Moment of Truth Aldo is the object that we chose to observe and study their customer service quality. Aldo is a private corporation that owns and operates a worldwide chain of shoe and accessory stores. Based on our observations‚ we felt dissatisfied through its customer service for the following reasons: 1. POOR GREETING. The staffs are not greeted the customers immediately. Although they are busy with others‚ they still can give a smile and quick greeting‚ and tell them they will be attended
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Customers are very important to any company. Without customers companies would not be successful and have no future or success. Having a good relationship with each customer that enters into your company is very important. Having good communication is important when dealing with different people who are related within your company. Customer satisfaction is very significant. It measures how the products and services supplied by a company meet the customer’s satisfaction. It is good to have positive
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Review Question 1. Service personnel must be aware of the degree of social distance desired by their customers. Explain 2. As a restaurant manager‚ your attention is called by a server to a booth of four men who are talking loudly‚ using profanity‚ and appear to be belligerent. 3. Your restaurant is located near a high school.Recently‚ several of the students who are patrons have been throwing ice and wadded paper napkins at each other. What should you do? 4. Eye contact is particularly
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Characteristics of customer service Bitner‚ Fisk and Brown (1993) suggest that the major output from the services marketing literature up to 1980 was the delineation of four services characteristics: intangibility‚ inseparability‚ heterogeneity and perishability. These characteristics underpinned the case for services marketing and made services a field of marketing that was distinct from the marketing of products. The literature highlights intangibility as one of the key characteristics of services. Regan
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and the reasons why I stopped shopping there is because I was treated with disrespect now being greeted or being ignored‚ I can’t shop at a place where they ignored me and judged me because I am unable to meet their specific standard of the ideal customer. A clear example for me of this is was when I went in to Gucci and I was totally ignored and no one talked to me. I went in there with the total intention of purchasing a wallet and because I was not wearing heels and an expensive bag I was totally
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will be. The term industry can be refers to a field or an organisation involve in the production of goods‚ services or extraction of natural resources. There are two types of organisation in an industry‚ product-oriented organisation and service-oriented organization. The term "product" is associated with something that is tangible‚ which is capable of being perceived especially by the sense of touch. The outputs of product-oriented organisation are either end product‚ or components that are assembled
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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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HUMAN RESOURCES MANAGEMENT Continuous Assignment 2 Chapter 6: Performance Management and Appraisal Case Incident 1 Appraising the Secretaries at Sweetwater U Background: Rob Winchester is the newly appointed vice president at Sweetwater U and he faced problems after his university career began. Rob’s boss‚ Sweetwater’s president assigned him the first task of improving the performance appraisal system
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Assessment 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. Arthur Andersen‚ Advertising agency HBM 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.) Arthur Andersen is one of the worlds largest professional audit and financial service company. Advertising
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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