Customer Service Unit 2 Prepare to deliver excellent customer service Session 1 Understanding customer service principles Handout In this Session‚ you have learned about: The importance of learning about your organisation’s products and services and how they are publicised Your organisation’s offer and how to keep up to date with it Customer service procedures The implications of poor customer service across different sectors. Your organisation’s products and services Sources of
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Esther Olayinka Ogbonnikan JOB SATISFACTION AND EFFICIENCY AMONG HOTEL WORKERS Case Study of Giant Star Hotel Lagos‚ Nigeria Thesis CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Degree Programme in Tourism March 2012 CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Date March 2012 Author Esther Olayinka Ogbonnikan Degree programme Degree Programme in Tourism Name of thesis JOB SATISFACTION AND EFFECIENCY AMONG HOTEL WORKERS: Case Study of Giant Star Hotel
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is one of which products tend to be countercyclical. Demand for such products normally remains constant and unaffected by economic distress. The color cosmetics are predicted to see a slowdown in volume demand. A growing trend in the cosmetic industry is the introduction of ‘green’ products. More than one in seven (16%) of global beauty products launched in 2008 were certified organic‚ ethical or natural. There are concerns that the global economic climate will stifle new product development‚ innovation
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|Products |Description |Prices | | | | |[pic] |[pic] | |Brand name |Kind | |Essel Supermarket |Robinson’s |Jenra Grand Mall | |
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* * LO1: Delivering Value to Customers * * The Marketing Philosophy and its Relevance to Corporate Culture * Marketing philosophy: holds that achieving organisational goals depends on determining the needs and wants of target markets and delivering the desired satisfactions more effectively and efficiently than competitors. * Takes an outside-in perspective: * Starts with the well-defined market‚ focuses on customer needs‚ coordinates all the marketing
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about the organization: 5 Analyzing data with literature review 6 Definition of Culture and Culture in McDonald 6 McDonald’s development in China 7 Relating Schein’s model with McDonald 8 Levels of culture: 8 Artefacts: 8 Values: 9 Basic assumptions: 10 Conclusion: 10 References: 12 Introduction: An organization or company can be defined as the developed social elements by the humans in order to serve some kind of purpose. Generally the organization is consisting of an individual or a group of people
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found. Figure 1 ACSI MODEL 5 Figure 2 - Kano Model 9 Chosen Topic The broad topic covered in this literature review is the area of Customer Satisfaction. The authors job is as a Customer Care Manager for Senator Windows for the past 15 years. The area of interest is therefore centred on the elements required to achieve the required level of customer satisfaction and also the methods that can be used to effectively measure it. Scope It would be desirable to limit the scope of the research
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Reflect on the values of your organization or an organization you are familiar with. Are there any major differences between your personal values and the organization’s values? The organization that I work of is Volunteers of America. This organization mission is "to reach and uplift all people and bring them to the knowledge and active service of God" (VOAGBR‚ 2013). After reviweing my values in life‚ I find that they are very similiar to those that the organization that I work for.
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of groups and group dynamics? Answer2: A social process by which people interacts with each other in small group is known as group dynamics. The word dynamic is Greek word which means study of forces operating within a group for the social interaction. Interaction in small group is not always governed by rules and regulations and conventions. In these small groups social relations between persons may play an important role in communication. The Word Dynamics means force. The term group dynamics
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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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