Activities for Customer Service Excellence Peter R. Garber HRD Press‚ Inc. • Amherst • Massachusetts Copyright © 2005‚ HRD Press‚ Inc. The materials that appear in this book‚ other than those quoted from prior sources‚ may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do‚ however‚ ask that the following statement appear on all reproductions: Reproduced from 25 Reproducible Activities for Customer Service Excellence‚ by Peter
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Chapter 7 Customer-Driven Marketing Strategy: Creating Value for Target Customers 1) When a company identifies the parts of the market it can serve best and most profitably‚ it is practicing ________. A) concentrated marketing B) mass marketing C) market targeting D) segmenting E) differentiation Answer: C Diff: 2 Page Ref: 191 Skill: Concept Objective: 7-1 2) What are the four steps‚ in order‚ to designing a customer-driven marketing strategy? A) market segmentation‚ differentiation
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NCFE Level 3 Customer Service Excellence UNIT 1 Task 1 Why Is Service Excellence Important To Your Organisation? Netjets is a worldwide network of shared aircraft. This is defined as fractional ownership. Customers make a large investment in a share of a private jet. In relation to the size of their share‚ they receive a number of hours flying per year‚ and they own that asset‚ the value of which can go up or down. The customer is also liable for management fees and an occupied hourly flying
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The four major steps in designing a customer-driven marketing strategy are Market Segmentation‚ Market Targeting‚ Differentiation and Positioning. Market Segmentation Market segmentation is the process of dividing up the total market (all the people the organisation can sell its products or services to) into identifiable‚ measurable and discrete groups who share some common characteristics or needs and whose attitudes or reactions towards communications messages about products or services might
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Definition of Customer Service If you are high tech‚ a company in a traditional industry‚ a non-profit‚ a government agency‚ or in the hospitality industry‚ you can create passionate customer loyalty using the following definition. “Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient‚ fair‚ cost effective‚ and humanly satisfying and pleasurable manner possible.” Customer service
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1. Discipline 1. Discipline: Plenty of business experts claim that you can’t get anywhere as an entrepreneur without vision or creativity‚ but that’s simply not the truth. Instead‚ the one quality that no entrepreneur can be successful without is discipline. To build an idea into a business‚ you have to have the discipline to spend time slogging through the least fun parts of running a business (like the bookkeeping)‚ rather than taking that time to do something fun. When you’re the boss‚
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on self-assessment and total organizational excellence is still attracting interest from many researchers. Findings from concluded research indicate that Self-assessment methods are being used by many organizations to implement total quality management or Strategic Quality management. The technique of self-assessment is believed to be useful for any organization wishing to effectively monitor and improve its performance (Oakland‚ 2003). Several excellence models through which self-assessment is implemented
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and enjoys a good and sustainable market’. Business excellence is often characterized by principles‚ practices and techniques in managing the organisation and achieving results‚ based on a set of fundamental concepts or values. Many countries have developed their own models and frameworks to evaluate and recognize organizations for their efforts in business excellence through awards programmes. In Singapore‚ for example‚ the Business Excellence (BE) initiative was started by Spring Singapore to assist
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on-line submission it is only necessary to type your name in this space) MODULE TITLE: Leadership & Excellence MODULE CODE: UKFM-LE 13MB02 MODULE DATE: 10 - 21 February 2014 NAME: Aishvarya Pandit TEAM: B4 THE UNIVERSITY OF WARWICK WMG MSc PROGRAMMES POST MODULE ASSIGNMENT LEADERSHIP & EXCELLENCE Using appropriate material from the literature‚ in no more than 3000 words answer the following question: Explain
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In Search of Excellence | A review of the elements and the book. | | | | | 8/30/2010 | | Thomas Friedman in his book “The World is Flat” outlines how the entire world is shrinking and become a close net ball replete with information highways transferring data‚ ideas and meaningful business information at a pace that was never imagined before. In the same way the concept of “speed” is conceptually driven in the mind of business leaders by Bill Gates in his famous book. Scores
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