedenbach G, Marell A (2010) The impact of customer experience on brand equity in a business-to-business services setting. J Brand Manag 17:446–458

Bilgihan A, Okumus F, Nusair K, Bujisic M (2014) Online experiences: flow theory, measuring online customer experience in e-commerce and managerial implications for the lodging industry. Inf Technol Tour 14:49–71

Bilro RG, Loureiro SMC, Ali F (2018) The role of website stimuli of experience on engagement and brand advocacy. J Hosp Tour Technol 9:204–222

Bolton RN, Kannan PK, Bramlett MD (2000) Implications of loyalty program membership and service experiences for customer retention and value. J Acad Mark Sci 28:95–108

Brakus JJ, Schmitt BH, Zarantonello L (2009) Brand experience: what is it? How is it measured? Does it affect loyalty? J Mark 73:52–68

Branch JD (2007) Postmodern consumption and the high-fidelity audio microculture. In: Belk RW, Sherry JF Jr (eds) Consumer culture theory. JAI Press, Oxford

Braun-LaTour KA, LaTour MS (2005) Transforming consumer experience: when timing matters. J Advert 34:19–30

Braun-LaTour KA, LaTour MS, Pickrell JE, Loftus EF, SUia (2004) How and when advertising can influence memory for consumer experience. J Advert 33:7–25

Bridges E, Florsheim R (2008) Hedonic and utilitarian shopping goals: the online experience. J Bus Res 61:309–314

Brodie RJ, Ilic A, Juric B, Hollebeek L (2013) Consumer engagement in a virtual brand community: an exploratory analysis. J Bus Res 66:105–114

Bronner F, Neijens P (2006) Audience experiences of media context and embedded advertising-a comparison of eight media international. Int J Mark Res 48:81–100

Calder BJ, Malthouse EC, Schaedel U (2009) An experimental study of the relationship between online engagement and advertising effectiveness. J Interact Mark 23:321–331

Carù A, Cova B (2003) Revisiting consumption experience: a more humble but complete view of the concept. Mark Lett 3:267–286

Chandler JD, Lusch RF (2015) Service systems: a broadened framework and research agenda on value propositions, engagement, and service experience. J Serv Res 18:6–22

Constantinides E (2004) Influencing the online consumer’s behavior: the web experience. Internet Res 14:111–126

Constantinides E, Lorenzo-Romero C, Gómez MA (2010) Effects of web experience on consumer choice: a multicultural approach. Internet Res 20:188–209

Cooper H, Schembri S, Miller D (2010) Brand-self identity narratives in the James Bond movies. Psychol Mark 27:557–567

Cova B (1997) Community and consumption: towards a definition of the “linking value” of product or services. Eur J Mark 31:297–316

Creswell JW (2007) Qualitative inquiry and research design: choosing among five approaches, 2nd edn. Sage Publications, Thousand Oaks

Das K (2009) Relationship marketing research (1994–2006) an academic literature review and classification. Mark Intell Plan 27:326–363

Das G, Agarwal J, Malhotra NK, Varshneya G (2019) Does brand experience translate into brand commitment? A mediated-moderation model of brand passion and perceived brand ethicality. J Bus Res 95:479–490

Daugherty T, Li H, Biocca F (2008) Consumer learning and the effects of virtual experience relative to indirect and direct product experience. Psychol Mark 25:568–586

De Keyser A, Lemon KN, Klaus P, Keiningham TL (2015) A framework for understanding and managing the customer experience. Marketing Science Institute working paper series, pp 15–121

de Oliveira Santini F, Ladeira WJ, Sampaio CH, Pinto DC (2018) The brand experience extended model: a meta-analysis. J Brand Manag 25:519–535

De Vries L, Gensler S, Leeflang PS (2012) Popularity of brand posts on brand fan pages: an investigation of the effects of social media marketing. J Interact Mark 26:83–91

Ding CG, Tseng TH (2015) On the relationships among brand experience, hedonic emotions, and brand equity. Eur J Mark 49:994–1015

Elliot S, Fowell S (2000) Expectations versus reality: a snapshot of consumer experiences with internet retailing. Int J Inf Manag 20:323–336

Escalas et al (2013) Self-identity and consumer behavior. J Consum Res 39:15–18

Farndale E, Kelliher C (2013) Implementing performance appraisal: exploring the employee experience. Hum Resour Manag 52:879–897

Fisch C, Block J (2018) Six tips for your (systematic) literature review in business and management research. Manag Rev Q 68:103–106

Flavián C, Guinalíu M, Gurrea R (2006) The influence of familiarity and usability on loyalty to online journalistic services: the role of user experience. J Retail Consum Serv 13:363–375

Forlizzi J, Battarbee K (2004) Understanding experience in interactive systems. In: Proceedings of the 5th conference on designing interactive systems: processes, practices, methods, and techniques. ACM, New York, pp 261–268

Frambach RT, Roest HC, Krishnan TV (2007) The impact of consumer internet experience on channel preference and usage intentions across the different stages of the buying process. J Interact Mark 21:26–41

Froehle CM, Roth AV (2004) New measurement scales for evaluating perceptions of the technology-mediated customer service experience. J Oper Manag 22:1–21

Frow P, Payne A (2007) Towards the ‘perfect’ customer experience. J Brand Manag 15:89–101

Garg R, Rahman Z, Kumar I (2011) Customer experience: a critical literature review and research agenda. Int J Serv Sci 4:146–173

Geertz C (2008) Local knowledge: further essays in interpretive anthropology. Basic books, New York

Gensler S, Völckner F, Liu-Thompkins Y, Wiertz C (2013) Managing brands in the social media environment. J Interact Mark 27:242–256

Gentile C, Spiller N, Noci G (2007) How to sustain the customer experience: an overview of experience components that co-create value with the customer. Eur Manag J 25:395–410

Goldstein SM, Johnston R, Duffy J, Rao J (2002) The service concept: the missing link in service design research? J Oper Manag 20:121–134

Grace D, O’Cass A (2004) Examining service experiences and post-consumption evaluations. J Serv Mark 18:450–461

Greenwell TC, Fink JS, Pastore DL (2002) Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience. Sport Manag Rev 5:129–148

Grewal D, Levy M, Kumar V (2009) Customer experience management in retailing: an organizing framework. J Retail 85:1–14

Ha HY, Perks H (2005) Effects of consumer perceptions of brand experience on the web: brand familiarity, satisfaction and brand trust. J Consum Behav An Int Res Rev 4:438–452

Hamzah ZL, Alwi SFS, Othman MN (2014) Designing corporate brand experience in an online context: a qualitative insight. J Bus Res 67:2299–2310

Harris P (2007) We the people: the importance of employees in the process of building customer experience. J Brand Manag 15:102–114

Harris K, Baron S, Parker C (2000) Understanding the consumer experience: it’s’ good to talk’. J Mark Manag 16:111–127

Hassenzahl M (2008) User experience (UX): towards an experiential perspective on product quality. In: Proceedings of the 20th conference on l’Interaction Homme-Machine. ACM, pp 11–15

Hatcher EP (1999) Art as culture: an introduction to the anthropology of art. Greenwood Publishing Group, Westport

Hepola J, Karjaluoto H, Hintikka A (2017) The effect of sensory brand experience and involvement on brand equity directly and indirectly through consumer brand engagement. J Prod Brand Manag 26:282–293

Hirschman EC, Holbrook MB (1982) Hedonic consumption: emerging concepts, methods and propositions. J Mark 46:92–101

Hoffman DL, Novak TP (1996) Marketing in hypermedia computer-mediated environments: conceptual foundations. J Mark 60:50–68

Hoffman DL, Novak TP (2017) Consumer and object experience in the internet of things: an assemblage theory approach. J Consum Res 44:1178–1204

Holbrook MB, Hirschman EC (1982) The experiential aspects of consumption: consumer fantasies, feelings, and fun. J Consum Res 9:132–140

Hollebeek LD, Glynn MS, Brodie RJ (2014) Consumer brand engagement in social media: conceptualization, scale development and validation. J Int Mark 28:149–165

Holt DB (2003) Brands and branding. Harvard Business School, Boston

Homburg C, Jozić D, Kuehnl C (2017) Customer experience management: toward implementing an evolving marketing concept. J Acad Mark Sci 45:377–401

Hsu HY, Tsou H-T (2011) Understanding customer experiences in online blog environments. Int J Inf Manag 31:510–523

Huang P, Lurie NH, Mitra S (2009) Searching for experience on the web: an empirical examination of consumer behavior for search and experience goods. J Mark 73:55–69

Hultén B (2011) Sensory marketing: the multi-sensory brand-experience concept. Eur Bus Rev 23:256–273

Iglesias O, Singh JJ, Batista-Foguet JM (2011) The role of brand experience and affective commitment in determining brand loyalty. J Brand Manag 18:570–582

Islam JU, Rahman Z (2016) The transpiring journey of customer engagement research in marketing: a systematic review of the past decade. Manag Dec 54:2008–2034

Jacoby J (2002) Stimulus-organism-response reconsidered: an evolutionary step in modeling (consumer) behavior. J Consum Psychol 12:51–57

Kaplan S (1992) The restorative environment: nature and human experience. In: Relf D (ed) The role of horticulture in human well-being and social development. Timber Press, Arlington, pp 134–142

Keng C-J, Ting H-Y, Chen Y-T (2011) Effects of virtual-experience combinations on consumer-related “sense of virtual community”. Internet Res 21:408–434

Khalifa M, Liu V (2007) Online consumer retention: contingent effects of online shopping habit and online shopping experience. Eur J Inf Syst 16:780–792

Khan I, Fatma M (2017) Antecedents and outcomes of brand experience: an empirical study. J Brand Manag 24:439–452

Khan I, Rahman Z (2015) Brand experience formation mechanism and its possible outcomes: a theoretical framework. Mark Rev 15:239–259

Khan I, Rahman Z, Fatma M (2016) The role of customer brand engagement and brand experience in online banking. Int J Bank Mark 34:1025–1041

Kim H, Suh K-S, Lee U-K (2013) Effects of collaborative online shopping on shopping experience through social and relational perspectives. Inf Manag 50:169–180

Kinard BR, Hartman KB (2013) Are you entertained? The impact of brand integration and brand experience in television-related advergames. J Advert 42:196–203

Kozinets RV (2001) Utopian enterprise: articulating the meanings of Star Trek’s culture of consumption. J Consum Res 28:67–88

Kozinets RV (2002) Can consumers escape the market? Emancipatory illuminations from burning man. J Consum Res 29:20–38

Kuksov D, Shachar R, Wang K (2013) Advertising and consumers’ communications. Mark Sci 32:294–309

LaSalle D, Britton TA (2003) Priceless: turning ordinary products into extraordinary experiences. Harvard Business School Press, Boston

Laugwitz B, Held T, Schrepp M (2008) Construction and evaluation of a user experience questionnaire. In: Symposium of the Austrian HCI and usability engineering group. Springer, Berlin, Heidelberg, pp 63–76

Lee YH, Lim EAC (2008) What’s funny and what’s not: the moderating role of cultural orientation in ad humor. J Advert 37:71–84

Lemke F, Clark M, Wilson H (2011) Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. J Acad Mark Sci 39:846–869

Lemon KN, Verhoef PC (2016) Understanding customer experience throughout the customer journey. J Mark 80:69–96

Lin YH (2015) Innovative brand experience’s influence on brand equity and brand satisfaction. J Bus Res 68:2254–2259

Lindsey-Mullikin J, Munger JL (2011) Companion shoppers and the consumer shopping experience. J Relatsh Mark 10:7–27

Loureiro SMC, de Araújo CMB (2014) Luxury values and experience as drivers for consumers to recommend and pay more. J Retail Consum Serv 21:394–400

Lundqvist A, Liljander V, Gummerus J, Van Riel A (2013) The impact of storytelling on the consumer brand experience: the case of a firm-originated story. J Brand Manag 20:283–297

Mann SJ (2001) Alternative perspectives on the student experience: alienation and engagement. Stud High Educ 26:7–19

Martin J, Mortimer G, Andrews L (2015) Re-examining online customer experience to include purchase frequency and perceived risk. J Retail Consum Serv 25:81–95

Mascarenhas OA, Kesavan R, Bernacchi M (2006) Lasting customer loyalty: a total customer experience approach. J Consum Mark 23:397–405

McCarthy J, Wright P (2004) Technology as experience. Interactions 11:42–43

Menon S, Kahn B (2002) Cross-category effects of induced arousal and pleasure on the Internet shopping experience. J Retail 78:31–40

Mersey RD, Malthouse EC, Calder BJ (2010) Engagement with online media. J Media Bus Stud 7:39–56

Meyer C, Schwager A (2007) Customer experience. Harv Bus Rev 85:1–11

Milligan A, Smith S (2002) Uncommon practice: People who deliver a great brand experience. Financial Times/Prentice Hall, London

Mollen A, Wilson H (2010) Engagement, telepresence and interactivity in online consumer experience: reconciling scholastic and managerial perspectives. J Bus Res 63:919–925

Morgan-Thomas A, Veloutsou C (2013) Beyond technology acceptance: brand relationships and online brand experience. J Bus Res 66:21–27

Mosley RW (2007) Customer experience, organisational culture and the employer brand. J Brand Manag 15:123–134

Mosteller J, Donthu N, Eroglu S (2014) The fluent online shopping experience. J Bus Res 67:2486–2493

MSI (2016) Research priorities 2016–2018. http://www.msi.org/research/2016-2018-research-priorities/ . Accessed 28 Aug 2017

MSI (2018) Research priorities 2018–2020. Marketing Science Institute, Cambridge

Mulet-Forteza C, Genovart-Balaguer J, Mauleon-Mendez E, Merigó JM (2019) A bibliometric research in the tourism, leisure and hospitality fields. J Bus Res 101:819–827

Nairn A, Griffin C, Gaya Wicks P (2008) Children’s use of brand symbolism: a consumer culture theory approach. Eur J Mark 42:627–640

Nambisan S, Baron RA (2007) Interactions in virtual customer environments: implications for product support and customer relationship management. J Int Mark 21:42–62

Ngo LV, Northey G, Duffy S, Thao HTP (2016) Perceptions of others, mindfulness, and brand experience in retail service setting. J Retail Consum Serv 33:43–52

Novak TP, Hoffman DL, Yung Y-F (2000) Measuring the customer experience in online environments: a structural modeling approach. Mark Sci 19:22–42

Nysveen H, Pedersen PE (2004) An exploratory study of customers’ perception of company web sites offering various interactive applications: moderating effects of customers’ Internet experience. Dec Support Syst 37:137–150

Nysveen H, Pedersen PE (2014) Influences of cocreation on brand experience. Int J Mark Res 56:807–832

Nysveen H, Pedersen PE, Skard S (2013) Brand experiences in service organizations: exploring the individual effects of brand experience dimensions. J Brand Manag 20:404–423

O’Cass A, Grace D (2004) Exploring consumer experiences with a service brand. J Prod Brand Manag 13:257–268

Ofir C, Raghubir P, Brosh G, Monroe KB, Heiman A (2008) Memory-based store price judgments: the role of knowledge and shopping experience. J Retail 84:414–423

Palmer A (2010) Customer experience management: a critical review of an emerging idea. J Serv Mark 24:196–208

Piedmont RL, Leach MM (2002) Cross-cultural generalizability of the spiritual transcendence scale in india: spirituality as a universal aspect of human experience. Am Behav Sci 45:1888–1901

Pine BJ, Gilmore JH (1998) Welcome to the experience economy. Harv Bus Rev 76:97–105

Ponsonby-Mccabe S, Boyle E (2006) Understanding brands as experiential spaces: axiological implications for marketing strategists. J Strateg Mark 14:175–189

Prahalad CK, Ramaswamy V (2004) Co-creation experiences: the next practice in value creation. J Interact Mark 18:5–14

Rageh Ismail A, Melewar T, Lim L, Woodside A (2011) Customer experiences with brands: literature review and research directions. Mark Rev 11:205–225

Rahman M (2014) Differentiated brand experience in brand parity through branded branding strategy. J Strateg Mark 22:603–615

Ramaseshan B, Stein A (2014) Connecting the dots between brand experience and brand loyalty: the mediating role of brand personality and brand relationships. J Brand Manag 21:664–683

Rigby D (2011) The future of shopping. Harv Bus Rev 89:65–76

Robertson TS, Gatignon H, Cesareo L (2018) Pop-ups, ephemerality, and consumer experience: the centrality of buzz. J Assoc Consum Res 3:425–439

Rose S, Hair N, Clark M (2011) Online customer experience: a review of the business-to-consumer online purchase context. Int J Manag Rev 13:24–39

Rose S, Clark M, Samouel P, Hair N (2012) Online customer experience in e-retailing: an empirical model of antecedents and outcomes. J Retail 88:308–322

Roswinanto W, Strutton D (2014) Investigating the advertising antecedents to and consequences of brand experience. J Promot Manag 20:607–627

Salmon P (1989) Personal stances in learning. In: Weil SW, McGill I (eds) Making sense of experiential learning: diversity in theory and practice. The Open University Press, Milton Keynes, pp 230–241

Schembri S, Sandberg J (2002) Service quality and the consumer’s experience: towards an interpretive approach. Mark Theory 2:189–205

Schivinski B, Christodoulides G, Dabrowski D (2016) Measuring consumers’ engagement with brand-related social-media content. J Advert Res 56:64–80

Schmitt B (1999) Experiential marketing. J Mark Manag 15:53–67

Schmitt B (2000) Creating and managing brand experiences on the internet. Des Manag J 11:53–58

Schmitt B, Joško Brakus J, Zarantonello L (2015) From experiential psychology to consumer experience. J Consum Psychol 25:166–171

Scholz J, Smith AN (2016) Augmented reality: designing immersive experiences that maximize consumer engagement. Bus Horiz 59:149–161

Schouten JW, McAlexander JH, Koenig HF (2007) Transcendent customer experience and brand community. J Acad Mark Sci 35:357–368

Shaw C, Ivens J (2002) Building great customer experiences, vol 241. Palgrave, London

Sherry JF, Kozinets RV (2007) Comedy of the commons: nomadic spirituality and the Burning Man festival. In: Belk RW, Sherry JF (eds) Consumer culture theory. JAI Press, Oxford, pp 119–147

Shimp TA, Andrews JC (2013) Advertising, promotion, and other aspects of integrated marketing communications, 9th edn. Cengage Learning, Mason

Singh S, Sonnenburg S (2012) Brand performances in social media. J Interact Mark 26:189–197

Skadberg YX, Kimmel JR (2004) Visitors’ flow experience while browsing a web site: its measurement, contributing factors and consequences. Comput Hum Behav 20:403–422

Smith S, Wheeler J (2002) Managing the customer experience: turning customers into advocates. Financial Times/Prentice Hall, Upper Saddle River

Syrdal HA, Briggs E (2018) Engagement with social media content: a qualitative exploration. J Mark theory Pract 26:4–22

Tafesse W (2016a) Conceptualization of brand experience in an event marketing context. J Promot Manag 22:34–48

Tafesse W (2016b) An experiential model of consumer engagement in social media. J Prod Brand Manag 25:424–434

Takatalo J, Nyman G, Laaksonen L (2008) Components of human experience in virtual environments. Comput Hum Behav 24:1–15

Tax SS, Brown SW, Chandrashekaran M (1998) Customer evaluations of service complaint experiences: implications for relationship marketing. J Mark 62:60–76

Thompson CJ, Locander WB, Pollio HR (1989) Putting consumer experience back into consumer research: the philosophy and method of existential-phenomenology. J Consum Res 16:133–146

Thorbjørnsen H, Supphellen M, Nysveen H, Egil P (2002) Building brand relationships online: a comparison of two interactive applications. J Interact Mark 16:17–34

Trevinal AM, Stenger T (2014) Toward a conceptualization of the online shopping experience. J Retail Consum Serv 21:314–326

Triantafillidou A, Siomkos G (2018) The impact of facebook experience on consumers’ behavioral brand engagement. J Res Interact Mark 12:164–192

Turner P (2017) A psychology of user experience: involvement, Affect and Aesthetics. Springer, Cham

Underwood LG, Teresi JA (2002) The daily spiritual experience scale: development, theoretical description, reliability, exploratory factor analysis, and preliminary construct validity using health-related data. Ann Behav Med 24:22–33

Van Noort G, Voorveld HA, Van Reijmersdal EA (2012) Interactivity in brand web sites: cognitive, affective, and behavioral responses explained by consumers’ online flow experience. J Interact Mark 26:223–234

Vargo SL, Lusch RF (2008) Service-dominant logic: continuing the evolution. J Acad Mark Sci 36:1–10

Verhoef PC, Lemon KN, Parasuraman A, Roggeveen A, Tsiros M, Schlesinger LA (2009) Customer experience creation: determinants, dynamics and management strategies. J Retail 85:31–41

Walls A, Okumus F, Wang Y, Kwun DJ-W (2011) Understanding the consumer experience: an exploratory study of luxury hotels. J Hosp Mark Manag 20:166–197

Wan Y, Nakayama M, Sutcliffe N (2012) The impact of age and shopping experiences on the classification of search, experience, and credence goods in online shopping. Inf Syst E bus Manag 10:135–148

Whitener EM (2001) Do “high commitment” human resource practices affect employee commitment? A cross-level analysis using hierarchical linear modeling. J Manag 27:515–535

Won Jeong S, Fiore AM, Niehm LS, Lorenz FO (2009) The role of experiential value in online shopping: the impacts of product presentation on consumer responses towards an apparel web site. Internet Res 19:105–124

Wooten DB, Reed A II (1998) Informational influence and the ambiguity of product experience: order effects on the weighting of evidence. J Consum Psychol 7:79–99

Yoon D, Youn S (2016) Brand experience on the website: its mediating role between perceived interactivity and relationship quality. J Interact Advert 16:1–15

Zarantonello L, Schmitt BH (2010) Using the brand experience scale to profile consumers and predict consumer behaviour. J Brand Manag 17:532–540

Zarantonello L, Schmitt BH (2013) The impact of event marketing on brand equity: the mediating roles of brand experience and brand attitude. Int J Advert 32:255–280

Zenetti G, Klapper D (2016) Advertising effects under consumer heterogeneity–the moderating role of brand experience, advertising recall and attitude. J Retail 92:352–372

Zhang H, Lu Y, Gupta S, Zhao L (2014) What motivates customers to participate in social commerce? The impact of technological environments and virtual customer experiences. Inf Manag 51:1017–1030

Zhang H, Lu Y, Wang B, Wu S (2015) The impacts of technological environments and co-creation experiences on customer participation. Inf Manag 52:468–482

Zolfagharian M, Jordan AT (2007) Multiracial identity and art consumption. In: Belk RW, Sherry JF Jr (eds) Consumer culture theory. JAI Press, Oxford

Download references

Acknowledgements

We would like to thank editor-in-chief (Prof. Dr Joern Block), and the anonymous reviewers for their constructive comments on this paper.

Author information

Authors and affiliations.

Department of Marketing, Faculty of Business and Accountancy, Graduate School of Business, University of Malaya, Kuala Lumpur, Malaysia

Muhammad Waqas & Zalfa Laili Binti Hamzah

Department of Operation and Management Information System, Faculty of Business and Accountancy, Graduate School of Business, University of Malaya, Kuala Lumpur, Malaysia

Noor Akma Mohd Salleh

You can also search for this author in PubMed   Google Scholar

Corresponding author

Correspondence to Zalfa Laili Binti Hamzah .

Additional information

Publisher's note.

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

See Table  8 .

See Table  9 .

Rights and permissions

Reprints and permissions

About this article

Waqas, M., Hamzah, Z.L.B. & Salleh, N.A.M. Customer experience: a systematic literature review and consumer culture theory-based conceptualisation. Manag Rev Q 71 , 135–176 (2021). https://doi.org/10.1007/s11301-020-00182-w

Download citation

Received : 08 May 2019

Accepted : 10 February 2020

Published : 15 February 2020

Issue Date : February 2021

DOI : https://doi.org/10.1007/s11301-020-00182-w

Share this article

Anyone you share the following link with will be able to read this content:

Sorry, a shareable link is not currently available for this article.

Provided by the Springer Nature SharedIt content-sharing initiative

• Customer experience
• Literature review
• Consumer culture theory
• Online experience

JEL Classification

• Find a journal
• Publish with us
• Track your research

The Ultimate Guide to Training for Customer Service & Support

Turn your customer service team into a competitive advantage and engine for growth with these training ideas and tools.

FREE DOWNLOAD: CUSTOMER SERVICE TRAINING MANUAL TEMPLATE

Train and onboard your new customer support hires with this customizable template.

Updated: 04/17/24

Published: 05/18/23

Customer service training is essential if you want to retain customers for the long term, reduce employee churn, and create a successful customer-centric company. But how do you begin training your reps to provide remarkable support?

We've compiled this guide to answer that question. After all, 90% of Americans say customer service plays a significant role in choosing a company.

Exceptional customer service is an absolute must if you want your company to succeed and thrive in years to come.

In this post, you'll learn how customer service training benefits your business, when different types of training come in handy, and what materials you'll need to execute a training program.

By the end, you'll walk away with a comprehensive understanding of customer service training.

What is Customer Service Training?

Why is Customer Service Training Important?

Types of Customer Service Training

Customer Service Basics and Soft Skills

Free Customer Service Training Materials

What is customer service training.

Customer service training is the coaching that employees receive to improve support and satisfaction among customers. A strong customer service training program includes exercises for improving interpersonal communication, product knowledge, conflict resolution, crisis management, and more.

There are lots of types of customer service training . However, this training is typically an iterative process that involves teaching skills, competencies, and tools needed to better serve customers.

Any employee interacting and dealing with customers is a good fit for customer service training, regardless of their seniority or experience level.

Because your customers are your best growth opportunity, every employee should work hard to keep them happy — as marketers, executive assistants, management, or customer service representatives.

Nowadays, customer-facing teams are labeled many different things: customer support, customer success , or customer service . For this article, we'll refer to customer service when discussing service and support training.

Free Customer Support Training Template

Train and onboard your new customer support hires with this downloadable template.

Training Timeline

People to meet, 100 day goals, download free.

All fields are required.

You're all set!

Click this link to access this resource at any time.

Fill out this form to access your template.

Who should be part of your customer service training.

Everyone in a customer-role should be a part of your customer service training. While not everyone in such a position is in the customer service department, they should all have familiarity with your core customer service philosophy and participate in training programs that reinforce those principles.

Why is customer service training important?

What experiences stood out to you more as a shopper: marketing tactics or customer service? Most likely, the latter.

Customer service is a company's opportunity to connect with customers, solve problems, and show they care.

And when customer service is executed well, it can resonate with customers for years. Afterall, people are more likely to return after a positive customer service experience.

That's why training your customer support team is just as important (if not more) as training your marketing or sales teams. Service experiences are what stick with your customers and inspire reviews and word-of-mouth advertising.

Here are a few of the reasons you should invest in a customer service training program.

1. Happy customers become brand advocates.

It's not uncommon for businesses to view their customer service teams as an afterthought. Once a consumer becomes a customer and pays for your product or service, the hard work is done, right? Wrong…

Happy, delighted customers come from excellent service and are your best advocates — even better than your most talented marketers.

Here's why it matters: 94% of people recommend a company with "very good" service, and buyers are 92% more likely to buy after reading reviews.

With this in mind, you can see how your current and past customers are your top bet for bringing in new business.

Customer service can be one of your strongest marketing strategies. Meeting and exceeding customer expectations isn't optional. It should be a top priority.

2. Remarkable customer service is a competitive advantage.

One of the easiest ways to stand out among your competition may surprise you. It's delivering excellent customer service that makes it easy to choose your company over others in your market.

If you normally have great service, 75% of people are more likely to forgive you for a bad experience. And conversely, if they think your service is poor, only 15% of people are likely to stick around.

That's why providing top-notch customer service — and training your reps to provide that service — is essential for gaining an edge over your competition.

Ultimately, a great customer service training program can help you create a strong reputation so your company becomes the obvious choice when people are looking for options in your niche.

3. Great customer service increases retention.

Customer service is a key player in the game of customer retention .

Think about it. If a customer has a pressing question about your product, what would make them happy and willing to stick around? A generic email response or a personalized, well-researched answer from a service representative dedicated to their success?

The latter will win more brownie points.

More importantly, three-quarters of consumers expect personalized experiences.

So when your customer service training program ensures that your frontline team members understand why it's important to personalize every engagement, your company wins big.

Better yet, this customer might 1) be satisfied with their interaction with your company and customer service team and 2) go on to recommend your business, products, and services to their friends and colleagues.

That's why customer service training is so important. You're training your employees to deal with some of the most influential people in your life: your customers. (Sorry, family.)

4. Service reps can feel more empowered to handle difficult situations.

35% of customers have experienced feelings of anger or frustration during their interactions with customer service representatives. Through training, reps learn how to manage customer expectations, de-escalate conflicts, and turn negative experiences into positive outcomes.

Not everyone has had experience dealing with conflict, or if they have, they know that not every conflict can be solved with the same solution. Proper service training demonstrates specifc scenarios and context that they can benefit from knowing before they have to think on their feet.

This not only improves customer relationships but also equips reps with the tools to navigate challenging interactions and reduce stress among employees.

5. Service training demonstrates commitment to professional development of reps .

33% of U.S. hiring managers anticipate employee turnover at their company to increase in the next year, costing an average of  $36,295  (e.g., cost to rehire, lost productivity) annually. Creating a culture and system that prevents turnover and encourages retention could make all of the difference.

When reps receive ongoing service training and support, they are more likely to feel valued and motivated in their roles, leading to higher job satisfaction and loyalty to the company. This focus on employee development and retention ultimately contributes to a more stable and productive customer service team.

Fostering a supportive and engaging work environment looks like a company that encourages personal growth.

Hiring vs. Training Customer Service Candidates

At this point, you might be asking, Why can't I just hire the right people from the get-go and leave it at that?

Well, you should always hire the best fit for each role, customer service included. But hiring skilled people and thinking the job is done is doing a disservice to both your team and your customers.

Regardless of how talented your new employees are, teaching customer service skills is essential if you want your reps to effectively represent your company.

It's also critical to help them understand your methodology so they know why you take a specific approach and can confidently serve your customers with that reasoning as their North Star.

And even the most experienced team members can use a refresher from time to time. In addition to people's expectations and the world itself changing rapidly, it's good to revisit skills and techniques with fresh eyes.

Take HubSpot's content team, for example. We were hired because we know how to write, but when we started, we weren't simply handed a laptop and told, "Now, go type a bunch of stuff." Instead, we received training on HubSpot's style guide, how to represent the company and brand online, and how to ensure every piece of content meets all of the quality standards.

The same goes for your customer support and service folks. Of course, you're going to hire highly-skilled people.

However, that doesn't negate the importance of onboarding new hires and training them to be part of a team with a bigger goal — serving and delighting your customers.

Hiring for Customer Service

While training for customer service is the main topic here, let's take a slight detour and discuss hiring for customer service, too.

The right hires help you build a strong foundation for your customer service team. And your hiring process is how you can ultimately ensure that your team is receptive to your training.

While some skills and strengths can be taught or fine-tuned through the different types of customer service training, there are some attributes your team members must have upon hiring.

No software, training exercises, or tools can compensate for gaps in these areas.

Skills To Look for When Hiring for Customer Service

Here are some skills to look for — even if just a hint — while interviewing and screening customer service candidates .

1. Emotional Intelligence

Your customer service team deals with a variety of customer problems, some that you can forecast, and some that no one can predict.

The true heart of customer service beats with the ability to patiently listen, decipher someone else's problem, and empathize with them .

Unfortunately, this skill doesn't come naturally to everyone, nor is it something everyone can master in training.

Emotional intelligence is all about how you relate to other people. And, since this is central to excellent customer service, you want to ensure your hires have this skill before bringing them onto your team.

One way you can gauge emotional intelligence is by asking: "Can you tell me about a time you tried to do something and failed?"

2. Good Communication

If your candidates can't answer an interview question, how would they communicate with your customers (who most likely have much higher expectations than you)?

Customer service training can teach new and improved communication techniques. However, new hires should be able to showcase the ability to simplify complex topics and teach others new skills.

To gauge good communication skills, ask questions like: "How would you explain a complicated technical problem to a colleague with less technical understanding?"

3. Resourcefulness

Resourcefulness is the difference between responding to a problem with "I don't know" and "I will find out." Problem-solving skills, initiative, and creativity are just a few competencies that align with resourcefulness.

While these skills can be cultivated through customer service training, your candidates should display some resourcefulness — or at least a willingness to try to figure things out on their own.

To gauge resourcefulness, ask questions like: "Describe a time when you faced a significant obstacle to succeeding with an important work project or activity. What did you do to solve it?"

While passion isn't quite a skill, it's fundamental to going above and beyond in the customer service field.

Delighting your customers and turning them into superfans of your company means that your support team should have a sense of excitement and passion for the success of both the company and the customer.

Your candidates might not have a strong passion for your company just yet. Truthfully, it may never be their top passion in life.

However, they should be passionate about working with people — specifically, your customers — and helping others solve their problems.

To gauge passion, ask: "When have you been most satisfied in your work at your previous company?"

If hiring the right candidates is like planting seeds in the right soil, training your customer service team is like cultivating and growing your garden to its maximum potential.

To continue the analogy, satisfied customers are the bountiful harvest at the end of the season.

With that in mind, let's dive into training for customer support and service.

Customer service training ensures that your team can adapt to all kinds of different situations.

After all, when your team understands the key principles that guide your customer service philosophy, they're better able to apply that knowledge to every customer encounter.

While the concept of customer service training is to train your team to serve and delight, specific training methods and practices vary based on your company, your employees, and a variety of other factors.

Let's break down a few instances where you might conduct customer service training and what you can expect as a hiring manager or owner.

1. New Hire Customer Service Training

As with any new role, the first month or two of training can dictate an employee's long-term success with your company. Customer service training for new hires isn't any different and should be an essential part of onboarding.

This specific type of training will help new employees acclimate to a new job, company, and culture and ensure they're ready to communicate with your valuable customers.

The steps of new hire customer service training involve:

Acquainting the Team

Your customer service team should be, well, a team. They need to work together to serve customers and handle problems. This means you must establish and maintain agility by introducing and involving new hires from the get-go.

Some examples of doing this include:

• Scheduling a team lunch on your new hire's first day.
• Ask experienced team members to provide an office tour.
• Make the first day or two all about team building.

The bottom line is that when your team has time to connect, they can form a bond that makes it easier to work together. And it helps new employees acclimate and feel more comfortable in their roles.

Establishing Expectations

New hires should know what's expected of them during training and in their first month of work.

Setting clear expectations upfront minimizes confusion and allows new employees to understand their responsibilities. It doesn't serve anyone to be loosey-goosey on expectations.

Some examples of this include creating:

• A new-hire training guide including activities to expect during training and what responsibilities they'll have during their first few months.
• At-a-glance checklists and scripts for core activities they might encounter or perform daily.
• A weekly schedule of meetings.
• A manual that outlines how to perform key aspects of their job step-by-step and a list of internal resources for more information — whether colleagues, reading materials, or even file locations.

Equipping your new customer service hires to do their jobs sets them up for success. Think of this as giving them a set of training wheels they can return to at any time.

Rome wasn't built in a day. If you don't have all of this yet, you don't have to create it immediately. Instead, you may start with one or two of these things and build as you go.

Setting Up Tools

Could we even do our jobs without various tools, software, and digital subscriptions?

Probably not, and neither can your new employees. Before training, set up your employees with the apps, tools, and memberships they need to communicate and collaborate with the team .

Looking for an example of how to do this?

Consider creating a checklist of all the apps and logins they need, so you can be sure to set them up for success. As you check off each item, add the username for each to the list so they have a quick reference guide for tools.

Introducing the Company and Product (or Service)

To best serve your customers, your customer service team needs to know your company and product or service offering better than anyone.

• Providing your hires with a one-page overview of the company, including the brand story, core values, guiding philosophies, and a list of key leadership and colleagues.
• Creating a "say this, not that" brand voice guide to make sure new hires build a consistent customer experience.
• Setting aside time for dedicated product training so that your new hires can learn your product(s) so well they could teach others.
• If bringing on multiple new hires, having them take turns "teaching" each other.

2. Regular Customer Service Training

Whether your customer service team has been around for six months or six years, they should still undergo regular training. Consider revisiting this every quarter, half-year, or year, depending on what works best for your company.

What this training looks like depends on your company. However, here are a few regular customer service training examples.

Skills or Competence Check-In

Just as you'd conduct a routine performance review, a quarterly or half-year training is good practice for your customer service team.

Skill-based training is ever-evolving based on trends in the outside world, customer expectations, and new developments in your offerings.

What's more, certain skills can erode if not maintained over time. Conducting routine training keeps everyone on the team aligned, fresh, and doing their best work.

Best Practices Workshops

Some teams find that a monthly customer service workshop is a great way to keep a finger on the pulse of what's happening while ensuring your team stays fresh.

Going into these meetings with an agenda is a great way to ensure they are productive and stay on track. Sending a request for topics a few days before is also a good idea.

Your agenda might include:

• Identifying trends in problems as well as customer feedback.
• Discussing how to handle these problems successfully.
• Role-playing solutions to these problems.
• Asking for additional input.

Ultimately, this gives you regular check-ins with your team and ensures they know how to handle relevant common themes.

Team-Building Exercises

While working in customer service can be rewarding, it can also be tough. Those difficult days can take a toll on employees and their team relationships.

Routine team-building activities and training can help maintain strong relationships.

This gives your employees a chance to have fun, while simultaneously resolving challenging distractions so your employees can focus on their jobs.

Some examples of team-building exercises can include:

• A compliment circle, where every customer service employee compliments another on something, whether how they handle specific situations or a general approach.
• A brainstorming session where everyone brings a few ideas for improving things. These can range from adding a new Slack channel to streamlining customer service.
• A scavenger hunt. Whether online, in person, or hybrid, these are great ways to build relationships with small groups.
• Lunch-and-learns about new topics, whether personal or professional development.
• Cooking classes, whether virtual or in person.

3. Emergency or Time-Sensitive Customer Service Training

Sometimes, customer service training can't be planned. Perhaps there's a product recall, a major rebranding, or a national advertising campaign.

This type of customer service training can also result from news breaking in your industry that may have your audience taking notice, even if it doesn't directly involve your company .

Because 90% of customers rate an "immediate" response as important, you must prepare your front-line employees (your customer service team) to take calls, answer questions, and resolve conflicts.

Emergency customer service training is all about equipping your team with everything they need to know to do their job and help your audience.

Here are examples of how you can deliver urgent customer service training.

In Times of Crisis

During a recall, crisis, or company emergency, your customer service team should be updated on all events and trained on how to respond.

Because your audience will be concerned, full transparency is strongly encouraged. Your team needs to be aware of the problem and your solution, or how you are approaching the solution .

Share how you'll send out updates. These trainings should be a top priority on everyone's calendar. You can better ensure complete organizational alignment when you can train your team.

To give you a real-world example, when news breaks of an online data breach, even if it's not your company, your customers may worry about the security of their data and may reach out in a panic.

If your team can speak to the problem, how you're being proactive, and where customers can go for updates or more information, you can ensure more positive experiences with your company.

Product or Company Updates

This type of customer service training is less of an emergency but is just as time-sensitive.

Whether you release a product update, run a major marketing campaign, or alter your website, your customer service team should complete training on these updates and be equipped to handle any customer questions or concerns.

For example, our customer service teams receive new training materials in the months leading up to HubSpot's annual INBOUND event.

These resources give employees the most up-to-date information on any new products that'll be announced at INBOUND — which can be upwards of four or five major product releases!

Your customer service teams should be looped in on company updates or changes so customers aren't blindsided when they have questions.

4. Customer Service Phone Training

Today, 48% of customers want to communicate with companies via phone call for customer service. Based on this, training reps knowing how to provide a delightful experience via phone call is critical to your success.

Here's what you should focus on in terms of phone training:

• Maintaining a positive tone and attitude throughout the call.
• Remaining calm and professional, even on difficult calls.
• Speaking slowly and clearly.
• Asking customers clear and direct questions that help reps come to an effective solution efficiently.
• Presenting solutions in a way that will make sense for each individual customer.
• Using verbiage that's representative of your brand.
• Being an active listener.
• Always showing empathy and authenticity.
• Staying in control of the conversation and leading the customer towards an effective resolution.
• Making sure customers don't have any other questions or concerns before hanging up.
• Thanking the customer at the end of the call.

An example of customer service phone training includes setting up a series of role-play scenarios where one person is a customer with a problem, and the other is a customer service rep deciphering the problem, empathizing, and offering resolution.

In addition to role-play, scripts are helpful when it comes to solving specific problems.

Alternatively, because word-for-word scripts can sound impersonal, you might also consider offering bullet points your team members can use in their responses.

5. Live Chat Customer Service Training

Live chat is one of the up-and-coming customer service channels because it delivers the immediacy customers require. More than half of millennials prefer live chat, as it allows you to offer a personal touch with speed and convenience.

As the largest generation in U.S. history, millennials represent a huge percentage of your buyers, so live chat customer service training is necessary in today's world.

Fortunately, live chat training can resemble phone call training with scripts and bullet points your team members can use.

Being a customer service representative is challenging.

There are some basic ways to teach customer service to your reps to ensure they have the skills they need. Remember, their goal and yours should be the same — effectively serving and delighting customers.

You can separate these skills into different categories — which we'll review momentarily — so you can easily focus on teaching and building them with your reps.

Let's take a look.

Customer Service Basics

• Interpersonal Skills: Customer service reps should be positive and empathetic when communicating with customers.
• Clear Communication: Customer service reps should be able to succinctly explain complex concepts to customers.
• Assertiveness and Directness: Customer service reps should be confident when interacting with customers.
• Product Feature and Application Knowledge: Customer service reps should know the product inside and out.
• Crisis Management Skills: Customer service reps should know how to effectively handle negative situations.
• Team-Building and Camaraderie Skills: Customer service teams should have a strong sense of community to increase employee retention.
• Customer Advocacy and Success Skills: Customer service reps should be able to champion their customers.
• Conflict Resolution Skills: Customer service reps should know how to de-escalate negative situations with customers.

Ensuring your reps learn the following customer service basics and soft skills will make all the difference in your company's growth.

Your employees face customers every day. Customers will judge your business based on interactions with your people and your reps' behavior.

Only with thorough training in critical areas can your customer service representatives confidently deal with customer issues and turn angry customers into satisfied ones.

Let's dive into each of the customer service basics and soft skills your reps need to succeed in their roles.

1. Interpersonal Skills

For effective customer service, reps should look inward and focus on interpersonal skills critical to fostering positive and trustworthy customer relationships.

Positivity isn't just about smiling. It's also about keeping your language upbeat and promising so customers remain positive.

The last thing you want to do is introduce a new negative idea that leaves your customers more concerned than when they first called.

Whether your team serves customers via social media, email, chat, or the phone, train them to replace negative words with positive ones.

For example, instead of saying, "I'm afraid that…", teach your customer service team to start sentences with, "I'd love to help…". This keeps the response in a positive light while remaining honest with customers.

Positivity Training Exercise

• Jot down five to 10 negative customer service responses and ask your team to rewrite them as positive statements. They can work alone or in small groups or pairs.
• Divide your team into pairs and give each pair two problems to role play, so each person can play the role of customer and rep. Have the customer for each problem pay attention to negative words and phrases and then let the other person know what they heard.
• Bring a transcript of an actual conversation to a meeting, and anonymize the customer and the rep. Then walk through the conversation as a group and identify opportunities to make the entire exchange more positive.

Empathy is critical for serving customers. When your team members genuinely want customers to be happy and successful, they can be your biggest assets.

One of the ways to help people develop empathy is to help them walk in a customer's shoes so they become just as invested in finding a solution to a problem.

In addition to helping your customer service team reach that resolution much quicker, you can make a customer for life.

But empathy doesn't come easily to everyone, especially more technical, logical people. While they care, they're often not as well-equipped to express those feelings.

To develop empathy in your customer service team, encourage them to spend time with people who are different from them.

Whether with someone at a community event, an Uber driver, someone in line at a grocery store, or a stranger at a conference, having conversations outside their comfort zones can help diversify their thinking.

Empathy Training Exercise

Tell your team to think about a time they were a customer and might've had a frustrating transaction or unsatisfactory experience. Have them share their stories and recall how they felt and were treated.

2. Clear Communication

Although this is technically an interpersonal skill, it's vital for effective customer service and support that it deserves a separate section.

Clarity in communication can improve customer service interactions tenfold. It's the difference between sending 10 emails or one when explaining a product.

While easy to decipher during interviews and onboarding, speaking with clarity remains a skill that customer service representatives should hone throughout their careers, especially as new products or updates are introduced.

Reddit's Explain Like I'm Five is a great example of clarity in action. On this thread, people take pretty complex topics, from biology to engineering to technology, and explain concepts as if they were teaching a child.

Now, "dumbing" answers down to this extent isn't necessary for your very adult audience, but it's a good example of explaining something clearly and concisely.

And keep in mind, there's a difference between breaking things down and being condescending, so if you share this example with your team, ensure they know where the line is.

Clear Communication Training Exercise

Have your team present product demonstrations as if you were a brand-new customer. Challenge them to explain the product (or a portion of your product) in five minutes or less.

3. Assertiveness and Directness

Customer service reps need to be both assertive and direct.

Doing so helps reps establish authority as someone who can solve customer problems, while simultaneously maintaining clear communication and boundaries.

The ability to face problems head-on without dancing around uncomfortable topics also gives them the tools to help customers find and share the best solutions for their challenges more efficiently.

Think about it this way — customers want quick and effective solutions to their challenges. They don't want to wait around for some wishy-washy answer that may or may not work.

By being assertive and direct, reps make customers feel confident that the information they're receiving is accurate.

Assertiveness and Directness Training Exercise

Encourage reps to try role-play exercises with each other where one person pretends to be an unhappy and vocal customer with many questions.

The other person should practice regaining control of the conversation and respectfully but directly navigating the discussion to the solution the rep can offer.

4. Product Feature and Application Skills

Companies are always growing and evolving — from product updates to new branding. And this is exactly how it should be because the world is also continually changing.

Customers have new expectations, competitors have new offers, and new technologies mean that companies that don't evolve and adapt won't thrive in the future.

With that in mind, you cannot afford for your customer service team to stagnate in their skills or training. Customer service training in your company should be ongoing across the board, but especially for the people on the front lines.

Considering you're essentially teaching them to teach, they should know your product inside and out.

Product Feature and Application Training Exercises

Here are a few examples of customer service training on your product and company:

Assign a mentor.

Organize a mentorship program for every employee, especially your new hires.

The mentor should be someone in another department to expose the employee to different business segments and allow them to stay up-to-date on company-wide happenings.

Additionally, when this mentor isn't in the direct chain of command, they can remain neutral when giving feedback.

Coordinate job shadowing.

This exercise is highly encouraged for new hires but can also benefit customer service veterans.

Shadowing introduces your team to new approaches, responses, and applications of customer service and your product that they'd otherwise not be exposed to.

Hold demonstration sessions.

This is similar to the training idea mentioned above, but it involves having your team present to their teammates. This will challenge them on their communication and understanding of the product.

Encourage attendees to provide constructive feedback to help one another grow. And consider recording these sessions for the person giving the training so they can hear how they present themselves.

Create a knowledge base.

Teaching others is the best way to learn, and it's especially true for customer service. Have your team create a knowledge base of your product or service offering in the form of a guide or directory.

This will challenge your team on their knowledge and clarity and ultimately help customers by creating a lasting company resource.

And, if you make someone responsible for updating it each quarter, you'll have a fantastic record to cross-train new departments.

Learn how to set up your knowledge base of articles in HubSpot's Service Hub.

5. Crisis Management Skills

Research shows that 70% of unhappy customers whose problems are resolved are willing to shop with a business again.

Just because a customer comes to you unhappy, angry, or rude doesn't mean they have to walk away with the same sentiment.

Appropriately managing each customer's crisis and actively working to change their attitude is how you serve and retain customers in the long run.

Discover how to manage, plan for, and communicate during crises with these management plan templates.

Crisis Management Training Exercises

Even those with thick skin can get worn down and discouraged after dealing with many angry customers. So, here are a couple of training exercises to teach your customer service team how to deal with — and delight — difficult customers.

Conduct role-play activities.

This training exercise is highly recommended for all customer service representatives and can be especially helpful for pacifying angry customers.

Conducting mock calls that resemble a real customer service issue (and involve a seemingly angry caller) can help acclimate your team to the realities of upset customers.

Have your team work together. By encouraging veterans on your team to use real situations they've dealt with in the past, you can ensure that your new hires get relevant training.

Teach the LAST method.

Despite intensive training on skills like empathy and patience, some difficult customers will simply be impossible to relate to.

That's where methods like reflective listening and LAST come into play.

LAST stands for L isten, A cknowledge, S olve, and T hank.

Teach your team to pause, listen to, and acknowledge upset customers. These steps can make the difference between solving an angry customer's problem and turning an angry customer into a satisfied one.

6. Team-Building and Camaraderie Skills

Camaraderie and community among professional teams in any industry can help with overall performance, but it's especially important in customer service.

I included this section in my list of customer service training ideas because that's essentially what it is — training your team to take care of themselves so they can take care of your customers.

Team-Building and Camaraderie Training Exercises

Here are a few ways to train your team to cultivate community and take care of themselves:

Encourage meditation.

Dealing with customers all day, every day, can be incredibly draining and stressful. Meditation can be a helpful tool to regain mental balance and relaxation amid customer service chaos.

Dedicate time to learning meditation and relaxation methods, so your team feels comfortable taking a break. Apps like Headspace and Calm can help your team, especially if they meditate together.

Inspire healthy competition.

Customer service training isn't just about teaching your team how to do their job; it's also about encouraging them to reach their full potential.

Inspiring healthy competition through a leaderboard or monthly awards will challenge your customer service team to go above and beyond, helping more customers, creating camaraderie, and contributing to their overall success and future career.

Fun fact: HubSpot's own customer support teams use a leaderboard and have found it motivates and inspires performance.

Take team outings (in-person or digitally).

Traditional product and skill training can bring your team together at work, but out-of-office activities can also inspire community and friendship that further encourage camaraderie in the office.

Treat your team to an event or activity unrelated to work, such as a museum trip or a remote team-building game. These activities are fun, casual, and lead to lasting connections that can mitigate otherwise tough days at work.

In other words, they can lead to strong employee satisfaction and reduce turnover.

Since it takes people up to two years to get fully up to speed, making sure your customer service team is satisfied is a good business practice.

7. Customer Advocacy and Success Skills

To create an atmosphere of customer advocacy and success, your training has to go above and beyond teaching soft and technical skills.

You can win big when you can turn happy customers into customers who actively promote your company.

However, it's not just about delivering a quality product or service. These customers don't simply exist once they purchase from you.

Instead, they're created when your customer service team treats them well and fights to solve their problems.

Customer Advocacy and Success Training Exercises

Here are examples of customer service training to build a world-class customer-focused culture:

Teach new language.

I referenced positive language in a previous section, but this is a little different.

The key to customer advocacy is aligning your goals and needs with the customer and essentially "joining their team" as you work towards a solution. This can be done with a simple switch in verbiage.

Consider creating a "say this, not that" document your team can refer to in conversations. Doing so helps them enhance how customers perceive your company and improve their experience.

For example, how does "I'm not sure we can do that for you" sound compared to "let's see what we can do to solve that"?

How about: "Let's get you set up with the right person to help" versus "I can't help with that"?

Changing responses to align with a customers' frustrations and needs tells a customer, "We're on your side, too."

Encourage exceeding expectations.

Let's say your team must solve a minimum of 10 tickets per day. You could train your employees to get that done and leave them alone. I mean, they are doing their work, right?

Sure, but this hardly creates an environment of going above and beyond for the customer (not to mention each employee's potential). Instead of settling with "good enough," challenge your team to do the best they can do every day.

This motivation will change how much work is done and influence how they work with and satisfy customers.

Not sure how to do this? An example could be creating a leaderboard or gamifying your team output, which we mentioned earlier.

Collect (and use) feedback.

Feedback is the lifeblood of any team or company that wants to improve. Invest in infrastructure that collects customer feedback through surveys, social media, or direct messages.

It's not enough to get customer feedback. You must also use that feedback to measure the team's success and identify improvement opportunities.

It helps individuals improve their skills and shows your customers that you care about what they have to say.

Of note: If you act on a specific piece of feedback, send a note to the customer thanking them for the input and letting them know how you've acted on it so they feel heard and appreciated.

For example, if a customer mentions that they wish you included a resources section on your website for quick self-service, and you decide to create one, let them know.

8. Conflict Resolution Skills

Conflict resolution skills are necessary for any service and support calls reps have with customers. After all, customers reaching out to your service and support reps are doing so because they're trying to find a solution to a challenge or roadblock.

Not to mention, reps are bound to encounter angry, frustrated customers from time to time, too — this requires an even deeper level of conflict resolution on the part of reps.

Conflict Resolution Training Exercises

You can teach reps to resolve different types of conflict in a wide variety of ways. Here are some examples of tips you can encourage your customer service team to use:

• Draw on past experiences to set expectations.
• Communicate clearly.
• Show empathy.
• Use active listening.
• Acknowledge the people's specific needs.
• Don't point fingers or place the blame on anyone.
• Use "I" statements.
• Say you're sorry.
• Stay calm and professional.
• Help people how they want to be helped.
• Don't interrupt.
• Remember the importance of maintaining the relationship.

A lot goes into customer service training, and it can be a daunting process to manage alone. Thankfully, there are plenty of customer service training materials available online. We've gathered some of our favorites below.

Learn everything you need to know to get started with the HubSpot Service Hub.

1. Customer Service Training Manual [ Download for Free ]

Aligning your team with universal training documentation is an assured way to inform new hires of their roles, goals, and expectations.

You can use this free customer support training manual template to build a customizable business manual.

New Hire Guide

This part of the template allows you to welcome your new customer service reps and give them an overview of the team. It also lets you warmly greet them and get them excited about their new role.

Customer service reps are one of the roles with the highest turnover , so you want to get them started on the right foot.

This short, flexible section allows you to give ballpark dates for when certain parts of the training will start and end.

Later in the manual, you can provide a more detailed 100-day plan with specific milestones, but this section will help you set the stage and establish expectations.

Tech and Software Setup

Your reps will need to leverage many tools to get their job done efficiently, but you don't want them to feel overwhelmed. Feelings of overwhelm can quickly lead to burnout.

Use this section to outline where they can get a monitor and headset, which customer service software and CRM they'll use, and how to access and set up each tool.

Remember that camaraderie we were talking about earlier? You should strive to foster that starting from the training period.

Giving your reps a list of people to schedule "coffee chats" with can help them get acquainted with the team more quickly. This is especially important if your customer service team is remote.

A strong 100-day or 30-60-90-day plan can get your rep started on the right foot and give them guidelines for how they should perform by a certain date. No rep wants to be hired and feel like they have to perform perfectly on the first day.

Reassure your reps that they'll be "ramped up" to full performance standards by outlining what will be expected of them as time goes on.

Feedback and Reviews

Providing feedback as you train your customer service rep is essential for ensuring their success. This section lets you set dates for checking in with your new rep to let them know how they're doing.

These meetings don't have to be formal, but you should know how to conduct a performance appraisal before starting one.

Interacting with Customers

In this section of the manual template, you can provide concrete guidelines for handling customer inquiries and complaints.

Here, you can provide a few guidelines for fostering a positive customer service tone during the call. You might also link to your customer service scripts and/or role-play scenarios.

Escalation Framework

A top-performing customer service rep knows when to escalate a problem to someone who can deal with it more effectively. This part of the manual gives your new reps guidance on when to do just that.

Consider including a chart and scenarios when escalation is necessary to keep the customer (and your rep) happy. Remember, if your service rep feels forced to deal with a situation that is out of their hands, everyone suffers.

Product FAQ

While you should hold a dedicated product training during your new hire onboarding process , you should still include an easy-to-reference section with FAQs about your product.

This part will address any product questions that may come up as the rep gets acquainted with the product they'll provide support for. It should also provide quick answers to frequent support questions.

Resources for Success

Leave the customer service rep with a list of tools that will help them more effectively ramp up and get acquainted with the ins and outs of their role.

You can include logistical information here — such as a link to your documents about PTO — and also inspirational materials, such as a video from the CEO.

2. Customer Service Training Courses

Online customer service training courses teaching vital skills can be a great addition to your training program.

As self-led seminars, employees take ownership of their training and are exposed to skills and competencies outside the organization.

Below is a short list of some free customer service training courses for your team.

1. Delivering Exceptional Customer Support by HubSpot

This short course from HubSpot will acquaint your reps with key competencies and tactics for delivering support your customers will praise you for.

It's a quick course — less than an hour long — making it an ideal and convenient addition to your training schedule. You could even get your entire customer service team in one room and play it for them at once.

The course is split into three sections:

• Understanding customer support competencies. Your reps will learn the basic skills they need to deliver excellent support and how to improve those skills continuously.
• Support case framework. Your reps will learn how to structure their approach to each case to resolve customer issues more effectively.
• Managing your time as a customer support rep. Time management is the lifeblood of a strong workflow. In this short lesson, reps will learn how to increase their productivity.

2. Customer Service Training by Alison

Alison is a digital education hub that offers free courses and paid certifications on various skills. Its customer service training course is geared towards beginners in the field, so it's a perfect place to start.

This course will give your employees an understanding of essential customer service factors and help them understand how to deliver a customer-friendly approach that's best for your business needs.

They'll also learn the benefits of providing excellent service and cover a few do's and don'ts when dealing with customers.

3. Culture of Services: New Perspective on Customer Relations by edX

Like Alison, edX is another digital learning platform offering free courses.

They partner with universities worldwide, such as Berkeley, Harvard, and the University of Kyoto — the school to which the Culture of Services: New Perspective on Customer Relations course is presented.

This course focuses on customer service's social and cultural aspects and takes 9 to 11 weeks to complete. Throughout the course, your employees will be exposed to various services — such as sushi bars, restaurants, hotels, and apparel.

They'll study customer service's "nuanced and paradoxical nature" and learn how to approach it from a cultural and social perspective.

4. Customer Service Training by GoSkills

GoSkills, an innovative online learning platform, is dedicated to helping organizations and individuals worldwide acquire essential business skills.

Their customer service training, led by the dynamic David Brownlee, goes beyond generic courses. It offers engaging lessons such as "Psychology of Your Company," "Verbal and Nonverbal Cues," and "Anticipate Customer Needs," among others. These lessons are designed to be concise, with durations of 3-6 minutes, allowing learners to complete the video content within an hour and a half. Additionally, each lesson is accompanied by supplementary exercises to reinforce learning.

Your team can access this invaluable course through a free trial or via your organization's GoSkills Courses or GoSkills Platinum plan. It's also important to note that all GoSkills courses are CPD-accredited, ensuring the highest standard of professional development.

5. Innovative Customer Service Techniques by LinkedIn Learning

LinkedIn Learning is an award-winning online education platform run by the most popular professional social media platform. It primarily teaches digital and business-related skills.

The Innovative Customer Service Techniques course is created and presented by customer service expert Jeff Toister and consists of a short 45-minute video.

Your employees can access the course through a seven-day free trial or join LinkedIn Learning's paid membership.

6. Bonus: Business Courses by Treehouse

Treehouse is another online course library, but the program requires a paid membership.

HubSpot uses Treehouse for our own customer support and service training. Treehouse offers courses on soft skills and others that may contribute to overall customer service education.

3. Customer Service Training Games

Using games and activities can make customer service training much more fun.

Whether they require materials like a whiteboard or simply involve your team, games are a way to teach valuable skills while encouraging teamwork and collaboration between your employees.

Check out these free, quick-and-easy games to play during customer support and service training:

• Fun and Powerful Training Games for Customer Service Teams by UserLike
• Free Customer Service Training Games by BusinessTrainingWorks

4. Customer Service Training Videos

Sometimes it's valuable to incorporate outside insight or perspective during customer service training.

Best of all, it's not something you have to do on your own. Videos from thought leaders and industry experts are powerful additions to your customer service training programs.

Here's an example of a well-made, valuable customer service training video. Also, check out this post for more videos .

Customer Service Training Video Example

In this 12-minute video, business coach and consultant David Brownlee explains the essentials of customer service in friendly, easy-to-understand language. With over 4,000 likes, the value of this video speaks for itself.

Brownlee is an expert in the customer service field and advocates for creating relationships of trust and loyalty with customers, promoting customer care versus simple service.

Grow Better With Customer Service & Support Training

Consumers view customer service as the test of how much a company truly values them.

Roughly three out of every four customers view their interactions with customer service as more important than marketing or sales — and it's why customer service is such an important engine for growth.

With your customer service team on the front lines of customer service and retention, they need to be properly trained and equipped to handle any challenge that comes their way.

Execute these customer service and support training ideas, and your customers and employees will be more satisfied overall.

Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness.

Don't forget to share this post!

Related articles.

Customer Service Scripts: 20 Easy-To-Use Templates For Your Support Team

The Top 5 Most Important Customer Service Standards, According to Consumers

10 Customer Service Principles Every Great Support Rep Should Follow

Customer Service & Support Training: 45 Free Resources

13 Body Language Tips That Can Make or Break Your Customer Service

30 Employee Engagement Ideas & Activities Your Team Will Actually Enjoy

Customer Service Culture: 7 Effective Ways to Build It [+ Examples]

How to Provide White-Glove Customer Service

What Is a Customer Service Self-Evaluation? [+Examples]

How DISC Personality Tests Can Help New Service Reps

Templates to communicate apologies, thanks, and notifications to your customers.

Service Hub provides everything you need to delight and retain customers while supporting the success of your whole front office

10 topics to include in every customer service training manual

The key to customer satisfaction is a team of well-trained and dedicated customer service representatives. That’s why it’s essential to thoroughly and consistently train your customer service reps. One way you can effectively educate your team is with a customer service training manual . 

As we begin a new year, it’s the perfect time to review the manual and update it to reflect new changes and trends. Read on to learn about how you can refresh your customer service training manual for 2022 and see some helpful customer service training topics that it should include.

1. The importance of customer service

One topic that every customer service training manual should cover is the importance of customer service. The goal is to inform every customer service rep and show them how their role impacts the success of your business. This type of customer service policy is also a great tool to provide motivation as your team members want to feel fulfilled, important, and challenged.

2. Policy for customer service interactions

Your customer service training manual should also touch the standard process for interactions with customers. You’ll want to outline a process that includes the best customer service policies that are applicable to the most situations, in a way that’s easy to understand.

3. Different verticals and industries

If your company spans across multiple industries, it’s worthwhile to feature different sections in the customer service training manual for each one. While there are many questions, complaints, and requests that are applicable to all industries, there are some that only pertain to certain segments and could call for different types of customer service training manuals.

4. Definition of service

Every company defines customer service differently. It’s important that you include a definition of how your company defines customer service to keep your people on the same page. In fact, just about every training manual template includes a definition of service. The definition of service provides a clear direction for every representative to address the customers’ needs as much as possible.

5. How to take a customer-friendly approach

Your customer service training manual template should emphasize a customer-friendly approach for customer service procedures and processes. The two major elements of a customer-friendly approach include communication and relationships. Give applicable and relevant examples of how reps should demonstrate these ideals in your manual. 

6. A clear understanding of your customers

You should also have a section that provides your customer service reps with information about the types of customers they’ll commonly work with. This will give your team the information needed to help customers feel cared for and understood.

7. Soft skills for a top-notch customer service rep to have

Every customer service training manual should include a list of all the soft skills that a top-notch customer representative should embody. Some essential customer service skills include active listening, attentiveness, communication, confidence, decision-making, empathy, flexibility, positivity, problem-solving, and being a team player. By making these soft skills tangible, reps know what they should be aiming for. 

8. How to make a good first impression

There should also be a section about how your customer representatives can make good impressions with customers. For added context, consider showing reps what it looks like to create a positive impression versus a negative one. That way, your customer representatives will know which behaviors and actions to avoid.

9. Non-verbal communication

You should also include a section about non-verbal communication since a significant amount of communication is non-verbal. This section should touch upon how customer reps can take advantage of non-verbal communication to satisfy customers. Some examples of non-verbal communication include smiling, eye contact, and hand gestures, and posture.

10. Telephone etiquette

If you have customer service reps who provide support over the phone, you should definitely have a section about telephone etiquette. Provide your team with information about how to best answer the phone and how to troubleshoot effectively. 

Get started with our Free Customer Service Training Manual

Is it time to revisit your customer service training manual? Our free customer service training customer service training manual is a great tool to help your team deliver consistent customer service training and delight customers.

PROFESSIONAL SERVICES

Expert advisors, at your service

SUBSCRIPTION

Subscribe to our newsletter

Thank you for subscribing

The complete guide to enablement

SEISMIC ROI CALCULATOR

Grow like the sky's the limit.

The 2023 Value of Enablement Report

• SUGGESTED TOPICS
• The Magazine
• Newsletters
• Managing Yourself
• Managing Teams
• Work-life Balance
• The Big Idea
• Data & Visuals
• Reading Lists
• Case Selections
• HBR Learning
• Topic Feeds
• Account Settings
• Email Preferences

How AI Can Power Brand Management

• Julian De Freitas

Marketers have begun experimenting with AI to improve their brand-management efforts. But unlike other marketing tasks, brand management involves more than just repeatedly executing one specialized function. Long considered the exclusive domain of creative talent, it encompasses multiple activities designed to build the reputation and image of a business—such as crafting and communicating the brand story, ensuring that the product or service and its price reflect the brand’s competitive positioning, and managing customer relationships to forge loyalty to the brand.

A brand is a promise to customers about the quality, style, reliability, and aspiration of a purchase. AI can’t fulfill that promise on its own (at least not anytime soon). But it can shape customers’ impressions of a brand at every interaction. And it can automate expensive creative tasks—including product design. To succeed with it, you must understand how it is perceived by stakeholders and what can be done not only to mitigate their concerns but to make them avid supporters. Using examples from Intuit, Caterpillar, and LOOP, along with in-depth scholarly research, the authors propose a framework for thinking about the key roles that AI plays when it comes to managing brands effectively.

It can automate creative tasks and improve the customer experience.

Idea in Brief

The opportunity.

Brand management, long considered the exclusive domain of creative talent, has become faster and better informed than ever because of AI.

The Challenge

AI has the potential to adversely affect a brand, so successfully implementing it in this context often involves confronting resistance and backlash from both customers and employees.

The Solution

The most successful brand management blends the best of human and machine intelligence to augment rather than replace human creativity. Nike, Intuit, Caterpillar, and others have used AI to the great benefit of their brands.

Few brands are more iconic than Nike. From its swoosh logo to its slogan “Just Do It,” the company has mastered the artistry necessary to build a renowned brand. So when Nike asked Obvious, a trio of Parisian artists who make AI-inspired designs, to develop new iterations of the Air Max sneaker in 2020, it wanted to be sure the designs wouldn’t deviate too dramatically from Nike’s signature style. Obvious trained its generative AI model by feeding it pictures of the Air Max 1, the Air Max 90, and the Air Max 97 and used the model to create a vast array of design ideas. Then, drawing on their own knowledge and perception of broader fashion trends along with Nike’s marketing objectives, the trio iteratively tweaked the model until it produced a design that struck the right balance between novelty and staying on brand. The design incorporated many of the stylistic elements of the classic Air Max but blended them with new colors, shapes, and patterns to achieve a fresh, cool feel. The limited edition shoes sold out in less than 10 days.

• Julian De Freitas is an assistant professor in the marketing unit at Harvard Business School.
• EO Elie Ofek is the Malcolm P. McNair Professor of Marketing at Harvard Business School.

Partner Center