understanding of customer service for Diploma in Customer Service Level 3. Learning Outcome 1: Be able to follow their organisation’s accepted customer service language Assessment Criteria: 1.1 Communicate to customers their organisation’s service offer‚ how it balances organisational and customer needs and how it meets customer expectations 1.2 Compare the service offers of commercial‚ public sector and third sector organisations and how they each meet customer expectations 1.3
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Question 1 Overall‚ Starbucks’ performance has been mixed over the past six months. On April 13‚ 2012‚ its stock price reached a high of $61.67 per share and closed at $57.37 per share. Since April‚ the price of Starbucks’ stock fell on average in the following closing months of May and June before reaching a low of $43.16 in the opening days of August. The fall was correlated with the release of Starbucks’ third quarter annual report‚ which showed a less-than-expected performance for that quarter;
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SUBJECT: Case Problem - Starbucks Problem Statement It was November of 2001 when Starbucks first started its prepaid debit cards. This debit card can hold anywhere between $5 and $500 and can be used at any Starbucks location. In 2002‚ there was a 7% same store increase in sales and its believed that the card was the reason for the increase. Starbucks wants to be able to profile frequent visitors to a Starbucks store. The following information used in doing so includes age‚ income‚ and number
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will not supply services to society unless there is a profit to be made in doing so‚ therefore it becomes the governments responsibility to step in and ensure that services such as civil defence and the administration of justice are in place to provide stable conditions for the private sector to prosper and thus bring greater quality of living standards to society in general. With that in mind‚ successive Governments across the world have faced the dilemma over which services to provide and in
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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 is a method to understand the needs of the customers. Profiling enables organisations
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Customer service 1 © NSW DET 2008 Topic 1 - Customer service 2 © NSW DET 2008 Introduction It may seem strange that you are studying an area that you already know so much about—customer service. Whether we realise it or not‚ we always judge organisations that we come in contact with and so we already have quite a good understanding of a customer’s perspective. In this module we will put this understanding into a structured model‚ so it can contribute to developing organisational
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Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective
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Customer Relationship Management Of Apple Submitted to: Instructor - Mikhail ZENCHENKOV Hartford School of Continuing Education Oct 8‚ 2008 Submitted by: (Anu) Chan Mei Ling (Belle) Chiu Chit Ue (Uny) Wong Mei Ting Abstract: Recently iphone has become the most popular mobile device in the smart phone market. People have high expectation for iphone being the smartest mobile device ever made. Besides‚ its popularity Apple has to look upon the situation between the customers
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BACKGROUND: The Starbucks brand has evolved over the last decade and is now facing newer and more complex challenges in the way they do their business‚ such as: • Evolving target customer base and their positioning strategy • Widening gap between brand value proposition and customer perception • Increasing complexity of product-mix and service delivery The management is faced with the mandate of taking key business decisions that must address the major internal and external trends that are
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Customer service | Customer-Centric | An introduction on how to provide superior customer service skills. | | | | An informational essay on how to provide superior customer service using these seven skills: The right attitude‚ Understanding the customer’s needs‚ Clear communication‚ Dealing with difficult customers‚ Business telephone etiquette‚ Customer service and technology‚ and Serving diverse populations. The essay provided also uses examples of these situations and may include
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