Customer Service James Brinkley MAR 2305-6 WK 1 IW October 18‚ 2012 Professor Summers Define what customer service is and how it provides value to everyone involved. The individual work assignment is to explore the field of customer service and consider the following questions carefully. In a word processing document‚ please answer the following questions: What is customer service in today ’s business environment? Customer service is satisfying the needs of external and internal customers
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Section 1 – Understand the factors that affect an 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. Organisation type Name of organisation Description of products and services Commercial organisation Microsoft Sells and makes a variety
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Minitex CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers ’ needs and behaviors in order to develop stronger relationships with them. It plays an important role in understanding customer’s needs by gathering the information about the customers that helps in marketing and selling the company’s products. With an effective Customer Relationship Management strategy‚ an organization can increase revenues by providing better services and selling products
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Question One: Detail the methods and procedures that might be used by an organisation to communicate with customers to identify and agree on product/ service specifications. It is crucial to be aware that customer expectations and needs will change from time to time and will be affected by market trends‚ fashions and changes in external environments. This means the business plans need to be adapted to changing needs of customers and is important that organisations communicate with its customers. Profiling
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SAP Big bazaar runs SAP( one of the leading ERP solution provider. ERP means enterprise resource planning- a software solution for various activities like inventory management‚ billing‚ supply chain management etc) Billing Software / Payment counter The billing software that they use is good‚ though we need to be extra careful while the items we purchase are being billed. The executive at the counter most probably is extremely busy and tries his best to type in as fast as possible ending
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Aloft London Excel Starwood Hotels and Resorts worldwide is one of the leading hotel and leisure companies in the world with approximately 1000 properties in more than 95 countries and 145000 employees at its owned and managed properties. The brand landed in Europe with the Aloft Brussels Schuman in 2010 and is the fasted brand launched ever. Aloft is part of Starwood Hotels and Resorts and has been opened on 3rd of October 2011. The hotel has 252 guestrooms including 12 suites‚ 181 King Aloft
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Customers are very important to any company. Without customers companies would not be successful and have no future or success. Having a good relationship with each customer that enters into your company is very important. Having good communication is important when dealing with different people who are related within your company. Customer satisfaction is very significant. It measures how the products and services supplied by a company meet the customer’s satisfaction. It is good to have positive
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Task one Service excellence is important to an organisation as it is the key to gaining new customers and customer retention. Any business must operate on the basis that customer service is the most critical aspect to a business’ success as happy customers are more likely to continue using the service provided and more importantly will pass their experiences onto potential new customers. This is becoming even more significant as customers are communicating their service experiences – good and bad
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Review Question 1. Service personnel must be aware of the degree of social distance desired by their customers. Explain 2. As a restaurant manager‚ your attention is called by a server to a booth of four men who are talking loudly‚ using profanity‚ and appear to be belligerent. 3. Your restaurant is located near a high school.Recently‚ several of the students who are patrons have been throwing ice and wadded paper napkins at each other. What should you do? 4. Eye contact is particularly
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Characteristics of customer service Bitner‚ Fisk and Brown (1993) suggest that the major output from the services marketing literature up to 1980 was the delineation of four services characteristics: intangibility‚ inseparability‚ heterogeneity and perishability. These characteristics underpinned the case for services marketing and made services a field of marketing that was distinct from the marketing of products. The literature highlights intangibility as one of the key characteristics of services. Regan
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