Slide1 l.jpg
This presentation is the property of its rightful owner.
Sponsored Links
1 / 13

CHAPTER ONE PowerPoint PPT Presentation


  • 95 Views
  • Uploaded on
  • Presentation posted in: General

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.

Download Presentation

CHAPTER ONE

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


Chapter one l.jpg

CHAPTER ONE

What isCustomer Service?


L earning o bjectives l.jpg

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


C ustomer s ervice l.jpg

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.


D efining c ustomer s ervice l.jpg

DEFINING CUSTOMER SERVICE

  • Customer-focused organizations

  • Concept of customer service

  • Post-WWII service

  • Shift to service


S hift t o s ervice 1 l.jpg

SHIFT TO SERVICE (1)

Typical Former Occupations

Farmer

Ranch Worker

Machinist

Engineer

Steelworker

Homemaker

Factory Worker

Miner

Tradesperson

Railroad Worker


S hift t o s ervice 2 l.jpg

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


I mpact o f e conomy l.jpg

IMPACTOF ECONOMY

  • Quantity of jobs

  • Distribution of jobs

  • Quality of service jobs


A ddressing t he c hanges l.jpg

ADDRESSING THE CHANGES

  • Must provide service excellence

  • Must become “Learning Organizations”

  • Anticipate customer needs

  • Train employees

  • Give employees authority to resolve issues


S ocietal f actors a ffecting c ustomer s ervice 1 l.jpg

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


S ocietal f actors a ffecting c ustomer s ervice 2 l.jpg

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


S ocietal f actors a ffecting c ustomer s ervice 3 l.jpg

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


C ustomer s ervice e nvironment l.jpg

CUSTOMER SERVICE ENVIRONMENT

Organizational Culture

Service

CUSTOMER

Human Resources

Delivery Systems

Products/Deliverables


  • Login