Activities for Customer Service Excellence Peter R. Garber HRD Press‚ Inc. • Amherst • Massachusetts Copyright © 2005‚ HRD Press‚ Inc. The materials that appear in this book‚ other than those quoted from prior sources‚ may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do‚ however‚ ask that the following statement appear on all reproductions: Reproduced from 25 Reproducible Activities for Customer Service Excellence‚
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Assignment: Choose an organization you are familiar with and (a). Submit an SWOT analysis of the organization with an evaluation of each element of the SWOT. Wal-Mart III. SWOT analysis Strength The strength of Wal-Mart is the popularity. The company is known worldwide. The company’s strength is the brand name which is very strong. The mark strength is what returns the company‚ its products and services popular. In addition the company’s strength is its ability to make strategic adjustments
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Assignment #1: SWOT Analysis of Google References Apple Inc. (2012). Apple Press Info. Retrieved February 10‚ 2012‚ from Apple Web site: http://www.apple.com/ Barboza‚ David‚ and Miguel Helft. "Access to Google Is Interrupted in China - NYTimes.com." The New York Times - Breaking News‚ World News & Multimedia. New York Times‚ 30 Mar. 2010. Web. 12 Feb. 2012. http://www.nytimes.com/2010/03/31/technology/31google
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Airlines Customer Service improvement report Summary Customer Service Department has received complaints regarding services‚ systems and conditions of Hurrah Airlines. The aim of this report is to summarize weak spots in Hurrah Airlines’ customer service and to make recommendations to its improvement with minimum costs. Introduction This report will include: a short summary of the most frequent complaints regarding Hurrah Airlines’ services; recommendations for an improvement of customer service of Hurrah
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least $7.5M and reverse declining sales trend • Conducted two SWOT analyses to determine best strategy – Emphasize Natural and increase drugstore presence • Developed advertising budget and implementation plan Flare Fragrances Agenda • SWOT – Savvy launch • SWOT – Natural emphasis and drugstore expansion • Financials – advertising budget and pro forma income statement • Implementation • Conclusion Flare Fragrances SWOT Analysis: Savvy Internal factors Strengths • Name • Favorable
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Introduction: customer service are All interactions between a customer and a product provider at the time of sale‚ and thereafter. Customer service adds value to a product and builds enduring relationship. in this report I will be talking about the customer service in retail for the three retailers john Lewis department store boots and pc world customer service will help deal with any problems encountered by the customer‚ for example if a customer has a problem regarding their goods they would
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SOME TOOLS AND POLICIES USED TO MEASURE CURRENT AND FUTURE PERFORMANCE At Tesco Plc‚ SWOT analysis is used in collaboration with other tools to measure future performance. Performance measurement tools such as balance scorecard; 360 degree feedback; Management by Objectives (MBO) and customer management techniques are used to assess the current performance and strategise the future performance of the staff of Tesco Plc. A record of the current key performance indicators (KPI) are kept for future
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in determining the cost of serving customers and as a basis for evaluating the profitabilty of a specific customer or group of customers. Why is this important? Most managers agree that 80% of their profits come from the top 20% of their customers and most important‚ the bottom 20% of their customers are unprofitable. For example‚ to compete with Walmart‚Best Buy works hard to attract profitable customers and equally hard to discourage the unprofitable customers which those that are price shopping
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SWOT analysis is a basic‚ straightforward model that provides directionand serves as a basis for the development of marketing plans. Itaccomplishes this by assessing an organizations strengths (what anorganization can do) and weaknesses (what an organization cannot do) inaddition to opportunities (potential favorable conditions for an organization)and threats (potential unfavorable conditions for an organization). SWOTanalysis is an important step in planning and its value is oftenunderestimated
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| Bank Customer Service Call Center: Handling Customers | | | Introduction: A customer service officer or personnel often face problems handling difficult or irritated customers. Officers or personnel need to know the correct method of handling these people in the best possible way in order to give customers customer service satisfaction and also to retain customers from going elsewhere for the services they need. An example would be banking services‚ mobile network services‚ etc.
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