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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What isCustomer 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.
Typical Former Occupations
Typical Service Occupations
Call Center Representative
Child Care Provider