Does BP understand Customer Service
According to Jamier L. Scott in Electronic Commerce: A Managerial Perspective, “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation. How true considering the problems that BP has been experiencing since April 20th.. According to consumerist.com, BP service reps have had their hands full since the oil disaster. "Janice," not her actual name, has been working in the BP Call Center in Houston, answering calls about the disaster from all over the world, and s...