Assessment Task 2 – Manage Quality Customer Service Save this document to your desktop. Type the answers in the spaces and templates provided. You will need to plan for well-detailed and expansive responses. Please ensure that you save your document regularly and save a final copy before submitting. Upload your document in the upload section at the end of week 2. Please upload this document as a word document and not PDF for marking and feedback purposes. Students name Monique Clason Student Number
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accomplish its goals. In today’s increasingly global and competitive environment the effective management of people is even more important to the successful performance of the work organisations. Therefore‚ the managers need to understand the main influences on how people behave in an organisation setting. Mullins (2008‚ p.4) defined organisation behaviour (OB) as ‘the study and understanding of individual and group behaviour‚ and patterns of structure in order to help improve organisational performance
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Customer Service Management and Business Performance at Vodafone Chapter 1 Introduction Customers are considered as the key for any business survival. As the market begins to saturate‚ customer retention will be a key factor in determining the success of a company (Kotler‚ 2003). As a highly competitive market‚ the mobile phone company that has the largest customer base and highest customer retention rate will be a market leader in the industry (Turel and Serenko‚ 2006). Ultimately the quality
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Customer Service – Loyalty Program It is important to create a program that is manageable and support the goals of 7-11. The Loyalty Program of 7-Eleven Hong Kong was “Stamp Collection”. The latest function was Sanrio 50th Crystal Charm Collection. (Swarovski) Step 1: 7-11 will examine who are your customers‚ they know there customers were want convenience service and most of them normally were young to middle age. These customers are easy to change their mind because of the trend and
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The Effectiveness of the Quality of Service by Gokana‚ Ramen and Teppan to Customer Satisfaction A thesis that is purpose to ; Mr. Orlando To partial fulfilment of the requirement for completing methodology Subject Created by: Hendra (014201000032) International Business 2010 Class 2 Chapter 1 I. Introduction Effectiveness is the capability of producing a desire result. When something is deemed effective‚ it means it has an intended or expected outcome‚ or produces a deep‚ vivid
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structure and culture. These parts or factors can directly contribute to the strengths or weaknesses of an organisation and they are all interrelated. This essay will examine organisational structure and organisational culture and the influence mechanistic and organic structures have on organisational culture. Organisational structure‚ as defined by Hodge‚ Anthony & Gales (1996)‚ is “the sum total of the way in which an organisation divides it’s labour into distinct tasks and then coordinates them”
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Section 1 – Understand how to make and receive telephone calls 1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. Feature How / when used 1. music on hold That type of phone is used when a person is placed on hold and the music is played to them. Usually used when calling customer service. 2. transfer This one enables to transfer a caller to another extension. Usually used at the reception desk
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Different approaches to organisation and their relevance. Available: http://organisationaldesign.blogspot.com/2009/06/describe-different-approaches-to.html. Last accessed 7th November 2013. online . (2013). Organisational Structure. Available: http://igbusinesss.blogspot.com/2011/04/chapter-ten-organisational-structure.html. Last accessed 7th November 2013.
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A Study on Customers Preference and Satisfaction of Four Basic Banking Services in Coimbatore and Erode T Vetrivel* and T Devasenathipathi** The purpose of this study is to investigate the differing preference and satisfaction level of customers towards Loans‚ Deposit schemes‚ Insurance and Value-added services rendered by various banks in Coimbatore and Erode cities. By using non-probability convenient sampling‚ 300 samples were taken at various branches and ATM centers‚ etc. Simple percentage
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