REVIEW QUESTIONS, p



REVIEW QUESTIONS, p. 27

You may want to divide the class into small groups or conduct a class discussion of the questions in the Review Section. Possible answers may vary, such as:

1. What is service?

Service is the ability of knowledgeable, capable and enthusiastic employees to deliver products and services to external or internal customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.

2. Describe some of the earliest forms of customer service.

Neighbors took care of needs and often went around from farm to farm. Peddlers, vendors, and others went house to house. Some small towns had their own rural shops for their people.

3. What are some of the factors that have facilitated a shift to a service economy?

Many factors have contributed, including more women, more older people and more diversity in the workforce. The economy and technology are two major contributors to making a service economy. When people have enough disposable income, they can relax and then want services they can buy.

4. What have been some of the causes of the changing business environment in recent decades?

Some of the causes have been the advent and growth of technology; the economy; societal factors; deregulation of many industries; geopolitical changes; the increase of white-collar workers, women and older people in the workforce; a more diverse workforce; and an increase in the number of small business.

5. Describe the impact of a company’s culture on its success in a customer-focused business environment.

It is the organizational service factor that the customer encounters and that contributes to the overall service environment.

6. What role does the human resources element of the customer service environment play in customer satisfaction?

Motivated, enthusiastic, knowledgeable and skilled employees drive the service culture by providing quality service to the customer.

7. What two factors related to an organization’s products or deliverables can lead to customer satisfaction or dissatisfaction?

Quality and quantity of service

8. When organizations select a delivery method for products or services, where do they get information on the best approach to take?

Industry standards, customer expectations, evaluating capabilities and costs, and current and projected requirements.

9. What are the six key components of a customer service environment?

Customer, organizational culture, human resources, products/deliverables, delivery systems, and service.

10. Why are many organizations changing to learning organizations?

The organization values knowledge, education and employee training. They learn from the competition, industry trends and other sources, and they develop systems to support continued growth and development in order to remain competitive.

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