Customer service Chapter 1 and 2
Chapter 1
Review Questions.
1. Service is the manner in which you and other employees treat your customers and each other as you deliver your company’s deliverables.
2. In the past when many people worked on the farms, small artisan and business owner provide customer service to their neighbors. Many small towns and villages had their own blacksmith, general stores, barbershop, and similar service oriented establishments owned and operated by people living in the town. For people living in more rural areas, peddlers of kitchenware, medicine, and other goods made their way from on location to another location to serve their customers and distributed various products.
3. Businesses have changed dramatically as the economy has shifted from a dependence on manufacturing to a focus on providing timely quality service. The development of international quality standard by which effectiveness is measured in many multinational organizations. Because of the multinational nature of the business, many companies choose to use outsourcing customer service function.
4. Following are some of the causes of the changing business environment in recent decades:
Global economic shifts
Shifts in the population and labor force
Increased efficiency in technology
Deregulation of many industries
Geopolitical changes
Increase in the number of white-collar workers
More women are entering the workforce
A more racially and ethnically diverse population is entering the workforce
More older workers entering the workforce
Growth in e-commerce
5. Company culture includes the dynamic nature if the organization and encompasses the values and beliefs that is important to the organization and its employees and manager. The experience, attitudes, and norms cherished and upheld by the employees and teams within the organization set the tone and manner in which service is delivered and how service providers interact with both internal and external customers.
6. During the hiring process,
Review Questions.
1. Service is the manner in which you and other employees treat your customers and each other as you deliver your company’s deliverables.
2. In the past when many people worked on the farms, small artisan and business owner provide customer service to their neighbors. Many small towns and villages had their own blacksmith, general stores, barbershop, and similar service oriented establishments owned and operated by people living in the town. For people living in more rural areas, peddlers of kitchenware, medicine, and other goods made their way from on location to another location to serve their customers and distributed various products.
3. Businesses have changed dramatically as the economy has shifted from a dependence on manufacturing to a focus on providing timely quality service. The development of international quality standard by which effectiveness is measured in many multinational organizations. Because of the multinational nature of the business, many companies choose to use outsourcing customer service function.
4. Following are some of the causes of the changing business environment in recent decades:
Global economic shifts
Shifts in the population and labor force
Increased efficiency in technology
Deregulation of many industries
Geopolitical changes
Increase in the number of white-collar workers
More women are entering the workforce
A more racially and ethnically diverse population is entering the workforce
More older workers entering the workforce
Growth in e-commerce
5. Company culture includes the dynamic nature if the organization and encompasses the values and beliefs that is important to the organization and its employees and manager. The experience, attitudes, and norms cherished and upheld by the employees and teams within the organization set the tone and manner in which service is delivered and how service providers interact with both internal and external customers.
6. During the hiring process,