Application of SMS Technology for Customer Service Centre 1 Ariff Idris‚ 2Abd. Samad Hasan Basari‚ 3Nur Hanisah Zubir‚ 1‚2‚3 Faculty of Information and Communication Technology Universiti Teknikal Malaysia Melaka Locked Bag 1752‚ Pejabat Pos Durian Tunggal‚ 76109 Durian Tunggal Melaka‚ Malaysia 1 miariff@utem.edu.my‚ 2abdsamad@utem.edu.my‚ 3nurhanisah.zubir@gmail.com Abstract - SMS technology is designed originally as a communication tool between a service provider and its users. However
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Customer Service Unit 1 Understanding the organisation Session 5 Know the organisation’s policies and procedures Handout In this Session‚ you have learned about: The principles‚ policies and procedures of your organisation How your organisation communicates its principles to employees Your organisation’s policies and codes of practice Consultations on changes to principles‚ policies and procedures Issues of public concern relating to your industry and organisation. Principles‚ policies
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ability to handle people and relate in a caring and meaningful way to the individuals being managed » A manager is the person responsible for planning and directing the work of a group of individuals‚ monitoring their work and corrective actions when necessary. To be a successful manager is not that easy and ask certain competencies‚ the most important issue in management success is being a person that others want to follow. It is expected that managers have technical skills but the bigger test
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health issues‚ but physical issues that impact their mental health as well. As a graduate of Eastern Kentucky University’s Masters in Clinical Psychology program my goals included pursing my doctoral degree in health psychology with a focus on behavioral health in children and adolescents. With a professional degree in psychology‚ my goals included serving as a health psychologist. Upon completion of the graduate program at Eastern Kentucky I entered the workforce to gain more insight into the practice
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(1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management‚ Catholic University of Portugal‚ Portugal 2) Faculty of Economics‚ University of Porto‚ Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction
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structures 3 Functional Structure 3 Divisional Structure 4 The Matrix Structure 5 Team-based structure 6 Network structure 7 Factors that affect structure 7 Conclusion 8 Bibliography 9 Introduction The purpose of this paper is to explore organisational structure‚ examine the aspects that impact the structure of an organisation and discuss how managers should use this information. Organisation structure The organising process leads to the creation of organisation structure.Organisation structure
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products/services can be designed and marketed‚ presented to the customers to meet those needs. The market now determines what the manufacturer produces or the retailer sells and information collected from customers provides the basis for the focus for all organisational activities. Do not make assumptions about customers and their needs‚ ensure that you identify just who your customers are and what their needs are. Communicate with them often and regularly. Go directly to your customers for the
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BUS 324 Services Marketing Group Assignment 2: Literature Review Emirates Airlines Done By: Sheela Mehta Date: 14/11/2012 Literature Review on Customer Service Management Introduction One among many of the definitions given to customer service by Jay Kandampully (2012) in his book “Service Management: A New Paradigm in Retailing” are “Customer Service is a series of activities designed to enhance the level of customer satisfaction- that is‚ the feeling that a product or
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Warwick MBA Assignment Cover Sheet Submitted by: 1168145 Date Sent: 25 November 2013 Module Title: Organisational Behaviour Module Code: IB802B Date/Year of Module: 2013 Submission Deadline: 25/11/2013 Word Count: 2949 Number of Pages: 12 Question: Critically evaluate Teams as a way of organising work and the challenges involved in managing this kind of organisation. Use an example‚ or examples‚ from your own organisation (or others) and apply OB theories and research in your answer. “This
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with customers. 1. Keep smiling It’s important to remain polite and professional no matter how aggressive a customer gets. Keeping a smile on your face will help keep your attitude neutral and polite if you’re dealing with the customer in person and make your voice sound pleasant over the phone. Also while you smile keep your ear and mind on the issue stated. 2. Let the customers talk. Ask leading questions to allow the customer to talk more so you can gather more "facts" Rude customers could
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