...The purpose of this survey is to measure customer satisfaction it to see where company stand in this regard in the eyes of its customers. Customer satisfaction is the state of mind that customer has about a company, and its products or service when their expectations have been met or exceed. This state reflects the life time of the product or service experience. The customer satisfaction surveys are developed to provide understanding of customer’s expectations and satisfaction’s. When we talk about customer service and or satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on in the process of conducting the everyday business. We talk about how, or rather what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the transaction both in the short and long term. We want to know what our customers want. We want to know if our customers are satisfied. Satisfaction, of course, means that what we delivered to a customer met the customer’s approval. We want to know if customers are delighted and willing to comeback, and so on. I used to work for hospitality industry for myself, and one of the most important things you know to make sure to meet your all customer’s requirement. By looking at the problem in this case is same thing that management needs to step, and come up with plan to solve that problem, or it may hurt their business so badly. They need...
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...SHRADDHA RAM BHOIR Work experience: - 3.5 years + 44 Charles Street, Toronto, M4Y 1R7. Phone: - 705-795-6438 Email: - shraddhazen@gmail.com CAREER OBJECTIVES AREAS OF EXPERTISE A team player, with a commitment to customer service, who possesses a long track record of working in various administrative roles with good computer Skills and the ability to communicate confidently at all levels. I have a highly Organised attitude, plenty of initiative and a genuine desire to contribute to the ongoing success of an Organization. Along with being immediately available, I also have a strong background in general administration and logistics sector (Supply chain) with experience of working within a customer focused company. Customer Service Right now I am looking for a key support role, which provides plenty of Variety, and where I will have responsibility for the administrative processes within the Office. CAREER HISTORY Georgian College Book Store Customer Service Supply Clerk (Cashier) (Aug 2015 – Jan 2016) • Handled the cash register, POS system, recorded and completed charge slips for credit transactions. • Provided frontline customer service to students and customer regarding study materials, offers and discounts and other services. • Assisted customers in locating their choice of books with the help of Win Prism inventory system data. • Ensured shelves were stocked and maintained a clean work environment. • Placed the book orders for customer upon...
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...Customer Service/ Senior Gas and Electric Advisor • Proactively communicate with other departments regarding incomplete transactions and discrepancies • Analyze customer transactions including enrollment, usage history, billing inquires and refund request • Successfully submit gas emergency order such as leaks, no gas complaints, fires and explosions • Analyze records and accounts regarding debt investigation and disputes • Submit customer emergency electric request such as outages, temporary reconnect/disconnects electronically to CR / ERCOT for review and processing • Ensure that all accounts are properly documented for future review • Work with team members and experts to simplify work load and call flow • Strategized tactful problem solving problems techniques in order to maintain a controlled work environment • Meet required goals in a timely manner with the use of company guidelines • Follow up with accounts until the case is closed pertaining to the subject matter • Manage a constructive and professional attitude in order to motivate others • Assist management in revamping the emergency leak process and procedures • Ensure all customer service representatives are properly trained in submitting all emergency gas orders • Ensure all customer service representatives are properly trained on all electric processes and procedures Chasecom Houston, TX 03/2000 -01/2005 Customer Service Sales Administrator • Track and entered all sales information ...
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...This leadership essay will define discovery skills described by using traits and qualities in a leadership role. The different leadership models discussed shows how techniques reinforce the importance of having a shared general goal based on different explanations. Leadership models are guides to show you the different leadership behaviors to use when dealing with specific work related situations. To best understand the different leadership models, graphic representation is used to visually show the different behaviors. Leadership is about behavior, an observable set of skills and abilities. Many individuals associate leadership with one person leading or taking the lead and others follow. There are four things that stand out and make effective leaders. The first is in order to lead one must be capable of influencing others. Second the leaders must have individuals who are willing to follow. Third leaders tend to take the lead when there’s an issue or problem to solve. Lastly, successful leaders have a great understanding of what they want to achieve and how to get it accomplished. Hence, leaders are individuals who are able to look outside the box and take action in non-routine situations. As effective leaders they try and persuade the actions, approach, and values of their followers. Being a leader of this sort is shown as personal and comes from the traits and qualities the leader currently holds. The traits and qualities possessed by leaders can also be linked to other...
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...11. Demonstrating Communication Skills: Giving and Receiving Criticism Throughout a supervisor’s career, he or she will be expected to critique an employee’s performance and provide feedback. In addition, he or she will be the object of criticism, both in job performance and the way in which he or she responds to the employees. A supervisor may feel that it is only the intent of the message that matters, but proper delivery is important as well (Chambers, 74). A good critique must be necessary to the employee’s performance. It should be noted that it is a waste of time to criticize factors that are not important to the job. This evaluation should also be fair and positive and intended to improve one’s job performance. This communication should be tactful, fair and kept in a positive light. The supervisor should also be able to receive criticism. He or she should remember that these comments are intended to improve performance and to help develop a better relationship with employees. Developing Effective Listening Skills A supervisor needs to be an effective listener. In order to be effective, one must want to be effective. The first suggestion for improving this skill is to engage in active listening practices, such as repeating the information in order to confirm understanding (Chambers, 162). One might also want to time the discussion so that it takes place during the peak of the day’s energy (such as first thing in the morning). Most importantly, an individual with good...
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...job description as well as provide the management with a better and sound criteria for promotions. Similarly, promotions will not only be based on seniority but also on the basis of the skills acquired from the formal training. Therefore, as a training and development coordinator I had to come up with a detailed formal training plan that will address new employees, current employees, and managerial staff. This comprehensive plan encompasses a needs assessment criterion to be carried out beforehand, training content development, determination of content delivery method and hiring of a trainer/consultant. Training and Development Plan Role Definition As the head of this department, my task is to oversee the development of our organization’s intellectual property with the help of other Human Resource Development Professionals. These professionals will be involved in needs assessment to aid in the design, development, delivery and evaluation of the formal training process. According to Rae (1997), by training managers and employees, HRD supports performance management to a great extent. The HD department shall work with the following professionals which shall undertake under-defined roles. Facilitator Generally responsible for facilitating learning and presents information to the learners. They provide feedback to learners, developers and designers. Developer Generally develops training content and also responsible for briefing the trainer (train-the-trainer sessions) of...
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...products such as shelving systems allows variety to be extended even further from a few basic component parts. These components can be assembled together (by the customers) in different ways to offer an almost infinite variety of combinations. However, as far as the variety of service is concerned, it is relatively narrow. Most products are sold in cartons, customers are left to make their own decisions without interference from sales staff (though advice is available if requested), and even when ordering special products the staff only take down the order in a standardized form. The checkout operation, where customers pay for the goods, is also highly standardized, with everyone going through exactly the same sequence of activities. Even delivery to the customers’...
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...------------------------------------------------- | | Ashley MetzPhone: 509-294-0816E-mail: ashleysuemetz@outlook.com | | SkillsMotivated, personable customer service professional with 4 years’ experience. Talent for quickly mastering the job at hand with zero discrepancies. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive and confidential records. Demonstrated history of producing accurate, timely reports. Delivered the highest quality customer satisfaction. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrives in deadline-driven environments. Excellent team-building skills. Willingness to add on collateral duties and maintain quality of work with everyday tasking.EducationWhitworth University (B.A. in Liberal Studies: Program Management) * 2014 – Current Student * Current GPA: 4.0/4.0 * Completed 3 Semester HoursAshford University (B.A. in Accounting) * 2011 – 2013 * GPA: 3.40/4.0 * Completed 60 Semester HoursMead Senior High School * 2005-2009 * Diploma, Graduated with Honors, 2009 * GPA: 3.3/4.0Professional ExperienceAR Clerk / Customer Service Representative (August 2013 – Current)Solid Waste Systems (6515 E Nixon Spokane, WA 99212) Communication: Reports / Daily Transactions * Daily reports to inside sales of deposits made for the day. * Submitted weekly sales reports to outside sales as well as company managers. * Revised...
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...Organisational Behaviour Queen’s Sport Staff Motivation Is Staff Motivation part of the Organisational Culture at Queen’s Sport? Do management of Queen’s Sport understand the factors which motivate their employees? By Frank McCusker January 2012 Table of Contents 1. Introduction and Literature Review 1. Introduction 2. Literature Review 2. Research into Staff Motivation at Queen’s Sport 1. Is there a culture of staff motivation within Queen’s Sport management? 2. Do employees recognise the importance staff motivation and do they believe there is a culture of staff motivation at Queen’s Sport? 3. What motivates Queen’s Sport employees to work? 4. Do management recognise the key motivating factors affecting their staff? 3. Results and Linked Theory 4. Conclusions 5. Bibliography 6. Appendices 1. Introduction and Literature Review 1.1 Introduction Ensuring staff are motivated is a fundamental objective of any organisation, and should be firmly cemented within the management culture of that organisation. Wiley (1997) points out that in order to improve productivity employers must understand what it is that motivates their employees. In today’s challenging economic climate organisations more than ever are being asked to perform...
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...timeline) How much planning has to be done. Client Reference list- portfolio containing letters & notes from couples Portfolio- photograph album or CD-rom presentation of weddings/events worked on and references from former clients//sample timelines, wedding notes. Website containing information as well Preferred vendor list- lost of photographers, bakers, caterers, DJs, bands, florists, travel agents, reception sites, rental equipment companies, limousine services, bridal salons, and tuxedo retail stores. Only suggest 1 vendor at a time. Notepad- wedding date- first item of business; where ceremony & reception will take place; couples thoughts & wants for wedding. Personal Qualities- Good Personality- combined with level head. calm & tactful when client emotions boil. Good listening skills- always focus on what bride wants. help create brides perfect day. Planning sessions in beginning are extremely important. Develop “sixth sense”- read people & take cues, “blame me”- brides and moms blame you when something must be done. Personal Traits- Do I like People? Am I good at verbal communication? Am I good at communicating through writing? Am I a good listener? Do I remain calm, cool and collected when emotions and tempers flair or when something goes wrong? Do I welcome a good challenge? Am I a effective trouble shooter and problem solver? Am I diplomatic and good at mediating disputes? Am I detail-oriented and well organized? Am I good at budgeting and handling money...
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...Developing Yourself as an Effective Human Resources Practitioner The HR Professional Map It is the map that directs the HR Professionals at each level (generalist or specialist) to figure out what they need to do so as to deliver correct output at whichever stage of their career they are working at. The map is a threshold set for the individuals exhibiting HR excellence. It describes the knowledge and activities as well as the behaviours that are absolutely needed for the smooth running and functioning of HR activities, both present and also in future. The map is ever-evolving so as to combat the ever increasing needs of this profession. The HR Professional Map is divided as follows: Core Professional Areas: The centre of the map enfolds two main professional areas which are relevant and related to all the people in the HR profession irrespective of the position or the level these people work at. These two are, namely, - Insights, Solutions and Strategy: relates to the need for a successful HR professional to present and develop strategies and solutions based on a firm understanding of the business; it’s internal environment and its external challenges. It also demonstrates the profession as a recognised business discipline with people and the organisation at its heart. - Leading HR: is defined as providing ‘active, insight-led leadership: owning, shaping and driving themselves, others and activity in the organisation’ (CIPD). Great leaders can be found across three main...
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...Background of the study: Tesco PLC is the third largest retailer company in the world by the profit margin and they are well known for the grocery and the merchandise activities. The headquartered of the Tesco is in the UK. They are increasing their image in the market through their efficient supply chain management. They want further improvement in this sector (Chiron, 2011). Supply chain is the systematic and organized way of delivering the product or service from the supplier or the manufacturer to the final customer where the raw material become finished product to met the customer demand and need. Mainly supply chain activities are the summation of the transformation of the raw elements or the buying products for further sale to the finished product involving the organization, people, activities, and the resources and the delivering the product to the desired customer (Chopra, 2014). Buying, selling, management and processing all are the part of the Tesco Company and also the supply chain section. Supply chain management is the collection and the interrelation of the several departments that help the organization to be specialized and efficient. The interrelation is the basic process of continuing the information through the company. Plan of the improvement in supply chain of Tesco Company: For the further development of the Tesco the company is trying to get the plan about the supply chains as the dynamic and changing environment of the business force the company to...
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...this type of selling situation, one may rarely interact with the end-user of the product. b) Selling to institutions: It deals with companies dealing mainly in non-consumable products such as office automation products, paints, or big air-conditioning plants. Usually, the institutions are the ultimate users of these products, and not an individual customer. An institution has its need that is different from those of an individual. c) Selling to a franchise network: It is the most common kind of selling in the service industry. This selling operation may appear to be similar to a distribution network, but selling and managing a franchise network is totally different. The reason is that by and large the actual service delivery and the real execution of the services are done at the franchisees end. 2. INTERNAL...
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...REAL LIFE EXAMPLES CHAPTER-1 ARTICLE: “Turn Yourself into an Office Diplomat”, Bloomberg Businessweek LINK: http://www.businessweek.com/managing/content/feb2011/ca2011023_927507.htm At a formal brainstorming session I once attended, the team leader started by pointing emphatically to a sentence on the whiteboard: "The word 'no' is not allowed." That simple rule helped to explain why innovation thrived at the company and also demonstrated the leader's tactful and motivational style. By being open, listening to others with respect, and seeing the value in what they had to say—vs. shooting down ideas—she fashioned herself into a great leader and a true office diplomat. We've all observed managers with a knack for making people feel included, gently persuading others to cooperate, and generally inspiring others. Today's most sought-after leaders never stopped displaying these qualities during the recession. Poise, transparency, and tact will also help any job seeker. Are you up for the challenge? Here are some suggestions. Keep an office diplomacy reminder. Place in plain sight something that makes you think kindly of your workers: perhaps a photo of you and your team at a company picnic. Or simply slap a sticky note that says "tact" on your desk or create an empty folder on your computer's desktop and name it "Be Genuine"—whatever it takes to keep you mindful of the importance of interpersonal intelligence. Don't focus on being right; focus on being receptive. Embrace differing...
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...Literature Review -- The Trend of American Pop Music From 1990s to 2000s As the development of globalization, we are getting more and more things from abroad, music, especially American music is a part of which. The United States has produced many popular musicians and composers in the modern world. Beginning with the birth of recorded music, American performers have continued to lead the field of popular music.This article is meant to give you an introduction and explanation of how the American pop music has been developing from 1990s to 2000s and why there is a trend like this. 1. Blues and Jazz Due to the immigration and population movements in history from 18th century to the peak time 1940s, millions of black man was moved or moved out of Africa to American to be cheap labours. During the movement, black music was brought into America and originated jazz and blue genres. 1.1 Blues Black slaves and their descendents created blues while they can adapt chasing and field shouters, turning on their passionate, because of which, blues has a free form as call-and-response vocal music, without the accompany of rhythm music. Led by Robert Johnson, Johnny Winter and many seniors, Bob Dylan is no doubt a representative. His works embodied folk, rock, Blues Retro and many factors. The narrative lyrics and sincere emotion made him popular till now. Moreover, in 1990s,Ben Harper's folk blues style,which actually brought people on the dance floor in small bars, was expressed...
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