1. Chapter 1 Introduction To Customer-Centric Service
4/19/2017
Chapter 1 Introduction To Customer-Centric Service
Objectives
Define customer-centric service
Contrast traditional customer service with exceptional customer service
Identify required customer service skills and competencies
Chapter 1
The World of Customer Service, 2e Odgers
WOCS-2 (Odgers)

2. Defining Customer Service
Customer service is the process of
satisfying the customer, relative to a product or service, in whatever way the customer defines as meeting his or her need, and
having that service delivered with efficiency, understanding, and compassion.
Chapter 1
The World of Customer Service, 2e Odgers

3. Mission Statement, Values, and Goals of Customer Service
Examples of Mission Statements
“Good service is good business”
“We are ladies and gentlemen serving ladies and gentlemen”
Chapter 1
The World of Customer Service, 2e Odgers

4. External and Internal Customers
External customers
Customers whose needs we traditionally think of serving, who purchase and use a company’s products and services
Internal customers
People or departments within a company that rely on colleagues to provide the support they need to serve their own internal and external customers
Chapter 1
The World of Customer Service, 2e Odgers

5. Employment Growth for Customer Service Representatives (CSRs)
According to the U.S. Bureau of Labor Statistics
Service related jobs are expected to increase at a faster rate than all other occupations.
Specifically, the CSR occupation is expected to increase from 2,063,000 jobs in 2004 to 2,534,000 jobs in 2014.
Chapter 1
The World of Customer Service, 2e Odgers

6. The Evolving Role of Customer Service
The “New Customer Economy” is characterized as a power shift from companies to their customers.
Traditionally, customer service was delivered in the Customer Service Department.
Today, everyone in an organization must deliver exceptional customer service to all customers.
Chapter 1
The World of Customer Service, 2e Odgers

7. Multichannel Customer Contact Points
Customer contact occurs through many channels
In person
On the phone
Through written communications
Online
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The World of Customer Service, 2e Odgers

8. The World of Customer Service, 2e Odgers
The Role of a CSR
In general, the role of a customer service representative is to
Answer questions
Solve problems
Take orders
Resolve complaints
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The World of Customer Service, 2e Odgers

9. Characteristics and Skills that Describe Exceptional CSRs
Initiative
Responsiveness
Relationship Building
Sensitivity
Objectivity
Resistance to Stress
Resilience
Problem Solving
Positive Attitude
Chapter 1
The World of Customer Service, 2e Odgers

10. The Workplace Environment
CSRs can be located at a
Retail store or an office
Call center
Contact center
Help desk
Chapter 1
The World of Customer Service, 2e Odgers