Introduction of Customer Service

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MANAGEMENT APPLICATION PROJECT

FOR

DIPLOMA IN BUSINESS & HUMAN RESOURCE MANAGEMENT

“IMPROVING CUSTOMER SERVICE IN MALLS CENTRE THROUGH CUSTOMER SERVICE TRAINING AND REWARDS”

BY

SHAMALA JEYARAMAN

SINGAPORE HUMAN RESOURCES INSTITUTE

ACKNOWLEDGEMENT
I would like to express my heartfelt grateful appreciation to my lectures for imparting their knowledge and experience to me. Their motivation and words of encouragement have made me more motivated and interested to pursue my studies. I have learnt a lot from them. They are Mr. Alex Lim who teach me Accounting and Quantitative methods, Mr. Arthur Lee for Human Resource Management 2 and last but not least Mr. Prabhu Naidu for Organizational Behavior. To my MAP supervisor Mr. Prabhu Naidu, thank you for your guidance, patience and understanding, guiding and helping me complete my MAP project; for taking the time to assist and understands my hectic work schedule.

I would also like to express my appreciation to my family for motivating and supporting my decision to further my studies and also pray for my success. My mom really helps me a lot in doing this project. As a customer service officer herself, she gives me some guidelines about this project. My brother for taking the trouble to sent and fetches me from the Johor customs since I’m coming from Johor Bahru to study here in Singapore. And also mom never bothers me with housework so that I got time to study for my exams. Thank you for believing in me and always believes that I can do it and confident that I will pass my exam. This made me concentrate on my studies better and the family love and motivation has made me reach this diploma course. Last but not least my supervisor at workplace for his understanding and support. Thank you for being supportive and approve all my leave from work when exam period. And also my working colleague that always believe me and gives their support. I’ll be completing my diploma soon. Thank you all and I would not be here today if not for all your support and encouragement.

TABLE OF CONTENTS

1.0 Executive Summary4
2.0 Introduction5-6
2.1 Organizational Chart7
2.2 Financial statement…………………………………………………………………………………………………………………...8 3.0 Business Case9-10
3.1 What is Customer Service?11-12
4.0 Methodology…………………………………………………………………………………………………………………………………..13 4.1 Sample Size……………………………………………………………………………………………………………………………..13 5.0 Finding/ Analysis…………………………………………………………………………………………………………………………….14 5.1 The analysis and the summary of Customer Service Training Survey………………………………….14-25 5.2 The analysis and the summary of Customer Satisfaction Survey……………………………………………..26 5.3 Training…………………………………………………………………………………………………………………………………..27 5.4 Incentives Rewards…………………………………………………………………………………………………………………27 6.0 Recommendations…………………………………………………………………………………………………………………….28-30 7.0 Implementations……………………………………………………………………………………………………………………………31 7.1 Training………………………………………………………………………………………………………………………………31-32 7.2 Incentives Rewards……………………………………………………………………………………………………………..32-33 7.3 Timeline and Activities Chart……………………………………………………………………………………………………34 8.0 Conclusions…………………………………………………………………………………………………………………………………….35 Appendices………………………………………………………………………………………………………………………………………36-42 Case study…………………………………………………………………………………………………………………………………………….43 Bibliography………………………………………………………………………………………………………………………………………….44 Reflection of the Course............................................................................................................................45

1.0. EXECUTIVE SUMMARY
“The business world is like a battle”. For any business to survive, there are 3 elements. That is products and services, the customers and staffs who help to run the business. All these 3 elements are interconnected on one another and should particular...
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