BUS151 People BUS151 People SkillsSkills

Chapter 1Chapter 1

What is Customer What is Customer Service?Service?

Customer ServiceCustomer Service

The ability of knowledgeable, capable, The ability of knowledgeable, capable,

and enthusiastic employees to deliver and enthusiastic employees to deliver

products and services to their internal products and services to their internal

and external customers in a manner and external customers in a manner

that satisfies identified and unidentified that satisfies identified and unidentified

needs and ultimately results in positive needs and ultimately results in positive

word-of-mouth publicity and return word-of-mouth publicity and return

business.business.

Impact of the EconomyImpact of the Economy

Quantity of Jobs Being CreatedQuantity of Jobs Being Created• Interest rates and consumer demandInterest rates and consumer demand• New technical skills needed in computer hardware, New technical skills needed in computer hardware,

software, and maintenancesoftware, and maintenance• People being replaced by machines - thus eliminating need People being replaced by machines - thus eliminating need

for staff (for staff (downsizingdownsizing))

Distribution of JobsDistribution of Jobs• Regular access to personnel and professional networksRegular access to personnel and professional networks• Telecommuting eliminates need to daily travel to workTelecommuting eliminates need to daily travel to work

Quality of Service JobsQuality of Service Jobs• Measured differently by people: Measured differently by people: Pay – benefits – job security – Pay – benefits – job security –

growth – travel – work environment – structure of job – growth – travel – work environment – structure of job – occupational safetyoccupational safety

““Learning” OrganizationsLearning” Organizations

One that uses knowledge as a basis for One that uses knowledge as a basis for competitive advantagecompetitive advantage. .

This means providing ongoing training and This means providing ongoing training and development opportunities to employees so development opportunities to employees so that they can gain and maintain cutting-edge that they can gain and maintain cutting-edge skills and knowledge while projecting a positive skills and knowledge while projecting a positive can-do customer-focused attitude.can-do customer-focused attitude.

Ensures that there are systems that can Ensures that there are systems that can adequately adequately compensatecompensate and rewardand reward employees based on their performance.employees based on their performance.

Societal Factors Societal Factors Affecting Customer Affecting Customer ServiceService

Shifts in the population growthShifts in the population growthLess children; 2/3 not US citizens ; more mobilizationLess children; 2/3 not US citizens ; more mobilization

Increased efficiency in technologyIncreased efficiency in technologyMachines work 24 hours a day; Machines work 24 hours a day;

Internet access available in most homesInternet access available in most homes

Globalization of the economyGlobalization of the economy

More competition worldwide for foreign products/servicesMore competition worldwide for foreign products/services

Deregulation of many industriesDeregulation of many industriesRemoval of government restrictions on industryRemoval of government restrictions on industry

Societal Factors Societal Factors Affecting Customer Affecting Customer Service (Service (cont’dcont’d))

Geopolitical changesGeopolitical changesPolitical unrest; conflicts/warsPolitical unrest; conflicts/wars

Increase in the # of white-color workersIncrease in the # of white-color workersMovement out of factories and farms; creation of new jobsMovement out of factories and farms; creation of new jobs

Socioeconomic programsSocioeconomic programsProvides job seekers with a wide range of servicesProvides job seekers with a wide range of services

More women entering the workforceMore women entering the workforce A more diverse population is entering the A more diverse population is entering the

workforceworkforce

Societal Factors Societal Factors Affecting Customer Affecting Customer Service (Service (cont’dcont’d))

Older workers entering the workforceOlder workers entering the workforce

Desire for better use of leisure timeDesire for better use of leisure time

Expectation of quality serviceExpectation of quality service

Better-educated customersBetter-educated customers

Increased number of small businessesIncreased number of small businesses

Growth of e-commerceGrowth of e-commerce

Components of a Components of a Customer-Focused Customer-Focused EnvironmentEnvironment

The customerThe customer– Key component in a customer-focused environmentKey component in a customer-focused environment– All aspects of the organization resolve around the All aspects of the organization resolve around the

customercustomer– InternalInternal (coworkers, employees) and (coworkers, employees) and externalexternal

customers (current or potential customers or customers (current or potential customers or clients)clients)

Organization cultureOrganization culture– What the customer experiencesWhat the customer experiences

Human resourcesHuman resources – Must recruit and train qualified peopleMust recruit and train qualified people

Components of a Customer-Components of a Customer-Focused Environment (Focused Environment (cont’dcont’d))

Products/DeliverablesProducts/Deliverables– Actual product or service providedActual product or service provided– Two areas of customer Two areas of customer

satisfaction/dissatisfaction: quality and satisfaction/dissatisfaction: quality and quantityquantity

Delivery systemDelivery system– Methods by which the product or service is Methods by which the product or service is

delivereddeliveredServiceService

– Manner in which you and other employees Manner in which you and other employees teat customer – and each other – as your teat customer – and each other – as your company delivers product or service.company delivers product or service.