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

SOLUTION MANUAL FOR v v



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


Chapterv1-13vwithvfinalvChapters




Chapter 1 v




The World of Customer Service
v v v v




Table of Contents
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LearningvOutcomes.......................................................................................................... 2
BriefvChaptervOutline ....................................................................................................... 2
ChaptervOutlinevandvLecturevNotes .................................................................................. 3
ClassvActivitiesvandvSamplevAssignments ...................................................................... 17
DiscussionvOpportunities ............................................................................................... 17
InvthevRealvWorldvNotes.................................................................................................. 18
Retail—Amazon.com .................................................................................................. 18
WorkvItvOutvNotes ........................................................................................................... 19
WorkvItvOutv1.1—ImprovingvServicevQuality ............................................................... 20
WorkvItvOutv1.2—PersonalvExposurevtovthevGlobalvTrend ........................................... 20
WorkvItvOutv1.3—WhovArevMyvInternalvCustomers? .................................................... 20
Workv Itv Outv 1.4—Typesv ofv Service ............................................................................. 20
WorkvItvOutv1.5—AttractingvandvTrainingvEmployees .................................................. 21
End-of-ChaptervMaterialvNotes ...................................................................................... 21
KeyvTerms ................................................................................................................. 21
ReviewvQuestions ...................................................................................................... 22
CollaborativevLearningvActivities ................................................................................ 24
Face-to-Face—GettingvReadyvforvNewvEmployeevOrientationvatvPackAll ................... 25




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,Learning Outcomes
v




LOv1-1v Definevcustomervservice.
LOv1-
2v Describevfactorsvthatvhavevimpactedvthevgrowthvofvthevservicevsectorvinvthe
vUnitedvStates.


LOv1-3v Identifyvsocietalvfactorsvthatvhavevinfluencedvcustomervservice.
LOv1-
4v Recognizevthevchangesvinvconsumervbehaviorvthatvarevimpactingvservice.vLOv1-
5v Listvthevsixvmajorvcomponentsvofvavcustomer-focusedvenvironment.
LOv1-
6v Explainvhowvsomevcompaniesvarevaddressingvthevchangesvimpactingvthev
servicevsector.



Brief Chapter Outline
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I. DefiningvCustomervService
A. ThevConceptvofvCustomervService
B. Post–WorldvWarvIIvServicev inv thevUnitedv States
C. ThevShiftvtovModern-DayvService
II. ChangesvinvthevServicevSector
A. ImpactvofvthevEconomy
1. QuantityvofvJobsvBeingvCreated
2. DistributionvofvJobs
3. QualityvofvServicevJobs
III. SocietalvFactorsvAffectingvCustomervService
A. COVID-19vWorldwidevPandemic
B. ShiftsvinvConsumervNeeds,vWants,vandvExpectations
C. GlobalvEconomicvShifts
1. ThevImpactvofvGovernmentvandvthevEconomy
2. ConsumervMindsetvChanges
3. ChangesvinvBusinessvStrategies
D. ShiftsvinvthevPopulationvandvLaborvForce
E. IncreasedvEfficiencyvinvTechnology
1. GlobalizationvofvthevEconomy
F. DeregulationvofvManyvIndustries
G. GeopoliticalvChanges
H. ChangingvPersonalvandvSocietalvValues
I. MorevWomenvEnteringvthevWorkforce
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,J. AvMorevRaciallyvandvEthnicallyvDiversevPopulationvIsvEnteringvthevWorkforce
K. MorevOldervWorkersvEnteringvorvRemainingvinvthevWorkforce
L. GrowthvofvE-Commerce




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, IV. ConsumervBehaviorvShifts
A. ExpectationvofvQualityvService
B. EnhancedvConsumervAwarenessvandvPreparation
V. ThevServicevEnvironment
A. ComponentsvofvavServicevEnvironment
B. ThevCustomer
1. ExternalvCustomers
2. InternalvCustomers
C. OrganizationalvCulture
D. HumanvResources
1. StrategiesvforvavSuccessfulvJobvInterview
E. ProductsvandvServices
F. DeliveryvSystems
G. QualityvService
VI. AddressingvthevChanges



Chapter Outline and Lecture Notes
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I. DefiningvCustomervService

 Customervservicevisvthevabilityvofvknowledgeable,vcapable,vandventhusiasticv
employeesvtovdelivervproductsvandvservicesvtovtheirvinternalvandvexternalvcusto
mersvinvavmannervthatvsatisfiesvidentifiedvandvunidentifiedvneedsvandvultimatel
yvresultsvinvpositivevword-of-mouthvpublicityvandvreturnvbusiness.
 Dependingvonvanvorganization’svfocus,vsuchvasvretailing,vmedical,vetc.,vthevgoalsvo
fvprovidingvcustomervservicevmayvvary.
 Servicevindustryvisvavtermvusedvtovdescribevbusinessesvandvorganizationsvthatvare
vengagedvprimarilyvin-


servicevdelivery.vServicevsectorvisvavmorevaccuratevterm,vsincevmanyvorganizationsv
providevsomevformvofvservicevtovtheirvcustomersvevenvthoughvtheyvarevprimarilyveng
agedvinvresearch,vdevelopment,vandvmanufacturevofvproducts.
 Productvisvsomethingvproducedvorvanvoutputvbyvanvindividualvorvorganization.vInvt
hevservicevenvironment,vproductsvarevcreatedvtovsatisfyvcustomervneedsvorvwants
.
 Avcustomer-
focusedvorganizationvisvavcompanyvthatvspendsvenergyvandveffortvonvsatisfyingvi
nternalvandvexternalvcustomersvbyvfirstvidentifyingvcustomervneeds,vandvthenvesta
blishingvpolicies,vprocedures,vandvmanagementvandvrewardvsystemsvtovsupportve
xcellencevinvservicevdelivery.
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