Chap001 Alternative

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Chap001 Alternative

  1. 2. CHAPTER ONE What is Customer Service?
  2. 3. L EARNING O BJECTIVES <ul><li>Define customer service </li></ul><ul><li>Identify socioeconomic and demographic changes </li></ul><ul><li>Recognize factors responsible for shift to a service culture </li></ul><ul><li>List six major components of customer-focused environment </li></ul>
  3. 4. C USTOMER S ERVICE <ul><li>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. </li></ul>
  4. 5. D EFINING C USTOMER S ERVICE <ul><li>Customer-focused organizations </li></ul><ul><li>Concept of customer service </li></ul><ul><li>Post-WWII service </li></ul><ul><li>Shift to service </li></ul>
  5. 6. S HIFT T O S ERVICE (1) <ul><li>Typical Former Occupations </li></ul><ul><li>Farmer </li></ul><ul><li>Ranch Worker </li></ul><ul><li>Machinist </li></ul><ul><li>Engineer </li></ul><ul><li>Steelworker </li></ul><ul><li>Homemaker </li></ul><ul><li>Factory Worker </li></ul><ul><li>Miner </li></ul><ul><li>Tradesperson </li></ul><ul><li>Railroad Worker </li></ul>
  6. 7. S HIFT T O S ERVICE (2) <ul><li>Typical Service Occupations </li></ul><ul><li>Salesperson </li></ul><ul><li>Insurance Agent </li></ul><ul><li>Food Server </li></ul><ul><li>Administrative Assistant </li></ul><ul><li>Flight Attendant </li></ul><ul><li>Call Center Representative </li></ul><ul><li>Repair Person </li></ul><ul><li>Travel Professional </li></ul><ul><li>Child Care Provider </li></ul><ul><li>Security Guard </li></ul>
  7. 8. I MPACT O F E CONOMY <ul><li>Quantity of jobs </li></ul><ul><li>Distribution of jobs </li></ul><ul><li>Quality of service jobs </li></ul>
  8. 9. A DDRESSING T HE C HANGES <ul><li>Must provide service excellence </li></ul><ul><li>Must become “Learning Organizations” </li></ul><ul><li>Anticipate customer needs </li></ul><ul><li>Train employees </li></ul><ul><li>Give employees authority to resolve issues </li></ul>
  9. 10. S OCIETAL F ACTORS A FFECTING C USTOMER S ERVICE (1) <ul><li>Shifts in the population profile </li></ul><ul><li>Increased efficiency in technology </li></ul><ul><li>Globalization of the economy </li></ul><ul><li>Deregulation of many industries </li></ul><ul><li>Geopolitical changes </li></ul>
  10. 11. S OCIETAL F ACTORS A FFECTING C USTOMER S ERVICE (2) <ul><li>Increase in white-collar workers </li></ul><ul><li>Socioeconomic programs </li></ul><ul><li>More women entering workforce </li></ul><ul><li>More diverse population in workforce </li></ul><ul><li>More older workers in workforce </li></ul>
  11. 12. S OCIETAL F ACTORS A FFECTING C USTOMER S ERVICE (3) <ul><li>Desire for better use of leisure time </li></ul><ul><li>Expectation of quality service </li></ul><ul><li>Better-educated customers </li></ul><ul><li>Increased number of small businesses </li></ul><ul><li>Growth of e-commerce </li></ul>
  12. 13. C USTOMER S ERVICE E NVIRONMENT CUSTOMER Organizational Culture Human Resources Products/Deliverables Delivery Systems Service

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