session 02-culture and__ environement-zhengxin.pptVIP

* * * * * * * * * * * * * * * * 3 * 4 * 5 * 6 * 7 * 8 * 9 * 10 * 23 * * * * * * ? 2007 Prentice Hall, Inc. All rights reserved. 3–* Exhibit 3–8 Suggestions for Managers: Creating a More Customer-Responsive Culture Hire service-contact people with the personality and attitudes consistent with customer service—friendliness, enthusiasm, attentiveness, patience, concern about others, and listening skills. Train customer service people continuously by focusing on improving product knowledge, active listening, showing patience, and displaying emotions. Socialize new service-contact people to the organization’s goals and values. Design customer-service jobs so that employees have as much control as necessary to satisfy customers. Empower service-contact employees with the discretion to make day-to-day decisions on job-related activities. As the leader, convey a customer-focused vision and demonstrate through decisions and actions the commitment to customers. ? 2007 Prentice Hall, Inc. All rights reserved. 3–* Part 3 The Environment ? 2007 Prentice Hall, Inc. All rights reserved. 3–* Exhibit 3–9 The External Environment ? 2007 Prentice Hall, Inc. All rights reserved. 3–* Defining the External Environment External Environment Those factors and forces outside the organization that affect the organization’s performance. Components of the External Environment Specific environment: external forces that have a direct and immediate impact on the organization. General environment: broad economic, socio-cultural, political/legal, demographic, technological, and global conditions that may affect the organization. ? 2007 Prentice Hall, Inc. All rights reserved. 3–* Demographic Components of the General Environment ? 2007 Prentice Hall, Inc. All rights reserved. 3–* Economic Demographic Components of the General Environment ? 2007 Prentice Hall, Inc. All rights reserved. 3–* Political/Legal Demographic Economic Components of the General Environment ? 2007 Prentice Hall, Inc.