Customer Service Unit 1 Understanding the organisation Session 5 Know the organisation’s policies and procedures Handout In this Session‚ you have learned about: The principles‚ policies and procedures of your organisation How your organisation communicates its principles to employees Your organisation’s policies and codes of practice Consultations on changes to principles‚ policies and procedures Issues of public concern relating to your industry and organisation. Principles‚ policies
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for having poor customer service. Some of the bad customer service areas at Walmart are in the electronic department where there is only one cashier‚ their customer service department only has one cashier‚ the self-checkout lines does not always accept cash‚ debit‚ and credit‚ and they never have enough cashiers staffed leading to extremely long lines. Walmart will benefit from benchmarking because they can earn the customers trust and help build morale‚ bringing their customers back to shop with
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Customer Care In todays competitive environment‚ the issue of customer relations has become ever more important. With such wide choices available to the customer‚ the slightest dissatisfaction can easily result in customer taking their business else where. There are many methods available for an organisation to establish and maintain positive relationships with customer to help them retain their business. Communication is one of the most important methods as it covers many aspects of customer
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McBride Financial Services Marketing Plan “McBride Financial Services is a start-up regional mortgage lender headquartered in Boise‚ Idaho. The firm will specialize in conventional‚ FHA‚ and VA loans for home purchasing and refinancing. The company intends to expand its operations into Wyoming‚ Montana‚ North Dakota and South Dakota.” (McBride Financial Services website‚ 2003) According to their intranet site‚ McBride’s target market is: 1. Professionals purchasing either a primary or secondary
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formidable competition from both traditional brick and mortar operations and emerging Internet banks‚ a large number of banks are having trouble meeting performance expectations because they are unable to differentiate their business‚ reach customers likely to respond to new sales opportunities or make the most of their valued staff. Banks that define and implement solutions to these challenges are those that will successfully compete and thrive into the future. This paper examines the
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Case: A California Auto Club Reengineers Customer Service 1. Describe the customer service process at CSAA and discuss the different phases of the reengineering effort. The new customer service is called “member service consultant”. 80% of the customers’ problems are going to be solved by their new system. The system made by three separate systems. The linked data would respond to most members on the spot. The “preliminary phase” was designed to find “quick his”‚ it was to authorize
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Introduction This case involves a dissatisfied customer of The Roccoco New York Hotel who received the service failure when she stayed 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
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Express Tax Services Marketing Plan Group E Executive Summary 4 2.0 Situation Analysis 4 2.1 Market Summary 5 2.1.1 Market Demographics 5 2.1.2 Market Needs 6 2.1.3 Market Trends 7 2.2 SWOT Analysis 8 2.3 Competition 9 2.4 Product Offering 10 2.5 Keys to Success 11 2.6 Critical Issues 11 3.0 Market Strategy 11 3.1 Mission 11 3.2 Marketing Objectives 12 3.3 Financial Objectives
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enterprise has to treat customers differently and individually because each customer is different and unique. Each customer has different needs and preference. Some customer wants to be loyal to the enterprise and some are not. The enterprise will have an idea how to treat each customer if they are able to see a customer one at a time. Technologies are now a tool to store data’s and information of each customer. Through this strategy‚ they will know how to get‚ keep and grow a customer. 2.) Some
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Events The Wacky Widget Factory‚ a firm‚ decides to produce 5‚000 gadgets instead of 10‚000 widgets. This is a microeconomic issue because it deals with an individual firm. The opportunity cost would be 10‚000 widgets. Individual firm would be effected. The U.S. government reduces funding for the Environmental Protection Agency‚ an agency in charge of regulating and monitoring the level of all pollution in the U.S.‚ by $250 billion to reduce taxes on the wealthiest Americans. This is a macroeconomic
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