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

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.

Contributing to the Service Culture 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 been asked by his manager, the chief operating officer, to come up with some ideas that exemplify a service culture, to be considered for use in the mission and values statement. Sam (speaking with a small group of employees informally or in a meeting setting): As you know, P-Town is in the process of reinventing itself and the higher-ups want to develop a mission statement that addresses this goal. They did a customer feedback survey, and the company received very high ratings. As a result, we have been asked (since we are the ones that work with the customers every day) to come up with some ideas. Jodi: You called us in on a Saturday morning for this? The higher-ups aren’t going to use our ideas anyway. Why should we spend all of this time working on something they won’t even use? Latisha: I disagree. I think it is great they are asking for our input, and we won’t know if they will use our ideas unless we provide them with good ones. Sam: Exactly, Latisha. Since the organization has developed as a service culture in other ways, like through the bonus system and training, they feel we need to better reflect our service culture in the mission statement. Latisha: How about we think about what customers look for in our customer service, then we can work backwards by then determining some values statements. Sam: Sounds good. I’ll begin. I think customers look to be rung up quickly when they are finished shopping. Jodi: Yes, they also look for some basic things, such as common courtesy. Andrew: Customers have told me they like to shop here because we all have such good product knowledge. I guess this is a result of all of the training we get. Sam: Great. I am writing all of these ideas down. What else do you think our customers look for? Jodi: I don’t know about you, but when I am shopping I want people to be professional. For example, I was at the grocery store last week and while the cashier rung me up, she was complaining to the bagger about her working hours for the week. I think that is a common thing that customers expect. Latisha: Yes, good point, Jodi. I like to be recognized, not treated like I am invisible! Sam: Good work, everyone. I think this list is a great start. Now let’s get to work on how we might turn these around into a company philosophy, values, and mission statement.1b. Which of the following are good ways...Which of the following are good ways for customer service data collection?Multiple Choicecustomer focus groupscomment cardsmystery shoppersAll of these are good ways.

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.

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