Customer Service © 2006 Objectives Today we will learn how to Communicate effectively with customers Create a positive impression Develop and maintain customer service standards Plan good customer service Who are Customers? Definition of a customer Internal/external customers Customers are people who need your assistance. They are not an interruption to your job‚ they are the reason you have a job.. Explain that there are external and internal customers: People who phone‚ People who
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Delivering Customer Service It is clear that Starbucks has enjoyed great success since it was founded 30 years ago. The company has been doing very well for the last 11 years with 5% or more store sales increase even after the post-9/11 recession. The only issue Starbucks seems to be facing is meeting customers’ expectations. Customer service can be down because Starbucks may have lost the connection between satisfying their customers and growing their business. Customer service can also be
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Analysis of Marriott International: A closer look Marriott International was founded on May 15‚ 1927 by J. Willard Marriott in Washington D.C. It started out as a root beer stand which grew into a chain of restaurants and hotels (Marriott International Inc.‚ 2013). Now Marriott International has around 3‚150 properties for lodging in the United States and 67 in other countries (Marriott International Inc‚ 2012). The Executive Chairman is Bill Marriott and the President and CEO is Arne Sorenson.
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IMPLEMENT CUSOMER SERVICE STANDARDS Section-1 Introduction-As a leading financial services organization Zurich has a diverse range of businesses and a wide variety of customers. However‚ one of the things all our businesses have in common is confident and talented people who deliver the best products‚ service andsupport.Zurich provides an excellent platform for those who want to succeed and gives recognition. One approach to business is to develop a product and then look for customers. This case study
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attractiveness for consideration of establishing Marriott Hotels and Resorts in this country. The best location for the hotel is chosen to be the city called Yangon since it offers a wide variety of activities for travelers with different interests. Yangon Marriott Hotels and Resorts will be attracted to upscale visitors who wish to stay in a luxury‚ five-star hotel with exceptional service quality‚ while enjoying the beauty of the country. The target groups of customers are not limited only to local high
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Why does service tend to be harder for a customer to evaluate than physical goods? Physical goods are easier to evaluate‚ because either they perform the job for which they were intended or they do not. Service is more difficult to evaluate‚ because everyone has a different service level expectiation. For example‚ if a company provides straight-forward all-business service‚ it may attract people who do not have a lot of time and just want to get in and get with as little hastle as possible. However
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The Verizon Wireless Corporate customer service department has been receiving poor customer service ratings and complaints from customers at our retail stores and via the call center. Verizon Wireless Corporate is a reputable organization that is committed to offer customers the most reliable service on the nation’s best wireless voice and data network. Because of its widely known reputation management needs to be aware of these issues and take action immediately. In order to move forward‚ we must
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Customer Service at Datatronics Sandeep Goud Puli IT Policy & Strategy‚ IST-7100 Wilmington University Table of contents 1. Introduction………………………………………………………………………….3 2. Role of customers in business……………………………………………………….3 3. Main concerns………………………………………………………………………..4 4. Opportunity areas for customer satisfaction…………………………………………5 5. Conclusion……………………………………………………………………………7 6. References…………………………………………………………………………….8 CASE
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1 Executive summary This paper analyses and compares two major global hotel chains‚ Marriott International‚ Inc. and Starwood Hotels & Resorts Worldwide‚ Inc. Both chains have extensive investments in and outside the US. They have very strong brand names and are quite competitive. However they differ in their strategies‚ like the market segment each one targets‚ the role of technology in the business‚ the financial efficiency of their systems etc. The paper discusses the extent of globalisation
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adaptive to customer preferences. Zappos only has a buying staff of about 100 but with this information sharing they receive buying suggesting from thousands of venders. This is sustainable because of the following reasons: • Extranet was developed in house so it will be hard to imitate. • Not many online retailers are willing to be so open with their company information. • No matter how big the vender is they are able to connect to the system Overnight deliveries to Customers Utilizing
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