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Currently, I am a scholar at Butler Community College and studying to become a professional customer service representative. I am interested in this career because I believe consumers are the most crucial factor in any form of organization; as a result, they deserve a full-time and round-the-clock service that continually interacts with them to communicate vital information or address their grievances. A professional customer service representative is essential to the society since they ensure that the organization is always in touch with the consumers from the community at large; thereby identifying their preferences, complaints and addressing them accordingly. Despite that, one significant challenge facing this profession is the rapid development and implementation of automated customer response services. And it means that the traditional function of customer service representatives will be replaceable by software, computers, and artificial intelligence automated-technology; thereby leading to unemployment. Today, business enterprises compete on consumer experience (Britt 20). As a result, professional customer service is essential for all enterprises since it affects the bottom line and significantly influences the public eye perspective on the enterprise.

Phillip Britt, in the “Customer Service, Becomes a Marketing Tool: MARKETING THAT HIGHLIGHTS CUSTOMER SERVICE SUCCESS FULFILLS THE PROMISE OF CRM” book acknowledges that today consumers do not stay loyal to firm due to price and product by customer service. More precisely, the author insists that strategic customer relationship management is the key to ensuring that customer-service is fostered to provide the consumers to remain loyal and boost productivity. All in all, Phillip Britt insists on the significance of appropriate customer service in a bid to ensure business enterprises maintain a full-time and round-the-clock service that continually interacts with them to communicate vital information and address grievances. As a result, the target audiences for Phillip Britt’s article are business organizations that work to satisfy their consumers and boost productivity.

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