Communication in customer service: First‚ we are going to start which an activity‚ which is Chinese Whisper. In which one person whispers a message to another‚ which is passed through a line of people until the last player announces the message to the entire group. Aims and objectives: 1. To give the opportunity to look at different communication methods 2. To allow to identify the different types of communication under each method: Verbal Non-verbal Written 3. To know how and when to effectively
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Zara’s – Customer Service Level Any successfully marketing strategy will place the customer in the center of a circle surrounded by the four P’s (product‚ place‚ promotion and price) understanding that the customer is not part of the marketing mix‚ but rather the target of all marketing efforts. Zara’s product is a physical good; therefore place requires logistics decisions in addition to the design and manufacture of the product itself. Zara’s home base is Spain. It is there (for the most
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BSBCUS501C Manage quality customer service Presented to: Darren Creed Assessment 3 Name: Jacinta Butterworth Date: 20 March 2015 Procedure: 1. Develop a set of Key Performance Indicators for your Innovative Widgets customer service representatives. KPIs should address all the areas of customer and business requirements identified 2. Develop a plan or procedure for monitoring team members’ performance again KPIs 3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed
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UPS in 2006 Customer Service and CRM Initiatives Case study Reference no 506-163-1 This case was written by Mridu Verma‚ under the direction of Kaushik Mukerjee‚ ICFAI Business School‚ Pune. It is intended to be used as the basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. The case was compiled from published sources. © 2006‚ ICFAI Business School‚ Pune. No part of this publication may be copied‚ stored‚ transmitted
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Starbucks: Delivering Customer Service Starbucks is dominant coffee brand in North America‚ which also is well-known worldwide. Established in 1971 as coffee shop oriented to a niche of coffee purists‚ in late 1980’s it turned to be a constantly growing chain of stores that sold whole-beans and premium-priced coffee to mostly affluent‚ well-educated customers. In years 1992-2002 company was showing at least 5% annual growth. And by 2002 Starbucks was serving already 20M customers in 5886 stores (both
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Hints and Tips for Customer Service Unit 1 If you are currently unemployed the following websites offer good information regarding employment. www.Sainsburys.co.uk www.tesco.com www.marksandspencers.com www.britishairways.com/travel/about-british-airways/public/en_gb Extra information on Equality and Diversity‚ Contract of employment‚ legislation‚ Disability Discrimination Act and formal learning‚ can be found on www.gov.uk It’s important that you answer assessment questions
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ktPROJECT REPORT ON SERVICE QUALITY & CUSTOMER EXPECTATION IN LIFT PRODUCTS Submitted By‚ RUDRA PRATAP MAHARATHY REGD. NO.- UNDER THE GURDIANCE OF Internal Guide‚ External Guide‚ Prof. Budhaditya Padhi Mr. ACKNOWLEDGEMENT I would like to express my gratitude to the management of JOHNSON LIFTS PRIVATE LIMITED‚ Bhubaneswar for giving me the opportunity to undertake my summer internship program in the company which gave me an insight into the working of the company and the
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Overview of the Pet Industry 2.1 5 Service quality theory 3.0 6 How it applies to the Pet Shop Industry 3.1 8 Customer loyalty theory 4.0 9 How it applies to the Pet Shop Industry 4.1 10 Brief overview of Consumer behaviour Linked to the pet industry 5.0 11 Summary 6.0 12 References 7.0 13 Figures Page No. Figure 1 Service Concept 6 Figure 2 Servqual Method 7
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THE INDUSTRY AS WHOLE The Indian retail industry is now beginning to evolve in the line with the transformation that has swept other large economies. The liberalization of the consumer goods industry initiated in the mid-80 and accelerated through the 90’s has begun to impact the structure and conduct of the retail industry. The concept retail which includes the shopkeeper to customer interaction‚ has taken many forms and dimensions‚ from the traditional retail outlet and street local market shops
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Starbucks: Delivering Customer Service Case synopsis: Baldwin‚ Bowker and Siegl were masterful in opening the coffeehouse in Pike Place Market. Schultz was doubly masterful in taking Starbucks to an unprecedented level. As of 2002‚ this familiar household name had a total of 4500 stores which is impressive considering in the ‘80s it had about 100 stores in Chicago and the Northwest. Schultz had his eye on Wall Street although they were incredulous about selling gourmet coffee in a paper cup
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