the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication
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(1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management‚ Catholic University of Portugal‚ Portugal 2) Faculty of Economics‚ University of Porto‚ Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction
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Application of SMS Technology for Customer Service Centre 1 Ariff Idris‚ 2Abd. Samad Hasan Basari‚ 3Nur Hanisah Zubir‚ 1‚2‚3 Faculty of Information and Communication Technology Universiti Teknikal Malaysia Melaka Locked Bag 1752‚ Pejabat Pos Durian Tunggal‚ 76109 Durian Tunggal Melaka‚ Malaysia 1 miariff@utem.edu.my‚ 2abdsamad@utem.edu.my‚ 3nurhanisah.zubir@gmail.com Abstract - SMS technology is designed originally as a communication tool between a service provider and its users. However
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strangers in William Sleator’s story “The Elevator”. The story suggests that you should be cautious but not paranoid in certain situations. This is proved by the fact that Martin’s father called him a “wimp” for being afraid of an old lady when he ran into her in the elevator. As a result‚ Martin was not believed and he was left alone to meet the old lady in the elevator‚ who called Martin by his actual name at the end of the story when they were in the elevator the lady pressed the stop button and said
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1. Customer Service Encounter 1.1 Service Encounter I went to an OPPO outlet to get several phone covers of different phone models. When I entered the store‚ I was approached immediately by a staff with a smile. She inquired if I needed help with anything. I told her the models of the phone covers I need while maintaining eye contact with me. She then took the covers and passed it to me promptly. I went home after the purchase and realised I got the wrong phone case of one phone model. I went back
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Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points. It is known to us‚ “in each industry‚ the customer is god‚ is operator’s food and clothing parents.” This tells us that customers are important to organizations. With the current intense competition in logistics nowadays‚ most companies can provide high quality goods‚ even are willing to cut down prices if reasonable. However‚ how can suppliers gain a competitive advantage when high quality
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Abstract Quality of Customer Service becomes critical for company’s success on the market. If planed properly‚ incentive pay plans may increase customer service representatives’ interest to providing better service to the customer. Specifics of Customer Service brings its difficulties to setting standards for quantity and quality measuring of the Customer Service productivity‚ as basics of incentive pay determination. Customer Service definition and role in the business. Customer Service topic is both
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Imagine being afraid of elevators‚ obese people‚ not pleasing peers‚ and claustrophobic. In the story‚ The Elevator by William Sleator‚ the main character Martin is afraid of those things listed‚ and avoids every possible route from the elevator. I can relate to martin‚ because I fear needles and would do anything to get out of the situation occurring with a needle. In the short story‚ William Sleator shows that Martin is unable to overcome his fears by building suspense and showing that he will
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According to a report from Bloomberg in 2008‚ Wal-Mart Stores Inc. ranked lowest among U.S. discounters and department store chains in an annual survey of customer satisfaction. Shoppers said they found less value in Walmart’s prices. The first issue encountered by Walmart is rude services provided by its employees. This can be seen in complaints plastered throughout online forums and web discussions. Forums can be a source of information because people voice out their experience and opinions without
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“The Elevator” Martin‚ a 12 year old boy from “The Elevator” by William Sleator‚ feels like a coward‚ has low self esteem‚ and always worries about things in everyday life. Martin isn’t the strongest‚ he isn’t very good at sports‚ and he gets bullied at school. In the story‚ Martins main problem is an old elevator at his new apartment. He is afraid of it. It only has room for three people‚ and it feels like it could break down at any moment. His problem gets worse when a creepy fat lady starts
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