Name:John-Paul Smith Organisation: Which organisation(s) are you basing your answers to this assessment on? If you are currently working‚ you may wish to base it on the organisation which employs you. Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline.) Section 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a
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Discuss the differences between service quality‚ perceptions of service quality and customer satisfaction (Section 1). Should sport service managers prioritize one of them? If yes‚ which and why (Section 2)? Support your arguments with sport examples. Section 1 In the current economic climate‚ affected by trade liberalisation and globalisation organisations face a highly competitive market. Due to such‚ there has been a shift from production-led philosophy to that of a customer-focused approach
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understanding of customer service for Diploma in Customer Service Level 3. Learning Outcome 1: Be able to follow their organisation’s accepted customer service language Assessment Criteria: 1.1 Communicate to customers their organisation’s service offer‚ how it balances organisational and customer needs and how it meets customer expectations 1.2 Compare the service offers of commercial‚ public sector and third sector organisations and how they each meet customer expectations 1.3 Discuss with
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from comparing through perceived performance in relation to his her exception”. Since customer satisfaction is an important goal of any marketing program it is necessary to establish factors which help satisfy the customers. * Quality * Fair price * Economic & Efficient * Efficient delivery * Serious consideration After sales service Meaning of customer Satisfaction Customer “He is not dependent o n us‚ we are depended on him. He is not an interruption of it
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According to Tim Brown‚ CEO and President of IDEO‚ design thinking is a human-centered approach to innovation that draws from the designer ’s toolkit to integrate the needs of people‚ the possibilities of technology‚ and the requirements for business success. Thinking like a designer can change the way organizations develop products‚ services‚ processes‚ and strategy. “Design Thinking” approach by IDEO brings together what is desirable from a human point of view with what is technologically feasible
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or "e-Commerce" E-commerce covers online processes that touch customers‚ suppliers and external partners‚ including sales‚ marketing‚ order taking‚ delivery‚ customer service‚ purchasing of raw materials and supplies for production. More sophisticated system such as flight and hotel reservation system. e-Commerce breaks into two components: Online Shopping - the scope of information and activities that provides the customer with the information they need to conduct business with you and
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“Discuss the relationship between persuasion and attitude change” (25 marks) Carl Hovland et al. created the Hovland-Yale model which studied the relationship between persuasion and attitude change‚ the research focused on the communicator‚ the content of the message and the receiver of the message as they were considered the key features in effective persuasion. Source factors are influential in terms of persuasion‚ and it was found that credible experts are a powerful source when it comes
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CUSTOMER DATA In the term of customer data‚ technology now day give a big role to evaluate the concepts by the overall to moving ownership of the customer when they are away from the individual departments and different it at the enterprise level. In the customer relationship management concept‚ individual that in the each department has responsible for the customer. The success factor for Customer Relationship Management (CRM) is by deploying technology that provides various levels of data access
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Topic: Discuss the relationship between ability and biographical characteristics with behaviour at work. Nowadays‚ organization behaviors are very important part of manage employees. There are many kind of behaviors we need to learn and realized. Such as‚ the individual‚ the group‚ the organization and so on. This discussion I am going to represent is about the relationship between ability and biographical characteristics of individual behaviors. Because individual differences in the from of ability
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The Customer Relationship in Supply Chain Management written by: Ian Johnson•edited by: Jean Scheid•updated: 9/2/2010 Why are some companies better at managing their customer relationships than others? It’s because they have a well-run supply chain that ensures the most common parts are available and they never promise something they can’t deliver? Learn here about customer relationship in supply chain management. The Customer Relationship in Supply Chain Management When it comes to managing
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