...Do you know how to communicate effectively with different communication styles? AB221: Customer Service “The Impact of Communication Styles on Customer Services” When we think of communication styles through customer service what immediately comes to mind is spoken words (tone or language), body language (cross arms or stance), engagement and professionalism. But that’s not all that communication styles entail. Customer Service is built on a foundation of communication, acknowledgment and response. (Everson 2007) It’s important to understand how to deliver effective customer service to internal and external customers. Though do we really understand the communication styles that we relate to more effectively, is the question. There are three basic communication styles that a customer service or consumer might fall into, they are the following; (Gibson 2008/2012) Aggressive- poor listener, sarcastic, know it all and loud. Passive- hesitant, allows others to make decision for self, self-effacing and low tone. Assertive- active listener, confident, fair/just and attentive. Once we have been able to identify the category we fall into, we also can learn to adapt to the other communication styles. This will allow for us to understand on how to be more assertive on handling the flow of communication, whether it’s via the phone, in person, through email or mail. Remember our goal at the end is to provide a perfect product, providing friendly and delivering effective resolution...
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...number eight for “streaming itself into a $9 billion powerhouse” with 20 million subscribers. This success shows how he embraced a business approach where their mission was to take the troublesome experience of everyday consumers and transform them into a business opportunity. Hasting previously owed a company named pure software but later on sold it and get complete focused on Netflix. This report differentiates the leadership styles used by Hastings in Pure software and in Netflix. It also focuses that communication, conflict management styles & feedback play an important role for Netflix to be one of the successful company. Table of Contents Introduction1 Hidden principles and facts related to Hastin1 Recommendation for Netflix to increases delivery services7 Analysis and leadership paradigm7 Hastings Big Five model of personality leadership traits 8 University of Iowa leadership styles 9 Power, organizational politics, networking, and negotiation 10 Conclusion11 References 12 Introduction Netflix is a video streaming and DVD rental service that is widely used by 23 million people worldwide in March 2012. (Statistics Brain) Originally in 2005 Netflix was predicted to fail and it has since proven stock analysts wrong in that it has taken the world by storm. Reed Hastings is the founder and CEO of Netflix that brought it to its rising success as a video streaming industry leader. Hastings built the company with a hard-driving and risk-taking culture...
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...a position in the customers‟ mind that whenever they heard the name of Bata, a footwear with high quality comes into their mind. Bata has been serving its customers with wide assortments of products for about five decades and doing it successfully. It is very difficult to identify the customers‟ class of Bata Shoe Company. Bata touches almost every social class possible. Bata meets the footwear demands of the higher class and lower class simultaneously. However to stay closer to the customers, Bata shoe company undertakes an assessment of the customers at a regular interval. Bata desires to fulfill the ever changing customer‟s needs, and to do so the outcome of the customer assessment plays a significant role. Here the similar study undertaken with a permission of Bata Shoe Company to get the feedback from regular customers. The questionnaire is taken from Bata shoe company Bangladesh ltd to conduct the survey among the regular customers. This study is the analysis of customer satisfaction of Bata Shoe Company which will help to analyze the customers‟ level of satisfaction with Bata products and stores. This study will try to compare Bata with other competitors in footwear industry. It will help to get the knowledge of customers‟ overall shopping experience at Bata shoe stores. 1.1 Background of the Study Bata Shoe Company is the market leader in the footwear industry since its operation in Bangladesh. The name Bata achieved such a position in the customers‟ mind that whenever...
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...paper, we shall discuss the role of leadership and how it can impact organizational performance, Mulally’s leadership style at Ford and how goal setting has helped Ford improve performance. Ws shall also assess Mullaly on each element in communication openness and the effectiveness of his leadership style and conclude by making recommendations on whether Mullaly should continue with his leadership style or use a different style. The Role of Leadership and How it Can Impact Organizational Performance Leadership is very vital to any organization or business; it guides people towards productive results and aims at achieving the goals of an organization. An effective leader is able to motivate and influence followers when there is a proper alignment between the leader and subordinate. Leadership has been recognized as a major factor in project success and charismatic transformational leadership has a substantially positive effect on organizational performance. (Huang, Hsu & Chiau, 2011) Leaders induce change in organizations through their actions and individual strength which impacts the organization’s performance. Leaders have as role, to take the organization to the most successful level. If a leader does not perform the role he or she is supposed to play, morale and performance of the organizational can drop drastically. Organizations need a higher level of leadership to survive and prosper. A leader can impact...
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...factors relating to the employment relationship. Different conflicts such as abuse of power, goal incompatibility, external factors, unreasonable expectations, psychological breach of contract, rogue leaders and management style. A conflict between an employer and employee will be focussed on to determine the reasons behind why the conflict occurs. This certain conflict will be examined from a broader view. A broader view meaning that the particular organisation in which the conflict is taking place will have to be explored. This exploration will view the organisations culture, structure, values and overall ethos. The reason for this is so that the type of work this organisation carries out can be looked at as a possible factor for the reason why the conflict has taken place. Furthermore after focusing on this conflict, recommendations will be provided to help avoid this particular conflict in the future. The Organisation and the Conflict The organisation in which the conflict has taken place between the employee and employer is Vodafone, This particular Vodafone store is located in The Bullring, Birmingham. Vodafone is a British multinational telecommunications company, which sells products and services to the general public. The products and services are mainly mobile phones and mobile phone accessories. In an organisation such as Vodafone the employees are driven to make sales. The phone or otherwise called the telecommunications industry is sales focused. Therefore...
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...Business Writing Portfolio Name Professor Name Class Number and Title University Name December 11, 2000 Part I - Communication and Collaboration Strategy Step 1: Identify the target audience. The audience for the business letter includes Store Managers. The audience for the business memo is store employees. The audience for the e-mail message includes retail customers and the public. Step 2: Identify the communication types that will be used. For the Store managers, a business letter will be used. For Store employees, a business memo will be used. For retail customers and the public, an email message will be used. Step 3. Identify the appropriate communication styles for each audience. For the store managers, using a business letter, the style will be formal. For the store employees, using the business memo, the style will be persuasive. For the retail customers and the public, I will spin the message to the advantage of the store, while making them feel that they are not losing anything. Step 4. Write the communication. Step 5. Read and rewrite, as necessary. Step 6. Put it aside for a while. Come back to it and, if necessary, rewrite again. Step 7. Distribute message to recipients. Part II – Portfolio Item #1 – Business Letter John Doe 5555 Deer Way Anywhere, Anystate Anyzip December 11, 2009 Store Manager Store Name Store Street Address or PO Box Store City, Store State Store Zip Dear (Name of...
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...Understanding Organizational Change Michael Kelly Grantham University 1. What are certain critical HR functions should remain internal to the organization? HR practitioners must be more than an administrative arm of an organization and be increasingly involved in enabling growth, productivity, and profitability. HR practitioners are compelled to assume business and consulting roles, aside from transactional functions such as compensation and benefits administration or routinary recruitment. Companies also have to focus on employee retention in order to maintain their customer base and ultimately deliver quality service and attain a return on investment (ROI). Further, HR practitioners need to reach out to a more diverse and young workforce with a continually changing value system that affects their work ethic. Other challenges include acquiring new technologies, which calls for new skills, and adopting to changing social values such as better quality of life in less time, less loyalty to the company, or higher pay for less hours of work. Employees’ need for work-life balance has become more pronounced, challenging HR and management to find appropriate motivators for today’s employees. All of these challenges will only compel HR practitioners to intensify their search for the right people and to take on new roles to be able to retain them. As knowledge capital becomes one of the critical success factors for corporations, the search for the best and the brightest will become...
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...Introduction The purpose of this essay is to understand the term of organistion and how it is important in forming a business. Moreover, it also describes the organisational behaviour, which means how people behave in an organisation, and why it involves a major role of within the organisation in general. Furthermore, why organisation is essential for every business and how it can make the company successful in the business area. What is more, it expresses why people need to study organisational behaviour and how it is important to a certain extent for every business. In addition to this factor, it compares and contrasts different organisational structures and cultures which have a great impact on culture as well as performance. This essay concludes by presenting how different types of leadership styles stand in both organisations and their effectivness. Marks & Spencer's background The company of Marks & Spencer is a well-known retail store in the UK with 21million people visiting each week. The profitable UK company, Marks & Spencer, operates over 600 stores in the United Kingdom employing over 75,000 people in the UK and abroad with the support of 2,000 suppliers globally. The largest store is located at Marble Arch on London's Oxford Street. Moreover, stores range from the large out of town and flagship stores of over 100,000sq ft, to simply food stores of around 7,000 sq ft. It is true that Marks & Spencer is a number one provider of womenswear and lingerie in the UK and market...
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...Aspray, Mayadas, & Vardi (2006) globalization has resulted in billions of people joining the free-market world, and dozens of countries joining the World Trade Organization. This trend has produced a world where not only goods are globally tradable, but so is labor, which can be sent over a wire rather than physically relocated. Vales (2007) stated that the future may be hard to predict, but may not be hard to prepare for. Insurers are in close encounter with the tough new business, investment and regulatory environments that are emerging from the financial crisis. The article continued to state that the insurance industry however, also faces far broader challenges. Demographic shifts, the rise in power of the emerging markets and changing customer behavior will all help shape the sector’s longer term future. Insurers who can anticipate and plan for change can create their own future. Others who are “fast followers” will need to be agile enough to recognize the leaders and adopt similar strategies. White, (2009) wrote that many factors are contributing to the increasing diversity in the workplace, factors such as the rising numbers of immigrants, mergers or joint ventures with companies in other countries, the rising use of temps and contract workers, and the increasing globalization of business are a few of the forces making the workforce more diverse on a daily basis. White (2009) continue to state that because of this rise in diversity, human resource personnel are scrambling...
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...Complement the Marketing Concept May-14-14 11:57 AM Marketing Concept- a philosophy that says the firm should co-ordinate all its activities to satisfy its customers whole achieving its own goal Marketing Mix- a set of controllable, tactical marketing tools that consists of everything the firm can do to influence the demand for its product. These can be organized into four sets of variables; product, place, promotion, price Consultative Selling- an approach to personal selling that is an extension of the marketing concept. Emphasis is placed on need identification, need satisfaction, and the building of a relationship that results in repeat business Transactional Selling- a sales process that most effectively matches the needs of the value-conscious buyer, who is primarily interested in price and convenience The major features of consultative selling are as follows; 1. The customer is seen as a person to be served, not to be sold a. NEED DISCOVERY 1. The buyers needs are identified through two-way communication (key for sales person to learn about the needs of the consumer as much as possible) a. SELECTION OF THE SOLUTION 1. Helping the buyer make an informed and intelligent buying decision adds value to the sales process a. NEED SATISFACTION PRESENTATION 1. Emphasizes service at every phase of the personal selling process a. SERVICING THE SALE The Evolution of Strategic Selling Strategic Planning- the process that...
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...Leadership Jessica Amaya Dr. Sergei Andronikov Bus 322 August 23, 2014 This essay is to explore how leadership, teambuilding and communication affect in an organization. The company I chose to write on is the company I have previously worked for, Wegmans. Addition to this to the organization I will also examine traditional, contemporary, and emerging leadership which will indicate the most appropriate leadership characteristics as leadership style and interpersonal forms of power, and how they impact organizational performance. Then analyze the organizational stressor that impacts the organization performance. Then last I will finally discuss the critical elements for effective group and work team performance to develop an effective team or work group within Wegmans. We are all motivated to learn and excel in different ways. There are numerous types of leadership as well, and it is encourage utilizing one's individual style to develop individual leadership skills, critical thinking, problem solving, and self-advocacy. What are good qualities of a leader? We all may think such as our past leaders being "charismatic," "strategic," and "heroic," but what makes them a strong leader? Successful leaders must influence others in the workforce or team. They overcome and see past what's in hand at the moment and seek long-term goals. They have a great relationship with others to have positive outcomes. In Wegmans I seek a transformational leadership, leaders who have a clear...
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...for guidance on completing the discussions and assignments and submitting them for grading. Instructors must remind students to retain all handouts and assignment documents issued in every unit, as well as student-prepared documentation and graded deliverables. Some or all these documents will be used repeatedly across different units. Unit 1 Assignment 1: Effects of Routing on Current Communication Methods Used by Organizations Learning Objectives and Outcomes * Explore the effects of routing on current communication methods used by organizations. Assignment Requirements The Johnson Company provides networking components and services. It sounds simple, but management knows it takes a lot of planning to get it right. Retail product and service businesses operate in a crowded market. There is intense competition for customers. Today's businesses have found that the pursuit and retention of customers is the primary goal and Johnson is concerned that their methods are too antiquated to keep them competitive. Currently, Johnson used analog phone lines and takes all customer orders by...
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...Introduction This assignment is based on the strategic management and leadership and it is discussed about the McDonalds. There are different types of skills such as personal skills and professional skills and as a manager it is required to have both types of skills to achieve personal goals and professional goals. From this assignment it is identifying the company strategic goals and the required personal and professional skills to achieve those strategic goals. Same time it is mentions the learning styles of those skills and evaluates the skills. It is mentioned personal development plan including budget reports, resources and time framework. It is important to evaluate the developments and the progress of the skills and it is able to use several methods to evaluate. There are several impacts from the self learning and it is affected for the strategic goals achieving. Therefore it is discussing all these areas based on the McDonalds case study and it is significant to get a clear idea about the skills of the individuals. Task 2 2.1. Personal skills audit evaluating strategic skills needed to meet current and future leadership requirements According to Boselie et al. (2005:4) there are different types of skills which should have with an individual and it is supports to perform in the business. Therefore it is required to have personal skills as well as professional skills to perform in the job. As a manager it is significant to have leadership skills with him and it supports...
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...it the worst year in its history. But when the car industry went into what seemed like a death spiral during the global recession, Ford resisted taking the federal bailout and vowed to show the industry that the brand was built for toughness. Discuss the role of leadership and how it can impact organizational performance. “Leadership is commonly defined as establishing a clear vision, communicating the vision with others and resolving the conflicts between various individuals who are responsible for completing the company’s vision”(Media & Vitez, 2009). Traditionally there are four different leadership styles that suit the follower and their willingness; the telling style in which the leader gives specific directions and supervises closely, the selling style which helps builds confidence in the follower by the leader providing direction and encouraging two-way communication, the participating style in which the leader encourages followers to share ideas and facilitates the work by being supportive and helpful to employees and lastly, the delegating style in which the leader turns over responsibility for making and implementing decisions to followers. The appropriate leadership style depends on the level of follower readiness (Hellriegel & Slocum, 2011). The most effective leaders are those who can competently organize...
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...DEPARTMENT UNIT: HPS 2405: MANAGEMENT OF CUSTOMER SERVICE (45 Hours) PRE-REQUISITES : None * Instructor: Thomas Makungu Meets: Monday 1400 to 1700 Hrs AB4 006 Main Campus Contacts: E-mail: thomas.lecture@gmail.com Phone: 0722 393 653 Office Hours: Monday - Wednesday- 0800- 1700 Hours. Course purpose This Course will equip Students with the skills required to confidently manage high levels of customer service. Students will look at different types of customers and the ways in which they behave. It will give enable them to be able to solve difficult situations and manage awkward customers. Learning Outcomes This course will provide the student with the following: * An understanding of what customer service involves * A knowledge of customer service culture * Basic customer communication skills * Knowledge of customer service and behavior * Skills for handling customer problems Course Description Essential elements of customer service, development of customer oriented culture in purchasing and Supplies functions; customer sourcing and identification of their needs; identifying products/services offered by customers; effective point and means of serving customers; after sales service to customers; ethics and customer service; effective communication and customer service; bar coding and delivery of product/service to customers; measuring customer satisfaction; handling of difficult and hostile customers. Teaching Methodology Lecture, problem-based...
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