Slide 1 Welcome to your second customer service lecture. This week we’ll discuss listening‚ an often simplified concept. Many people think listening is easy—as long as you hear something you’re listening to it‚ but in truth‚ listening effectively is a demanding task. To listen effectively‚ you must apply skill and determination. Luckily‚ as with any skill‚ effective listening can be learned. We’ll begin this lecture by going over the difference between hearing and truly listening. Slide
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that can affect message meaning? Message interpretation is often affected by the sound or quality of your voice. The variations in your voice quality can help encourage customers to listen (if have a pleasant voice and accompanied with a smile) or discourage them (if it is a harsh-sounding)‚ depending on their perception of how your voice sounds. Such qualities can be a problem because others are less likely to listen to or interact with you if your voice quality is irritating. 3) What are some
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retail distribution strategies. You will have the opportunity to analyze traditional and non-traditional retail strategies. Please respond to the following prompt in the class discussion section of your online course: 1. How would you classify Wal-Mart in terms of position on the wheel of retailing versus that of an off-price retailer? Individual Work (35 points) The following assignment allows you to analyze the Mall of America. You will have the opportunity to develop strategies designed
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organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations‚ public organisations and third sector organisations. Please ensure you provide a description for each organisation‚ rather than a list.  2. Complete the table below by describing the differences in customer service between commercial‚ public and third sector organisations. You should outline customer service roles in each organisation
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Case Study: TESCO versus SAINSBURY’S A Collaborative Effort of: Charles Dawes • James Gullett • Daniel Naas • Brian Rihm • Eric Rolston • Emily Taylor MGT 499‐B01 • 08/11/2010 Case Study: TESCO versus SAINSBURY’S INTRODUCTION AND OVERVIEW It is not uncommon for one company to be a forerunner and command a significant‚ early lead in an industry. Likewise‚ it is not uncommon for that market leader to be out‐matched by a seemingly innocuous
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the customer service processes and culture. Specifically‚ you are required to: • identify Brad’s major customers • prepare a customer service policy for Brad’s business • prepare a standard for handling complaints • prepare a work instruction for handling a complaint • give an example of how you would change an element of the customer service system in response to the complaint about the quality of the meals • outline how you would change the work culture in the kitchen • outline how you
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Master of Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What are the different bases for
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Marshall Terry Customer Service Skills for Success -Individual Work Week 2 1. Are there indicators of United Booksellers’ service culture? If so‚ what are they? - Yes‚ there are indicators of United Booksellers’ service culture. The main one is that all the employees receive extensive customer service training before being allowed to interact with customers. This is important for the company because they have a reputation to uphold. They want their customers treat the right way all the
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business can monitor and evaluate customer service. Dominos can monitor its customer service by: • Web surveys – this is one of the most common methods of monitoring and evaluating customer services. This method is very easy and useful to the companies because this way you will get the results quickly. If people want to order pizza from dominos online‚ they can fill in the survey on the website. Web survey is not the only way dominos can monitor customer service. They can also give out questionnaires
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Techniques for Building Relationships Your first strategy to building a strong customer relationship could be to make every customer interaction count. Don’t take a single customer for granted. Each and every interaction with a customer is a gift and should be valued. You can achieve that by setting up a focus group made up of loyal customers. A focus group can be a vital tool to getting into the mind of your customers and knowing their needs. Another strategy is to really listen to customers
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