Customer Service Unit 2 Prepare to deliver excellent customer service Session 1 Understanding customer service principles Handout In this Session‚ you have learned about: The importance of learning about your organisation’s products and services and how they are publicised Your organisation’s offer and how to keep up to date with it Customer service procedures The implications of poor customer service across different sectors. Your organisation’s products and services Sources of
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Customer Satisfaction Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance in relation to his/her expectations. Short of expectation = Unsatisfied customer Matches expectation = Highly satisfied customer A short of expectation means an unsatisfied customer while a matched expectation means a highly satisfied customer. Customer satisfaction is the relationship of perceived performance to expectation. It is a form of expectation
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------------------------------------------------- MGT 360 ------------------------------------------------- busINESS ethics AND SOCIal responsibilty UNETHICAL PRACTICES OF TWO COMPANIES OCEANIC BANK PFIZER PHARAMACEUTICAL OCEANIC BANK Oceanic Bank International Plc‚ Nigeria. The present CEO of Oceanic Bank International Plc is John Aboh. Oceanic bank is one of the most leading financial service institutions in
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SECURITY TELECOMMUNICATIONS AND INFORMATION SYSTEMS SECURITY NATIONAL TRAINING STANDARD FOR INFORMATION SYSTEMS SECURITY (INFOSEC) PROFESSIONALS NSTISS NATIONAL SECURITY TELECOMMUNICATIONS AND INFORMATION SYSTEMS SECURITY NATIONAL MANAGER FOREWORD 1. This instruction provides the minimum course content for the training of information systems security (INFOSEC) professionals in the disciplines of telecommunications security and automated information systems (AIS) security. 2. Representatives
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factors between marketer and customer. So that this paper began to discuss these two situations follow by value and brand image. Finally‚ customer leaning will be analyzed to show why a customer can find the relevance‚ purpose and significance which even creator is not aware of. moreover‚ in order to prove the reliability of the article argument‚ this essay will investigate some academical literatures‚ which includes customer value‚ brand value‚ brand image and customers learning. Values "Marketers
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1.0 Introduction The term “customer loyalty” is indisputably one of the most widely studied subjects by researchers in the world‚ intensively evolving over the years. According to past reviews‚ loyalty has been defined as a repeat purchase that is a result of a preference‚ attitude or market share. However‚ according to Uncles‚ Dowling and Hammond’s (2003) review of literature‚ there is no universally agreed definition (Jacoby and Chestnut‚ 1978; Dick and Basu‚ 1994; Oliver‚ 1999). Therefore‚
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P2) When a business first starts trading it has few loyal customers and no reputation. The most likely objective for a start up business is simply survival. As the business grows and begins to win market share‚ the aim may shift towards expansion and increasing profits. Without aims and objectives there is no meaning to the business. The objective of both things to make business work even better than what it would normally do. An aim - Where the business wants to go in the future and its goals
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BLT1 CREATING CUSTOMER VALUE Most of the companies nowadays utilise customer-centric approach as to ensure the quality service brought to the customer (Bolton 2004). Moreover‚ recruiting new customers cost always more than maintaining loyal customers that ultimately aims for profit for the organization (How not to let business slip away: Don’t upset old customers when tempting new ones‚ 2010). As a result‚ a lot of attentions have been drawn from the customers by the organizations via different
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1. Introduction of the assignment Customer relationship management (CRM) is the process of acquiring‚ retaining & growing profitable customers and a comprehensive approach for expanding customer relationship. There are different between Marketing and CRM. Marketing is a process in selling of product meanwhile CRM is a multifaceted process‚ which is intended to allow business organization to better anticipate and match customer needs and desire. As long as people are doing the buying‚ people
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use of video technology to connect customers with the right experts in a short span of time to provide quick and personalized service on-demand. Most banks worldwide are in a nascent stage of using video to carry on various businesses with their customers remotely; hence New Bank can take advantage of this. Through video-enabled web conferencing or branch office video conferencing the bank can conduct high risk‚ high return businesses of discussing purchase and sell of stock‚ selling mortgages‚ structuring
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