Unit 1: Understanding Good Customer Service 1.1- Internal - Manager - Colleague - Suppliers External - Customs - People who buy from you 1.2- Expectations – To come with a good service on their dog - Satisfaction – To see their dog is happy and has a good cut - Connection – What they expected is what they got 1.3 – Characteristics – Requesting services
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Customer Perceptions of Bank Service Quality in a Developing Country: Some Evidence from the Turkish Republic of Northern Cyprus Hüseyin ARASLI - Salih KATIRCIOĞLU - Salime Mehtap SMADI Eastern Mediterranean University‚ TRNC Hüseyin Araslı is an Assistant Profesor of Management at Eastern Mediterranean University. He has been teaching management courses for 8 years in Tourism Department and recently published several articles in different journals; for example‚ in journal of small business managment
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| Bank Customer Service Call Center: Handling Customers | | | Introduction: A customer service officer or personnel often face problems handling difficult or irritated customers. Officers or personnel need to know the correct method of handling these people in the best possible way in order to give customers customer service satisfaction and also to retain customers from going elsewhere for the services they need. An example would be banking services‚ mobile network services‚ etc.
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Organisational Analysis Critically discuss whether (and how) organisational structure impacts on organisational learning and the learning organisation. Introduction Within this essay we will look at the structure perspective in relation to organisational learning and the learning organisation. Looking at key theories for both we will consider whether a truly structured company has the ability to learn from the environment and other organisations and has the capacity to become a learning
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Manual on Module II Introduction to Hospitality By Authors Mr Murray Mackenzie School of Hotel & Tourism Management The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Hotel & Tourism Management The Hong Kong Polytechnic University Introduction to Hospitality Copyright © The Government of the Hong Kong Special Administrative Region All rights reserved. The copyright
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STANDARD OPERATING PROCEDURE for OPTICAL SERVICES 9-0 1. PURPOSE: To establish policies and procedures for patients to obtain prescription eyewear. 2. SCOPE: This SOP is applicable to all personnel assigned or attached to the Optometry section and to all eligible patients seeking optical services through the Optometry section. 3. REFERENCES: a. AR 40 1‚ Composition‚ Mission‚ and Functions of the Army Medical Department b. AR 40 63‚ Ophthalmic Services c. U.S.
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Explain the importance of customer satisfaction in service organisations The aim of this essay is to explain the importance of customer satisfaction in service organisations. Clear meaning of the customer satisfaction has been provided along with the causes and results from the effective implementation. J. Heskett ’s "service-profit chain" model has been used in order to understand the relationships between profitability of a service organisation with customer satisfaction and loyalty and the outcomes
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Airlines Customer Service improvement report Summary Customer Service Department has received complaints regarding services‚ systems and conditions of Hurrah Airlines. The aim of this report is to summarize weak spots in Hurrah Airlines’ customer service and to make recommendations to its improvement with minimum costs. Introduction This report will include: a short summary of the most frequent complaints regarding Hurrah Airlines’ services; recommendations for an improvement of customer service of Hurrah
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Unit 027 Outcome 4.1 Explain the policies and procedures of the setting or service in response to accidents‚ incidents‚ emergencies and illness. Accident Book – Each room has an accident and incident book‚ with clear guidelines. The books are stored in the main office. They are numbered carbon pages and a copy is always kept inside the book‚ all information is stored in a locked cupboard for confidentiality‚ once a form is completed two people are to sign the carer who has written it and also the
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ORGANISATIONAL BEHAVIOUR What is organisational behaviour? The study of human behaviour‚ attitudes and performance within an organisational setting; drawing on theory‚ methods and principles from such disciplines as psychology‚ sociology and cultural anthropology to learn about individual‚ groups and processes. Three different OB perspectives Macro-perspective; the big picture Micro-perspective; the smaller units Meso-perspective; integration and movement between macro and micros Three levels
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