Slide 1 Welcome to your second customer service lecture. This week we’ll discuss listening‚ an often simplified concept. Many people think listening is easy—as long as you hear something you’re listening to it‚ but in truth‚ listening effectively is a demanding task. To listen effectively‚ you must apply skill and determination. Luckily‚ as with any skill‚ effective listening can be learned. We’ll begin this lecture by going over the difference between hearing and truly listening. Slide
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1.1 Origin of the Report: Practical orientation and evaluation of banks performance is a part of the BBA program provided by University of Dhaka. The proposed topic is “Customer Service & Measuring Customer Satisfaction of One Bank”. This report is the requirement of the practical orientation. Bank is a service oriented organization. So the practical orientation has been made an integral part of the BBA degree requirement. In this regard I went to One Bank Limited to take a practical exposure
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MARK32 10:30-12:00TTH STARBUCKS COFFEE: A MULTICHANNEL STRATEGY 1.) What type of channel strategy is Starbucks currently employing? How does this channel strategy fit with Starbucks’ products and positioning? Starbucks’ channel strategy was evident when it chose to expand using company-owned stores rather than initially turned down lucrative franchising agreements. This is to ensure the consistency of the quality of their products. However‚ when Starbucks decided to move into international
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Question 2: Why have Starbucks’ customer satisfaction scores declined? Has the company’s service declined‚ or is it simply measuring satisfaction the wrong way • As Marthe has already said‚ there is a change in customer satisfaction of Starbucks between 1992 and 2002. In this part‚ I will explain the reason why Starbucks’ customer satisfaction scores declined. Has the company’s service declined‚ or is it simply measuring satisfaction the wrong way • Why has Starbucks’ customer satisfaction scores
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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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Importance of customer/client care It shows a great deal of professionalism when a company takes good care of its customers‚ both internally and externally. Professional employees will most likely deal with clients in a professional manner‚ with the right communication‚ with respect and a genuine attitude. A good customer service will help the company: To keep loyal clients – develop trust To gain new clients To develop a good referral To develop within its employees a sense of proudness and
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will assess with Natalie her feelings towards MSTT service B) MSTT will assess with Natalie what MSTT can do to make her feel more comfortable during sessions A‚B) Natalie express to MSTT her lack of trust comes from dealing with Children and Youth and how they treated her when they came in her home. Natalie explained her Children and Youth disrespected her and her home and treated her like a criminal. Natalie stated once in her home the case worker from CYS started to walk throughout her own seachering
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Jordan Long 813549380 Fin 423 T 5-8:45 3/20/14 Kelly Services Inc This case is really focusing on the issue of a company that needs to consider taking on debt. Kelly Services Inc. is going through a period were they are going through some major expansion. With major expansion needs the urge to find investors. When you find investors you need to take on debt‚ the good thing about debt is you are able to generate profit without having to put a dollar down. So if the debt increases‚ yes he will
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Customer Lifetime Value - A Case Study 1 CLV * Group 1: 7 * Group 2: 11.875 * Group 3: 2.5 2 Questions a Your manager asks you what you think might explain the differences in p‚ r‚ and AC between the three groups. What would you say? i Group 1’s higher “p” could be due to the fact that this group of students doesn’t have the meal plan that undergrad students who live on (or close to) campus have. Additionally‚ some MBA students may have longer classes
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Impact of agile services on competitiveness The hypothesis H10 i.e.‚ Agile Services is positively associated with competitiveness is supported. Competitiveness is measured as responding to customer needs better than competitors‚ introducing new services and entering new markets faster than the competitors. This has led to growth in revenue of the company higher than sector average and improvement in market share. The hypothesis H110‚ that environmental turbulence positively moderates the link between
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