To learn more about the history, background, and components of customer service occupations, select one of the topics below, log on to the Internet, and gather additional research data. One valuable site is the U.S. Department of Labor at http://stats.bls.gov. You can also type in the term

“salaries” on a search engine to identify other sources of income information. Report your findings to your work team members, peers, or students, depending on the setting in which you are using this book.

Research the projected salaries and benefits for customer service providers in your industry or in one that interests you.

Search for information on organizational behavior and organizational culture and share your findings with the class. Discuss how behavior and culture impact service delivery.

Develop a bibliographic listing of books and other publications on topics introduced in this chapter. The resources should be less than five years old. You can do this by going to sites such as:

www.amazon.com

www.barnesandnoble.com

www.mhprofessional.com

Find the websites of at least three companies that you believe have adopted a positive customer service attitude and are benefiting as a result. Select any issue raised in this chapter and research it further.