Description
The World of Customer ServicePurpose of this Assignment: Apply the concepts of a customer-focused organization to a real-world company.Assignment Instructions: READ and STUDY the Chapter to prepare for this assignment.READ the Case Study at the beginning of the chapter. YOU are required to type your responses using THIS WORD Typing Template – Do Not delete anything from the template.TYPE your Name at the TOP of the assignment.After you read and study the chapter, type up detailed quality answers to the following questions. College level writing is expected and required.Make sure the Line Spacing is at least 1.5 before you save it.TURN in by the DUE DATE and Time.Questions: READ the “In The Real World” Case at the beginning of the chapter. You will refer to this case again at the end of this assignment. Be sure to also read all chapter diagrams, charts, photos, and text boxes.What is customer service as defined by your author? Here is an example of an expected college level response for your assignments:Customer Service is defined as the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.Define Service Industry AND list 5 Service Industries listed in your text. Number them 1-5. Define: …..Define a product as described by your author? What do we call a company that spends energy and effort on satisfying internal and external customers by first identifying customer needs, and then establishing policies, procedures, and management and reward systems support excellence in the service delivery? .Define CRM (Customer Relationship Management)? .What are Internal customers VERSUS External customers? ..As a customer service manager should internal and external customers be treated the same?.The SERVICE SECTOR refers to organizations and individuals involved in delivering service as a primary ‘product’. LIST the 8 Service Sectors as defined by the Census Bureau and Bureau of Labor Statistics. Number them 1-8. ……..Describe some of the earliest forms of customer service (do not forget ‘cottage industries’)..List AND Describe the 3 factors from the economy that have influenced the service industries? Number them 1-3….Define Service ECONOMY? .Define Telework and Telecommuting? Telework:.Telecommuting: .Define AND Describe how the following Visual Imaging and Collaborative Software’s are enhancing today’s workforce? SKYPE:.ZOOM:. GoToMeeting:.Instant Messaging:.Social Media:.Define Networking AND a few ways to actively network. Networking:…List AND briefly define the 12 Societal Factors Affecting Customer Service causes of the changing business environment in recent decades? Number them 1-12………….How do Economists use Demand Curves?.What is a Virtual Assistant AND how does one utilize one? .What is a Chatbot in the customer service world? .Define the trend termed Globalization? .What is Business-to-Business or B2B? .Define the differences between offshoring, outsourcing, and insourcing? Offshoring:.Outsourcing:.Insourcing: .What happens during Deregulation AND what are some industries that are affected? .Define NAFTA (the letters too) and its historical importance on trade for America and other countries?.Define the USMCS (the letters too) and its goal? .List AND define the 6 key components of THE SERVICE ENVIRONMENT. Please number them 1-6.Hint: you need to know this well. ……Why must organizations become ‘Learning Organizations’? .The law defines a small business as ‘one that is independently owned and operated and is not dominant in its field of operation’. What does the SBA-Small Business Administration state about US small businesses? .What is Service Recovery AND WHY is it so important to the survival of organizations today?Service Recovery:.WHY:.According to your needs as a customer, list 6 characteristics of a GREAT customer service provider. Number them 1-6……. Describe a personal example of a company where you have received great customer service and explain why. State the name of the company and what the customer service provider did, that made the experience GREAT. Be detailed and ready to share!.READ the Chapter Case and Watch the Video(s) for the following questions:The history of Amazon: How Amazon came to dominate retail, 9 min (A bit long but worth it!) … take notes, you’ll need them! HYPERLINK “” List 10key points you learned about Amazon from the Video above. Number them 1-10………..Do you have personal experience with this company as a customer or employee? Describe your impressions/experience?.How does this organization differ from other successful service organizations you have been a customer with?.When it comes to Customer Service, what do you believe are this company’s strengths AND weaknesses? Strengths:Weaknesses:As a current or potential customer, what do you think the company might do to improve customer service and satisfaction?.What have you personally learned and taken away from studying all of the business concepts in this unit of study? (I really do want to know what YOU learned! And what helps you learn! Thank you ~ Becky) .