THE CAMBRIDGE ASSOCIATION OF MANAGERS GRADUATE DIPLOMA IN HOSPITALITY‚ TOURISM AND RECREATION. CUSTOMER SERVICE CUSTOMER SATISFACTION IN HOSPITALITY AND TOURISM INDUSTRY [A CASE STUDY OF WHITESANDS BEACH HOTEL] DONE BY : LYNETTE A. NYAGAYA CANDIDATE NO: CAM / 2008 / GD/ KEN/ 00425 PURPOSE : Fulfillment of CAM graduate diploma in hospitality‚ tourism and Recreation. [Customer service] Dated July 2008 Presented to : Cambridge Association of Managers‚ International Examinations‚ Cambridge
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once in two minds whether to hide his true identity or to save the guiltless prisoner who was mistaken for him. If he spoke the truth‚ he would be condemned‚ which meant an end to his freedom. I have been in this situation before‚ on the horns of a dilemma‚ not knowing to do what was good for me or to help a friend. It happened in a one-period test. Since I and a girl sitting next to me had not studied it over‚ we decided to cheat by putting the book in her desk case. The test went on well until I
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1. The ethical issues in this case are employee theft‚ company resource abuse‚ conflict of interest‚ misuse of company’s confidential information‚ lying and intimidating behavior. Jack is misusing the company’s confidential information to do work for some clients outside of A&A. There is a conflict of interest because Jack represents A&A and has gained the trust of the company. Jacks’ ethical issues arise when he denied a promotion to a partner’s position in the firm‚ by stealing the company’s software
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as the scenario clearly mentioned that the mayor received those gifts to provide certain unethical favors back to the gift senders. A person may have a counter argument that those contractors were not doing something illegal but rather providing services to the city and creating more jobs. It is may be true that those contractors will contribute to city development but it eliminates the process of merit. What if there are better people with great ideas for city development‚ would they get chance
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will not be marked on this; it is simply to provide your tutor with a brief outline.) Argos are a large retail company who provide products and services to the general public. Section 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations‚ public organisations and third sector organisations. Please ensure you provide a description for each
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as role models of the organization and to set the standard ethics of a company (Daft‚ 2012). Making this decision isn’t just about you as a manager but your decision also stands for the employees of the company‚ shareholders‚ stakeholders‚ and customers (Daft‚ 2012). Prepare for backlash if you decide to continue to do business with a company that treats their workers like slaves. Every company has a code of ethics to abide by with any given situation and to go against the code which your company
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Introduction: "The customer is always right" is a famous business slogan. The underlying truth behind this statement is recognizing that customers are the life blood for any business. Understanding the importance of good customer service is essential for a healthy business in creating new customers‚ keeping loyal customers‚ and developing referrals for future customers Important of Customer Service: Customer service is important because customer service does more than simply provide a means
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Customer service | Customer-Centric | An introduction on how to provide superior customer service skills. | | | | An informational essay on how to provide superior customer service using these seven skills: The right attitude‚ Understanding the customer’s needs‚ Clear communication‚ Dealing with difficult customers‚ Business telephone etiquette‚ Customer service and technology‚ and Serving diverse populations. The essay provided also uses examples of these situations and may include
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Customer service 1 © NSW DET 2008 Topic 1 - Customer service 2 © NSW DET 2008 Introduction It may seem strange that you are studying an area that you already know so much about—customer service. Whether we realise it or not‚ we always judge organisations that we come in contact with and so we already have quite a good understanding of a customer’s perspective. In this module we will put this understanding into a structured model‚ so it can contribute to developing organisational
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for using customer service policies. Current Customer Service policy of Café Fusion: 1.2 Evaluation of CSP and how this affects staff training. 2.1 Communication Methods for CS. 2.2 Customer perception and the influence of Customer service provision. Conclusion: Recommendations: Bibliography Executive Summary: 1 Reasons for using customer service policies. Customer service is the provision of service to customers throughout the course of each customer interaction
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