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Figure 1.

3 - Numeric Change in Wage and Salary


Employment in Service-Providing Industries,
20102020 (projected)

Source: Bureau of Labor Statistics National Employment Matrix

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Impact of the Economy on the Quantity of Jobs


being Created
Prevailing interest rates and consumer demand cause companies to
evaluate:
How many people they need
Which jobs should be maintained

Technology
Increased the need for new technical skills
Automation of tasks that were previously performed by employees

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Impact of the Economy on the Distribution of jobs


More jobs are likely to develop in major metropolitan areas
Need for telecommuting

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Impact of the Economy on the Quality of Service


Jobs
Competition for prime service jobs will become much more intense
in the future
Successful employees will be:

Better educated, trained, and prepared


Those who have tapped into the concept of professional networking

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Global Economic Shifts


Sales in brick-and-mortar stores are down, owing to the growth of
online retailing
Post-recession, organizations have:
Cut back on the size of their workforce
Sold off, merged, or closed operations
Taken dramatic steps to attract and retain customers

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Shifts in the Population and Labor Force


The present labour force is:
Older, more diverse, and has more women
Expected to grow at a slower rate than in previous decades

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Increased Efficiency in Technology


Has resulted in:
Increased production and quality
Equipment working continuously
Enhanced ease of service delivery and faster processing

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Globalization of the Economy

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Deregulation
Governments remove legislative or regulatory guidelines that inhibit
and control an industry
Deregulation of public services led to:
Breakdowns in service quality
Closure or restructuring of the company
Opportunities for new companies to step up and to better serve
customers

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Geopolitical Changes
Business access and competition within some areas of the world
has changed significantly
North American Free Trade Agreement (NAFTA): Entered into by
the United States, Canada, and Mexico
Greater need for better understanding of diversity-related issues
European Union
Economic market made up of 28 states

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Changing Values
Companies are attempting to attract and hold customers by:
Making changes in their products
Changing their manner of service

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White-collar Workers and Women in the Workforce


Increase in the number of white-collar workers has led to the
creation of new types of service occupations
Womens traditional roles in society have shifted to service providers

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Diverse Population and More Older Workers


Entering the Workforce
Racially and ethnically diverse population

Bring new ideas, needs, and levels of knowledge, experience, and ability
Bring a better understanding of the needs of the group that they
represent

More older workers entering the workforce

Median age of people in the Canada / United States is rising


Return to work due to economic necessity and/or social reasons

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Growth of E-commerce
Consumers can surf the net for products and services without
leaving their homes or offices
Manufacturers can provide products and services worldwide without
ever physically coming into contact with a customer

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Making it Remarkable

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Making it Remarkable
Think of your own remarkable customer experience
What did they do right?

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Making it Remarkable
Exceeding
Expectations
They have to be
established
Then they have to be
exceeded

Success!
Expectation

How do you establish


an expectation?
Customer Experience
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Discussion

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Today`s Customer

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Consumer Behavior Shifts

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Figure 1.8 - Components of a Customer-Focused


Environment

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Figure 1.10 - Competencies of Customer Service


Professionals

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Addressing the Changes


To sustain in the present highly volatile business environment,
companies must:

Become learning organizations


Focus on service recovery

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Customer Service Principles

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