1. BUS151 People Skills Chapter 1 What is Customer Service? What is Customer Service?

2. Customer Service The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.

3. Impact of the Economy Quantity of Jobs Being Created Interest rates and consumer demand Interest rates and consumer demand New technical skills needed in computer hardware, software, and maintenance New technical skills needed in computer hardware, software, and maintenance People being replaced by machines - thus eliminating need for staff (downsizing) People being replaced by machines - thus eliminating need for staff (downsizing) Distribution of Jobs Regular access to personnel and professional networks Regular access to personnel and professional networks Telecommuting eliminates need to daily travel to work Telecommuting eliminates need to daily travel to work Quality of Service Jobs Measured differently by people: Pay – benefits – job security – growth – travel – work environment – structure of job – occupational safety Measured differently by people: Pay – benefits – job security – growth – travel – work environment – structure of job – occupational safety

4. “Learning” Organizations One that uses knowledge as a basis for competitive advantage. One that uses knowledge as a basis for competitive advantage. This means providing ongoing training and development opportunities to employees so that they can gain and maintain cutting-edge skills and knowledge while projecting a positive can-do customer-focused attitude. Ensures that there are systems that can adequately compensate and reward employees based on their performance. Ensures that there are systems that can adequately compensate and reward employees based on their performance.

5. Societal Factors Affecting Customer Service Shifts in the population growth Shifts in the population growth Less children; 2/3 not US citizens ; more mobilization Increased efficiency in technology Increased efficiency in technology Machines work 24 hours a day; Internet access available in most homes Globalization of the economy More competition worldwide for foreign products/services Globalization of the economy More competition worldwide for foreign products/services Deregulation of many industries Deregulation of many industries Removal of government restrictions on industry

6. Societal Factors Affecting Customer Service ( cont’d ) Geopolitical changes Geopolitical changes Political unrest; conflicts/wars Increase in the # of white-color workers Increase in the # of white-color workers Movement out of factories and farms; creation of new jobs Socioeconomic programs Socioeconomic programs Provides job seekers with a wide range of services More women entering the workforce More women entering the workforce A more diverse population is entering the workforce A more diverse population is entering the workforce

7. Societal Factors Affecting Customer Service ( cont’d ) Older workers entering the workforce Older workers entering the workforce Desire for better use of leisure time Desire for better use of leisure time Expectation of quality service Expectation of quality service Better-educated customers Better-educated customers Increased number of small businesses Increased number of small businesses Growth of e-commerce Growth of e-commerce

8. Components of a Customer- Focused Environment The customer – Key component in a customer-focused environment – All aspects of the organization resolve around the customer – Internal (coworkers, employees) and external customers (current or potential customers or clients) Organization culture – What the customer experiences Human resources – Must recruit and train qualified people

9. Components of a Customer- Focused Environment ( cont’d ) Products/Deliverables – Actual product or service provided – Two areas of customer satisfaction/dissatisfaction: quality and quantity Delivery system – Methods by which the product or service is delivered Service – Manner in which you and other employees teat customer – and each other – as your company delivers product or service.