\\Yakkatech‚ Inc. Steven L. McShane‚ University of Western Australia YakkaTech Inc. is an information technology services firm employing 1‚500 people throughout Washington and Oregon. YakkaTech has a consulting division‚ which mainly installs and upgrades enterprise software systems and related hardware on the client’s site. YakkaTech also has a customer service division that consists of four customer contact centers serving clients within each region. Each customer service center consists of
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concerns. I could also use InSite to look at policies and procedures and I could speak to senior members of staff. 3.1 If someone is making a complaint to you or has asked to speak to someone about making a complaint‚ it is important to stay calm‚ be polite and listen to them‚ there may be a way of resolving the issue without making a formal complaint. Do not be patronising or
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in the hotel. The case demonstrates that there were four main areas where the hotel failed to meet the expectations and satisfaction of the customer and that includes internal managerial quality and the failure to manage the service failure after complaints were received. Overall The Roccoco New York Hotel failed in following fields: Failure of Internal managerial quality * The hotel was failed to meet the consumer expectations since it provided the wrong bed and room to the consumer. (King bed
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guests’ expectations to feel warmly welcomed. While high-quality customer service requires that employees interact with guests in a friendly manner. They must perform their daily duties with a smile‚ responding appropriately to the guest’s needs. Complaints must be handled in an empathetic manner. When the guest is satisfied with his experience‚ the company earns revenue‚ return visits‚ new clientele and positive recommendations. One good thing if an establishment was able to exceed the expectations
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1.1 Explain what is meant to have a duty of care in own work role Duty of care is a requirement to exercise a reasonable degree of attention and caution to avoid negligence which would lead to harm to others. Staff to be vigilance and attention keeps individuals safe as they develop: A duty of care is a legal obligation imposed on an individual requiring that they adhere to a standard and reasonable care while performing any acts that could foreseeable harm others. By including‚ daily cleaning
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Question1: Outline a 6 point Complaint handling strategy for a 100 seat upmarket restaurant. Explain each strategy in detail. SOLUTION: With an upmarket restaurant‚ we need to offer a very high standard in customer service. When running a business‚ complaint can not be avoidable as it can happen at any time. Therefore‚ we need to have an appropriate complaint handling strategy ready when any problem arises. The following 6 points are the general action for any complaints from customer:
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manager of the complaints section of a call centre‚ located in India. The call centre is owned and run by M-Tel‚ a Malaysian telco company. Her section handles all billing complaints and service difficulties. The main products are landlines‚ mobile telephones and internet access. She is required to present a report about the performance of her section‚ as part of the regular performance review. In the original job description her role was to “control the total costs of the complaints section while
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Unit purpose and aim This unit is aimed at those who work in health or social care settings or with children or young people in a wide range of settings. It considers how duty of care contributes to safe practice‚ and how to address dilemmas or complaints that may arise where there is a duty of care. Learning Outcomes The learner will: Assessment Criteria The learner can: Exemplification 1 1.1 Explain what it means to have a duty of care in own work role 1.2 Explain how duty of
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implementing duty of care Outcome 1: Understanding how duty of care contributes to safe practice Outcome 2: Know how to address conflicts or dilemmas that may arise between an individual’s rights and the duty of care. Outcome 3: Know how to respond to complaints Outcome 1: (Knowledge) 1. Explain what it means to have a duty of care in your own work role. My responsibilities under the duty of care are to do everything within my job role to make this happen. It is a legal
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this topic students will be able to: − − − Develop skills in customer service‚ particularly communication skills Recognize potential communication barriers in customer relations and how to overcome them Apply various strategies in handling customer complaints Commentary Customer service is often misconstrued by many as a skill that needs to be practiced only by employees who work at the front desk – such as receptionist‚ phone operators or sales representatives. But you must understand that the sole
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