"Customer Service" Essays and Research Papers

Customer Service

[Your Name] [Street Address], [City, ST ZIP Code] [phone] [e-mail] CUSTOMER SERVICE PROFESSIONAL Profile       Synopsis of Achievements     Employment More than 7 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Possess solid computer...

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Strategic Management and Customer Service

were such measures useful? o Customer service lead time (customer perspective) o Customer service productivity (Learning & Growth perspective) Technical customers require efficient and excellent service delivery. Increasing technical support and improving customer satisfaction are very important for Sentra to maintain their growth of business and achieve their financial goals. Therefore the Company will have to match the growing rate of demand for customer service with equally rapid growing rate...

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Implement Customer Service

IMPLEMENT CUSOMER SERVICE STANDARDS Section-1 Introduction-As a leading financial services organization Zurich has a diverse range of businesses and a wide variety of customers. However, one of the things all our businesses have in common is confident and talented people who deliver the best products, service andsupport.Zurich provides an excellent platform for those who want to succeed and gives recognition. One approach to business is to develop a product and then look for customers. This case study...

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Customer Service and Marketing at MM

5 pages single-spaced 12pt font Who are MM’s target customers? Are all segments equally attractive to MM? If yes, why? If not, why not? How do the different segments’ needs and expectations evolve over time? The goal is to increase the overall market share and profits of MM’s Motors in the current market environment by targeting appropriate customer segments and proper allocation of marketing resources. Our initial strategy was to concentrate on segment A because of the following reasons: 1. MM...

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Customer Service at Marigold Hotel

CUSTOMER SERVICE AT THE MARIGOLD HOTEL1 One bright summer morning in March 2010, owner and General Manager George Chacko was in his comfortable second-floor office suite at the Marigold Hotel in the Chanakyapuri area of New Delhi. He had been alerted to a brewing customer service problem, and wanted to resolve the issue before it got out of hand. Chacko belonged to a family of real estate developers and entrepreneurs. Over the turn of the century, he had noticed that New Delhi lacked sufficient high-quality...

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Importance of customer service/communication

Importance of customer/client care It shows a great deal of professionalism when a company takes good care of its customers, both internally and externally. Professional employees will most likely deal with clients in a professional manner, with the right communication, with respect and a genuine attitude. A good customer service will help the company: To keep loyal clients – develop trust To gain new clients To develop a good referral To develop within its employees a sense of proudness and...

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Customer Service

understanding of customer service for Diploma in Customer Service Level 3. Learning Outcome 1: Be able to follow their organisation’s accepted customer service language Assessment Criteria: 1.1 Communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations 1.2 Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations 1.3...

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Customer Service

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

Assignment Customer service Submitted by:Gergana Tsareva Id number: GT21132 Submited to:Chika Ugoji APRIL 2013 TABLE OF CONTENTS: 1.INTRODUCTION……………………………………………………………………………...3 2.Task 1: CUSTOMER SERVICE POLICY…………………………………………………..3 - Meaning………………………………………………………………………………...3 - Examples……………………………………………………………………………….3 - Table presentation…………………………………………………………………….4 - Reason of using customer service…………………………………………………..5 3.Task 2: REFLECTIC SUMMARY FOR GROUP WORK…………………………………...

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Hilton Customer Service Case Study

Customer Service in Travel and Tourism Hilton Hotels Case Study [pic] The ‘Understanding Travel and Tourism’ case study provides useful background information about Hilton Hotels. The first three sections of this case study are based on two presentations on the theme of ‘Reach Beyond’ given to employees of Hilton Hotels UK and Ireland as part of a major staff training programme. Benefits of Good Customer Service Guests tend...

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Customer Service

intend to be successful need to design products, services and product/ service bundles to meet customer needs. How can they do this and how can they ensure that the organisation’s plans achieve quality, time and cost specifications agreed with customers? What data and records might be drawn upon to make plans intended to meet customer needs? Organisations that use market research to gather feedback from consumers regarding product design and product/ service bundles tend to be more successful that those...

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Customer Service

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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Customer Service

Customer Service What is Customer Service? Customer Service is any contact between a customer and a company that causes a negative or positive experience by a customer, it also means being able to exceed the needs and expectations of all their customers rather than just meeting them. “Excellent customer service is about creating a good impression: meeting the needs and exceeding the expectations of visitors, and making them feel welcome, excited and valued.” (http://www.rmg.co.uk) Who are...

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Customer Service

Institute of Hospitality Management-Gandhinagar |Qualification |BTEC HND Level 5 in Hospitality | |Unit Number and Title |3. CUSTOMER SERVICE – QCF Level -4 | |Start Date | | |Deadline ...

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Study on the Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in B2C E-Commerce

Colloquium on Computing, Communication, Control, and Management Study on the Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in B2C E-commerce Yangcheng Hu Department of Management Engineering Nanchang Institute of Technology Nanchang, China hyczju@126.com Although, a number of studies have documented the relationship between service quality, satisfaction and loyalty in traditional service industries and e-commerce settings, theoretical foundations as well as empirical...

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Customer Service

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 organisation, rather than a list. Organisation type Name of organisation Description of products and services Commercial organisation Commercial organisation ...

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Customer Service

Providing customer service Since our restaurant can exists only because of customers, and in particular repeat customers who voluntarily choose to return here and spend their money and time to our food, beverage and service. Without our customer we don’t have a restaurant, they are the only reason we are here. As a result, taking care of our customers is our highest priority, in fact a privilege, never an interruption. At our restaurant the customer always comes first. b. Dealing with customer complaints...

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Service Encounter

Service Encounter: A service encounter is defined as the period of time that a customer interacts with a service (Shostack, 1985). The definition of a service encounter is broad and includes a customer’s interaction with customer-contact employees, machines, automated systems, physical facilities, and any other service provider visible elements. It involves all the activities required to perform a service. Transactions: 1. Info 2. Parking 3. Booking 4. Entry 5. Waiting 6. Finding Seat ...

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Customer Service

Pham Ngoc Thach Street for the purpose of observing the quality and level of customer service this restaurant had. For the sake of adding in another couple of eyes and improving our information findings, we had a student who recently graduated in Hotel & Tourism Management and has customer service experience coming with us. After an hour or two, we had all of the information which we will use to evaluate their service on a piece of paper. Our Primary expectation: Like with many other coffee...

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Customer Service

THIRTEEN CUSTOMER SERVICE FACTS BY: Michael A. Aun, CSP, CPAE Speaker Hall of Fame Reference - http://www.nsacentralflorida.com/Articles/Thirteencsfacts.pdf Thirteen Customer Service Facts. Fact Number One Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms, bad news spreads rather quickly. Don't think for a moment that your poor performance in servicing your client goes unnoticed. Not only...

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Service Marketing

 Consumer Decision Making: The Three-Stage Model of Service Consumption Pre-purchase Stage Service Encounter Stage Post- encounter Stage Customers seek solutions to aroused needs Evaluating a service may be difficult Decision to buy or use a service is triggered by need arousal. What promts us to purchase? Needs. Triggers of need: Unconscius minds Physical conditions External sources Need arousal leads to attempts to find a solution. Evoked set – a set of products and brands...

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customer service essay business

organisational culture must have customer service at its heart. One point which suggest a strong organisational culture perhaps must have customer service at its heart because, customer service can help a business differentiate (porter) from competitors in a very intense (porter) climate. As with Southwest, who are known for their culture of ‘goofiness’ and putting their employee and customers first, allows their staff to feel empowered so are able to create a customer service experience that is unique...

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Service Management

 Happy Hot Pot Service Management Tutor: Prof. Margaret Chen 4991D001 Nina 4991D013 Elina 4991D019 Nora 4991D022 Bella Date: 30st April, 2012 Overview of Research Target The Happy Hot Pot started operation since 2009. The first restaurant has operated for 3 years. And they have four restaurants totally. All of them are located in Kaohsiung. They are 光華店,青年店,小港店,林園店. They are Franchise Chain system. So the bosses of restaurants are different. Their target market is widely. They select...

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How To Rock At Customer Service

Jayne Careaga 2700156 Customer Service for Dummies The quality of customer service is the most important aspect of any business; it’s what keeps a business in business. Today I will be dumbing down the principals of customer service, for this reason I have titled my presentation Customer Service for Dummies. When beginning to compile my thoughts on this topic, I pondered on what customer service meant to me. My first thought was treating others how you would want to be treated or treating someone...

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Customer Service

What Is Customer Service? Customer service has been defined in many ways. The challenge is that appropriate service means different things to different people. It is often easier for customers to identify inappropriate service, than to define what they should experience. Some Common Definitions of Customer ServiceCustomer service is a commitment of all employees in a company to make being a customer a completely positive experience one that everyone customer will want to experience time...

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Customer Service

Diversity, Customer Behavior, Customer Loyalty, and Exceptional Service: I have learned that customer comments, good or bad should always be taken into consideration, addressed and handled appropriately. Comments can provide insight to the thought process of the customer and it could help improve not only the customer service department but the product as well. The success of a company relies on the customer. Relationship Building and Solving Customer Problems: Satisfied customers will remain...

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Mcdonalds Service

the Quality, service, and cleanliness and the value that they offered by the McDonalds to the consumers. This can change into high quality products; service the consumer on time with a smile in a clean place. Currently McDonald’s is implementing a world wide strategy and that is called “play to win” which is create to have an excellent customer experience. The 5 segment experience of McDonald’s is Product, price, people, place and promotion. • Product Product can be the service that they offer...

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Sample customer service policy

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES SAMPLE POLICY 1. Our mission The mission of [insert name is business] is to [insert mission of business]. 2. Our commitment In fulfilling our mission, [insert name of business] strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them...

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Customer Service

Otis was the leader in the sales and service markets. The sales market was cyclical and the service market was stable. In 1981, North American Operations, Otis’ second largest division, investigated the feasibility of using IT to establish a centralized customer service department to accept customer requests for maintenance during non-prime-time hours, for which Otis was earlier using a commercial answering service. Customers assessed the quality of the service offering based on Otis’ responsiveness...

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6 Facets of Customer Service

11/6/12 Business Relations The 6 Facets of Customer Service What does “customer service” mean? According to Melvin Richardson’s article “What does customer service mean?”, Customer service means: listening to your customers, satisfying every want and need, taking ownership of the customer’s account, showing appreciation, smiling and following up with each and every customer. These are all simple tasks to complete individually but they become more complicated to fulfill when they are all lumped...

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customer services

discussing the customer service policies a. A discussion about the usage of customer service policies(1.1) page 3,4 b. A discussion about the evaluation of customer service policy(1.2) Task B Communication and information research a. Evaluation of the different communication methods(2.1) b. Analysis of the influence of customer perception by customer service provision (2.2) c. Assessment of sources of information on customer requirements...

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Customer Service

Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective...

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Customer Service and Starbucks

Coffee Company. Presenters: ... positive customer service, Starbucks has created a large base of loyal customers. Mr. Schultz ... Starbucks-delivering-customer-service-final - SlideShare www.slideshare.net/AlyBukhari/starbucksdeliveringcustomerservicefinal‎ Jun 16, 2012 - Starbucks: Delivering Customer ServiceHoward Schultz's idea with Starbucks ... Starbucks: Expanding Into India, Case Study 10038 views Like ... [PDF] Starbucks: Delivering Customer Service https://is.vsfs.cz/el/6410/zima2013/BA_BM_A1/um/Starbucks...

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Customer Service

Customer Service Research Paper Before I get into further analysis of my own personal experience, I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success. An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent, smaller businesses...

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Importance of customer service

IntroductionNowadays, many medium sized service companies have appeared in our market society. What factors have led them to success? Of course, the most important one is doing as best as they can on customer service. Customer service is not only a quick table wipe and a glass of ice water. There are many mechanisms to control it. In this essay, I am going to describe the importance of customer service, and then I am going to talk about how customer service works in the system. Follow that I want...

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Customer Service Representative Morale

A business seeks to make a profit by providing customers with goods and services. The success of the business is in the quality of the goods and customer service. Management and leadership styles have a great impact on the working environment and employees' motivation. The working environment also affects both management and other employees' motivation, which in turn influences the overall progress and well being of the organization. It all comes down to keeping employees enthusiastic and energized...

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Half.Com Customer Service

Ha Half.com Customer Service Ramona Russell Davenport University HRMG433 Professor Rhonda Bunce Introduction One of the customerservice agents for Half.com, Bill Ryan, is “one of 30 customer - service agents at Half.com, an online market-place owned by eBay Inc., the Internet auction company” (Milkovich, Newman, & Gerhart, 2011). Half.com lists all the products from sellers for the public, on their website and acts more like an intermediate between the buyers and the sellers. Half...

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Customer Satisfaction

satisfaction is a central concept in modern marketing thought and practice. Referred to many as the "marketing revolution" of the 1970s, a sudden shift toward customer-oriented marketing became the newest "trend" in business—and it has held its ground since: Business starts with the customer. Customer satisfaction matters. It matters not only to the customer, but even more so to the business because it directly impacts a company's bottom line profits. The marketing concept emphasizes delivering satisfaction...

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Customer Service

Customer Service Questionnaire (step 5 of 6) Screening Questions | Instructions  This questionnaire has been designed to help us to understand whether the role of customer assistant is right for you, as well as help you to understand more about what it might be like to work for Tesco. Based on actual experiences of Tesco customer assistants, each question describes a situation that you might find yourself in while at work. You should imagine yourself as a customer assistant in each situation...

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Service Operation Management

What is service operation management?  Covers the activities, decisions and responsibilities of operations managers in service organizations Responsible for: Service operation some of organizations resources (equipments, materials, staff, technology, whatever account 4 large proportion of organization’s total assets) customers(clients, patients) ‘processing’ their customers goods and services delivered to customers • From the customers’ perspective, service is the combination of the customers’...

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Gap Model in Services Marketing

The GAP MODEL in SERVICES MARKETING GAP 1 The gap between the customer expected service and company perception of customer expectation. |Inadequate market research. |Design, conduct and implement appropriate market research. | |Poor communication between customers and management and between|Design and implement an upward communications programme. | |front line employees and managers. | ...

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Starbucks : Delivering Customer Service

Starbucks: Delivering Customer Service Starbucks: Delivering Customer Service The elusive goal of customer satisfaction has long provided companies with endless headaches and difficult decisions. In the end, associating specific customer satisfaction metrics to company profit and loss would provide the undeniable proof needed to make changes, and then invest the required capital to address any concerns. Starbucks, not unlike the rest of the business world, has found itself in the same situation...

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Public Sector and Customer Service

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 organisation, rather than a list. Organisation type | Name of organisation | Description of products and services | Commercial organisation | Cleaning firms | Cleaning company offering cleaning services. This company...

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Exceptional Customer Service

our customers and, in doing so, exceed their expectations for service, quality and value.” (Enterprise Rent-a-Car, 2007) Enterprise strategy to achieve and fulfill its mission started by Jack Taylor’s simple philosophy: “Take care of your customers and employees first, and profits will follow.” The key elements of Enterprise Strategy are:  Strive to earn customers’ long-term loyalty by working to deliver more than promised, being honest and fair to provide exceptional personalized service that...

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Starbucks Delivering Customer Service

Delivering Customer Service MARKETING-II DATE OF SUBMISSION-19.11.2012 SUBMITTED BY:- SECTION-C, GROUP 13: Abhijit Das- 2012PGP005 Ashwin Vijayan- 2012PGP073 Kumar Abhishek- 2012PGP178 Payal Anand- 2012FPM10 Rajat- 2012PGP292 Sumit Bapuji Gedam- 2012PGP382 Vikash Kumar- 2012PGP438 Situational Analysis Customers: Affluent, well-educated, white-collar patrons(skewed female) between the ages of 25 and 44 Most loyal customers visit Starbucks as often as 18 times a month, but typical customers visited...

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Walmart Customer Service

Wal-Mart Customer Service The Walmart’s history goes way back to 1996, when the first store was open by founder Sam Walton in Roger, Ark. Sam Walton Believed firmly in customers getting the best service possible. Competitors doubted Sam when he share his idea of low price along with great customer service. Walmart was built on the principle that customers comes first no matter what. Sam rely solely on give the best customer service great customer experience. In 1992, he was awarded the President...

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Service Quality Gaps Model

gaps model of service quality was first developed by a group of authors at Texas A&M and North Carolina Universities, in 1985. Based on exploratory studies of service such as executive interviews and focus groups in four different service businesses, the authors proposed a conceptual model of service quality indicating that consumers’ perception toward a service quality depends on the gaps existing in organization – consumer environments. Theory of the Gaps Model Perceived service quality can be...

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Customer Service Review Questions

ice Alyssa Corral Customer Service Bruce Fey Page 282 Review Questions What are some innate qualities or characteristics that make people unique? Innate qualities are qualities and characteristics that one is born with and has within them. Some innate qualities that make people unique are race, ethnicity, gender, height, natural hair color, and birth order. What external or societal factors affect the way members of a group are seen or perceived? Some external factors that affect...

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Customer Service Level 2

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 organisation, rather than a list.  2. Complete the table below by describing the differences in customer service between commercial, public and third sector organisations. You should outline customer service roles in each organisation...

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The Tourism Industry Within the Service Sector

in the service sector. This report is going to focus upon the tourism industry within the service sector, looking at, the tourism product, the business operations cycle, the service concept, and then the idea of the service concept will be applied to the tourist attraction Alton towers. Section 1 : The key differences between a tourism product and a manufactured product. The tourism product is defined by many as an intangible product to the customer, a service/ experience the customer can only...

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“Islami Bank mCash service”

your new Mobile Banking service and understanding the problem, I am trying to make a project “Islami Bank mCash service” to make the higher service level toward the development of quality of service. Background and Goals: I select this topic because I think it's a unique and very useful service of IBBL. We know that your unique system for all to take the Banking Services of Islami Bank Bangladesh Limited based on Islamic Shari’ah. If you would concern about your customer such as their opinion...

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Satisfaction of Customer in Fast Food

contain fruits and vegetables. If you're having fast food more than once a week, try to make healthier choices. Here are some tips: A food service worker's training usually includes teaching employees how to properly greet customers. Food service workers often work various stations in a restaurant or concession stand. In addition to food preparation, food service worker training may entail teaching employees how to run the cash register or how to properly stuff a customer's bag at the drive-through...

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customer service

deal with the impatient customer, and how training the employees to treat this kind of customer, to make this professional and effective, we will use some useful tool and way, which including training need, training design, development and implementation, also, training outcomes and needs assessment will be mention. Customer service and good customer service: Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities...

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Understanding the customer

The Customer Relationship in Supply Chain Management written by: Ian Johnson•edited by: Jean Scheid•updated: 9/2/2010 Why are some companies better at managing their customer relationships than others? It's because they have a well-run supply chain that ensures the most common parts are available and they never promise something they can't deliver? Learn here about customer relationship in supply chain management. The Customer Relationship in Supply Chain Management When it comes to managing...

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Starbucks Delivering Customer Service

Starbucks: Delivering Customer Service Case synopsis: Baldwin, Bowker and Siegl were masterful in opening the coffeehouse in Pike Place Market. Schultz was doubly masterful in taking Starbucks to an unprecedented level. As of 2002, this familiar household name had a total of 4500 stores which is impressive considering in the ‘80s it had about 100 stores in Chicago and the Northwest. Schultz had his eye on Wall Street although they were incredulous about selling gourmet coffee in a paper cup...

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Starbucks: Delivering Customer Service

Starbucks: Delivering Customer Service Starbucks is dominant coffee brand in North America, which also is well-known worldwide. Established in 1971 as coffee shop oriented to a niche of coffee purists, in late 1980’s it turned to be a constantly growing chain of stores that sold whole-beans and premium-priced coffee to mostly affluent, well-educated customers. In years 1992-2002 company was showing at least 5% annual growth. And by 2002 Starbucks was serving already 20M customers in 5886 stores (both...

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Customer Service in Travel and tourism

Unit 4- P3 Knowing the customer service skills required to meet customer needs in travel and tourism contexts. Communication skills is important an important part of the travel and tourism industry. It is important to use the appropriate methods of communication for a given situation. Communication takes place face-to-face, by telephone, in writing electronically (e-mail and fax). Face to face is dealing directly with customers either face to face, individually or in a group situation. Dealing...

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customer service paper

Maverick’s Customer Service By Ronnie Holmes MGT 350 February 12th, 2013 Introduction Maverick’s Poker Room has issued a survey to its customers to determine the level of customer service the patrons think they are receiving. Understanding the customer expectations is vital to a business’s success. The location of Maverick’s is directly across the border from Canada and many patrons come from across the border. This means not only does Maverick’s deal with local customers but international...

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Earth Galleries - Service Concept

geology specialists" Service concept: Viewing purposes only were people that are interested could go and view the findings within the field of geology, viewed by geology specialists. Where the expression "rocks in boxes" express the museums organizing idea, where the stones are presented in the plain scientific way. Organisation: New Earth Galleries Organising Idea: Promote the discovery, understanding, responsible use and enjoyment of the natural world. Service concept: 2. What do...

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8ps of Services Marketing

Assignment Of Services Marketing Topic Develop 8Ps of Services marketing for any new service Submitted To Mr. Selman Rabbani Submitted By Syeda Sahar Fatima Kanza Khurshid MBA 6(A) Registration # 20381 and 20351 Bahria University Karachi Campus Dated 24-10-2012 THE FLAGENCE JEWEL INN (BRIDAL JEWELLERY ON RENT) Following are the 8Ps of services marketing for this new Service. In which we provide service of all types of Silver and Imitation Bridal jewellery including necklaces...

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