PROJECT 1 Reasons for customer service problems include the following: 1. Not listening to or collecting information from customers. It is surely self-evident that listening to the customers is fundamental to providing a high level of customer care. Self-evident it may be‚ but surprisingly few organisations and individuals possess and use good listening skills. People are all so very different. We come from such a wide variety of backgrounds and cultures. We all have different ways of thinking
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structure The hierarchy of Cathay Pacific Services Ltd is in three levels. Corporate- Chief Executive Officer‚ Executive Secretary‚ Manager- Commercial‚ Cargo Terminal Programme Manager Divisional- Finance &Administration Manager‚ Head of IT & Engineering‚ Head of Operations & Services Operating- Manager- Personnel‚ Manager- Engineering‚ Manager- Information Management‚ Manager- Terminal Services‚ Manager- Customer Services‚ Manager- Services Support & Development‚ Security Manager‚ Manager-
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Assignment 205 Schools as Organisations Task A The candidate is required to identify six different categories of school. For each category of school‚ the candidate should prepare brief notes about the way in which they are managed‚ the ages of children with which they deal and the curriculum they are required to follow. Types of schools: Independent schools Academies Voluntary schools Foundation and trust schools Community schools Specialist schools Independent schools: are
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Describe how marketing techniques are used to products in two organisations Kellogg’s and Tesco Growth strategies To grow as an organisation Kellogg’s and Tesco will use different strategies. These include diversification where the organisation effectively enters a new market. Tesco have done this where they have gone from just selling products in their shops to selling petrol‚ insurance and having their own mobile network. Kellogg’s have also done this as they have gone from selling cereals
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influence the organisation The business environment is often an uncertain one‚ where managers are faced with many factors that impact on and influence the organisation. The micro-environment includes suppliers‚ customers and stakeholders‚ all of which influence the organisation directly. The macro-environment‚ however‚ includes factors that influence the organisation but are out of its direct control. The micro-environment is often determined by the industry the organisation operates within
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Critically appraise the success of Customer Relationship Management (CRM) systems. Use client organisations or CRM systems of your own choice to illustrate your answer. Abstract: CRM systems is the hottest trend in the business world today. CRM‚ if done in the right way can be advantageous for the companies. The purpose of this essay is to demonstrate the use and effects of CRM in business-to-business domain. In order to do so‚ the concept of CRM and its systems will be revised. The issues
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Diversity‚ Customer Behavior‚ Customer Loyalty‚ and Exceptional Service: I have learned that customer comments‚ good or bad should always be taken into consideration‚ addressed and handled appropriately. Comments can provide insight to the thought process of the customer and it could help improve not only the customer service department but the product as well. The success of a company relies on the customer. Relationship Building and Solving Customer Problems: Satisfied customers will remain
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Impact of organizational cross culture on the performance of Tesco China The purpose of the essay is to critically analyse a key organisational behavioral and/or human resource issue facing an organisation of our choice. The author will be looking at the important issues surrounding the fall and challenges of Tesco in China. This essay is to show an understanding of the general cultural differences between UK and China by applying the cultural dimensions of Hofstede. It discusses the impact
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importance of accounting to the stakeholders of an organisation Accounting must be understood as a complete‚ consistent‚ logical system for collecting and processing data on the assets of the company and its activities‚ as well as the presentation of economic and financial information. The primary objective of accounting is the development and provision of information about assets components and conducted by the company business. This information is used primarily by: * Board business to know
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Introduction: "The customer is always right" is a famous business slogan. The underlying truth behind this statement is recognizing that customers are the life blood for any business. Understanding the importance of good customer service is essential for a healthy business in creating new customers‚ keeping loyal customers‚ and developing referrals for future customers Important of Customer Service: Customer service is important because customer service does more than simply provide a means to drive
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