Solution Manual for Customer Service Skills for Success ISE 8e Robert W. Lucas

SOLUTION MANUAL FOR bn bn




Customer Service Skills for Success ISE 8e Robert W. Lucas
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Chapter 1-13 with final Chapters
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Chapter 1 bn




The World of Customer Service
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Table of Contents bn bn




Learning Outcomes ............................................................................................................... 2
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Brief Chapter Outline ............................................................................................................ 2
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Chapter Outline and Lecture Notes .................................................................................... 3
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Class Activities and Sample Assignments .......................................................................17
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Discussion Opportunities .................................................................................................... 17
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In the Real World Notes ....................................................................................................18
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Retail—Amazon.com ........................................................................................................18
Work It Out Notes ..............................................................................................................19
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Work It Out 1.1—Improving Service Quality ...............................................................20
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Work It Out 1.2—Personal Exposure to the Global Trend .......................................20
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Work It Out 1.3—Who Are My Internal Customers?.................................................20
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Work It Out 1.4—Types of Service ..........................................................................20
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Work It Out 1.5—Attracting and Training Employees................................................21
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End-of-Chapter Material Notes ..........................................................................................21
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Key Terms .......................................................................................................................21
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Review Questions ...........................................................................................................22
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Collaborative Learning Activities ....................................................................................24
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Face-to-Face—Getting Ready for New Employee Orientation at PackAll ...............25 bn bn bn bn bn bn bn




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bnconsent bnof bnMcGraw bnHill bnLLC.

,Learning Outcomes bn




LO 1-1
bn Define customer service.
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LO 1-2
bn Describe factors that have impacted the growth of the service sector
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in the United States.
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LO 1-3 Identify societal factors that have influenced customer service.
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LO 1-4 Recognize the changes in consumer behavior that are impacting
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service. LO 1-5 List the six major components of a customer-focused
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environment.
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LO 1-6 Explain how some companies are addressing the changes impacting
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the service sector.
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Brief Chapter Outline
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I. Defining Customer Service
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A. The Concept of Customer Service
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B. Post–World War II Service in the United States bn bn bn bn bn bn bn


C. The Shift to Modern-Day Service
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II. Changes in the Service Sector bn bn bn bn



A. Impact of the Economy bn bn bn



1. Quantity of Jobs Being Created bn bn bn bn


2. Distribution of Jobs bn bn



3. Quality of Service Jobs bn bn bn



III. Societal Factors Affecting Customer Service
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A. COVID-19 Worldwide Pandemic bn bn



B. Shifts in Consumer Needs, Wants, and Expectations
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C. Global Economic Shifts bn bn



1. The Impact of Government and the Economy
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2. Consumer Mindset Changes bn bn



3. Changes in Business Strategies bn bn bn



D. Shifts in the Population and Labor Force
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E. Increased Efficiency in Technology bn bn bn


1. Globalization of the Economy bn bn bn



F. Deregulation of Many Industries bn bn bn



G. Geopolitical Changes bn



H. Changing Personal and Societal Values bn bn bn bn


I. More Women Entering the Workforce
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J. A More Racially and Ethnically Diverse Population Is Entering the Workforce
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K. More Older Workers Entering or Remaining in the Workforce
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,L. Growth of E-Commerce
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, IV. Consumer Behavior Shifts bn bn



A. Expectation of Quality Service bn bn bn



B. Enhanced Consumer Awareness and Preparation
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V. The Service Environment
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A. Components of a Service Environment bn bn bn bn



B. The Customer
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1. External Customers bn



2. Internal Customers bn



C. Organizational Culture bn



D. Human Resources bn


1. Strategies for a Successful Job Interview bn bn bn bn bn



E. Products and Services bn bn



F. Delivery Systems bn



G. Quality Service bn



VI. Addressing the Changes bn bn




Chapter Outline and Lecture Notes
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I. Defining Customer Service
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 Customer service is the ability of knowledgeable, capable, and
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enthusiastic employees to deliver products and services to their internal
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and external customers in a manner that satisfies identified and
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unidentified needs and ultimately results in positive word-of-mouth
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publicity and return business.
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 Depending on an organization’s focus, such as retailing, medical, etc., the
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goals of providing customer service may vary.
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 Service industry is a term used to describe businesses and organizations
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that are engaged primarily in-service delivery. Service sector is a more
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accurate term, since many organizations provide some form of service to
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their customers even though they are primarily engaged in research,
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development, and manufacture of products.
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 Product is something produced or an output by an individual or
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organization. In the service environment, products are created to satisfy
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customer needs or wants.
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 A customer-focused organization is a company that spends energy and
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effort on satisfying internal and external customers by first identifying
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customer needs, and then establishing policies, procedures, and
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management and reward systems to support excellence in service delivery.
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© bnMcGraw bnHill bnLLC. bn All bnrights bnreserved. bnNo bnreproduction bnor bndistribution bnwithout bnthe bnprior bnwritten
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