CUSTOMER SERVICE AT THE MARIGOLD HOTEL1 One bright summer morning in March 2010‚ owner and General Manager George Chacko was in his comfortable second-floor office suite at the Marigold Hotel in the Chanakyapuri area of New Delhi. He had been alerted to a brewing customer service problem‚ and wanted to resolve the issue before it got out of hand. Chacko belonged to a family of real estate developers and entrepreneurs. Over the turn of the century‚ he had noticed that New Delhi lacked sufficient high-quality
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What is a customer service culture? If you look at companies lauded for their superior customer service‚ you almost always find that those companies create a culture that supports excellence in customer service. It ’s not that they simply train their employees in customer service skills. What they do is ensure that customer service is interwoven into everything the company does. Customer service excellence simply becomes the way things are done around here. In fact‚ the way things are done around
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Limited (UCIL) ’s plant released 40 tonnes of methyl isocyanate (MIC) gas which instantly killed over 3‚000 people and carrying on causing the death of more than 20‚000. This tragic event involved not only the technical‚ safety issues at the time‚ but also ethical issues on the responsibility of those who would have been able to prevent the tragedy from happening and those who denied or intentionally decreased the responsibility of causing it. 2. Background of the involved organization: It was
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this topic in the college are less reluctant to this controversial topic. As a counselor‚ if we have to deal with the incest victims‚ what should we pay attention to? What should we consider if the victims become pregnant? We need to identify the ethical problem faced by the therapist working with family in which child sexual abuse is suspected or has occurred. The primary focus is paternal incestuous abuse‚ with the recognition that siblings‚ extended family‚ and stepparents may also be perpetrators
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and send no waste to landfill by 2012. This assignment requires me to compile a customer service training manual for Marks and Spencer. It will include a background to the company‚ their mission statement and their charter. I will then design the training manual‚ define quality service‚ discuss standards of excellence and codes of practice. I will then discuss the current legislation in terms of Customer Service. I will provide a conclusion and a detailed bibliography at the end of the assignment
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Emotional Dissonance and Customer Service: An Exploratory Study Craig C. Julian ABSTRACT. In this paper‚ the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance‚ its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional dissonance is expanded via exploratory research using case studies in order to identify the key issues and the managerial
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Customer service standards and conditions:. Right to Be Informed I consider buying from you the right information to help you make the right decisions about the products and the customer must supply. If you sell the wrong product or it is deliberately false information to the customer‚ he may bring an action for fraud or scams. Court‚ if successful‚ may have to pay compensation. Common law tort‚ warranty‚ and the wrong of fraud‚ deceit‚ breach protect customers. In addition‚ the federal Fair
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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 1. The porridge that a guest has ordered is not available. Verbal. The best approach in this situation is to speak to the guest face to face and apologise whilst explaining why the porridge is unavailable. 2. A customer has been spoken
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The article mainly focused on the issue concerning the ability of pre-born children to experience pain while undergoing invasive procedures‚ such as abortion. The most apparent ethical and moral dilemma related to the issue is whether pre-born children during their early stage of neuroanatomical development are capable of perceiving pain‚ if so‚ then do they suffer from pain while dying in abortion? In contrast to the idea of "phylogenetic recapitulation‚"we consider the fact that a developing embryo
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Medicolegal and Ethical Issues Ethics are the study of right and wrong behavior or a set of moral principles. Morals are defined as rules or habits of conduct based on right and wrong. In regards to the relationship with the patient‚ the EMT must do no harm‚ be in good faith‚ and the patient’s best interest meaning the decisions of the EMT are based on providing the best care for the patient. Decisions are never made to benefit the EMT or any other person. There are several ethical conflicts that
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