certificate in delivering customer service excellence

... with customers 2.3. Handling customers complains 2.4. Delivering high-quality service to all customers, including those with specific needs 2.5. Promoting product and services. 2.3.1.Policies ... Establishing a rapport with customers ã Within seconds, a person can assess the competence and sincerity of a person in a customer service role. By listening and watching, a customer can determine ... 2.3.Handling customer complaints ã All organisations receive complaints from customers from time to time. ã Complains may come from both internal and external customers. ã Every complaint gives...

Ngày tải lên: 23/10/2013, 20:15

... Nordstrom- Style Service explores the role of employees in giving great customer service, including developing and maintaining per- sonal relationships, and encouraging both teamwork and in- dividual ... jobs: logging in Michigan, digging coal in Iowa, mining gold and silver in Colorado, loading railroad ties and carting brick in Mendocino County, California, and Dou- glas fir trees in Washington ... Nordstrom- Style Service examines the area of influence of the people closest to the employees. These responsibilities include hiring the right people, then empowering, managing, mentoring, praising, rewarding,...

Ngày tải lên: 14/08/2014, 05:21

... They thought of it in terms of being a clerk, as opposed to a salesperson involved in the business. They were used to just standing by a register and ringing up stuff when the customer brought ... throughout this book as well as in the appendix in the back of the book. Great customer service is in the details; in simple human kindness. After Robert Spector gave a speech in Indianapolis to a con- vention ... volume store in the chain. The third generation grew the company to 61 full-line stores in Washington, Alaska, Oregon, California, Utah, Texas, Min- nesota, Indiana, Illinois, Pennsylvania, Virginia,...

Ngày tải lên: 14/08/2014, 05:21

... people feel that they are doing their business in a vibrant way with a company that invests in itself,” said Cochran. Continental Airlines allows its customers who are flying in first class to carry ... brick-and-glass build- ings sometimes fool people into thinking that Mike’s is actually a restaurant. Crews are constantly maintaining the cleanliness of the operation. Line Up and Cheer for Your Customer 53 low-dose ... distracted. In- stead of looking at the nice sweater, they’ve got a stroller bang- ing them in the ankles. When they think about our store, they don’t think of jostling and banging, they think of...

Ngày tải lên: 14/08/2014, 05:21

... Post-Intelligencer in a 1961 interview commemorating the store’s 60th anniversary. Starting out at the beginning of the twentieth century, Nord- strom and Wallin made their initial purchasing ... frontline service providers. These responsibilities include hiring the right people, then empowering, managing, mentoring, praising, rewarding, and retaining those people. As most of us know, senior ... explaining the company’s wide range of financial products, all of the employees involved in selling the various bank products are assembled as teams and are taught each other’s business, including...

Ngày tải lên: 14/08/2014, 05:21

... covers a variety of services, including continuing education, broker support, broker management; at- torney services, and the rent on the off ice building. Nordstrom’s #1 Customer Service Strategy 97 Len ... sharing and an employee stock- purchase plan. Like everything else at Nordstrom, the profit-sharing plan has built -in financial incentives that encourage industriousness, teamwork, customer service, ... advertise in Ebony, amag- azine that caters to African Americans, and also advertises in Essence, Hispanic Business, Latina Style, Minority Business News, and Black Enterprise magazine. In 2004,...

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 20/10/2014, 14:48

... is divided into two kinds: existing and potential customer. Retaining existing customers mean making them keep buying company product or service. Excellence in customer service, using of the ... reduce cost and increase turnover.  Keeping existing and making loyal customer Firstly, customer service is an effective tool in keeping existing and making loyal customer. Generally, customer is ... marketing, can help your company retain customers. Relationship marketing focuses on getting customers and keeping them in longer term using a combination of marketing, quality, and customer service. ...

Ngày tải lên: 17/02/2014, 12:43

Ngày tải lên: 23/03/2014, 05:23

... discussing fantastic customer service. But behind each and every single success story, training played a major part. Through effective training, great customer service begins before the customer ... applying all the service expertise and training that is part of the Hilton ethos, the southern hotel bettered the service. A true win-win situation. In order to maintain their high level of service, ... it? Having a customer service director fast-tracks information and service shortcomings to board level so that the customer receives better service quicker. 3 Does your customer service offering...

Ngày tải lên: 02/04/2014, 18:07

... identified, including peer-reviewed articles, journals, and books, discussing the problems associated with customer relations and customer services within the financial services industry and other industries ... image for the financial services industry. Numerous complaints and lawsuits involving large amounts of money have made leaders within the financial services industry look for innovative approaches ... enrolled in training sessions. Training for new hires consists of two weeks of practicing courteous behavior. Employees who cannot be courteous during the training phase are instructed to gain additional...

Ngày tải lên: 03/06/2014, 00:52

Ngày tải lên: 05/10/2012, 08:21

Ngày tải lên: 05/10/2012, 09:54

... client in a pinch, having an early morning meeting even if you like to sleep in, and meeting on Saturday even if you usually reserve your weekends for yourself. Flexibility can also mean getting information ... Providing Superior Customer Service You can use customer service as a powerful way to set yourself apart from your competition. Its one of the strengths a small business has, and by emphasizing customer ... cushion into a deadline and deliver early. Estimate that a job will cost more than you think, and bring it in lower. Many small businesses make the mistake of reversing this maxim - over promising...

Ngày tải lên: 18/10/2012, 16:06

... belonging to the customer. Examples of possession processing include airfreight, lawn mowing, and cleaning services. In these instances, the object requiring processing must be present, but the customer ... Examples include cleaning, maintaining, stor- ing, improving, or repairing physical objects—both live and inanimate—that belong to the 28 PART ONE ã UNDERSTANDING SERVICES HOW DO SERVICES ... a burger instead. One strategy for reducing or eliminating the need for waiting is to insti- PART ONE ã UNDERSTANDING SERVICES SERVICES IN THE MODERN ECONOMY As consumers, we use services...

Ngày tải lên: 07/02/2013, 09:52