Required information2. Truth About Customer ServiceSkip to questionTruth About Customer Service Office worker exhibits different degrees of customer service when dealing with external and internal customers. Supervisor provides performance feedback following customer encounters. Click the ►Play button to watch the video. Then, answer the questions that follow. 2b. As an employee, Joe can make his organization…As an employee, Joe can make his organization a customer-focused organization by giving an effort onMultiple Choiceunloading personal problems.satisfying internal customers.shutting down return policies.satisfying his boss only.

2. Truth About Customer ServiceSkip to questionTruth About Customer Service Office worker exhibits different degrees of customer service when dealing with external and internal customers. Supervisor provides performance feedback following customer encounters. Click the ►Play button to watch the video. Then, answer the questions that follow. 2a. Which of the following is an example of…Which of the following is an example of Joe’s external customer?Multiple ChoiceNick, Joe’s bossMrs. Vogel, the patientDr. Smith, the physiotherapistMs. Pam, Joe’s co-worker

Required information2. Truth About Customer ServiceSkip to questionTruth About Customer Service Office worker exhibits different degrees of customer service when dealing with external and internal customers. Supervisor provides performance feedback following customer encounters. Click the ►Play button to watch the video. Then, answer the questions that follow. 2c. Identify the fast-growing service-providing indus…Identify the fast-growing service-providing industry that this scenario is based onMultiple Choiceelectronic product manufacturing.chemical manufacturing.retail trade.healthcare.

1. The Customer Service ProfessionSkip to questionThe Customer Service Profession Read the report and answer all questions. Sam Adams is the customer service manager of a large chain store specializing in high-end toys called P-Town. Sam has just met a new hourly employee, Latisha, and after going over some general information, he is answering some of her questions about the company. Latisha: Sam, at my last job, they talked about how customers are number one, but oftentimes the managers didn’t give us the tools to follow through. As a new employee, what tools will I have to be able to meet customer service expectations? Sam: We try to create excellent training systems, which is just one way our organizational culture focuses on customer service. Not only is customer service in our mission statement, but it is also part of the way we train our new employees. P-town offers excellent orientations, but it also offers ongoing training as well. Latisha: Great. After looking around the store, I noticed that the toys we sell are quite a bit more expensive than the average toy store. How can we compete when our prices are so much higher? Sam: One of our main competition points is the fact that we offer a high-quality product to customers, along with employees who have an intimate knowledge of the product. Throughout your orientation week, we will be providing product training which is something our competitors don’t do. As you know, our delivery system is brick and mortar—that is, we have an actual physical retail store. We find customers like being able to see and touch the product before buying.  Latisha: Ok, that makes sense. That is why I don’t shop online for some things, I like to see how it feels before I buy it! Sam: Absolutely, me too. Latisha: I just have one more question on my list for now. Can you tell me a little more about benefits? I was really happy with the compensation offer, but I was wondering what other benefits P-Town offers? Sam: We offer paid holidays, a profit-sharing plan, and a rapid management training program after new employees have proven their commitment to the company. As you already know, we provide a 10% higher salary than the industry average to ensure we have the best people. But, when you meet with human resources later, they will get into more detail about this. Latisha: That sounds great. I am really excited to get started!1a. What benefit does P-Town not provide to employees?What benefit does P-Town not provide to employees?Multiple Choiceproduct trainingflextimehigher compensationpaid holidays

Customer LoyaltyThere are five questions associated with this passageSuccessful companies try to increase revenue and reduce costs by building strong customer loyalty. They do this by providing value in their products and services.Companies that are successful know that customers build relationships with their employees. The quality of these relationships affects how customers view the company. If employees offer higher levels of service, then customers feel better about the company.Employees can give better service to customers if they know more about their company’s products and services. The longer that employees stay with a company, the more they know about what it has to offer customers.Having more knowledgeable employees often means that a company can offer better service to its customers. As the quality of service goes up, customer loyalty also goes up.Companies benefit in the following ways by building customer loyalty:Sales increase as repeat business and referrals increase.The cost of finding new customers is reduced.Employees become happier because they are valued by loyal customers.Most importantly, as revenue goes up and costs go down, profits increase.It is almost impossible to build strong customer loyalty without knowledgeable, committed employees. It appears that customer loyalty and employee loyalty go hand in hand. Therefore, both customer loyalty and employee loyalty are essential to a company’s success.What happens when loyal customers value the services provided by a company?Employees become more satisfied with their jobEmployees become more knowledgeableEmployees become more concerned about customersEmployees improve their job performanceEmployees share in the company’s profits

Discuss how you identified and agreed on client and worker roles, responsibilities, boundaries, and processes of service delivery.