analyse the data and material presented to make recommendations for changing 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
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UPS in 2006 Customer Service and CRM Initiatives Case study Reference no 506-163-1 This case was written by Mridu Verma‚ under the direction of Kaushik Mukerjee‚ ICFAI Business School‚ Pune. It is intended to be used as the basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. The case was compiled from published sources. © 2006‚ ICFAI Business School‚ Pune. No part of this publication may be copied‚ stored‚ transmitted
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TB00417 The Southwest Spirit Customer service far beyond the norm in the airline industry was not unexpected at Southwest and hadits own name—Positively Outrageous Service. Some examples of this service included: a gate agentvolunteering to watch a dog (a Chihuahua) for two weeks when an Acapulco-bound passenger showedup at the last minute without the required dog crate; an Austin passenger who missed a connection toHouston‚ where he was to have a kidney transplant operation‚ was flown there by a
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Quality Customer Service Marketing Loyalty Program Assessment Details: The marketing department has sent out emails publishing the loyalty program for the Hotel Futura chain. The response has been excellent and you as the Marketing Manager want to define more closely the new customer expectations. You will design a strategy for this and your team must address the following: * A tool that will gain detailed information on the needs‚ expectations and satisfaction levels of customers *
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OF SOCIAL AND APPLIED SCIENCES DEPARTMENT OF BUSINESS & ECONOMICS Master Research Proposal Improving Customer Service Quality in 4-5 Star Hotels in North Cyprus Student Name - Asif HUSSAIN Supervisor Prof. Dr. ERDAL TURKAN Email: asif_del04@yahoo.com Address:13‚Kucuk Medrese sokak Lefkosa 27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background This research will focus on an additive exploration
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CUSTOMER SERVICE ANALYSIS VALUE ADDED SERVICES Pantaloon provides a host of value-added services to enhance customer experience and to garner the loyalty of their customers. Through these value-added services‚ the customer experiences a whole new level of standard in price‚ convenience‚ comfort‚ quality and store service levels. Following is the list of value-added services provided by Pantaloons‚ S.B. Road:- 1. Gift vouchers: Pantaloons provides Gift vouchers in convenient denominations
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Executive Summary The purpose of this staffing plan is to explain our recruiting and hiring process for a StarbucksStore Manager‚ specifically one in the D.C. area. The receiver of this position will be working atone of our stores in the D.C. area under the formal title o f “Starbucks Store Manager.” They will be reporting directly to the District Manager who oversees their store in that location. TheDistrict Manager will be in charge of reporting all decisions from corporate to the StarbucksStore Manager
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Emotional Dissonance and Customer Service: An Exploratory Study Craig C. Julian ABSTRACT. In this paper‚ the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance‚ its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional dissonance is expanded via exploratory research using case studies in order to identify the key issues and the
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long-term customers was becoming a challenge. During a delivery run yesterday‚ driver Joe Stevens had noticed a competitor’s sales manager talking with the general manager of Saver Superstore‚ one of JBI’s largest customers. Then‚ that morning‚ Johnson’s sales manager‚ Marsha Ketchum‚ had mentioned that‚ during her visit with the same general manager on Wednesday‚ he was starting to make some noises about wanting to negotiate a lower price. This could cause a dilemma because this customer had been
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The Importance of Courteous Customer Service So how do you practise courteous customer service? First‚ determine the needs of your customers. By needs‚ we refer not only to the needs that they will pay you for but to any need that will provide them convenience while under your care. Just take for example when you are going to a hotel. When you rent a hotel room‚ you primarily pay for the room‚ water and electricity or even food. However‚ the best hotels in the world are not renowned only for
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