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CHAPTER ONE

CHAPTER ONE. What is Customer Service?. L EARNING O BJECTIVES. Define customer service Identify socioeconomic and demographic changes Recognize factors responsible for shift to a service culture List six major components of customer-focused environment. C USTOMER S ERVICE.

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CHAPTER ONE

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  1. CHAPTER ONE What isCustomer Service?

  2. LEARNING OBJECTIVES • Define customer service • Identify socioeconomic and demographic changes • Recognize factors responsible for shift to a service culture • List six major components of customer-focused environment

  3. CUSTOMER SERVICE The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner which satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.

  4. DEFINING CUSTOMER SERVICE • Customer-focused organizations • Concept of customer service • Post-WWII service • Shift to service

  5. SHIFT TO SERVICE (1) Typical Former Occupations Farmer Ranch Worker Machinist Engineer Steelworker Homemaker Factory Worker Miner Tradesperson Railroad Worker

  6. SHIFT TO SERVICE (2) Typical Service Occupations Salesperson Insurance Agent Food Server Administrative Assistant Flight Attendant Call Center Representative Repair Person Travel Professional Child Care Provider Security Guard

  7. IMPACTOF ECONOMY • Quantity of jobs • Distribution of jobs • Quality of service jobs

  8. ADDRESSING THE CHANGES • Must provide service excellence • Must become “Learning Organizations” • Anticipate customer needs • Train employees • Give employees authority to resolve issues

  9. SOCIETAL FACTORS AFFECTING CUSTOMER SERVICE (1) • Shifts in the population profile • Increased efficiency in technology • Globalization of the economy • Deregulation of many industries • Geopolitical changes

  10. SOCIETAL FACTORS AFFECTING CUSTOMER SERVICE (2) • Increase in white-collar workers • Socioeconomic programs • More women entering workforce • More diverse population in workforce • More older workers in workforce

  11. SOCIETAL FACTORS AFFECTING CUSTOMER SERVICE (3) • Desire for better use of leisure time • Expectation of quality service • Better-educated customers • Increased number of small businesses • Growth of e-commerce

  12. CUSTOMER SERVICE ENVIRONMENT Organizational Culture Service CUSTOMER Human Resources Delivery Systems Products/Deliverables

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