Customer service contributes to customer satisfaction Essay

Introduction: In this Assignment I want to describe how consistent and reliable customer service contributes to customer satisfaction, explain why presentation, interpersonal and communication skills are important to customer service. And I will also anticipate and meet the needs of at least three different customers in a range of situations. Task 1 In this task I should describe how consistent and reliable customer service contributes to customer satisfaction. The national consumer council believes that smart businesses should ensure that the same member of staff deals with an individual customer from the beginning to the end what means if you welcome a customer you should try to deal with the customer and help the customer till the customer wants to go or dos not need your help anymore or till he buy something. Whilst this is the ideal, it isn’t always possible. Therefore, most organisations provide special training to staff to ensure that each person has the same approach with external customer. This is likely to focus on the following aspects of the job. * Scope of job role – You should know what you can do and what you can not do as part of your job and the type of issues you must refer to a supervisor. This should not stop you using your initiative to resolve a straightforward problem quickly, for example if you have nothing to do you should use your own initiative to look for something to do till a customer comes or if a customer has a problem by not finding what he wants to buy you can ask them if they need your help and if you can help them you should help by explaining where they can get it from and you should take care that you do not overstep the limits of your job role by making arrangement or promises that is outside your authority. * Type and quality of product or service – That means you should know the range of goods or services that are available, if you are selling consumable items, such as chocolates. Anyone who sells expensive items or complex services should also be able to give good advice on the best buys or most reliable suppliers, based on their own knowledge, feedback from other costumers and press reports. * Accessibility/Availability – There is nothing more irritating for customers that to want something and then find they are not available. This can relate to a product they have seen advertised but which has now sold out for example if you have an appointment with someone who cannot see you for some time or a room in a hotel which is fully booked. In this situation your job is to sympathise with the customer’s disappointment; try to help them if you can and pass on the information to your employer. This is important. If you have received many enquiries for the same thing in a day and disappointed most people, the stock levels for this product should be reviewed. * Staff attitude and behaviour – The importance of all staff having a consistently positive attitude and behaving courteously and professionally to customers cannot be underestimated. This means if your staffs have good attitude and behaviour the customers will feel comfortable and free to talk to the staff and it also makes customers feel valued and respected. * Timing – Approaching people at the wrong time, or if they are stressed, upset or busy can get a bad response. If you do this by accident, simply apologise and say you will contact them later. Being aware of your timing also means not keeping people waiting unduly; arranging appointments, phone calls and deliveries at your customers convenience, not yours; and never failing to call people back exactly as you promised. By this way you appear reliable to the customers. * Meeting specific customer needs – The skills of meeting customer needs involves identifying these by talking to the customer, and then matching them to the range of goods and services that you can offer. Most customers are pleased with this aspect of customer service because it gives them a sense of importance. Task 2 In this task I should explain why presentation, interpersonal and communication skills are important to customer service. Presentation skills – These skills relate to me as a person. What do other people see as I approach? Do I attract them or alarm them? This has nothing to do with good looks but everything to do with a welcoming smile, appropriate clothes and a smart appearance. Presentation skills include: * Body language; Body language is one of the presentations skills. Body language is a term of communication using body movements. One of the basic body language signal is when a person is crossing his arms across the chest this can mean that the person is putting up a barrier between himself and others but it can also mean that a the person is expressing opposition this is specially so, if the person is leaning away from the speaker. But crossing his arms across the chest can also mean that the person is deeply thinking about something. You can show someone that you are interested in what he is telling you if you keep eye contact. * Another presentations skill is also the dress code which means if you work in an office you have to wear a dress or if you are working somewhere else where they have their own uniform you must wear their uniform and it has to be clean. Many people will consider it impolite if your dress is too far above the dress code. Too far means if you are working for example in ASDA and you are wearing a coat to work, many customers will not know that you are one of the staffs. But if you are working in an environment where they don’t have to wear any uniform, then you must have a good sense to dress properly. * Facial expression is also a presentation skill; facial expression is a result from one or more motions of the muscles of the face. This movement convey the emotional state of the individual to observers. Facial expressions are a form of nonverbal communication. Expressions are closely tied to emotion. It can be nearly impossible to avoid expressions for certain emotions because if you see someone that you think he or she is highly unattractive you might show a brief expression of disgust before you will be able to reassume a neutral expression and if you don’t have this skill it may be hard for you to work in an environment with different customers or other staff members. Interpersonal skills are how people relate to one another, in other words it means how you behave when you are dealing with other people. Having positive interpersonal skills increase the productivity in a business. Interpersonal skills include: * First impression; your interpersonal skills are on show from the moment you greet a customer to the time you say goodbye and if your first impression to a customer is good the customer might come again. * Behaviour – This is what you do and why you do it in other words it is the actions or reactions from you, for example if you are a positive person, you will normally behave in a cheerful and friendly way to other peoples. * Attitude – Your attitude is the way you think. For example if you are depressed you will be negative, if you are fed up then you will be bored and if you are happy you will be friendly to other people. Communication skills – communication is a process whereby information is imparted by a sender to a receiver in other words you need to speak to you customer as well and how you do this is important. If you are communicating with a customer you must look after your * Your speech – this means that you should speak loud and clearly because if you are speaking too quietly or miss the endings of words, then the customer might have problems to understand you. * Your language – this means that you should use appropriate language for your customer because it is not appropriate to use slangs and jargons since the customer will not understand what you are talking about. * The pitch of your voice – this means that you should take care of how you sound. For example if you have to talk to a group of people you should raise your head and speak more loudly and clearly but without shouting. And you should know how to pitch your voice to hold the interests of your customer because if you sound monotone the customer will soon lose the interest. Task 3 In this task I should anticipate and meet the needs of at least three different customers in a range of situations. * Accessibility for disable peoples for example those with wheelchairs. The business makes their stores accessible for wheelchair user by having big signs that are clear and easy to read, a ramp as an alternative to steps, the doors should also be wide and easy to open and the widths are allowing wheelchairs and the height of counter areas and shelves also allows wheelchairs. The business should also have toilets that meet the needs of wheelchair users. And the staff should also take time to help peoples in wheelchairs if they need help. * Health and safety – The business makes their store healthy and safe by making sure that all selling environments are assassed for risk so that any hazards are minimised, it means, the business must keep the workplace clean, they must make sure that their floors, steps, stairs, passages and gangways are properly maintained and it is kept from any obstruction and any substance likely to cause a person to slip and fall. If you, as a staff member, see something that can affect the health and safety in the business then you should do something about it before something happened, for example if you see something on the floor that can make someone fall then you should take the thing away from the floor or if the floor is wet you should put a sign there that the floor is wet so that no one can fall. * Email – The business makes sure that they have a email account so that they can send emails to customers and others. If you send a email you should make sure that you chose the right message style and layout and that you follow the recommended business format. And the email should also be written in a courteous and tactful way and also the wording should be appropriate for the situation. But it will be useful if for example you want to send an email to a customer you should mark the email as high priority if it will be important for the customer. And for you as a staff member you should have the skills to send an email which means that you should be a able to apply the appropriate customer service an to make sure that you chose a good tone and degree of formality depending upon the person and your reason for writing and it is important that the business mails should comply with organisational rules and recognised standards.

Hardships of Southern Sharecropping essays

Hardships of Southern Sharecropping essays For many people in the 1930s living conditions were not as adequate as they needed to be. The stock market had just crashed in 1928, and the US was in the midst of the Great Depression. Many people suffered from lack of money, and many others suffered from lack of food. One group of people who suffered greatly during this time period were the southern share croppers. Factors that caused the substandard living conditions of the southern share croppers in the 1930s include lack of education, poor health care, and inadequate living facilities. The first factor that caused the substandard living conditions of the southern share croppers was their lack of education. There were several reasons the share croppers didnt get the education they needed. One main reason was because many children didnt go to school. Harold Walker writes that Southern cotton states ranked lower in rate of attendance for each student enrolled than any of the other states in the nation (4). A factor that contributed to this was their excessive mobility, which inhibited many children from going to school (Corder 27). It is common knowledge that any child who constantly moves around will not be able to attend school on a regular basis, and even if they go to a school when they get a chance they will be so far behind they would have a difficult time catching up. Another factor that impeded on a childs attendance at school was the fact that they never went to school when there was cotton to be picked (Walker 8). This may not seem like a large task, but some times it could take weeks to pick all the cotton. These few weeks that a child spent picking cotton was valuable learning time, and missing it could put a child too far behind to catch up. Another reason share croppers didnt get the education they needed was because many southern rural schools had short...

Euthanasia in the United States essays

Euthanasia in the United States essays Every year two million people die in North America. Chronic illness, such as cancer or heart disease, accounts for two of every three deaths. It is estimated that approximately seventy percent of these people die after a decision is made to forgo life-sustaining treatment (Choice in Dying). In America and all around the world, the ongoing debate is whether patients should have the opportunity to implement this critical alternative of euthanasia. Although controversial, it is imperative that United States citizens are not denied this right to a humane death. Groups in opposition to euthanasia say that patients who yearn to make this decision are neither in a healthy psychological state of mind nor have the God-willing right to do so. These groups feel if euthanasia were to become a publicly accepted option to the terminally ill that physicians, family, and even patients may abuse it. They also strongly support modern end-of-life treatment, known as palliative care, as a more logical and moral option. Perhaps the strongest belief that euthanasia is wrong comes from those who follow the words of the Bible and believe that every aspect of life belongs to God. The Old Testament records an incident involving King Saul of Israel, who became seriously wounded on the battlefield. Fearing the advancing enemy, Saul took his own sword and tried to fall against it. He cried to a soldier, Come and put me out of my misery for I am in terrible pain but life lingers on. The soldier acted in accordance with the wishes of the king and killed him. The soldier then brought some of Sauls armor to David and said, I killed him, for I knew he couldnt live. David ordered the soldier put to death (Eareckson, 111). Those who believe in the Bible clearly see here that, whether a monarch or a common person, mercy killing is perceived as iniquitous in the Lords eyes. To see a more recent example of the Catholic Chur...

A Study on Internet Marketing Strategies

A study on online marketing strategies used by new media entrepreneurs in India. S. Vivin RichardMs. Sri Jothi M. Sc Electronic Media,Lecturer Department of Media Sciences Department of Media Sciences College of Engineering,College of Engineering Anna University, Guindy. Anna University, Chennai Abstract: This research investigates the characteristics of online marketing strategies used by new media Entrepreneurs. This research helps to understand the nature and extent of business strategies used by successful online Entrepreneurs. Nowadays, most people prefer to get first-hand information from the internet. Being a terrific medium of communication, internet not only helps people to stay informed but gives them a fair idea about the consumer market as well. Hence, it is important to analyze and utilize the power of internet technology in the best possible manner. The need is to analyze and research needs of customers who come online to satisfy their wants. 1. 2. Introduction: Internet is primarily a source of communication, information and entertainment, but increasingly, it also acts as a vehicle for commercial transactions. Since the explosion of the web as a business medium, one of its primary uses has been for marketing. Soon, the web could become a critical distribution channel for the majority of successful enterprises. (Thompson 2002) In online world, companies try their best to make their products much more physically good that actually becomes the possession of life of a customer. The concentration of internet marketing is giving a similar experience to a customer ad help him/her to get the utmost satisfaction. Internet is a large repository of information, ever expanding database and a true knowledge hub. The impact of internet over people has grown over a period of time and people started trusting internet and they bank over the internet for major activities, be it personal, official and business related. Therefore this presents the perfect scenario for the entrepreneurs to market their products across the globe, to a large customer base that their sales force cannot even dream of identifying. Getting on the wings of internet technologies, organizations can easily enhance their overall worth by reaching to new heights of success. Online companies can engage in fruitful marketing activities by using effective new media marketing strategies to boost their product offering in the online market. 1. 1 Online marketing: Advertising in internet provides a major contribution to brand competition in the market. Advertising here not only provides information about a product or service but also promotes innovation. Besides it also facilitates consumer satisfaction. Big and small companies, individuals of all walks of life, major and minor events, concepts, etc. , nowadays lay their base on online marketing to get recognized in the market (Zarrella, 2010). When eBay was started, it was just a hobby, an experiment to see if people could use the Internet to be empowered through access to an efficient market. It was really about helping people connect around a sphere of interest so they could do business. † (Pierre Omidyar, eBay) 1. 2 Aim and Objective * To study the new media marketing strategies used by dotcom Entrepreneurs in India and to determine the most effective practices for the same. To study the dotcom entrepreneurs and their strategies in India. * To analyze the new media marketing strategies used by dotcom entrepreneurs. To identify the different marketing strategies of business enterprises using new media technology. * To determine the effectiveness of new media marketing. 3. Literature Review Scott (2009) states the reasons for brand promoters preferring online web for marketing is that the tools, techniques and content are constantly evolving. The buyers reward creativity by responding to the online efforts like: â€Å"If you are open to trying out new things, you can be first in your industry to use something new to communicate to your buyers†. The rules of marketing had to change and the web has proved a catalyst in bringing the changes forward and amplifying their scale. The sudden emergence of the Web 2. 0 marketing techniques demand additional approaches, while most marketers are still wrestling with the first generation, savvy brands are exploring the landscape that social media and social networks create for marketers. These techniques are allowing much deeper drivers in social change to be unleashed, with a profound impact on planning customer connections. The new generation of relationship marketing responds to the additional challenges of digital media literacy and in the right hands can trigger a rebuild of the entire marketing mix through different strategies. Relationship marketing for the Face book generation demands both thinking and acting differently (Chaffey 2003). Stroud (2007) says that the ability of social networking sites to generate these huge volumes of web traffic is proof of their huge popularity. Google, Yahoo and News International have bought themselves a presence in the social networking arena. The detailed rationale for these acquisitions differs but all have a common theme of wanting access to the enormous audiences. Visitors to online websties as well as social networking sites are significantly more likely than average to visit leisure-oriented retail site categories, such as music, jewelry/luxury goods/ accessories, consumer electronics and apparel. People typically enjoy sharing their experiences with these products, whether it is to talk about their new iPhone or the pair of designer jeans they just bought. Social networking sites offer the venue for those conversations to occur. Online media advertising is ideal for promoting brand recognition. Still, there is no doubt that advertising via online media sites is an effective way to increase your overall revenue stream (Brinlee, 2007). 3. 1 Research Methodology To analyze and find the effective use of online marketing strategy in developing a business online, and to find the effective marketing strategy used online by online Entrepreneurs. Communication was done with the survey method and content analysis in the research. Methods of Data Collection: The survey method helped in finding out the reach of the websites with their advertisements and marketing strategies which they use online to promote their business, and the ways of impact of the online marketing strategies. And the content analysis is another method used to analyse the different kind of communication strategy and marketing strategy used by the online entrepreneurs with certain parameters among the top 10 online e-commerce websites. 3. 1. 2 Research Design: This research study adopted survey and content analysis in order to find the effectiveness and the impact of the marketing strategies used in branding any product or the service among the target market through Flipkart. com, Futurebazaar. com and Naaptol. com with respect to international market group Amazon. com and ebay. in. 3. 2 Survey: Survey was conducted randomly among young adults community, by sending questionnaire through online to collect the individual opinion from the respondents. 3. 2. 1 Sampling Method Non probability sampling was used to collect the opinion from the online respondents. Purposive sampling method in non probability sampling was used to get the results. Questionnaire is used as a tool and online media is being planned to be taken as the medium of the findings. The total population is online media user community, but to collect the effective data the sampling is constrained to the target population like young adults, graduates within the age of 16 years to 40 years.

Assessing How Well Companies Manage Their Essay Example | Topics and Well Written Essays - 500 words

Assessing How Well Companies Manage Their - Essay Example If a firm pays its bills with a 30-day delay, 2/3 of its purchases will be paid for in the current quarter. 5/6 of its bills will be paid for in the following quarter. If its payment delay is 60 days, 1/3 of its purchases will be paid for in the current quarter. 2/3 of its bills will be paid for in the following quarter. The vice president's proposal of accepting consumer credit cards yields a higher contribution of $1,152,000 as compared to the sales manager's proposal of looser credit policies that yields a contribution of only $590,000. Therefore, Moorer Corporation would be better off under the vice president's proposal. Credit sales should not be abolished. Though credit sales would result in uncollectible accounts receivable, abolishing credit sales altogether would result in lost sales that might be more than the uncollectible accounts receivable. This is because it is common practice nowadays, especially in the sale of luxury consumer goods. 1. John Burton should develop a JIT inventory system. A JIT inventory system reduces in-process inventory and its associated cost (Just in time, n.d.). JIT manufacturing means making a good or service only when the customer, internal or external, requires it (Atkinson et al., 1996). The process is driven by a series of signals, or Kanban, that tell production processes to make the next part.

Business Plan for the Sorcerer's Accountant Speech or Presentation

Business Plan for the Sorcerer's Accountant - Speech or Presentation Example This business plan systematizes the tactic and procedure for the business extension and set objectives for intensification over the next three years (Business Plan – Roadmap to success, 2008). The business will proffer clients’ bookkeeping services with the supervision of a CPA at a cost they can meet the expense of. This entails taking into service apprentice student bookkeepers and a graduate student administrator, keeping fixed costs as little as possible, and abiding to label the expertise of Sorcerer's Accounting through its website wherewithal. The effect will be sales more than doubling-up over three years as five part-time bookkeepers are deployed to client businesses as required, and salary and dividends to Matt increase considerably. Objectives The Sorcerer's Accountant, established in 2006 by Matt Murray, is a one-person CPA firm which offers tax services, administration and cost seeking advice from services, and QuickBooks deal as well as additional services. Sorcerer's Accounting hands out small businesses in Chicago, for the most part in service industries. The Sorcerer's Accountant plans to adjoin accounting services to its collection of services to serve its existing and potential clients better. The Sorcerer's Accountant inquire about starting up a new line of services - small business accounting - which will be readily available to the same continuing clients as Sorcerer's Accounting at present seeks.... This business plan systematizes the tactic and procedure for the business extension and set objectives for intensification over the next three years (Business Plan – Roadmap to success, 2008). The business will proffer clients’ bookkeeping services with the supervision of a CPA at a cost they can meet the expense of. This entails taking into service apprentice student bookkeepers and a graduate student administrator, keeping fixed costs as little as possible, and abiding to label the expertise of Sorcerer's Accounting through its website wherewithal. The effect will be sales more than doubling-up over three years as five part-time bookkeepers are deployed to client businesses as required, and salary and dividends to Matt increase considerably. Objectives The Sorcerer's Accountant, established in 2006 by Matt Murray, is a one-person CPA firm which offers tax services, administration and cost seeking advice from services, and QuickBooks deal as well as additional services . Sorcerer's Accounting hands out small businesses in Chicago, for the most part in service industries. The Sorcerer's Accountant plans to adjoin accounting services to its collection of services to serve its existing and potential clients better. The Sorcerer's Accountant inquire about starting up a new line of services - small business accounting - which will be readily available to the same continuing clients as Sorcerer's Accounting at present seeks. Sorcerer's Accounting has set the subsequent objectives: To commence the bookkeeping services at a snail's pace, inauguration with two part-time bookkeepers To pull off bookkeeping service twelve-monthly  revenues equivalent or larger to the in progress total revenues within three years. To attain net profit of max $50,000 in three

Shutdown procedures on Mixers, Crutcher and Pumps Essay

Shutdown procedures on Mixers, Crutcher and Pumps - Essay Example Preferably not all of the succinic acid is flushed through the buffer tank. This means that when the supplies of succinic anhydride, water and alkali are switched on for start-up, there is still some acid in the buffer tank to "seed" the hydrolysis reaction. During the period that the process is not operating, the buffer tank should be maintained at an elevated temperature (typically 60Â °-80Â ° C.) in order to prevent solidification of the succinic acid/anhydride mix’ (Patentstorm 1998). A crutcher is the ‘main reaction vessel in the semi-boiled saponification process, or simply a mixing vessel in the soap modification process. It can be used to make a wide variety of soaps or for mixing additives and fillers into liquid soap. Crutches are very easy to use and are generally found in laundry soap factories. They are also used in more sophisticated plants, such as for making transparent soap. A process is described for retarding or preventing the setting of a miscible and pumpable crutcher slurry intended to be spray dried to base beads for subsequent conversion to a built synthetic organic nonionic detergent composition.