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Abstract
Quality of Customer Service becomes critical for company's success on the market. If planed properly, incentive pay plans may increase customer service representatives' interest to providing better service to the customer. Specifics of Customer Service brings its difficulties to setting standards for quantity and quality measuring of the Customer Service productivity, as basics of incentive pay determination.


Customer Service definition and role in the business.
Customer Service topic is both easy and hard to research. It looks easy because everyone can tell that they know what Customer Service is. It is also hard because there is no academic definition of Customer Service, but at the same time there is a number of different meanings of this term for different people. According to the Barron's Business Dictionary (n.d.), customer service is "department or function of an organization that responds to inquiries or complaints from customers of that organization."......

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Approximate Word Count: 2699
Approximate Pages: 11 (250 words per double-spaced page)

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