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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In another reading‚ The Influencing Machines by Brooke Gladstone and Josh Neufeld‚ they brought up both sides to the argument. The article is composed of comics‚ which support technological advances and other strips of how technology is hurting us. The authors bring up points saying that technology is influencing the way we perceive things. For example‚ one comic shows a woman who characterized as the "slutty girlfriend‚ and the boyfriend is supposed to be a sex offender‚ the couple is holding hands
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Handling a Dissatisfied Customer at Newsome Furniture & Appliances Background: Newsome Furniture and Appliances is a small family-owned store that has been in operation for 47 years in Billings‚ Montana. The store employs 16 employees in two locations. Most customers are local residents‚ but there is a steady flow of customers from nearby smaller towns and cities. Most customers shop at Newsome’s store that is located in a large shopping mall outside of Billings. On an average weekday‚ Newsome’s
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Customer Intimacy When we talk about Apple comes to our mind all the technology and innovation that each year brings Apple to us they offers a wide variety of models and different styles in all of his presentation like macs‚ iPod or iPhone. What makes this brand apple so unique and innovative is the level of relationship between customer at the moment of buying because they are able not just to choose what they want they also personalize their product like the color‚ some details and they even
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CONSUMER BEHAVIOR – UNIT ONE INTRODUCTION OF CONSUMER Earlier consumer were related to the monetary exchanges disregarding the service sectors but these days the consumers are not only limited to the values of money but alsoto intangible objects like services from hospitals‚ telecommunications‚ academic institutions etc. Any organizations’ potential audience or general public can be considered as consumers. Examples of such may fit to the citizen of the nation to the Election commission or
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Value Proposition Service & Pricing Assignment 3 1. Background/Executive Summary a. My Service is Public Relation Services (for Ford Motor Company) (54180) b. My customer is Ford Motor Company c. My customer is a Service Buyer d. Three key customer characteristics used to target Ford Motor Company are: • Psychographic: Succeeders ( Strong goal orientation‚ confidence‚ work ethic‚ organization ... support status quo‚ stability. Brand choice based on reward‚ prestige - the very
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Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline.) Section 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations‚ public organisations and third sector organisations. Please ensure you provide a description for each organisation
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I see the central problem in Tash’s situation as being a reflection of her home situation. The text states that “Although Tasha appeared in class on time‚ participated‚ and displayed respectful behaviors towards teachers‚ she regularly failed to complete required work. And when officials arranged meetings to address her school work‚ Tasha’s mother would‚ in front of other students and staff‚ verbally and publicly humiliated her for her lack of academic progress. During the meetings‚ Tash appears
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Factors influencing successful brand extensions Dr Leif E. Hem Associate Professor Norwegian School of Economics and Business Administration Breiviksveien 40 N-5045‚ Bergen Norway Tel No. Int. Code + 47 55 95 96 85 Fax No. Int. Code + 47 55 95 98 74 email: leif.hem@snf.no Leslie de Chernatony* Professor of Brand Marketing Birmingham University Business School The University of Birmingham Winterbourne 58 Edgbaston Park Road Edgbaston Birmingham B15 2RT England Tel No. Int. Code + 44 121 414 2299
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Review Question 1. Service personnel must be aware of the degree of social distance desired by their customers. Explain 2. As a restaurant manager‚ your attention is called by a server to a booth of four men who are talking loudly‚ using profanity‚ and appear to be belligerent. 3. Your restaurant is located near a high school.Recently‚ several of the students who are patrons have been throwing ice and wadded paper napkins at each other. What should you do? 4. Eye contact is particularly
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