delivering customer service in cyberspace

... 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 • 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 ... up. 2.3.Handling customer complaints • All organisations receive complaints from customers from time to time. • Complains may come from both internal and external customers. • Every complaint gives...

Ngày tải lên: 23/10/2013, 20:15

... 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. ...

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Ngày tải lên: 05/07/2014, 10:08

... 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 • UNDERSTANDING SERVICES HOW DO SERVICES DIFFER ... a burger instead. One strategy for reducing or eliminating the need for waiting is to insti- PART ONE • UNDERSTANDING SERVICES SERVICES IN THE MODERN ECONOMY As consumers, we use services every...

Ngày tải lên: 07/02/2013, 09:52

... networks, i.e., going beyond best effort to provide some assurance for QOS o Work in Progress includes Differentiated Services, and Integrated Services (RSVP) o Simple model for sharing and congestion ... policing) o More details in Network Calculus course Queue Management 2 Contents o Principles o Traffic shaping l leaky bucket l token bucket o Scheduling strategies l FIFO l Priority l Round Robin l ... Management 18 Round Robin o Similar to Processor Sharing or Time Sharing l one queue per flow l cyclic service, one packet at a time flow 1 flow 2 flow 3 Queue Management 7 Principles for QOS Guarantees...

Ngày tải lên: 06/04/2013, 11:05

... existing customers and making loyal customers 2 www.wikipedia.com 11 Firstly, customer service is an effective tool in keeping existing and making loyal customer. Generally, customer is divided into ... improvement. Customer service plays an important part in keeping existing and making loyal customer, attracting potential customer, thenceforth helping company reduce cost and increase turnover.  Keeping ... of customer service is customer satisfaction. Customer satisfaction is what customer feels subjectively and sometimes irrationally. 3 When ordering a new service or maintaining an existing service, ...

Ngày tải lên: 15/04/2013, 13:51

... training. Thus, continued participation in export markets requires continuous skill upgrading through training. There is also increasing interest in the impact of global value chains on upgrading ... now living in “ the globalization age”. In 2007, Vietnam joined in the World Trade Organization( WTO). This leads us to believe in that Vietnam is inclined to increasingly participate in this ... supply the training program for local workers in international standards. In conclusion, the increase in FDI into Vietnam not only increases the demand for quantity but also increases the demand...

Ngày tải lên: 23/04/2013, 11:16

... that people have nothing against change per se. We know that people have nothing against change per se. Just against the fact of Just against the fact of „ „ being being “ “ changed. For ... today On problems of tomorrow On problems of tomorrow predominantly with people originating from the cultural predominantly with people originating from the cultural background of the day before yesterday, ... thrive on innovation and technical leadership. We believe in professionalism and perseverance. We power a high performance organization . We believe in sustainability and longterm thinking. For...

Ngày tải lên: 17/10/2013, 01:15

Ngày tải lên: 18/10/2013, 12:15

... PB-Nr : S11 Customer Service Issued by Date of Release Version Page Ing. Mathe 00 4/4 Receipt At least following data are to be determined by the customer: Customer, partner, ... detailed inquiry. Accommodation of the complaint Apart from the input into the data base also the immediate measures stated in the form are to be initiated so far necessarily and meaningfully. ... complaint handling documented. Larger correction and preventive measures become in accordance with. M07 - improvement handled. Termination of the complaint For the termination of the complaint...

Ngày tải lên: 27/10/2013, 12:15

... Benedetto, C. (1993) Business-to-business service marketing: How does it differ from business-to-business product marketing?, The Journal of Business & Industrial Marketing. Santa Barbara. ... / service development function, Benchmarking Service development function, individual service employee feedback, service recovery Managing individual customer relationships, managing ... satisfaction in project-business. I can be also argued that in project-business each customer relationship is specific and thus solely focusing on indirect measures involves a very high risk of making...

Ngày tải lên: 22/12/2013, 02:17

... to include entire process consisting of: • Gathering information concerning customer satisfaction • Assessing the validity and reliability of this information • Using this information in ... / service development function, Benchmarking Service development function, individual service employee feedback, service recovery Managing individual customer relationships, managing ... measurement: the internal market versus the external market, Marketing Intelligence & Planning. Bradford, 14(4); p. 9 Robinson, S. (1999). Measuring service quality: current thinking and future...

Ngày tải lên: 15/01/2014, 15:59

... Internet? 18 Tell us about the customer service training programs that you have implemented. 19 In what manner can business processes reinforce customer service training? ... " ;customer first" attitude in the organization? 17 In what ways can an organization transfer a " ;customer first" attitude to the Internet? 18 Tell us about the customer service ... essential to establishing effective service standards. 14 Name some of the criteria that may be included in a citizen satisfaction survey. 15 What are some of the ways to measure customer/ user satisfaction? 16 What...

Ngày tải lên: 17/01/2014, 03:20

... economy generating approximately $50 billion in income, employing 1 in 9 Australians and contributing about $15 billion in export earnings. While approximately 70% of tourism activity involves domestic ... measures of consumption. As the industry has begun to mature in the last five or so years, there has been an increasing interest in such things as quality of service, accreditation procedures, ... have for visiting the destination in the first place. The tourism industry consists of a number of different sectors including the travel, hospitality and visitor services sector. Within each of...

Ngày tải lên: 18/01/2014, 15:20