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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Foreign Ownership: When Hosts Change the Rules The forces of globalization‚ which have led to more liberal trade regimes‚ new technologies‚ managerial innovations and the creation of new competitive pressures are all exerting a worldwide strong impact. These global developments gave idea to the policy makers of every host country to balance the economic considerations‚ national sovereignty goals and other policy objectives. That is the reason why the governments all over the world are vying
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Outsourcing Former U.S. Presidential candidate Ross Perot once warned of the U.S. entry into the North American Free Trade Agreement as "a great sucking sound" as U.S. jobs "run" to Mexico. Many Americans feared that cheap labor in Mexico would cause many Americans to lose their jobs as U.S. companies could find cheaper labor south of the border. In the ten years since the beginning of NAFTA‚ the U.S. job market has remained strong. The types of jobs may have changed to a certain degree‚ but
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Wal-Mart Customer Service The Walmart’s history goes way back to 1996‚ when the first store was open by founder Sam Walton in Roger‚ Ark. Sam Walton Believed firmly in customers getting the best service possible. Competitors doubted Sam when he share his idea of low price along with great customer service. Walmart was built on the principle that customers comes first no matter what. Sam rely solely on give the best customer service great customer experience. In 1992‚ he was awarded the President
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Emergence of the service economy In this fast changing world‚ service industries have already overtaken goods industries in the wealth creation process at least in the developed countries. Manufacturing industries grew because they produced tangible goods which satisfied people’s physiological needs of food‚ shelter and clothing. As the basic needs was fulfilled there was demand for improved satisfaction‚ and this led to a proliferation of variations of the same product and a number of companies
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Case study: Staffing a call center California Children’s Hospital has been receiving numerous customer complaints because of its confusing‚ decentralized appointment and registration process. When customers want to make appointments or register child patients‚ they must contact the clinic or department they plan to visit. Several problems exist with this current strategy. Parents do not always know the most appropriate clinic or department
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my honour to welcome you to our debate “that Russia is not a safe country to host the Olympics” and being the opposition team we strongly disagree with this statement. We believe the Russia is a safe country to host the Olympics. The key word being safe. By safe we mean that Russia is a well-protected country to host the Olympics. Team line: Our team line is ‘Trust the facts‚ not the Hype’ What each speaker will discuss: We would start out debate by talking about the Security of Russia
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Excellence in customer service is the objective of all organisations wishing to be successful. However‚ there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business‚ and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction
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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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Outsourcing Contents. 1 Abstract 2 Introduction 3 Fundamentals 4 The Main Strategy 5 Successful Outsourcing 6 Conclusion Outsourcing and how it can help IT Managers enhance their projects. Abstract With computer systems / projects and there implementations getting more complex with every day that passes ‚ the tendering of IT responsibilities to external parties is becoming more and more attractive to the IT Managers of large organisations. The
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