Customer service chapter 1 and 2

Promotes and protects intellectual property rights.

our personal vision of the result that will come from our experience is referred to as our

Sales in brick-and-mortar stores are down for many retailers and suppliers as consumers turn to the Internet for their needs. Customer satisfaction: The feeling of a person whose needs have been met by an organization.

Breakdowns in service quality.

Shoppers use the virtual market place to satisfy needs or wants that they likely did not know they had before browsing the Internet. LO Defining customer service The ability of knowledgeable, capable and enthusiastic employees to deliver products and services to internal and external customers Service industry The definition of customer service really depends on the type of business A service industry is one that engaged in service delivery, rather than working with products. This chapter introduces the concept of customer service to the student. Information, products, and services are easily accessible by customers. Shift to service Economy shifted focus from manufacturing to providing timely quality service LO Defining Customer Service The concept of customer service started with cottage industries Cottage industries: Small businesses started by people in their homes or cottages, to barter products or services with neighbors Post-world war II service in the United States Increasing number of workers were pulled into the service sector due to increasing demand Shift to service due to the increasing importance of the service economy Service economy: Trend in which businesses have shifted from primarily production and manufacturing to more service delivery Many organizations have developed specifically to provide services to customers 7 Figure 1. Reevaluation and quantitative measurement of the way business is conducted is ongoing and results in necessary changes and upgrades to deliver timely quality service to the customer. As a result of societal values, companies change their approach in doing business as a competitive strategy and to attract and hold customers. Quality and quantity determine customer satisfaction. Those who understand and have tapped into the concept of professional networking. Closure or restructuring of the company. External customers are the current or potential customers of a company Organizational culture An element of an organization that a customer encounters Human resources The process of recruiting, selecting, training and retaining the best people Products and deliverables The actual tangible or intangible the customer receives Quality and quantity of product should meet expectations Delivery systems Refers to how the product is delivered to the customer Service How the customer is treated 12 How to address the customer service changes Learning organizations The small business perspective LO Addressing the changes Learning organizations is a company who uses knowledge, education and training to continue growth and development of their organization. Management and systems support and appropriately reward employee efforts to serve customers. Policies are in place to allow employees to make decisions in order to better serve customers. As consumers - Bring a better understanding of the needs of the various groups that they represent. Delivery system Method used by an organization to provide services and products to its customers.

Customer satisfaction is crucial. External customers are the current or potential customers of a company Organizational culture An element of an organization that a customer encounters Human resources The process of recruiting, selecting, training and retaining the best people Products and deliverables The actual tangible or intangible the customer receives Quality and quantity of product should meet expectations Delivery systems Refers to how the product is delivered to the customer Service How the customer is treated 12 How to address the customer service changes Learning organizations The small business perspective LO Addressing the changes Learning organizations is a company who uses knowledge, education and training to continue growth and development of their organization.

Disadvantages Major industry shakeups. There is a greater need for better understanding of diversity-related issues.

the customers overall feeling of contentment with a customer interaction is referred to as

These events have created opportunities for newly established companies to step in with improvements and innovations to close the gaps and better serve customers. Internal customers: People within the organization who require support and service and provide information, products, and services to service providers.

Attracting and retaining qualified employees is a challenge for many companies.

Customer satisfaction: The feeling of a person whose needs have been met by an organization. Networking: The active process of building relationships and sharing resources. Define What is the service industry? As consumers - Bring a better understanding of the needs of the various groups that they represent. Promotes and protects intellectual property rights. Companies have made drastic shifts in the way they do business and attempt to attract and hold customers. Promotes fair trade across borders. It is likely that competition for desired prime service jobs will continue to become much more intense into the foreseeable future. Reevaluation and quantitative measurement of the way business is conducted is ongoing and results in necessary changes and upgrades to deliver timely quality service to the customer. Determined by industry standards, customer expectations, capabilities, costs, and current and projected requirements. Employees who obtain and maintain the better customer service jobs that provide good working conditions, security, and benefits will be: Those who are better educated, trained, and prepared. Machines and equipment can work 24 hours, seven days a week with few lapses in quality, with no need for breaks, and without increases in salary and benefits.
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Chapter 1 The Customer Service Profession