Delotta Customer Relations and Servicing-14 November 1‚ 2013 Instructor Theresa Billiot Assume you are writing a report about the skills CSRs must have to provide exceptional customer service. Reread your responses to the What Do You Think? Questions that you completed throughout this chapter. What are sure-fire techniques and practices that provide superior customer service? What situations and practices might provide easy traps for mediocre or inferior customer service
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Our Environment Today Our environment is getting worse day by day‚ and we are suffering for other peoples and our mistakes. It’s getting harder and harder for our families to stay healthy with all the bad things we are around every day. We are affected by our environment‚ and more people are getting sicker and sicker. This could affect our families and our future one day. We might not be able to see all of the bad things in our environment‚ but they are for sure there. “Although certain groups
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Managing customer perceptions of the business environment for competitive advantage By: Toni Hilton‚ PhD Westminster Business School‚ UK and Warwick Jones‚ PhD University of the West of England‚ UK Journal of Customer Behavior‚ 2010‚ Vol. 9‚ No. 3‚ pp. 265-281 Article Summary Per Bendapudi and Berry‚ the environmental influences consumer behavior but does not influence consumers’ trust. Organizations have to research extent of how their marketing environment creates customers’ perceived behavior
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Lesson 1 BUSINESS AND ITS ENVIRONMENT NATURE OF BUSINESS Business may be understood as the organized efforts of enterprise to supply consumers with goods and services for a profit. Businesses vary in size‚ as measured by the number of employees or by sales volume. But‚ all businesses share the same purpose: to earn profits. The purpose of business goes beyond earning profit. There are: • It is an important institution in society. • Be it for the supply of goods and services • Creation of
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CASE STUDY: CUSTOMER SERVICE “SERVICE ENCOUNTER” Teacher John O’Grady Tammy Clarissa 24 March 2011 Contents Executive Summary 3 Introduction 4 Service Encounter 5-6 * Types 6-7 Conclusion 8 Bibliography 9 Executive Summary These days‚ services are very commonly sought. For a business‚ if one has good service towards its customers‚ it will surely gain repeat business‚ loyalty and thus‚ built relationships with their customers. Service encounter is mainly
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Business Environment Lecture 1 Business & its Environment What is Business? Business is a way of dealing with the problem of scarcity Business involves the transformation of inputs into outputs to meet particular needs or wants of consumers Business is not just The Private Sector it is also The Public Sector and Societies have to choose the balance between the public and private sectors The Private Sector (Pg 7-11) Consists of all business in some form of private ownership COMPETITON
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Exceptional Customer Service - The NCB Way Welcome to the NCB Family VISION To make NCB‚ financially and operationally‚ the strongest and most dominant financial institution in the Caribbean and one that follows international best in class governance practices. CORE VALUES • We hold a deep and abiding respect for each customer‚ every colleague in our companies‚ and all our shareholders. • We commit to find new‚ practical‚ and innovative ways to make the term “excellent service” more relevant
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Introduction Business environment is the combination of internal and external factors that influence a company ’s operating situation. The business environment can include factors such as clients and suppliers‚ its competition and owners‚ improvements in technology‚ laws and government activities and market‚ social and economic trends. Environmental forces of political‚ economic‚ social‚ and technological factors. These factors are outside the control of the business. The business can’t do much
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CUSTOMER SERVICE EXCELLENCE Today’s customers are more aware and empowered‚ and have more bargaining power due to the exponential increase in competition – direct‚ indirect or substitute. In retailing‚ they want hassle-free shopping‚ have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors‚ offer more
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INTRODUCTION TO BUSINESS ENVIRONMENT Chapter Outline : • Introduction • Meaning of Business • Business Objectives • What is Business Environment ? • Nature of Business Environment • Components of Business Environment • Determinant of Business Environment • Review Questions • References Introduction : Business environment is becoming highly complex‚ unstable and unpredictable in the globalised economy of today. The environment is the result of
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