foundations of customer service chapter 1 part 2
TRANSCRIPT
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Figure 1.3 - Numeric Change in Wage and Salary
Employment in Service-Providing Industries!"1"#!"!" $pro%ected&
Source: Bureau of Labor Statistics National Employment Matrix
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Impact o' the Economy on the (uantity o' )o*s
*eing Created
• Prevailing interest rates and consumer demand cause companies to
evaluate+
– ,o many people they need
– Which %o*s should *e maintained
• echnology
– Increased the need 'or ne technical s/ills
– 0utomation o' tas/s that ere previously per'ormed *y employees
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Impact o' the Economy on the istri*ution o' %o*s
• 2ore %o*s are li/ely to develop in ma%or metropolitan areas
• Need 'or telecommuting
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Impact o' the Economy on the (uality o' Service
)o*s
• Competition 'or prime service %o*s ill *ecome much more intense
in the 'uture
• Success'ul employees ill *e+
– etter educated trained and prepared
– hose ho have tapped into the concept o' pro'essional networking
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4lo*al Economic Shi'ts
• Sales in *ric/-and-mortar stores are don oing to the groth o'
online retailing
• Post-recession organi5ations have+
– Cut *ac/ on the si5e o' their or/'orce
– Sold o'' merged or closed operations
– a/en dramatic steps to attract and retain customers
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Shi'ts in the Population and 6a*or Force
• he present la*our 'orce is+
– 7lder more diverse and has more omen
– E8pected to gro at a sloer rate than in previous decades
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Increased E''iciency in echnology
• ,as resulted in+
– Increased production and 9uality
– E9uipment or/ing continuously
– Enhanced ease o' service delivery and 'aster processing
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4lo*ali5ation o' the Economy
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eregulation
• 4overnments remove legislative or regulatory guidelines that inhi*it
and control an industry
• eregulation o' pu*lic services led to+
– rea/dons in service 9uality
– Closure or restructuring o' the company
– 7pportunities 'or ne companies to step up and to *etter serve
customers
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4eopolitical Changes
• usiness access and competition ithin some areas o' the orld
has changed signi'icantly
• North American Free Trade Agreement (NAFTA)+ Entered into *y
the :nited States Canada and 2e8ico
• 4reater need 'or *etter understanding o' diversity-related issues
•
European :nion – Economic mar/et made up o' !; states
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Changing
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White-collar Wor/ers and Women in the Wor/'orce
• Increase in the num*er o' hite-collar or/ers has led to the
creation o' ne types o' service occupations
• Women=s traditional roles in society have shi'ted to service providers
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iverse Population and 2ore 7lder Wor/ers
Entering the Wor/'orce
• >acially and ethnically diverse population
– ring ne ideas needs and levels o' /noledge e8perience and a*ility
– ring a *etter understanding o' the needs o' the group that they
represent
• 2ore older or/ers entering the or/'orce
– 2edian age o' people in the Canada ? :nited States is rising
– >eturn to or/ due to economic necessity and?or social reasons
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4roth o' E-commerce
• Consumers can sur' the net 'or products and services ithout
leaving their homes or o''ices
• 2anu'acturers can provide products and services orldide ithout
ever physically coming into contact ith a customer
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2a/ing it >emar/a*le
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2a/ing it >emar/a*le
•
hin/ o' your on remar/a*le customer e8perience
• What did they do right@
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2a/ing it >emar/a*le
•
E8ceedingE8pectations
• hey have to *e
esta*lished
• hen they have to *e
e8ceeded
• ,o do you esta*lish
an e8pectation@
E8pectation
Customer E8perience
SuccessA
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iscussion
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odayBs Customer
1
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Consumer ehavior Shi'ts
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Figure 1.; - Components o' a Customer-Focused
Environment
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Figure 1.1" - Competencies o' Customer Service
Pro'essionals
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0ddressing the Changes
• o sustain in the present highly volatile *usiness environment
companies must+ – ecome learning organizations
– Focus on service recovery
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Customer Service Principles