Chapter 1 The World of Customer Service Table of Contents Learning Outcomes......................................................................................................... 2 Brief Chapter Outline....................................................................................................... 2 Chapter Outline and Lecture Notes................................................................................. 3 Class Activities and Sample Assignments..................................................................... 17 Discussion Opportunities............................................................................................... 17 In the Real World Notes ................................................................................................ 18 Retail—Amazon.com................................................................................................. 18 Work It Out Notes.......................................................................................................... 19 Work It Out 1.1—Improving Service Quality.............................................................. 20 Work It Out 1.2—Personal Exposure to the Global Trend......................................... 20 Work It Out 1.3—Who Are My Internal Customers?.................................................. 20 Work It Out 1.4—Types of Service............................................................................ 20 Work It Out 1.5—Attracting and Training Employees................................................ 21 End-of-Chapter Material Notes...................................................................................... 21 Key Terms................................................................................................................. 21 Review Questions ..................................................................................................... 22 Collaborative Learning Activities ............................................................................... 24 Face-to-Face—Getting Ready for New Employee Orientation at PackAll................. 25