Foundations of customer service chapter 1 part 2

8/19/2019 Foundations of customer service chapter 1 part 2

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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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•

hin/ o' your on remar/a*le customer e8perience

• What did they do right@


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•

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

Foundations of customer service chapter 1 part 2

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