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CHAPTER ONE What is Customer Service?

L EARNING O BJECTIVES ,[object Object],[object Object],[object Object],[object Object]

C USTOMER S ERVICE ,[object Object]

D EFINING C USTOMER S ERVICE ,[object Object],[object Object],[object Object],[object Object]

S HIFT T O S ERVICE (1) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

S HIFT T O S ERVICE (2) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

I MPACT O F E CONOMY ,[object Object],[object Object],[object Object]

A DDRESSING T HE C HANGES ,[object Object],[object Object],[object Object],[object Object],[object Object]

S OCIETAL F ACTORS A FFECTING C USTOMER S ERVICE (1) ,[object Object],[object Object],[object Object],[object Object],[object Object]

C USTOMER S ERVICE E NVIRONMENT CUSTOMER Organizational Culture Human Resources Products/Deliverables Delivery Systems Service

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