The Customer Service Profession
Customer Service
Page 34, #1,3,6,7,9,10
Chapter 1 “The Customer Service Profession” Assignment #1
1. Service is usually the act of helping or doing for someone. Many acts of service include supplying things such as water, electricity, gas, etc. Service is a general work that could be used for many things as long as there is a provider.
3. Some factors that have facilitated the shift to a service economy were when businesses focused more on providing timely quality service. The focal point is to bring forth service to opposed to mainly production and manufacturing.
6. The role that the human resources elements of customer service environment play in the customer satisfaction is hiring the correct people for the position. Human Resources is responsible for recruiting, training, performance and incentives, public relations, legal compliance and many more which highly deals with actions of customer service. Human resources department is an essential part of any company because of its active role in most areas of the business.
7. The two factors related to an organization products or deliverables that can lead to customer satisfaction or dissatisfaction is quality and quantity. When a customer see’s the product and the service is what they expected, that would be good quality satisfaction. On the other hand I the product and service is not what they expected they will be dissatisfied and take their business elsewhere. Dissatisfactions can cause damaging word of mouth broadcasting to the future customers.
9. The six key components of a customer service environment is the customer, organizational culture, human resources, products and deliverables, delivery systems and service.
10. Many organizations are changing to learning organizations because this active system conducts employees to stay on their toes with ongoing training to prolong the knowledge and skills to accurately do their best on the job. The learning organization also gives
Page 34, #1,3,6,7,9,10
Chapter 1 “The Customer Service Profession” Assignment #1
1. Service is usually the act of helping or doing for someone. Many acts of service include supplying things such as water, electricity, gas, etc. Service is a general work that could be used for many things as long as there is a provider.
3. Some factors that have facilitated the shift to a service economy were when businesses focused more on providing timely quality service. The focal point is to bring forth service to opposed to mainly production and manufacturing.
6. The role that the human resources elements of customer service environment play in the customer satisfaction is hiring the correct people for the position. Human Resources is responsible for recruiting, training, performance and incentives, public relations, legal compliance and many more which highly deals with actions of customer service. Human resources department is an essential part of any company because of its active role in most areas of the business.
7. The two factors related to an organization products or deliverables that can lead to customer satisfaction or dissatisfaction is quality and quantity. When a customer see’s the product and the service is what they expected, that would be good quality satisfaction. On the other hand I the product and service is not what they expected they will be dissatisfied and take their business elsewhere. Dissatisfactions can cause damaging word of mouth broadcasting to the future customers.
9. The six key components of a customer service environment is the customer, organizational culture, human resources, products and deliverables, delivery systems and service.
10. Many organizations are changing to learning organizations because this active system conducts employees to stay on their toes with ongoing training to prolong the knowledge and skills to accurately do their best on the job. The learning organization also gives