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CustomerServiceChap1

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1 1 ,[object Object],[object Object],[object Object],The Profession The Customer Service Profession Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
The Customer Service Profession , continued ,[object Object],[object Object],[object Object]
What is Customer Service ? ,[object Object]
What is a Customer-focused Organization ? ,[object Object]
Factors Related to Customer-focused Organizations ,[object Object],[object Object],[object Object],[object Object]
Factors Related to Customer-focused Organizations , continued ,[object Object],[object Object]
Shift to Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Shift to Service , continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Impact of the Economy ,[object Object],[object Object],[object Object]
Factors that Impact Job Quantity ,[object Object],[object Object],[object Object]
Parallel Trends in Job Development ,[object Object],[object Object]
Quality of Service Jobs ,[object Object],[object Object],[object Object]
Downsizing: What is that ? ,[object Object],[object Object]
Factors that May Have Caused the Economic Shift from Manufacturing to Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Knowledge=Power ,[object Object],[object Object],[object Object],[object Object],[object Object]
Geopolitical Changes Caused by Various World Events ,[object Object],[object Object],[object Object],[object Object],[object Object]
Reasons for Increase in Older Workers ,[object Object],[object Object],[object Object],[object Object]
Statistics on Small Business ,[object Object],[object Object],[object Object],[object Object]
Growth of e-Commerce ,[object Object],[object Object],[object Object]
Shifts in Consumer Behavior ,[object Object],[object Object],[object Object]
Customer Service Environment Components ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Addressing the Changes to Provide Better Service ,[object Object],[object Object],[object Object]

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