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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Realigning Service Operations Strategy at DHL Express Tim Coltman University of Wollongong – Centre for Business Service Science‚ Wollongong‚ New South Wales 2522‚ Australia tcoltman@uow.edu.au John Gattorna Macquarie University – Macquarie Graduate School of Management 2000‚ New South Wales‚ Australia‚ john@johngattorna.com Stuart Whiting DHL - Express Global Head Office‚ Bonn‚ Germany‚ Stuart.Whiting@dhl.com This paper describes the approach that DHL used to respond to aggressive revenue
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Explain the importance of customer satisfaction in service organisations The aim of this essay is to explain the importance of customer satisfaction in service organisations. Clear meaning of the customer satisfaction has been provided along with the causes and results from the effective implementation. J. Heskett ’s "service-profit chain" model has been used in order to understand the relationships between profitability of a service organisation with customer satisfaction and loyalty and the outcomes
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Report On Possible Improvements To Customer Service 1. Why it is important to improve what is offered It is important to improve what is offered in a business as it will keep current customers satisfied and maintain existing customers. It is also important to remain competitive in the current climate and not to lose customers to competitors. Through improving what is offered the business will expand and gain new customers through good reputation‚ and good reputation should reduce the number of
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Through mySAP Business Suite‚ people in businesses around the globe are improving relationships with customers and partners‚ streamlining operations‚ and achieving significant efficiencies throughout their supply chains. The unique core processes of various industries‚ from aerospace to utilities‚ are supported effectively by SAP’s 23 industry solution portfolios. Today‚ more than 20‚500 customers in over 120 countries run more than 67‚500 installations of SAP software. With subsidiaries in over 50
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for commercial‚ industrial‚ and institutional clients. Only a few computerized operations are in the business. In an effort to become more efficient and profitable‚ the vice president‚ Julia Thompson‚ has hired a systems analyst‚ Robert Hanover. Background Julia and Robert have made progress in the development of a strategic plan for Kahuna Cleaning Supply. Robert is anxious to define the requirements for the new system. He has gathered more information and has created the following organization
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Disk Performance Issues Disk performance is optimal when the right conditions are met‚ but several factors will change performance and may even cause the files to fail to load at all. Chief among the factors that affect performance are; fragmented file system and process load/number of running processes. When a file is downloaded‚ it is saved in clusters‚ the size of which is dependent on the size of the drive they are saved to‚ and are placed next to each other if the drive is freshly formatted
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Running head: CUSTOMER INVOLVEMENT IN SERVICE INNOVATION Customer Involvement in Service Innovation Francisco Espinosa University of Phoenix Customer Involvement in Service Innovation New product and service development is an extremely unsafe process for large and small firms. Rates of failure in launching products and services are superior to 50%‚ and close to 90% in some types of products‚ services and markets
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Performance Management “How I get my people to do what I want them to do‚ in the way I want them to do it!” Performance management (PM): Organisations that take performance management seriously‚ manage a range of different but inter-related topics: • Mission • Vision • Strategy • Business plans • Values (how people should and should not behave) • Culture in which improving performance is valued and developed • Monitoring of performance – at individual‚ unit and Team levels • Feedback
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10 Ways To Improve Your Personality Contrary to what you may believe‚ you can improve your personality. The "personality" is the typical pattern of thinking‚ feeling‚ and behaviors that make a person unique. When we say that someone has a "good personality" we mean that they are likeable‚ interesting and pleasant to be with. Everyone wants to be attractive to others. Having a good personality helps - probably even more so than good looks. While we can improve our looks to only a certain
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