Complete Name: Unit 1 Student Name: Canady, Tammy
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1. The Customer Service Profession
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2. Answer questions in each of the Knowledge Check areas on pages: 10, 17, and 28.
Student Answer: P. 10 1. “Service Sector is a more accurate term, since many organizations provide some form of service to their customers even though they are primarily engaged in research, development and manufacture of products”2. The common characteristics of leading customer-focused organizations are that they have and support internal and external customers. …show more content…
The elements of a successful service organization are (A) service philosophy or mission. This is the vision of an organization.(B) Employee roles and expectations. This element lets the employees know what is expected of them, in terms of how they interact with customers.(C) Delivery systems. (D) Policies and procedures. These are the guidelines that establish how various situations will be handled.(E) Products and services. This is making sure that products and services meet the needs of the customers.(F) Management support. This is the availability of management for employee assistance.(G) Motivators and rewards. These are ways to let employees know that they are valued.(H) Training. Organizations use training to provide employees with techniques to assist customers.2. The acronym RUMBA stands for:Realistic: Your behavior and responsibilities must be in line with the reality of your customer base.Understandable: You must understand your performance goals, along with how to do your job and how to communicate with others.Measurable: Factors such as time, productivity, quantifiable results, revenue, and manner of performance are used to measure your accomplishments. Accomplishment of goals may also be measured by such things as talk time on the telephone, the number of customers effectively served, customer feedback surveys and satisfaction cards, and letters or other written correspondence. Accomplishments, or lack thereof, are also measured …show more content…
521. I believe the philosophy of Wal-Mart is that the customer is always right. In my mind, I know that this is the correct philosophy to have in order to succeed. In my heart, however, I believe that some members of Wal-Mart management could stand to grow a backbone. 2. The main thing that makes Wal-Mart unique is that a person can purchase everything they need in one place, rather than going to multiple stores.3. The employee performance that stands out in my mind about Wal-Mart would have to be the cashiers. It seems that none of them take pride in their work anymore. When I worked there, I had several friends who were cashiers with me; we would have little, informal competitions to see who could get the fastest scan-time. Not only do they not take pride in getting customers out in a timely manner, it seems that very few of them are friendly. They barely acknowledge their customers. 4. Some factors about the culture of the Wal-Mart corporation that detract from effectiveness are that, instead of being a family-owned business, like it was when it was started, it is now run by a board of directors who seem to be only interested in making money. On the store level, it seems that managers will do anything to make sure that the customer is right. When I first started at the Paris store, in 2000, our managers would try to keep the customers happy, but the associates (employees) knew that they ‘had our back’. If the customer was making a scene with
**********************************************************************************************************
1. The Customer Service Profession
**********************************************************************************************************
2. Answer questions in each of the Knowledge Check areas on pages: 10, 17, and 28.
Student Answer: P. 10 1. “Service Sector is a more accurate term, since many organizations provide some form of service to their customers even though they are primarily engaged in research, development and manufacture of products”2. The common characteristics of leading customer-focused organizations are that they have and support internal and external customers. …show more content…
The elements of a successful service organization are (A) service philosophy or mission. This is the vision of an organization.(B) Employee roles and expectations. This element lets the employees know what is expected of them, in terms of how they interact with customers.(C) Delivery systems. (D) Policies and procedures. These are the guidelines that establish how various situations will be handled.(E) Products and services. This is making sure that products and services meet the needs of the customers.(F) Management support. This is the availability of management for employee assistance.(G) Motivators and rewards. These are ways to let employees know that they are valued.(H) Training. Organizations use training to provide employees with techniques to assist customers.2. The acronym RUMBA stands for:Realistic: Your behavior and responsibilities must be in line with the reality of your customer base.Understandable: You must understand your performance goals, along with how to do your job and how to communicate with others.Measurable: Factors such as time, productivity, quantifiable results, revenue, and manner of performance are used to measure your accomplishments. Accomplishment of goals may also be measured by such things as talk time on the telephone, the number of customers effectively served, customer feedback surveys and satisfaction cards, and letters or other written correspondence. Accomplishments, or lack thereof, are also measured …show more content…
521. I believe the philosophy of Wal-Mart is that the customer is always right. In my mind, I know that this is the correct philosophy to have in order to succeed. In my heart, however, I believe that some members of Wal-Mart management could stand to grow a backbone. 2. The main thing that makes Wal-Mart unique is that a person can purchase everything they need in one place, rather than going to multiple stores.3. The employee performance that stands out in my mind about Wal-Mart would have to be the cashiers. It seems that none of them take pride in their work anymore. When I worked there, I had several friends who were cashiers with me; we would have little, informal competitions to see who could get the fastest scan-time. Not only do they not take pride in getting customers out in a timely manner, it seems that very few of them are friendly. They barely acknowledge their customers. 4. Some factors about the culture of the Wal-Mart corporation that detract from effectiveness are that, instead of being a family-owned business, like it was when it was started, it is now run by a board of directors who seem to be only interested in making money. On the store level, it seems that managers will do anything to make sure that the customer is right. When I first started at the Paris store, in 2000, our managers would try to keep the customers happy, but the associates (employees) knew that they ‘had our back’. If the customer was making a scene with