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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

CHAPTER ONE

What isCustomer Service?

l earning o bjectives
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
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
DEFINING CUSTOMER SERVICE
  • Customer-focused organizations
  • Concept of customer service
  • Post-WWII service
  • Shift to service
s hift t o s ervice 1
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
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
IMPACTOF ECONOMY
  • Quantity of jobs
  • Distribution of jobs
  • Quality of service jobs
a ddressing t he c hanges
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
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
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
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
CUSTOMER SERVICE ENVIRONMENT

Organizational Culture

Service

CUSTOMER

Human Resources

Delivery Systems

Products/Deliverables