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CHAPTER ONE PowerPoint PPT Presentation


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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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CHAPTER ONE

What isCustomer Service?


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


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.


DEFINING CUSTOMER SERVICE

  • Customer-focused organizations

  • Concept of customer service

  • Post-WWII service

  • Shift to service


SHIFT TO SERVICE (1)

Typical Former Occupations

Farmer

Ranch Worker

Machinist

Engineer

Steelworker

Homemaker

Factory Worker

Miner

Tradesperson

Railroad Worker


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


IMPACTOF ECONOMY

  • Quantity of jobs

  • Distribution of jobs

  • Quality of service jobs


ADDRESSING THE CHANGES

  • Must provide service excellence

  • Must become “Learning Organizations”

  • Anticipate customer needs

  • Train employees

  • Give employees authority to resolve issues


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


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


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


CUSTOMER SERVICE ENVIRONMENT

Organizational Culture

Service

CUSTOMER

Human Resources

Delivery Systems

Products/Deliverables


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