Customer Service Unit 2 Prepare to deliver excellent customer service Session 1 Understanding customer service principles Handout In this Session‚ you have learned about: The importance of learning about your organisation’s products and services and how they are publicised Your organisation’s offer and how to keep up to date with it Customer service procedures The implications of poor customer service across different sectors. Your organisation’s products and services Sources of
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Thomke‚ S.‚ & von Hippel‚ E. (2002). Customers as Innovators: A New Way to Create Value. Harvard Business Review (Vol. 80‚ pp. 74). Main point Many companies sometime lack the understanding of what exactly their customers’ needs. This can cost companies a lot of money for loss of customers and sales‚ and to win back those customers. Product R&D in this case is a major drawback. Authors‚ Thomke and Von Hippel‚ have found that companies nowadays have come up with a new approach
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UNDERSTANDING ORGANISATIONS: THEORY & PRACTICE Gender and Other Differences Gendering Organisational Theory - Acker 2011 * The links between class and race domination and gender are everywhere e.g. high tech Californian company white man on top and coloured women in production line * There is an intertwining of gender‚ race and class Elements in a Theory of Gendered Organisations Gendered organisations can be described in 4 sets 1. The production of gender division ordinary
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| Chapter 1 Introduction 1.1 Background Customer Satisfaction is one of the most important issues concerning business organizations of all types‚ which is justified by the customer oriented philosophy and the main principle of continuous improvement of modern enterprises. Thus‚ customer satisfaction measurement may be considered as a most reliable feedback considering that it provides in an effective‚ direct‚ meaningful and objective way regarding the clients’ preferences and expectations
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found. Figure 1 ACSI MODEL 5 Figure 2 - Kano Model 9 Chosen Topic The broad topic covered in this literature review is the area of Customer Satisfaction. The authors job is as a Customer Care Manager for Senator Windows for the past 15 years. The area of interest is therefore centred on the elements required to achieve the required level of customer satisfaction and also the methods that can be used to effectively measure it. Scope It would be desirable to limit the scope of the research
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Customer Relationship Management Assignment 1 The Customers Revenge The cases of Jessica and Tom In both cases there is a problem with the Andromeda XL. Jessica had problems all over the place. From a failing air-conditioning to a jammed CD-player. In the case of Jessica she even got a new Andromeda XL. After 3 months the problems happened again. Tom’s failing Andromeda almost ended up in a deadly accident. It begins to be very clear that we are simply dealing
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SHIKHA MEHTA INNOVATIVE HR PRACTICES ABSTRACT In this era of cut throat competition ‚ a constant injection of new ideas keeps a company progressive and gives them an edge in the marketplace‚ especially in today’s global marketplace. It is only the innovations that provide company opportunities to gain competitive advantage over its competitors. As globalization advances and we move into the information age‚ organizations need to adapt to the changes in technology and the changing issues
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Conducted by PricewaterhouseCoopers on behalf of the World Federation of Personnel Management Associations (WFPMA) Survey of Global HR Challenges: Yesterday‚ today and tomorrow* Contents Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Global results Africa results ....................... ............ 7 ........................ ........... 12 Asia Pacific results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Europe results
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CIPD - Certificate in Human Resource Practice 2013/2014 Developing Yourself as an Effective Human Resources Practitioner PLEASE NOTE; this document needs to be attached to every assignment submission. It serves the purpose of assessment feedback‚ authentication of work and verification of submission. Without this signed document assessment CANNOT take place; this applies to both the original submission and resubmissions (if appropriate) Student Name (Print) Learning Outcomes
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Executive summery Organization Background | 3 | HR Practices of Unilever | 4 | Major HR Functions | 5 | * Recruitment and selection | 5 | * Training and development | 5 | * Payroll and settlement | 6 | * General service | 6 | * Human Resource Information System | 8 | Identified Problem | 9 | * Lack of recreation | 9 | * Low number of HR executive | 9 | * Lack of synergy | 9 | * High turnover | 10 | * No payment for the intern | 10 |
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