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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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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Customer service is vital in today business industry. Customer service‚ by definition‚ is about serving people; it should be genuine‚ personalised and compassionate. They are a valuable resource to business because their feedback helps to shape and improve the business. Our aim is to ensure that the customer feels good but as well as having a memorable experience. This can be achieved by providing and delivering a professional‚ helpful‚ high quality service and assistance before‚ during and after
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diversity‚ customer behavior‚ customer loyalty‚ and exceptional service. Looking back I have learned that customer comments‚ whether they are good or bad‚ should always be taken into consideration‚ addressed and handled appropriately. By recognizing these comments I noticed that they can provide insight to the thought process of the customer and in turn could help improve not only the customer service department but the product as well. The success of a company relies on the customer. Satisfied customers
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When thinking about the places that I have stopped doing business and the reasons why I stopped shopping there is because I was treated with disrespect now being greeted or being ignored‚ I can’t shop at a place where they ignored me and judged me because I am unable to meet their specific standard of the ideal customer. A clear example for me of this is was when I went in to Gucci and I was totally ignored and no one talked to me. I went in there with the total intention of purchasing a wallet
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Characteristics of customer service Bitner‚ Fisk and Brown (1993) suggest that the major output from the services marketing literature up to 1980 was the delineation of four services characteristics: intangibility‚ inseparability‚ heterogeneity and perishability. These characteristics underpinned the case for services marketing and made services a field of marketing that was distinct from the marketing of products. The literature highlights intangibility as one of the key characteristics of services. Regan
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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
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change the faulty performance appraisal system which met resistance from administrators and secretaries. So he met two Sweetwater experts who gave him their recommendations to solve the problem. The first recommendation was not to use the graphic rating forms because it didn’t show the good or bad performance clearly. The second recommendation was not to force administrators to rate at least their secretaries as less than excellent. The recommendations were good and made sense but they created problems
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basing your answers to this assessment on? If you are currently working‚ you may wish to base it on the organisation which employs you. Arthur Andersen‚ Advertising agency HBM Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline.) Arthur Andersen is one of the worlds largest professional audit and financial service company. Advertising agency HBM was a medium size advertising agency. Section
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whilst remaining in the workplace. Which of the below not the main methods of one-the-job training: A. Coaching B. Projects C. Job rotation D. Sandwich courses 5. All activities involved in selling products and services to the ultimate or final consumer are part of the activity of: A. Manufacturing B. Retailing C. Wholesaling D. Channeling 6. Which of the following is not a major objective of retail communication? A. Inform
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