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

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




Chapter 1 T


The World of Customer Service
T T T T




TableTofTContents

LearningTOutcomes ......................................................................................................... 2
BriefTChapterTOutline ...................................................................................................... 2
ChapterTOutlineTandTLectureTNotes................................................................................ 3
ClassTActivitiesTandTSampleTAssignments ................................................................... 17

,DiscussionTOpportunities............................................................................................... 17
InTtheTRealTWorldTNotes............................................................................................... 18
Retail—Amazon.com .................................................................................................. 18
WorkTItTOutTNotes......................................................................................................... 19
WorkTItTOutT1.1—ImprovingTServiceTQuality ............................................................ 20
WorkTItTOutT1.2—PersonalTExposureTtoTtheTGlobalTTrend ..................................... 20
WorkTItTOutT1.3—WhoTAreTMyTInternalTCustomers? ............................................... 20
WorkT ItT OutT 1.4—TypesT ofT Service .......................................................................... 20
WorkTItTOutT1.5—AttractingTandTTrainingTEmployees ............................................. 21
End-of-ChapterTMaterialTNotes ..................................................................................... 21
KeyTTerms................................................................................................................. 21
ReviewTQuestions ..................................................................................................... 22
CollaborativeTLearningTActivities ............................................................................... 24
Face-to-Face—GettingTReadyTforTNewTEmployeeTOrientationTatTPackAll .............. 25

,LearningTOutcomes

LOT1-1T DefineTcustomerTservice.
LOT1-
2T DescribeTfactorsTthatThaveTimpactedTtheTgrowthTofTtheTserviceTsectorT
inTtheTUnitedTStates.
LOT1-3T IdentifyTsocietalTfactorsTthatThaveTinfluencedTcustomerTservice.
LOT1-
4T RecognizeTtheTchangesTinTconsumerTbehaviorTthatTareTimpactingTservice.TLOT
1-5T ListTtheTsixTmajorTcomponentsTofTaTcustomer-focusedTenvironment.
LOT1-
6T ExplainThowTsomeTcompaniesTareTaddressingTtheTchangesTimpactingT
theTserviceTsector.



BriefTChapterTOutline

I. DefiningTCustomerTService
A. TheTConceptTofTCustomerTService
B. Post–WorldTWarT IIT ServiceT inT theT UnitedT States
C. TheTShiftTtoTModern-DayTService
II. ChangesTinTtheTServiceTSector
A. ImpactTofTtheTEconomy
1. QuantityTofTJobsTBeingTCreated
2. DistributionTofTJobs
3. QualityTofTServiceTJobs
III. SocietalTFactorsTAffectingTCustomerTService
A. COVID-19TWorldwideTPandemic
B. ShiftsTinTConsumerTNeeds,TWants,TandTExpectations
C. GlobalTEconomicTShifts
1. TheTImpactTofTGovernmentTandTtheTEconomy
2. ConsumerTMindsetTChanges
3. ChangesTinTBusinessTStrategies
D. ShiftsTinTtheTPopulationTandTLaborTForce
E. IncreasedTEfficiencyTinTTechnology
1. GlobalizationTofTtheTEconomy
F. DeregulationTofTManyTIndustries
G. GeopoliticalTChanges
H. ChangingTPersonalTandTSocietalTValues

, I. MoreTWomenTEnteringTtheTWorkforce
J. ATMoreTRaciallyTandTEthnicallyTDiverseTPopulationTIsTEnteringTtheTWorkforce
K. MoreTOlderTWorkersTEnteringTorTRemainingTinTtheTWorkforce
L. GrowthTofTE-Commerce
IV. ConsumerTBehaviorTShifts
A. ExpectationTofTQualityTService
B. EnhancedTConsumerTAwarenessTandTPreparation
V. TheTServiceTEnvironment
A. ComponentsTofTaTServiceTEnvironment
B. TheTCustomer
1. ExternalTCustomers
2. InternalTCustomers
C. OrganizationalTCulture
D. HumanTResources
1. StrategiesTforTaTSuccessfulTJobTInterview
E. ProductsTandTServices
F. DeliveryTSystems
G. QualityTService
VI. AddressingTtheTChanges



ChapterTOutlineTandTLectureTNotes

I. DefiningTCustomerTService

• CustomerTserviceTisTtheTabilityTofTknowledgeable,Tcapable,TandTenthusia
sticTemployeesTtoTdeliverTproductsTandTservicesTtoTtheirTinternalTandTexter
nalTcustomersTinTaTmannerTthatTsatisfiesTidentifiedTandTunidentifiedTneeds
TandTultimatelyTresultsTinTpositiveTword-of-
mouthTpublicityTandTreturnTbusiness.
• DependingTonTanTorganization’sTfocus,TsuchTasTretailing,Tmedical,Tetc.,TtheTg
oalsTofTprovidingTcustomerTserviceTmayTvary.
• ServiceTindustryTisTaTtermTusedTtoTdescribeTbusinessesTandTorganizationsTth
atTareTengagedTprimarilyTin-
serviceTdelivery.TServiceTsectorTisTaTmoreTaccurateTterm,TsinceTmanyTorganiza
tionsTprovideTsomeTformTofTserviceTtoTtheirTcustomersTevenTthoughTtheyTareTp
rimarilyTengagedTinTresearch,Tdevelopment,TandTmanufactureTofTproducts.
• ProductTisTsomethingTproducedTorTanToutputTbyTanTindividualTorTorganization
.TInTtheTserviceTenvironment,TproductsTareTcreatedTtoTsatisfyTcustomerTneeds