Paper Title: Changing and Managing Customer Service in a ?You Get What I Give Culture?

Purpose: Explain the latest trends in managing and changing customer service from a ?you?ll get what I give you and nothing else? culture to a ?customer always comes first? culture. Give a short background, current situation, and future trends. Especially from the point of view of an old, established industry that dictated to the customer what it would do or give them that is now changing to a more customer service model.

Answer questions in paper: 1) Why is this change in customer service culture important to a service provider?s career? 2) How to incorporate this change in culture in future business, operating plans?

Sources: research with existing case studies, academic papers in peer review journals and/or current news.