“Customer service has been a widely discussed topic for decades. The early 90’s saw a period of quality customer service, exceeding customer expectations and ‘moments of truth.’ The technology revolution has brought customer relationship tools and software. Technology allows business of all sizes to manage their customer relationships with profiles, trends and customer history. It would seem that nothing new has developed from the field of customer service until you know the work of Professor Richard B. Chase and Associate Professor Sriram Dasu at USC’s Marshall School of Business. Professor’s Chase & Dasu have applied the field of behavioral science to customer service.”

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