Post on 24-Mar-2018
© 2012 by Robert W. Lucas
Chapter 1: The Customer Service Profession
Instructor: Mr. Leon Roberts
Contact: Lroberts@cci.edu
Website: leon-roberts.com
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© 2012 by Robert W. Lucas
Learning Outcomes
• 1-1: Define customer service.
• 1-2: Describe factors that have impacted the growth of the service sector in the United States.
• 1-3: Identify the socioeconomic and demographic changes that have influenced customer service.
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© 2012 by Robert W. Lucas
Learning Outcomes
• 1-4: Recognize the changes in consumer behavior that are impacting service.
• 1-5: List the six major components of a customer-focused environment.
• 1-6: Explain how some companies are addressing the changes impacting the service sector.
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© 2012 by Robert W. Lucas
What is Customer Service?
• Define The ability of knowledgeable, capable and enthusiastic
employees to deliver products and services to internal and external customers
• What Is the 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
– Product
» Something produced or tangible
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© 2012 by Robert W. Lucas
Customer-Focused Organization
• Define • A company that focused and spends effort by insuring great service
• Characteristics of a customer focused organization
– Internal Customers
– Their focus is on determining and meeting the needs of customers while treating everyone with respect and as if they were special
– Management and systems support and appropriately reward employee efforts to serve customers
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© 2012 by Robert W. Lucas
Customer-Focused Organization
• Characteristics of a customer focused organization (contd)
» 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
» Continual benchmarking or comparison with competitors and related organizations helps maintain an acute awareness and implementation of best service practices by the organization
» The latest technology is used to connect with and provide service to customers, vendors, or suppliers and to support business operations
» They build relationships through customer relationship management (CRM) programs
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© 2012 by Robert W. Lucas
Customer Service Historically
• The service sector
– What is it?
• Historical customer service
– Cottage industries
– Shift to service
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© 2012 by Robert W. Lucas
Growth of Service Sector
• Job Growth – Jobs in service are expected to grow while goods producing
occupations are expected to shrink
• Economy – Overall quantity
» Growth is projected
– Distribution of jobs among industries, occupations, geographic areas and different size business
» Telecommuting as a trend
» More training and technology provided
» Jobs may be more centered in major metropolitan area
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© 2012 by Robert W. Lucas
Growth of Service Sector
• Quality of jobs – Quality of jobs, measured by wages, security and
opportunities for development
» Better paying jobs on the rise
» Service sector tends to pay more than goods-producing
» Different skills are needed
» Education is needed
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© 2012 by Robert W. Lucas
Societal Factors Affecting Customer Service
• Global economic shift
– Economic indicators have been in turmoil, creating new needs
– People tend to cut costs
• Shifts in population
– Higher population growth in some countries
• Increased technology efficiency
– New machines can work longer and faster
– Technological advances can lead to increase in some jobs, but decrease in others
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© 2012 by Robert W. Lucas
Societal Factors Affecting Customer Service
• Globalization
– Trade barriers came down
– Offshoring and outsourcing as a result—can help increase profit
• Deregulation
– The removal of governmental restrictions on an industry
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© 2012 by Robert W. Lucas
Societal Factors Affecting Customer Service
• Geopolitical
– Political unrest, conflicts, wars and embargos
– Limit access to product and that global market
– Trade agreements can assist companies in finding cheaper labor in other countries
– China’s increased need for services and products
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© 2012 by Robert W. Lucas
Societal Factors Affecting Customer Service
• White Collar Workers – Less farming, mining so more people work at traditional nine-
to-five jobs
• Women entering workforce – Shifting of traditional roles
– Women’s incomes have risen but still not equal to the pay of men doing the same job
• Diversity – Number of people from different cultures entering workforce
– Traditions, customs are different
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© 2012 by Robert W. Lucas
Societal Factors Affecting Customer Service
• Older workers – Median age is rising because of baby boomers
– Many older people working traditionally “younger” jobs
• E-commerce – Growth of online transactions
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© 2012 by Robert W. Lucas
Consumer Behavior Shifts
• New mindsets
• Expectations
• Customer Preparation
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© 2012 by Robert W. Lucas
The Components of a customer service environment
• The Customer
• Organizational Culture
• Human Resources
• Products and deliverables
• Delivery systems
• Service