25 Activities for Customer Service Excellence - 16252 Words

25 Reproducible Activities for Customer Service Excellence Peter R. Garber HRD Press, Inc. †¢ Amherst †¢ Massachusetts Copyright  © 2005, HRD Press, Inc. The materials that appear in this book, other than those quoted from prior sources, may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do, however, ask that the following statement appear on all reproductions: Reproduced from 25 Reproducible Activities for Customer Service Excellence, by Peter R. Garber. Amherst, Massachusetts: HRD Press, 2005. This permission statement is limited to reproduction of materials for educational or training events. Systematic or large-scale reproduction or distribution—or†¦show more content†¦117 21. The ABCs of Customer Service................................................................. 127 Part 5—Achieving Results................................................................................. 133 22. Self-Fulfilling Prophecies .......................................................................... 135 23. Word Games............................................................................................... 139 24. Winning and Losing with the Customer .................................................... 145 25. Buying Decisions ....................................................................................... 149 v Preface Customers are the life blood of any business, and providing great customer service is critically important. Keeping the customer satisfied needs to be the goal of everyone in the organization. Think about how you feel when you play the role of a customer yourself. How do you feel when you receive poor customer service as you spend your hard-earned money? Would you continue to do business with a company that didn’t understand your needs, or worse yet, didn’t care? Of course not. Similarly, the customers you provide service to expect the same quality that you would expect to receive. The quality process has taught us the importance of meeting the requirements of the customer. Customers rightfully deserve nothing less than excellent service. The emphasisShow MoreRelatedAn Organization Or Brand s Value Proposition1579 Words   |  7 Pagesfragrance-free beauty products and are recognised as a pioneer in the skincare industry (Clinique 2016). Value Creation Customer value as defined by Zeithaml (1988) refers to the benefits that customers receive from the use of a product, relative to their cost or sacrifices. Literary theory widely recognises the ability for organisations to create value for their customers as integral to business success (Woodruff 1997). However, multiple frameworks can be adopted to evaluate an organisation orRead MoreTesco Lotus’ Outsourcing to Linfox (Thailand)1535 Words   |  7 Pagesnon-food grocery, fresh food, apparel, electronics and daily needed items. Tesco Lotus is also operating shopping malls, example of which is so called â€Å"Community Malls platform that emphasizes easy access at 2-5 minutes driving from home for customers. Where customers can come to do their shopping, relax with a cup of coffee, as well as do their personal errands such as make utility payments or mail their letters.[iv] In retail business a retailer buys goods or  products  in large quantities fromRead More Eco Tourism in Australia868 Words   |  3 Pagesenvironment than ever. Therefore, ecotourism has been introduced to customer by many tourism businesses include hotel, resort, airline or safari. This essay will compare and contrast some tourism business’s sustainable programs such as Eco Beach Resort, Habitat HQ Hostel and Qantas Airline. Then it will discuss the impacts of these sustainable options may have on the consumer’s decision process. Now people very care how their activities can impact to the environment. People want to live close the wildlifeRead MoreOrganizational Assessment Models For Enterprise Transformation1687 Words   |  7 Pagesmanagement leads the organization, and how the organization leads within the community. Strategic planning is another principle that establishes and plans to implement directions for an organization, customer and market focus is also an idea that builds and maintains strong, lasting relationships with customers. Measurement, analysis, and knowledge are part of the organization used to indentify data to support key processes and manage performance. Human resource focus on the organization empowers andRead MoreEngineering Educational Institutes in India1545 Words   |  6 Pagesother low cost countries. 26% of employable engineers in technology services continues to be a major bottleneck. â€Å"There is a strong correlation between a country’s competitiveness and the quality of higher education provided within that country†, say Borahan and Ziarati (2002). Hence measuring and improving the quality of higher education becomes an essential role of higher educational institutions. In the industrial context the customer is the ultimate judge of quality, and the same applies in the academicRead MoreDialogue Example Essay1233 Words   |  5 Pagesdistrict that did improve and that’s District 5. They went from a 57% to a 57.8%. Congratulations to Joan and the District 5 team. Marlene: You know Mike, it’s so important that we keep our stores in stock for our customers. We have to be sure that we have all of the things our customers are looking for when they are shopping. That way we make sure that, they don’t have to stop anywhere else for what they need. Mike: Marlene you are right. We have to do better with making sure we are getting ourRead MoreLm of Finance1012 Words   |  5 Pages1.0 INTRODUCTION The misc shipping line is a large company. Company is preferred provider maritime transportation and logistics services. It made in 1968 to become integrated maritime, offshore floating solution, heavy engineering and logistics service provider. This made misc become a subsidiary of PETRONAS in 1988, a move that produced synergistic benefits especially in the field of oil and gas transportation. Misc also is the world leading LNG owner operator with over two decades of proven experienceRead MoreQuality And Quality Of Quality1313 Words   |  6 Pages2.2.1 Definition of Quality The meaning quality is based on the point of view that products and services must meet the requirements of the customer or user. The quality is divided into two general aspects: Quality of design and quality of conformity (Montgomery, 2007) Quality is perceived differently such as goods and services occur in varying degrees or levels of quality. These variations in quality levels are intentional and therefore, the appropriate term is quality of design. The Quality ofRead MoreThe New York City Housing Authority Essay1364 Words   |  6 Pagesa low to moderate income public housing initiative consisting of 328 developments throughout all five boroughs of New York City. More than 400,000 residents benefit from these developments through the receipt of not only apartments but additional services provided by each development and New York City overall. Over recent years the NYCHA developments have been experiencing a reduction in government funding, forcing the organization to re-evaluate strategies addressing maintenance of old buildingsRead MoreNegative Consumer Behavior What is negative consumer behavior and what are the characteristics of a bad customer? How can managers address this issue to ensure success?1490 Words   |  6 PagesNegative Consumer Behavior To fully understand what negative consumer behavior is and what makes a bad customer, we first have to understand what consumer behavior is. In their book, Consumer Behavior: Concepts and Strategies, Berkman and Gilson (1981) say that the American Cultural System, which is made of values and artifacts, strongly influences consumer activity in the United States. In the twentieth century, American Culture reflected a distinct consumption ethic based upon affluence

An Reflective Writing On Behavioral Issues And Management

Introduction This reflective writing piece focuses on behavioural issues and management that arose during my first placement at a large, mixed sex secondary school located in Shropshire. During my time at the school, I have observed a number of teaching styles and strategies which have enabled me to reflect and develop my own teaching techniques. The class focussed upon within my report is a middle set year eight; within this class I have 4 SEN students and an extra teaching assistant to provide further support. Focus Socrates (469 – 399 B.C) stated; â€Å"The children now love luxury; they have bad manners, contempt for authority; they show disrespect for elders and love chatter in place of exercise. Children are now tyrants, not the servants of their households. They no longer rise when elders enter the room. They contradict their parents, chatter before company, gobble up dainties at the table, cross their legs, and tyrannize their teachers.† Since the ‘golden age’ the misbehaviour of students have been recognised both within the parental and school environment. This is still a noticeable issue which has been highlighted further by news reports, technological advances and government discussions, leading to many prevention measures being designed and implemented (e.g. Guidance for school staff members has been provided and published by the government entitled Behaviour and discipline in schools). Whilst practicing and attending Edge Hill lectures it was evident that withinShow MoreRelatedOrigins of Behaviorism Essay1714 Words   |  7 Pagesbehaviourism the influence of positivism. One of the goals of positivism was to unify psychology with natural science. Methodological behaviourism is a dominant theme in the writings of John Watson. John Broadus Watson was one of the most prominent psychologist scientists of his era, writing on applied psychology for academic journals, business publications, and popular magazines and is considered to be the founding father of behaviorism. John was born in SouthRead MoreThe Effects Of Effective Communication On Job Performance1680 Words   |  7 PagesWhen asked to write a reflective think piece describing a single communication issue as it pertains to the organization in which I work, the Employment Development Department, I decided to delve into the topic of effective communication, especially in regards to job expectations. I choose this particular aspect of communication because it is one of my divisions biggest complaints in regards to management or the lack there of, and I want to better understand how to avoid miscommunicating with fellowRead MoreThe Importance Of A Reflective Teacher And The Classroom Environment1473 Words   |  6 Pagestaught, and behavior management have all been altered this week to fit the needs of our class. I can see myself becoming more of a reflective teacher that is always focused on if my students are learning or not. However, with several special education students and below grade level learners, the dynamics of our classroom can be challenging. Specifically, Meghan and I have been noticing a lack of motivation within the students which disrupts learning. For example, Monday during writing, several of theRead MoreReflective Individual Reflection : Level 41220 Words   |  5 PagesReflective Individual Reflection: Level 4 Starting my journey through college again was a big decision for me. Being a single parent of two children, a homeowner, and holding a stressful, full-time job left me with little free time. However, I longed to reinvent myself and find a way to advance my career. Meeting personal goals to further my education outweighed the guilt I felt, as my children were not young any longer. I decided to make advancing my education a top priority. Discovering thatRead MoreCh7 Process Management Essay4889 Words   |  20 PagesCHAPTER 7 PROCESS MANAGEMENT TRUE/FALSE QUESTIONS 1. Process management is defined as the controlling and improving of processes after they have been designed. Answer: F AACSB: Analytic Skills 2. Support processes generally do not directly add value to products and services. Answer: T AACSB: Reflective Thinking Skills 3. Processes must be both measurable and repeatable to be improved. Answer: T AACSB: Analytic Skills 4. A well-runRead MoreEvaluation Of A Team Working Activities Essay2295 Words   |  10 Pagesincremental approach towards issues that arose, preferred the delaying in the action to be taken until enough information and method of solution is obtained. Moreover the relationships that was built through the interaction made was highly valued and considered this are the best network for trust building, before dealing with the problem that is specific. In the meantime, other individuals found conform in what was exactly opposite of this, focus towards the dimensions of the issue was of utmost importanceRead MoreEssay on Critical Reflection on One Nurse-Family Interaction2294 Words   |  10 Pageshow this would contribute to your learning needs and nursing practice. Critical or significant interactions can be defined as situations that make an impression or have a special meaning to an individual. The analysis of such incidents, a useful reflective technique helps us to identify professional capabilities, increase knowledge of self and improve patient care outcomes (Lian, 2001) and lead to practice that is better informed than before the reflection (Usher et al, 2001). Critical reflectionRead MoreCustomer Driven Marketing Strategy: Creating Value for Target Customers7966 Words   |  32 Pageslife cycle. What type of segmentation does Pendergraff use? A) geographic B) behavioral C) lifestyle D) demographic E) psychographic Answer: D Diff: 1 Page Ref: 194 Skill: Concept Objective: 7-2 7) Through talking to numerous competitors at a regional trade show, you learn that most of them use the most popular base for segmenting markets. What is it? A) demographic B) gender C) psychographic D) behavioral E) geographic Answer: A Diff: 2 Page Ref: 194 Skill: Concept Objective:Read MoreCá »â€˜tmer8950 Words   |  36 Pagesand family life cycle. What type of segmentation does Pendergraff use? A) geographic B) behavioral C) lifestyle D) demographic E) psychographic Answer: D Diff: 1 Page Ref: 191 AACSB: Multicultural and Diversity Understanding Skill: Concept Objective: 7-2 6) Which of the following is the most popular method for segmenting markets? A) demographic B) gender C) psychographic D) behavioral E) geographic Answer: A Diff: 2 Page Ref: 191 Skill: Concept Objective: 7-2 Read MoreThe Values Of The Christian Tradition9036 Words   |  37 PagesIntellectual development focuses on the cognitive aspect of the human; cognitive development incorporates analysis, critical reflection, evaluation, and synthesis of knowledge of multiple disciplines. Social development focuses on the affective and behavioral aspects of the human. Therefore, social development incorporates the ability to interact and communicate with other humans with civility and tolerance. Physical development focuses on the corporeal aspect of the human. Consequently, physical development

Human societ Free Essays

The human society is a very complicated structure. It consists of a huge quantity of members, each of them with their own thoughts, emotions and experiences. The notion of â€Å"society† unifies all those members and therefore, they must correspond to the standards of that society. We will write a custom essay sample on Human societ or any similar topic only for you Order Now They have to elaborate some special mode of living, thinking, behaviour in order to be like other. â€Å"Being like all† – that’s the main motto of human society of all times. Within the complex structure of society one can be happy and rich, other unhappy and poor but everyone tries to be like the rest. But it is well known that each rule can have its exceptions. So, the human society has. There are people who are not able to find their place in the society. Each of them has his own reasons. One just doesn’t want to be like all, the other just can’t behaviour like people around him and so on. In the world literature the notion of the â€Å"outsider† has been rather often discussed. Among these discussions the view of â€Å"outsider† by Thomas Mann and Albert Camus are one of the most interesting. Tonio Kroeger in the novel of the same name by T. Mann is rather a typical outsider. So, what made him to be so? Surely, he is an artist and the real artist is always a little bit different from the crowd. But there are many talented artists which are not outsiders at all in their real life. Tonio is a lonely artist. These two words- â€Å"lonely artist† are able to explain the Kroeger’s problem. The first word is â€Å"lonely† and the second is â€Å"artist†. The â€Å"lonely† is the reason and the â€Å"artist† is the consequence. Kroeger has become an artist because he was lonely and couldn’t find himself in this life. All he can do is creating art describing the reality around him but he is not able to live in this reality. He realizes that his inability and suffers a lot because of that. Some of the events of this story must be perceived in symbolic manner because of Kroeger’s difficulties in being like other. His homosexual sympathy to Hans Hansen hasn’t to be understood as just a physical sexual expression. This sympathy symbolizes the Kroeger’s aspiration for prestige bourgeois life as Hans was the bright representative of same. Kroeger couldn’t find himself in this bourgeois life but was eager of living like his â€Å"ordinary† contemporaries. That’s why Hans attracted him. Kroeger lived in constant paradox within him. His heart was the heart of an artist but in his veins the bourgeois blood was flowing. He wanted to be as easygoing and careless as his friends but he couldn’t be so because his mind was depressed all the time by the events of the life around him and he could only describe them in his art. That was the main reason of Kroegen’s being the outsider. The main thing Kroeger had to learn during his life was that probably his outstanding skills as an artist were conditioned by his withdrawing from the ordinary life. In other words, if he had been an ordinary bourgeois personality he wouldn’t have been a gifted artist. The main reason of his unhappiness was that he didn’t want to understand that simple thing: it is not possible to connect things which can not be connected – the commonplace satisfied life and the delicate, sensitive vision of the artist. Should Kroegen understand that in time, the life would be much easier for him. But he understood that later. Perhaps, that’s the fate of each real talent – to pass through many difficulties in order to find oneself in the art. The ordinary always remains to be ordinary. It is not worth to follow it. We must follow things that we have skills for and there always will be place for the ordinary in our life – it will come into our lives by itself. But if talented person tries to overtake the ordinary or to live between the ordinary and the exalted he or she is doomed to unhappiness and misfortune. Precisely that started to happen with Tonio Kroeger. When he understood that it is not possible to find compromise between â€Å"the Dionysian† (all the passionate and emotional) and â€Å"the Apollonian† (rational and reasonable) he decided to combine them in his art and that was the unique correct decision for him. Albert Camus in his â€Å"Stranger† gives us the other notion of outsider. Meursault – a man of absurd in the world of absurd, – that’s the Camus’ vision of the problem in case. When after the first sentence of the novel -â€Å"Maman died today† follow the indifferent meditations of the protagonist regarding when died his mother – today or yesterday, we understand the Meursault is completely indifferent to the notions of time, place and many other phenomena of our real world. All along the novel new arguments prove that. Meursault lives being ruled by purely physical instincts. His life consists of a number of patterns (ways of behaviour) which he uses every day. For example, he becomes sad because Sunday came and broke the customary way of his everyday life. The heat produced by the sun when he goes back from the funeral of his mother worries him more than the very death of his mother. In other words the Meursault activities look completely paradoxical for other people, but not paradoxically for him. Camus presents in his hero his understanding of life in general and of truth in particular. To say more, Meursault believes sincerely in justice and truth. But he has his own notion of that â€Å"truth†. Yes, he doesn’t cry at his mother’s funeral. But on the other hand he never says lies. He doesn’t see any sense in acting like the rest of people. He just shows his own true emotions or indifference in each particular moment of his life. He is independent in the full meaning of this word. He doesn’t believe in God, he lives by his own motives. Society tries to find some meaning in his behaviour but all in vain. It is not possible to find sense in absurd. Otherwise, it will not be absurd any more. Thus, Meursault embodies the Camus’ notion of so-called â€Å"relative truth†. That is not all society’s truth but the truth of one person. Yes, he guns down the Arab but he believes in justice and doesn’t try to avoid it. Certainly, it sounds terribly but that is Camus’ absurd vision of the truth. On the one hand Meursault’s activities are horrible as that his â€Å"relative truth† makes a lot of harm to other people but on the other hand he is not eager of making harm to anyone, he never lies, he is just living his own life which is right to his opinion. This difference between Meursault’s truth and society’s truth makes Meursault to be the outsider. He can’t understand the sense of the society’s existence (to say it more exactly – he doesn’t even want to understand it as it is not important for him) and the society, in its turn, can’t find out any meanings in the mode of Meursault’s life. Nevertheless, Meursault has learnt his lesson towards the end of the story. When we see him sentenced to death it is already possible to speak about â€Å"new† Meursault. It doesn’t mean that he has completely changed his moral perception. He still doesn’t believe in God and is sure that after death there is nothing but non-existence. But he started using his memory what he has never done before. He remembers his father and understands all the â€Å"advantages† of human memory. He had never resorted to his memories and lived only following his physical impulses. When being in prison he understood how good it can be – to remember something that has happened once. Meursault starts to distinguish the past and the future. His imagination and feelings work like they never did before. He realizes that both imagination and feelings (spiritual, not physical feelings) are rather useful in regular life. Only in prison he begins to perceive each new day like a gift (as there were few left before his death penalty) without classifying them in days which are good and in days which break his customary way of life. In other words he began to understand that his life was not as correct as it seemed to him before. But he started to understand that too late when his life was going to be cut by those who haven’t managed to find some meaning in his life. Both Tonio Kroeger and Meursault realized the mistakes of their existence. Kroeger understood that he was unable to learn living like other people because the problem which was, by the way, created by himself was already too significant and complex for him and he had to find some area in which he could get rid of that immense moral tension. That area became his art for him. Meursault couldn’t change his life because he was already sentenced to death for the actions of his previous egoistic â€Å"self-life†. These two protagonists are similar in this respect as they both realized the necessity to change their lives. Nevertheless, there is a clear difference in â€Å"being outsider† between Kroeger and Meursault. Kroeger was a brightly expressed outsider as he couldn’t find himself in his society and that was hurting him a lot. He really was out of society’s side. He crossed successfully with the society within his professional skills only when he was describing that society in his works. As to the commonplace reality- he was an unhappy man. Meursault, contrary to Kroegen, represents another type of outsider: â€Å"outsider within society†. Meursault was the member of society and that’s why society was astonished by his behaviour. He was a stranger within society and that made his activities paradoxical. Kroeger experienced pain because he was outsider and the society didn’t care a lot about it. Meursault didn’t suffer a lot because of being outsider – but society suffered because of his activities. Speaking about the outcomes made by each of these two protagonists it is necessary to say that Kroeger’s conclusion was more successful than Meursault’s. Kreoger found the decision of his problem in his art and Meursault had not already time for the correction of his mistakes as he realized them under the threat of guillotine. Being outsider means to not coincide with the public’s opinions and norms of life. T. Mann and Albert Camus showed us that the notion of the outsider is poly-semantic. Tonio Kreoger and the stranger Meursault are both outsiders but each in his proper manner. Kroeger is an â€Å"outer outsider† (he wants to be within the society being like all) and Meursault is an â€Å"inner outsider† (he doesn’t feel himself to be outsider but the society consider him to be so). Regarding Mann’s story it would be helpful to conclude that it is not worth to follow the common opinion and try to be like all. The most important thing is to preserve the skills and the lofty given to you by the nature. As to the Camus’ novel, it is possible to learn from it that being honest only for oneself is not enough, it is also necessary to thing about the society you live in and that one’s notions of truth are not always common for all. The society was created by people precisely in order to find the compromise between different people’s opinions. Both Kroeger and Meursault have become outsiders by themselves. The conclusions they have made from their mistakes are rather consoling. So, hope that Mann and Camus’ novels will serve as good examples for many for not being an outsider in the future. How to cite Human societ, Papers

Armenian Genocide Essay Example For Students

Armenian Genocide Essay Why was the Armenian Genocide Essay Forgotten? GENOCIDE By definition genocide is the organized killing of a people for the express purpose of putting an end to their collective existence (Websters dictionary). As a rule, the organizing agent is the nation, the victim population is a domestic minority, and the end result is the near total death of a society. The Armenian genocide generally conforms to this simple definition. FORGOTTEN The Armenian genocide is a hidden, almost lost part of world history, pretty much eclipsed by the more publicized genocide of the twentieth century, the Holocaust. The question is why. I could take a poll of this room and I am willing to bet that 95% of the students have ever even heard of the Armenian Genocide and those who have couldnt tell me more than a couple sentences about it. This is pretty scary, considering the statistics of the Armenian Genocide. OTTOMAN EMPIRE The Ottoman Empire was ruled by the Turks who had conquered the land from across West Asia, North Africa to Southeast Europe. The Ottoman government was based in Istanbul and was headed by a sultan who was given absolute power. The Turks were Islamic and were a harsh disciplinary civilization. The Armenians, a Christian minority, lived as second class citizens subject to legal restrictions (Graber 119). These restrictions denied them normal safeguards. Neither their lives nor their properties were guaranteed security. As non-Muslims they were also obligated to pay discriminatory taxes and denied participation in government. In its prime of the sixteenth century the Ottoman Empire was a powerful state. Its minority populations really benefited with the growth of its economy, but by the nineteenth century, the empire was in serious decline(Graber 121). It had been reduced in size and by 1914 had lost virtually all its lands in Europe and Africa. Although the Turks continued to deny that there was a systematic plan to exterminate the Armenians in fulfillment of a pan-Turkic ideology the events that took place contradict their actions. Three related actions by the Young Turk government diminished the possibility of Armenian resistance(Donald Lorna Tourgan Miller) First those most capable of defending their towns and villages had been drafted and were serving as loyal soldiers of the Ottoman army to fight WW1. By the early part of 1915 the Armenians were disarmed. Also many were put into jobs to work for the war with jobs such as to build roads, and pack war supplies. They were so poorly fed that many dropped from hunger and exhaustion. It soon became evident that the goal was to work the Armenians until they did drop. With almost no exceptions those who did not die from exhaustion at work were taken in groups of fifty or one hundred and shot. Even more horrid than that was they were forced to dig their own graves then were shot and thrown in like old rag dolls doscarded by a child who has no use for the lifeless doll. A second step to secure that the Armenians resistance was reduced was the Turkish took controll of all guns owned by Armenians. The confiscated guns were then photographed and presented as evidenceof Armenian rebellion. These photographs created a political reason that legitimized the inhumane actions that were taken againts the Armenians. When the word genocide is perceived the thought of the Jewish holocaust is what usually comes to mind. Hitlers war against the Jewish population was well published and placed in the eyes of almost all. Yet what of the American and Cambodian genocide. These nations had fallen into the same hell on earth but no one spoke of the horrors that lurked in their everyday life. Before the genocide of 1915 more than 2 million Americans lived in Turkey today only about 60,000 still remain. Historical Armenia covered an area of about 100,000 square miles including parts of what are now the republics of Armenia, Azelbaijan and Georgia. Not only were the population decimated but thousands of Armenian churches, monasteries and monuments were also destroyed in eastern Turkey. Across the border the Republic of Armenia, now about one tenth of the size of historical Armenia, being land locked and isolated from natural resources its fight for its economic life. There had been problems between the Turks and the Armenians but a pattern of extermination was not yet established. As the events of 1915 unfolded most of the Armenians were unaware of a centralized plan of genocide was in process. But by the end of the decade a mere handful of Armenians remained. Although the Turks continued to deny that there was a systematic plan to exterminate the Armenians in fulfillment of a pan-Turkic ideology the events that took place contradict their actions. Three related actions by the Young .