Case Study Customer Service Skills - 1440 Words

Part 1 a) Project summary Customers complained our staffs have very bad customer service skills and their service attitude are very rude. There are no customer service training provided to the staffs and each staff treat customers in their own way. The company is now losing customers because a lot of customer complaints and customers decide to not to come back to our company. The project is developed to help the company’s staffs to improve their customer service skills and knowledge and know how to treat customers correctly. I am hoping to achieve the result of 100% customer satisfaction level, increased business sales and increased business performance level. Benefits The benefits will be better customer service skills and knowledge for the staffs, better business sales and business reputation and help to bring more new customers to our company and all the company’s staffs know how to treat customers in the correct way. Target group and stakeholders Target group is all the company’s staffs such as reception, accountant, admin workers and managers. Stakeholders are customers, all the company’s staffs, senior managers and customer service trainers. Task breakdown Task 1: Find out the poor customer service areas need to get better for the company’s staffs Task 2: Discuss with the company’s owner and tell him how important to train staffs for customer service Task 3: Make company’s owner agree with the customer service training and issue fund for the training Task 4: Find theShow MoreRelatedCustomer Service Policies Of The Salon1602 Words   |  7 Pages Customer Behavior and Experience – Salon  Introduction Customer service is a very essential factor for the success of any company. However it is vital to note that most companies fail to take this into consideration the importance of customer service to their overall performance (Gilmour et al., 2013). It is certain that based on the case study, the complaint made to the manager clearly shows that one of its customers had completelyfailed to uphold the recommended customer service standards. ThisRead MoreJob Description For Customer Service Agents1372 Words   |  6 Pages Abstract The importance of customer service agents has been underscored in a number of studies. Customer service agents are the front lines of every company being the first people with whom the clients interact with. It is in this regard that customer service agents must be able to possess certain qualities and skills to help them perform efficiently and effectively. To do so, they must be able to adhere to job descriptions prepared by the company. This paper undertakes an extensive analysis withRead MoreThe Desctiption of the Service Desk1159 Words   |  5 PagesThe service desk has strong relationship with customers, users, IT service providers and third-party service providers. The service desk is responsible for carrying out incident management and request fulfilment processes. The objective of the service desk is to restore normal service for users as quickly as possible.Besides,help desk also give, a strong impact on customer satisfaction or dissatisfaction.This paper provides a wide r literature review on service support and provides a more detailedRead MoreHai Di Lao Case Study1703 Words   |  7 Pagesthe relationship between HRM and competitive advantage, drawing on the case study of Hai Di Lao, a highly successful Chinese hot pot restaurant. This essay presents a resource-based view of competitive advantage and will draw from the success of Hai Di Lao, identify its competitive advantages and its contributory HRM strategy and then evaluate the lessons that New Zealand organisations can gain from an analysis of this case study. Within this evaluation, this essay will address the role of HRM strategyRead MoreCustomer Benefit Package Essay913 Words   |  4 Pagesan hour. Show great customer service with doctors, laboratory technician and eyeglass frames in store locations. In this case study characteristics of LensCrafters will be reviewed on many levels. The topics of chose range from Customer Benefit Package (CBP), strategy and competitive priorities, serv ice delivery system design, and service encounter design. In the readings below, the write has developed an analogy on LensCrafters. The analogy is based on LensCrafters’ case study from textbook and otherRead MoreCustomer Complaint1000 Words   |  4 PagesIntroduction The ability of an organization to attract and retain customers is vital to its success. Customer loyalty requires a strong desire by the customer for a product, and availability of several product vendors to choose the product based on his/her preferences. Hospitality organizations are in the relatively unique position of attempting to bridge two worlds; the domestic and the commercial as they deliver on the service promise. These two factors are very much applicable in the hotel industryRead MoreCrm Implementation Case Study778 Words   |  4 PagesSales: Implementing Customer Relation Management System†, a case study by Suman Company Background The official name the company is Mitsubishi Motors North America, Inc. Until the late 1990s, Mitsubishi Motor Sales of America Inc. was only about cars.The parent company is Mitsubishi Motors Corporation (MMC), which is a Japanese company with German-American alliance partner and is a multinational manufacturer and distributor of automobiles, buses, parts and power-trains. Customer Relationship ManagementRead MoreEmployee Jeanette R. Landis s Case Study Performance Appraisal893 Words   |  4 PagesThe case study has revealed that the employee Jeanette R. 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In this case study, the symptoms that suggest that something has gone wrong are the customer complaints regarding the poor quality services continue to increase with growth of Yakka Tech’s customer service business that has nearly doubled over the past five years, the increasing rate of voluntary employee quit in the contact centerRead MoreA Report On The Procurement Process1475 Words   |  6 Pagessuccessful in the field. The case study outlines two companies, the Chartered Institute of Purchasing and Supply (CIPS) and OPITO, which provide training services to improve procurement practices in the oil and gas industry. The companies completed a survey of the oil and gas industry to identify areas that skill sets are deficient within the industry and are working together to develop specialized training to meet the needs of the oil and gas industry (Business Case Studies, 2016). CIPS is a professional

Database Memorandum - 1219 Words

Database Memorandum I wanted to review the database tools we have at our disposal and explain what each is used for, when each is appropriate, and some improvements that we are pursuing to makes these tools easier to use and more powerful. For the sales organization there are three database options available to us; Hyperion ®, Access ®, and our most widely used tool, BusinessObjects by SAP. Hyperion: This database is least understood by the sales team because Hyperion ® is only used to gather financial data (Pinnacle Titan Technology Partners [Titan], n.d., p. 1). As a sales team we only use it once a year for creating our annual sales and operating budgets. The system is not easy for us to use, because of its layout and duplication of†¦show more content†¦Future sales initiatives and identification of nationwide hospital trends can provide tremendous industry intelligence that the company can support with new distribution and consulting service offerings. SAP BusinessObjects: BusinessObjects is the most widely used and powerful tool the sales team has at its disposable. This data warehouse provides us with significant volumes of information that can be used to support business decisions both internally and externally. We can answer customer questions in a short time span and document our service to them over the last five years. The service and pricing data is most widely called for and every representative has used their own queries to answer these questions. While the individual initiative to respond to these inquiries is positive, they are inconsistent because of the use of custom queries. We want to ensure that our data is reliable and accurate, so we are going to develop a group of standard queries for internal use by the sales team. Some report will be internally focused and include gross sales and margin data. Others will be externally focused and include customer specific data. Vendor sales volume, fill rates, and pricing credits are all contractual obligations we have to fulfill. With each person running their own reports there are inconsistencies that are being used against us as contract renewals are initiated. Monetary penalties can be invoked and damage to our reputation as a company canShow MoreRelatedBusiness Context : Alaworks Supports Reporting Requirements For Various Federal And State Laws And Regulations1568 Words   |  7 Pageschanges are fully implemented. For the first year, ADECA and Commerce have a Memorandum of Understanding to allow ADECA IT personnel to continue managing Alaworks and assist Commerce with a smooth transition into full ownersh ip. Alaworks is a database system used by approximately 300 individuals throughout the state. Alaworks is built on an Oracle stack consisting of Oracle Forms and Reports on the Oracle Database in a traditional client/server model. 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After a while, he was rehired after a company restructuring in which his new position was that of an associate database publishing editor. The main problem of the case concerns his wifes condition, amytrophic lateral sclerosis. D ue to her condition he considered his potential rights under the Family Leave Act with a human resources representative from the companyRead MoreFDEME3L memo 2015928 Words   |  4 Pages2 2 2 1 2 2 2 1 1 1 2 2 2 3 1 5 4 3 2 1 2 5 Q 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 A 4 1 4 3 5 2 3 2 2 4 4 3 4 2 4 3 3 4 4 1 3 2 3 3 4 2 FDEME3L/201 ASSIGNMENT 02 FDEME3L ASSIGNMENT 02 MEMORANDUM 2015 NOTES: 1. This memorandum is only a guideline for the allocation of marks. Many answers may be possible in a particular question. Always judge whether the student’s answer is relevant, true and valid in the context of the question. 2. 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Thesis guideline Free Essays

PACE Mission To transform PACE Into a Stationery’s that produces world class human resources, products, technologies and information for people empowerment and sustainable development. FOREWORD The purpose of this manual is to serve as a guide to both degree candidates and faculty members in the preparation and final production of the capstone project that meets criteria of a scholarly work In the field of Information Technology (IT). While the excellence of the content of the capstone project is the responsibility of the Oral Examination Committee, Institute of Engineering and Computer Studies prescribes he actual format of the capstone project documentation. We will write a custom essay sample on Thesis guideline or any similar topic only for you Order Now This is done to establish an Institutional standard of presentation and to satisfy other specifications placed upon the College In terms of publishing the final document. The specifications herein are designed for Internal consistency as a measure of reliability. Degree candidates preparing a capstone project are strongly advised to read and follow the style and format of this manual carefully. Introduction A capstone project is a culminating activity that generates an output useful in the development of Information Technology (IT) solutions. This may be but not limited to application development that focuses on software engineering processes or application design that focuses on effective testing procedure or a study on for graduation in the Bachelor of Science in Information Technology programs as indicated in COM # 53, s. 006 or the â€Å"Revised Policies and Standards for IT Education† for the undergraduate program and COM # 7, s. 2010. The capstone project is a terminal project requirement that would not only demonstrate a student’s comprehensive knowledge of the area of study and research methods used but also low them to apply the concepts and methods to a specific problem in his/her area of specialization. BBS Informatio n Technology students must complete a capstone project in the form of an IT application, a Multimedia System development, or an IT Management project. (COM # 53 s. 006 COM # 7 s. 2010) This Capstone Project Manual aims to standardize the process of conducting capstone project in the Institute (ICES) particularly in the field of Information Technology, and thereby improving the quality of capstone project output submitted by students as well as faculty researchers. This manual specifically aims: 1. To come up with a uniform format of writing the documentation of an capstone project in the undergraduate as well as faculty researches or projects; 2. To establish guidelines in the evaluation of capstone projects; 3. To ensure a quality output from our students; and 4. To serve as a guide for faculty members doing capstone project advising. Capstone Project A Capstone Project is an undertaking appropriate to a professional field. It should significantly address an existing problem or need. An Information Technology Capstone Project focuses on the infrastructure, application, or processes involved in introducing a Computing solution to a problem. Scope of the Capstone Project The Capstone Project should integrate the different courses, knowledge, and competencies learned in the curriculum. Students are encouraged to produce innovative results, generate new knowledge or theories, or explore new frontiers of knowledge or application areas. The recommended infrastructure and its implications on other system should be clearly specified in the final report with the introduction of the project. The capstone project adviser should determine the appropriate complexity level of he specific problem being addressed and the proposed solution, considering the duration of the project, the composition of the team, and the resources available. Suggested Areas of study for Capstone Project in Information Technology Following is a list of suggested areas of study. Software Development 0 Software Customization 0 Information System Development for an actual client (with pilot testing) 0 Web Applications Development (with at least alpha testing on live servers) 0 Mobile Computing Systems Multimedia Systems 0 e-Learning Systems 0 Interactive Systems 0 Information Kiosks Network Design and Implementation and Server Farm Configuration and Management IT Management 0 IT Strategic Plan for sufficiently complex enterprises 0 IT Security Analysis, Planning and Implementation Section 1 FORMAL REQUIREMENTS FOR AN APPROVED CAPSTONE PROJECT Project Proposal Preparation and Defense Guidelines 1 . After passing the SAD and Software Engineering Course, the students may start preparing their outline in consultation with their approved adviser and the members of their Advisory committee. The Advisory committee will later also serve as panel to evaluate the paper. 2. The research topic, as much as possible, should be in consonance with the College (PACE) vision and mission and the Institute of Engineering goals and objectives and/or to the local/national research and development thrust. 3. The outline of the proposal should conform to the standard form and style prescribed by the PACE – Institute of Engineering and Computer Extraordinariness of Computer Science and Technology (ICES-DUST). 4. If the Students are ready to defend his/her proposal, and upon the endorsement of the adviser to the Capstone project Coordinator, they shall apply for a schedule at their Course Adviser. Once the schedule is approved, the students should furnished 5 copies of their proposal 3 days before the schedule of defense to be submitted to their Course Adviser. 5. The students defend their proposal to the Advisory committee. The committee may approved the proposal if found totally acceptable or defer approval until the recommendations and suggestions have been included, or rejected it if found unacceptable. If the proposal rejected, the students has to undergo the whole process a new. 6. The capstone project adviser and one of the panelists shall take note of the suggestions and recommendations of the Committee during the defense and should urines a copy to the student and adviser to serve as guide in making revisions and in the conduct of the research. 7. The member of the committee should see to it that their suggestions or recommendations are included in the revised proposal before signing the approval sheet. . A copy of the approved proposal should submit to their Course Adviser Office maximum of one week after the proposal defense for monitoring the record purposes. Requirements and Procedures o The students are given the option to choose their own groupings. O A group is composed of at least two members, three being the maximum. The Composition of the group must be radiotelegraphs the stages of the o If two of the members dropped from the course, the remaining member may continue the proposed project. How to cite Thesis guideline, Papers

Management and Its Role in Business free essay sample

Management is important in the business world. Managers, especially, have a great deal of responsibility for a company. It is essential that they have management skills; without them, the business would not function effectively and efficiently. Managers are individual(s) in an organization who are responsible for making a group of people more effective and efficient. They plan, organize, direct, and control resources to achieve their goals to perfect the business industry; functions of management. There are many different types of managers, level of management : top managers, middle managers, and first-line managers. Top managers spend their time setting objectives, scanning the environment, and most importantly, plan and make decisions. As for middle managers, they report to the top management, oversee first-line managers, develop and implement activities within the company, and allocate resources. As for the first-line, they are more involved. Their responsibilities contain reporting to middle managers, supervise employees, coordinate activities, and are involved and focused in day-to-day operations. Managers start with planning, where they set goals and evaluate the best way to achieve them. They develop a strategic plan, a process of establishing an overall course of action. In every company, they need to write a mission statement, identify core values or beliefs, assess the strengths, weaknesses, opportunities, and threats, as well as establish goals and objects and develop and implement plans to achieve goals. A mission statement describes the purpose of an organization; their commitment. For example, Starbucks. Starbucks mission statement is To inspire and nurture the human spirit one person, one cup and one neighborhood at a time. Their mission statement describes the purpose of their organization; to inspire and nurture the human spirit. They are committed to a role of environmental leadership in all facets of their business. As for core values, it affects the overall planning processes and operations. Starbucks core values are diversity, inclusion and accessibility in everything we do. Starbucks goals and values are obvious. Though it is a business, judging by their mission statement, customers and employees are their priority, rather than sales. They take pride in inspiring and nurturing their customers. But of course, like any business, profit is a high priority goal as well. After planning comes organizing. Companies develop an organizational structure, an arrangement of positions that is most appropriate for the company at a specific point in time. To have an organizational structure, there are two activities one engages in: job specialization and departmentalization. These two processes are accomplished. Job specialization identifies activities that needed to be performed and breaks down activities into tasks that can be performed. Its main purpose is to improve the business efficiency. As for departmentalization, it groups specialized jobs into meaningful units; usually called divisions, departments, or groups. An organizations structure is represented in an organization chart, which is a diagram that shows the interrelationships of its positions. For example, in the textbook, Notes-4-You is shown in figure 6. 8. This chart starts with the owner, or the president of this company. Then, below the president, are the four different managers and their teams. In order for a business to function effectively, an organizational structure of hierarchy is needed. The third management function is directing, providing focus and direction to others and motivating them to achieve organizational goals. Directing a business is fairly complicating, but can be manageable. Depending on ones leadership style, their ways of interacting with and influencing others can be a motivation. The types of leadership styles are autocratic, democratic, and laissez-faire. An autocratic leadership style are managers who make decisions while retaining the authority to make the ultimate final decision. They exercise their authority and expect their workers to take responsible without further explanations. In other words, this manager has complete control and no one is involved with decision making. An example of an autocratic leader is Hitler. As for democratic leadership, they generally seek input from subordinates while retaining authority to make the final decisions. They are the ones who seek advice or comments from other employees, which keeps them well-informed about things that are affecting their work. I think an example of a democratic leader would be former President John F. Kennedy. Lastly, managers who practice laissez-faire leadership style adopt a hands-off approach and provide little direction to subordinates. They advise employees but usually give them considerable freedom to solve problems and make decisions on their own. It is not easy being a manager, especially if ones leadership style is an autocratic one. One can come off to their employee as being bossy, ordering them around without their input. The pro about having autocratic style is that work is done efficiently and effectively, meeting deadlines. However, most workers prefer to work for a democratic leader because it is flattering to be able to provide their input. Though there are some drawbacks of possessing a democratic leadership style. One of the drawbacks is the time it takes for the collaborative effort. Asking people for opinions, explaining it to them, and coming up with a decision will take even longer. Therefore, i think it is easier to work with democratic leaders. Furthermore, to be a successful manager, there are various skills that one has to master. These skills are technical, interpersonal, conceptual, communication, time-management, decision-making. Technical skills, which is used to get an entry-level position, are used to perform specific tasks. To advance, developing strong interpersonal and conceptual skills is a must. Interpersonal skills are skills used to get along with others and also for motivational purposes. These managers need to have strong working relationships with others, regardless if they are lower or higher in ranking. They must have people skills, a very essential skill. As for conceptual skills, they are skills used to reason abstractly and analyze complex situations. Their job relies strongly on their analytical abilities because they are responsible for deciding what is best for their organization or business. As for communication, time-management, and decision-making skills, it is vital for a managers, and employees of all levels, to hold these skills. Communicating both orally and in writing influences others. It also gives the other party a first impression of the companys organizational culture. For example, if a manager is giving a presentation on a product to another company and they are speaking loudly as well as using poor grammar, it reflects poorly on the company, as well as the manager themselves. Managers not only have to develop great communication, they also need to manage their time wisely. Some suggestions on how to time-manage is to: 1) prioritize tasks, important ones first 2) Set aside a time to return calls and/or answer emails. 3) Delegate routine tasks. 4) Insist that meetings start and end on time, sticking to the agenda. ) eliminate unnecessary paperwork. If these suggestions are followed, managers will be successful. Managers not only deal with others outside the company, but within the company/business/organization itself, their employees. Employees are an important asset to a company, giving the image of the company either a positive or a negative one. To ensure that employees are executing, there are four influential theories of motivation managers ca n use: hierarchy-of-needs, two-factor, expectancy, and equity theory. The first theory is Maslows hierarchy-of-needs theory. Starting from the bottom, managers motivate employees by acknowledging their physiological needs, safety needs, social needs, esteem needs, and self-actualization needs. Second theory is the two-factor theory, which motivation involves both motivation factors (contributing to job satisfaction) and hygiene factors (which prevents job dissatisfaction). Third, expectancy theory proposes that employee will work had to earn rewards they value and consider obtainable. For example, an employee puts in so much effort which will result in managers accepting his or her performance. The outstanding performance leads to an incentive or a reward in which the employee values. Lastly, the equity theory, a theory of motivation that focuses on our perceptions of how fairly were treated relative to others. This motivational theory benefits employees because when they contribute to their job, their rewards reflect on the work they do and compare it to those of other people. Having a motivational leader also affects the workers; it encourages employees to show up for work everyday and to do their best.