Customer Care In todays competitive environment‚ the issue of customer relations has become ever more important. With such wide choices available to the customer‚ the slightest dissatisfaction can easily result in customer taking their business else where. There are many methods available for an organisation to establish and maintain positive relationships with customer to help them retain their business. Communication is one of the most important methods as it covers many aspects of customer
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Discussion Notes on the Customer Service Process 1. Customer calls in problem by dialing central information phone number. 2. Phone menu system directs customer to choose from the following choices to get to customer service representative: 1. Level 1: Greeting and identify if you have a tone or pulse phone. Choose 1 if you have a tone phone. Stay on the phone if you don’t have a tone phone (put on hold for at least 5 minutes). Time spent listening to greeting and identifying
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Bachelor of Business (Incorporating Graduate Diploma in Business and Graduate Certificate in Business) Organisational Behaviour 466641 Summer School 2013-14 TABLE OF CONTENTS Item Description Page 1 Welcome to Organisational Behaviour 3 2 Teaching Team and Contact Details 3 3 Paper Information 3.1 Prerequisite requirements 3.2 Paper Aim 3.3 Learning Outcomes 3.4 Content 3 4 AUTonline Programme Organisation 4 5 Textbook 5 6 Daily
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ORGANISATIONAL BEHAVIOUR What is organisational behaviour? The study of human behaviour‚ attitudes and performance within an organisational setting; drawing on theory‚ methods and principles from such disciplines as psychology‚ sociology and cultural anthropology to learn about individual‚ groups and processes. Three different OB perspectives Macro-perspective; the big picture Micro-perspective; the smaller units Meso-perspective; integration and movement between macro and micros Three levels
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1. What is Organizational Citizenship? There are 4 perspectives that makes companies effective and efficient consisting of open systems‚ organizational learning‚ stakeholders and high-performance work practices. However‚ despite these perspectives‚ work-related employee behavior also has a deep influence on organizational effectiveness‚ there are certain behaviors that employees have to adopt to reach this level of effectiveness. These behaviors consist of task performance‚ counterproductive work
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Student : Jodie Ann Auld Student Number : S0237988 Course : HRMT11010 Date : 30 April 2013 Version Number : 1 “Political Activity is alive and well in organisations. Critically discuss this statement. What factors result in Organisational Politics and what is the role of such behaviour on other people at work?” Political Activity is alive and well in organisations – one of the biggest killers of productivity is not a lack of innovation‚ productive systems or visionary thinking
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Organisational Analysis With growing competition‚ especially from the impact of globalization (Hamilton et. al‚ 2009)‚ it is crucial for an organisation to develop strategies which maintain their survival‚ growth and success (Mullins‚ 2010) “The environment is the external context in which organisations find themselves undertaking their activities” (Capon‚ 2009‚ p5). Assessing the external environment is thus a crucial part of any business strategy. Organisations can either react as of when change
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06 / 05 / 2012 Table Of Contents: i) Abstract ii) Introduction iii) Job Responsibilities: Bank Manager iv) Key Personnel Description and Relationships a) Organization b) Tellers / Personal Bankers c) Customers - Existing / Potential d) Specialist Managers / Relationship Managers e) Summary v) Diagram: Branch Structure and Interdependencies vi) Diagram Summary vii) Conclusion viii) Bibliography / Reference i)
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is more than a disagreement; it is when people believe that another interferes with their interests and goals” (p. 62). When considering conflict‚ interests and goals are considered the same thing. There are four general types of interests and goals which are topic or content‚ relational‚ identity (or facework)‚ and process; these together are easily remembered by using the acronym TRIP(Wilmot‚ 2007. p.63). To better describe and explain these types of goals‚ the following personal conflict will
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cover up the shame and guilt that you are hiding in the inside? McDonalds is striving and pulling forward to fast food domination‚ not in a negative way but in a positive way. The reasons why is because of the variety of choices you can pick from‚ customer satisfaction‚ and you being happy. The first reason why you the people should eat McDonalds is the variety of choices there is. If you really don’t have money on you at the time or there are a lot of friends or family with you
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