the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication
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(1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management‚ Catholic University of Portugal‚ Portugal 2) Faculty of Economics‚ University of Porto‚ Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction
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Application of SMS Technology for Customer Service Centre 1 Ariff Idris‚ 2Abd. Samad Hasan Basari‚ 3Nur Hanisah Zubir‚ 1‚2‚3 Faculty of Information and Communication Technology Universiti Teknikal Malaysia Melaka Locked Bag 1752‚ Pejabat Pos Durian Tunggal‚ 76109 Durian Tunggal Melaka‚ Malaysia 1 miariff@utem.edu.my‚ 2abdsamad@utem.edu.my‚ 3nurhanisah.zubir@gmail.com Abstract - SMS technology is designed originally as a communication tool between a service provider and its users. However
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1. Customer Service Encounter 1.1 Service Encounter I went to an OPPO outlet to get several phone covers of different phone models. When I entered the store‚ I was approached immediately by a staff with a smile. She inquired if I needed help with anything. I told her the models of the phone covers I need while maintaining eye contact with me. She then took the covers and passed it to me promptly. I went home after the purchase and realised I got the wrong phone case of one phone model. I went back
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Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points. It is known to us‚ “in each industry‚ the customer is god‚ is operator’s food and clothing parents.” This tells us that customers are important to organizations. With the current intense competition in logistics nowadays‚ most companies can provide high quality goods‚ even are willing to cut down prices if reasonable. However‚ how can suppliers gain a competitive advantage when high quality
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Abstract Quality of Customer Service becomes critical for company’s success on the market. If planed properly‚ incentive pay plans may increase customer service representatives’ interest to providing better service to the customer. Specifics of Customer Service brings its difficulties to setting standards for quantity and quality measuring of the Customer Service productivity‚ as basics of incentive pay determination. Customer Service definition and role in the business. Customer Service topic is both
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Our business activities in Oman is Downstream‚ fuel and lubricants marketing. We aim to be the leading fuel marketing company in Oman‚ meeting the energy requirements and contributing to the economic prosperity of Oman and our customers in an environmentally and socially responsible manner. Shell has been active in the Sultanate of Oman since 1958. Our business activities in Oman are fuel and lubricants marketing. Our main offices in Oman are based in Muscat – Mina Al Fahal. Our values Our core
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According to a report from Bloomberg in 2008‚ Wal-Mart Stores Inc. ranked lowest among U.S. discounters and department store chains in an annual survey of customer satisfaction. Shoppers said they found less value in Walmart’s prices. The first issue encountered by Walmart is rude services provided by its employees. This can be seen in complaints plastered throughout online forums and web discussions. Forums can be a source of information because people voice out their experience and opinions without
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Innovations in Customer Services in Indian Banking Sector Satisfied customers are the best guarantee for the stability and growth. Customers will be satisfied only when the banks provide the customized and innovative products and services at responsible cost. This article focuses on the kind of services provided by developed countries and level of innovative services provided by Indian banks. Many innovative services are currently available from Indian banks like E-Banking‚ ATMs‚ Anywhere Banking
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EFFECTIVE COMMUNICATION SKILLS FOR GOOD CUSTOMER SERVICE PRESENTED BY OLUWASEGUN JAMES TABLE OF CONTENTS Table of Contents Page Title Page 1 Table of Content
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