“Customer Service” can be made up of many things, depending on the company and type of industry you are researching. Simply conducting a database search under a company name + “customer service” may not necessarily bring back the kind of returns you are looking for. Be creative when searching for information. Think about the kinds of things that make your experience better when you are on the customer side of a transaction, of any kind. Try searching the ProQuest Database for some articles about customer service.
Again, you can look at the company website and look for things they promote as positives, such free shipping or a great returns policy, in the case of retail – both online and bricks & mortar. Another example is earning points on a credit card that brings free travel or a discount coupon on clothing. That is, loyalty programs of some kind. And proper employee training may lead to more satisfied customers.
Searching the Berkeley Databases is another avenue. Consulting a book on customer service is a good way to get ideas for search terms for research in our databases. Both print books and books from our “Ebook Central ” database may be helpful sources for you.
