providing services to the customer In the process of providing services to the customer where many unethical practices occur‚ misrepresentation and over persuasion are the most common practice It also occur in 4 major areas a) While providing service to the customer b) How members of a business organization fulfil their duties and responsibilities c) How competitors treat each other d) Providing a price fair to the manufacturer‚ seller and buyer. Problems in providing services Production Is
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SERVICE MARKETING MIX MEANING A selection of services developed to offer customers a choice within a particular range. The elements of a services marketing mix are sometimes called the seven Ps: the four Ps of the marketing mix‚ plus three Ps of services: participants‚ physical evidence‚ and process (of service assembly). [pic] Service Marketing A Service is an economic activity‚ that is intangible or not be touched
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Customer representative Introduction The Customer representative has to pick-up calls whither being performed internally or externally with regards to the organizational environment. In addition Customer representative further needs to respond against the customer queries through phone calls. He or she must be knowledgeable about the different products and services related to the organization in which the Customer representative is currently employed. Job description The job done by the Customer
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CHARACTERISTICS OF SERVICES The services have unique characteristics which make them different from that of goods. The most common characteristics of services are: Intangibility. Inseparability. Perish ability. Variability Intangibility Services are activities performed by the provider‚ unlike physical products they cannot be seen‚ tasted‚ felt‚ heard or smelt before they are consumed. Since‚ services are not tangibles‚ they do not have features that appeal to the customer’s senses‚ their
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Four Characteristic of Good Customer Service By Good customer service is what every company strives for when you talk about customer service. But what is really good customer service in general‚ honestly speaking. Today I would like to share with you‚ what I think is good customer service that I have come across in my everyday life. Now you’re probably wondering what I’m talking about‚ in simple terms; its taking care of the customer through empathy. When I work on
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You’ve described your current project well and how you’ve succeeded despite many changes and sometimes incomplete or changing requirements. You’ve been very flexible in many ways‚ including; Some sprints have lots of work and other sprints having very little work. Changing requirements. Downright odd code review criteria. Not merging with the main codebase for 8 months only to spend nearly a month doing the "mega" merge. You’ve handled yourself well during all of this. Your lead consultant has said
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International Journal of Service Industry Management Emerald Article: Service portraits in service research: a critical review Bo Edvardsson‚ Anders Gustafsson‚ Inger Roos Article information: To cite this document: Bo Edvardsson‚ Anders Gustafsson‚ Inger Roos‚ (2005)‚"Service portraits in service research: a critical review"‚ International Journal of Service Industry Management‚ Vol. 16 Iss: 1 pp. 107 - 121 Permanent link to this document: http://dx.doi.org/10.1108/09564230510587177 Downloaded
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Operations Management History The Role of Services in an economy Operations Management: Set of activities that create value in the form of goods and services‚ Timeline of OM: Crafts Manufacturing Industrial Revolution (1770 England): • Invention of steam engines‚ replaced human power • Started with textile industry • Increased use of refined coal Division of Labor (1776‚ Adam Smith) Standardized parts (1800‚ Eli Whitney)‚ interchangable parts Steam Ships (1807) Telegrapgh (1844
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employees correctly‚ they’ll treat the customers right‚ and if the customers are treated right‚ they’ll come back. Bill Marriot Jr. If a customer leaves a hotel or resort satisfied with the property and the service‚ there is a much better chance that they will return. That is an obvious reality in the industry‚ and in the forefront of the customer service policy of the Marriott chain of hotels. Customer response for rapid resolution to customer complaints is used by each and every Marriott
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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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