Chapter 1 Introduction To Customer-Centric Service 4/19/2017 Chapter 1 Introduction To Customer-Centric Service Objectives Define customer-centric service Contrast traditional customer service with exceptional customer service Identify required customer service skills and competencies Chapter 1 The World of Customer Service, 2e Odgers WOCS-2 (Odgers)

Defining Customer Service Customer service is the process of satisfying the customer, relative to a product or service, in whatever way the customer defines as meeting his or her need, and having that service delivered with efficiency, understanding, and compassion. Chapter 1 The World of Customer Service, 2e Odgers

Mission Statement, Values, and Goals of Customer Service Examples of Mission Statements “Good service is good business” “We are ladies and gentlemen serving ladies and gentlemen” Chapter 1 The World of Customer Service, 2e Odgers

External and Internal Customers External customers Customers whose needs we traditionally think of serving, who purchase and use a company’s products and services Internal customers People or departments within a company that rely on colleagues to provide the support they need to serve their own internal and external customers Chapter 1 The World of Customer Service, 2e Odgers

Employment Growth for Customer Service Representatives (CSRs) According to the U.S. Bureau of Labor Statistics Service related jobs are expected to increase at a faster rate than all other occupations. Specifically, the CSR occupation is expected to increase from 2,063,000 jobs in 2004 to 2,534,000 jobs in 2014. Chapter 1 The World of Customer Service, 2e Odgers

The Evolving Role of Customer Service The “New Customer Economy” is characterized as a power shift from companies to their customers. Traditionally, customer service was delivered in the Customer Service Department. Today, everyone in an organization must deliver exceptional customer service to all customers. Chapter 1 The World of Customer Service, 2e Odgers

Multichannel Customer Contact Points Customer contact occurs through many channels In person On the phone Through written communications Online Chapter 1 The World of Customer Service, 2e Odgers

The World of Customer Service, 2e Odgers The Role of a CSR In general, the role of a customer service representative is to Answer questions Solve problems Take orders Resolve complaints Chapter 1 The World of Customer Service, 2e Odgers

Characteristics and Skills that Describe Exceptional CSRs Initiative Responsiveness Relationship Building Sensitivity Objectivity Resistance to Stress Resilience Problem Solving Positive Attitude Chapter 1 The World of Customer Service, 2e Odgers

The Workplace Environment CSRs can be located at a Retail store or an office Call center Contact center Help desk Chapter 1 The World of Customer Service, 2e Odgers