...INTRODUCTION 3 2. PROCEDURES 3 3. FINDINGS 3 3.1 Customer Service Standards 3 3.2 Identifying and meeting the expectations of key customers 4 3.3 Maintaining Customer Aftercare 5 3.4 Obtaining and monitoring qualitive and quantitive customer feedback 5 3.5 Evaluation 6 4 Conclusion 7 5 Recommendations 7 1. INTRODUCTION This report is being produced at the request of Annette Wilson of Wilson’s Consulting. The report is to evaluate the Customer Care Strategy for Sainsbury’s. The reason for choosing this organisation is because of their quality of products and convenience regarding the location of the store. Sainsbury’s is part of J Sainsbury PLC, which was founded in 1869 in London by John James Sainsbury and his wife Mary Ann Sainsbury. They now have over 1,200 supermarkets and convenience stores and have now grown to be one of the largest retailers in the U.K. Sainsbury’s state that they “put their customers at the heart of everything they do”. (Sainsbury’s, 2015). They state that their “values and ethos have never changed” (Sainsbury’s, 2015) however they are aware that the retail industry has changed over the years therefore they created a new strategy to continue to be known for excellent customer service and to evolve their organisation so that they can continue to provide for their customers by being able to satisfy the customers needs with regards to “what customers want, when, where and how they want it”. (Sainsbury’s, 2015)...
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...Customer Care Outcome 1 Task 1 Customer care Customer care is about meeting the customer’s needs, good levels of communications between staff and customers will also be of benefit. Staff should be showing that they are willing to listen and understand the customer also not rushing them as it may take the customer longer to explain what they require. It is also about how customers are treated for example customers should not be left waiting at the desk as this may give them a poor idea about the Visitor Centre. Good customer care is important to the business as this will give Strathboggle Visitor Centre a good reputation via word of mouth and recommendations from previous visitors. By showing good customer care it means visitors will want to come back showing customer loyalty and remember the centre as being an enjoyable place to visit. It will also help with the growth of the business and will avoid any bad feeling between external and internal customers. The Visitor Centre would also see increased profits as people will be happy to pay for the service and will feel they are receiving value for money. Good customer care would benefit staff also as they will be happy in their work and if staff are happy then there will be a decreased level of staff sickness and staff turnover. As well as this if the staff are happy in the workplace it will boost their morale and increase their productivity. Staff may also be happy to go on and build on their skills they already...
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...Report Of Creating A Culture Of Customer Care China Mobile “Communication begins in the mind” of the service concept of adhering to the “communication begins in the mind” service concept, China Mobile, to full service support system (urban and rural areas across the country more than 72,000 sales outlets, clubs and the customer service hotline), unified the cost of settlement systems (including bank debit, telephone recharge cards, direct mode of payment of such fees and billing services) constitutes a comprehensive, all-weather three-dimensional network, 7×24hours of labour services to personalized customer service philosophy to meet the diverse customer group, individual needs. Qualitative feedback: 1. Office of the counter in the mobile, there is a customer satisfaction machine, every time a customer service staff for a finished, even if customers rate the service staff. 2. Interactive survey system a. Regular surveys of customer service communications company satisfaction: if dropped rate it? Customer service attitude right? Timely? Where there is no mobile phone signal over it? b. Periodic surveys of communications products company awareness in the user mind: such as investigation fixed telephone users can now call long-distance direct dial much? Or dial IP more? Regular use of the telephone QQ chat? c. Communication before the introduction of new products, the market for some time do first questionnaire survey...
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...remote did not work. Upon close examination I realized that the remote was branded Harpe and not Sharpe. I visited the store a week later to return to return the remote. The CRS asked me why I didn't the case earlier, I explained to her I was unable to visit any sooner but I called several times and got a busy tone each time. Without any further question she told me to have a seat. After waiting for approximately two hours she returned and told me that it will take at least five working days for them to complete the investigation as to how I received the incorrect remote. She advised me that someone will call to update me on the progress. It has been seven days and I still have not received a call. Dissatisfied Pat. Respond to customer addressing the following 1. Digitec Ltd. Policies and Procedures that should have been observed. 2. What actions the organization will be taken to appease her experience. 3. What steps will be taken to ensure that the situation does not reoccurring. 4. Outlines how H.E.A.T. technique can be used to improve the way complaints are dealt with by your...
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...Customer care 1. Is the customer care important for the center? And was it benefit for business, staff and customer? Yes, it is extremely important for the center. Customer care is regarded as a series of activities to meet or exceed the expectation of customers which will improve the customer satisfaction and service quality to make the customer like coming again. Additionally to build the customer loyalty that will cut the cost of attracting new clients and make more profits for business. Certainly it also enhances the company competitiveness and increase the efficiency of working process. Then when the company obtains more business as well as profits, the commission of staff must be raised which will make the employees happy, meanwhile they will offer higher quality service for customers to make them more satisfy. All of which will build a positive circulation among the business, staffs and customers. Therefore the importance of customer care expressed anywhere in the firm. 2. There exist different types of customers, how to satisfied the varied clients? To begin with, there are two types of customers which involved internal customer and external customer. Then the main distinguish between them should be weather it is directly connected to the firm. If it is not directly connected to the company, these parts of customer belong to the external customer such as visitors and bus-tourism for this center. Contrarily they pertain to the internal customers for example all of the...
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...which evaluates the customer care strategy of an organisation of my choice. I have chosen British Telecom better known as BT, the world’s oldest communications company. I have chosen this as my organisation because they are such a high profile company in the communications industry with a lot more experience than their competitors and there for, potential customers naturally expect a high standard of products and services from a provider like this. This choice of organisation was also based on the fact that I used to work for BT. Although I was trained to believe that BT offered high quality products and services at a reasonable price and most of all a high standard of customer service compared to its competitors, these first impressions were soon forgotten after dealing with customers directly as many were not happy with the providers customer service and most of all communication skills ironically. BT has a mission statement supporting the high quality service they claim to provide to their customers and that is "connecting your world, completely". The meaning behind this statement according to bt.com is “Our mission revolves around a total dedication to the quality of service and experience our customers receive from us: BT Retail is a customer-centric distribution business that will grow shareholder value and deliver an excellent, continuously improving, customer experience. We will provide differentiated solutions and a tailored service to our customers, build new routes...
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...10 Higher satisfaction at lower costs: Digitizing customer care By: Francesco Banfi /// Boris Gbahoué /// Jeremy Schneider RECALL No.22 – Digital marketing Higher satisfaction at lower costs: Digitizing customer care 11 Does it make a difference whether telecoms players handle customer interactions online or via traditional channels? The answer may surprise you. Handling customer issues online might seem like a simple incremental addition to traditional call centers and retail stores, but McKinsey research shows that, done well, it can represent a paradigm shift in customer satisfaction. Digital customer care (“eCare”) responds to consumer demand for easily accessible, highly rewarding multichannel interactions. In one example of many, one leading mobile operator employed eCare initiatives to reduce their total call center volume by 20 percent in just eight months, lowering costs significantly while elevating their net promoter score (NPS). McKinsey conducted its first eCare consumer survey in the second quarter of 2012 to more fully explore eCare dynamics. The survey addressed 2,000 respondents in France – customers of the main telecoms operators in that country. Its key focus was on understanding the differences in customer service between digital and traditional channels for telcos and on identifying roadblocks to adopting digital channels. Why digital channels matter The advent of digital channels has changed the way consumers communicate...
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...Monitor and evaluate calls Monitoring and evaluating calls is an important part of a company in order to reflect back, help in the future, and for training purposes. Monitoring calls helps to improve customer experience, up hold value, and uphold loyalty to the customer. Monitoring helps identify what is going right from wrong, what can be improved, help the callers, and improve efficiency. When calling a company customers want to feel heard, understood, and have the employees or machines to take his or her time assisting with a problem. Monitoring calls, helps build strong bonds between customers and the employees, which build the companies name. There are two types of methods in order to monitor calls first live and second recorded calls. Over the years, many companies have switched from live calls to recorded calls in order to save supervisors and management time. Now evaluating the call center many companies seek professionalism, friendliness, call control, attention, honesty, and overall employee satisfaction. Evaluations help maintain order, goals, performance, and department need in line using scorecards, performance indicators, measuring calls, reporting, and feedback. Appropriate metrics are placed in order to measure service, measure quality, and how efficient the company is. The best metric to help evaluate the call center can reflect on speed of answer, communication etiquette, and average call handle time. These three types of measurements would be use to evaluate...
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...Customer Satisfaction Survey of Maruti Suzuki India Limited Maruti Suzuki India Ltd. Maruti Suzuki India limited (MARUTI SUZUKI INDIA LIMITED) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system. It was established with the objectives of - modernizing the Indian automobile industry, producing fuel efficient vehicles to conserve scarce resources and producing indigenous utility cars for the growing needs of the Indian population. A license and a Joint Venture agreement were signed with the Suzuki Motor Company of Japan in Oct 1983, by which Suzuki acquired 26% of the equity and agreed to provide the latest technology as well as Japanese management practices. Suzuki was preferred for the joint venture because of its track record in manufacturing and selling small cars all over the world. There was an option in the agreement to raise Suzuki¶s equity to 40%, which it exercised in 1987. Five years later, in 1992, Suzuki further increased its equity to 50% turning Maruti into a non-government organization managed on the lines of Japanese management practices. Maruti created history by going into production in a record 13 months. Maruti is the highest volume car manufacturer in Asia, outside Japan and Korea, having produced over 5 million vehicles by May 2005. Maruti is one of the most successful automobile joint ventures, and has made profits every...
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...订单常见Q&A (标黄为如何选择Reason Code) 1. 关于配送范围? 目前，我们可在上海内环,长宁区和徐汇区的外环以内，以及闵行的部分地区（莘庄，七宝，古北，虹桥）范围内提供网上购物配送服务；当我们的配送范围覆盖上海其他区域以及中国其他省市时，我们会对预注册的顾客发出邮件通知，如果您希望进行预注册,可以点击网购主页底部的”配送范围”,然后再次点击我们的配送区域问题解答中的”查看配送服务范围”进行预注册。【选择配送范围】 2. 配送费用? 当您成功下单后，我们的专属拣货员会按照订单进行精心的拣选和包装，我们的配送服务人员会按照您要求的时间段为您送货。此外，为保证商品的最佳品质，我们在门店和配送车内都装有温控设备。以上服务将构成我们的服务费，各配送时段的配送服务费请见“预订时段”页面。在开始购物之前，点击“预订时段”按钮，可查看各配送时段的服务费（目前一个订单配送服务费为8元，e乐购不定期会更新优惠活动，请您多多关注e乐购官网和微信）。【选择价格查询】 3. 如何支付？ 通常情况下，您可选择在线付款，或者货到付款（在线付款支持VISA、万事达卡；货到付款支持银联、VISA、万事达、杉德卡及乐购IC卡）。无论选择哪一种付款方式，我们均会在您确认签收订单之后才收取应付货款。出于安全考虑，配送服务人员不能携带现金，因此，我们不接受现金支付，敬请谅解。乐购发的各种礼品卡都是IC 卡,支持货到付款。【选择订单支付方式及卡种问询】 4. 是否可以退货? 可以，如果您对任何商品不满意： 在您签单付款前，请您检查商品，将不希望接受的商品交还给配送服务人员，并且无需为该商品付款。 在您付款后，如果您需要退还商品，请联系客服中心4006 69 69 69确认退货事宜；我们建议您在收货时核对检查商品。【购物流程问询】 5. 如何获取购物发票？ 下订单时，您可以在订单的备注框中填写您的开票信息，配送服务人员会在配送时携带发票至您的收货地址。 配送时，我们的配送服务人员会给您一份顾客收货单和收银小票。如果您需要我们开具发票，请告知配送服务人员开票信息，配送服务人员会将您的收银小票带回到店内，为您开具发票并邮寄到您的收货地址。 如果您在收货后（配送服务人员已离开您家）需要开发票服务，请联系客服中心告知开票信息，我们在发票开好后邮寄至您的收货地址。【选择索取发票】 【客户产生订单后来电、发邮件无论是咨询发票相关事宜或是索要发票相关事宜都选择索取发票。】 6. 万一我订单上的商品缺货了怎么办？（库存及商品信息问询） 我们的拣货员会为您挑选类似的替代商品。如果您对于我们所提供的替代品不满意，请您在收货当场将其交还给配送服务人员，并且无需为该商品付款。 【客户产生订单后来电或发邮件咨询缺货替代或者客服中心进行缺货替代通知，无替代品或接受替代品选择脱销；不接受替代品则直接选择不被接受的替代品；如果顾客投诉未提供替代品，请选择未收到替代品】 7.什么是替代品？ 替代品是指当您所想购买的货品缺货时，我们的拣货员会为您挑选类似的货品（比如说您购买味全原味优酪乳缺货了，我们的拣货员可能为您挑选味全芦荟优酪乳作代替）。【选择脱销】 8.昨天我在网站上看的价格和今天结账的价格不一样？ 询问顾客的订单号和价格差异商品，查看OMS 和网页上的价格和售卖状况 如果是称重商品，解释重量差异导致---差异太大，给网店经理和Penny反馈；如果是缺货替代导致的订单价格差异，也请给顾客解释---顾客如果不接受可以退货；如果顾客反...
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...Customer Care Programme The Pier Hotel Customer Service D30151 Amy McNamara 6/03/13 Table of Contents Introduction 1 Handbook Introduction 2 1. New Employee Orientation Checklist 3 2. Our Believes, Vision and Mission 3 2.1 The Specialist Nature of The Pier Hotel 4 2.2 Core Values 4 2.3 Brand Promise 4 2.4 Our Mission Statement 4 2.5 Our Vision Statement 4 3. Staff Expectations 5 3.1 Expectations of The Pier Hotel as an Employer 5 3.2 Expectations of The Pier Hotel as an Employee 5 4. Getting Started 6 4.1 Recruitment & Section 6 4.2 Policy of Recruitment & Selection 6 4.3 Eligibility 6 4.4 Interview 6 4.5 Selection/Appointment Process 6 4.6 References 7 5. Work Commencement 7 5.1 Employment Contract 7 5.2 Induction 7 5.3 Personal Records 7 5.4 Salary/Wage 8 5.5 Probation 8 6. Leave Entitlements 9 6.1 Annual Leave 9 6.2 Maternity Leave 9 6.3 Compassionate Leave 10 6.4 Sick Leave 10 6.5 Emergency Family Leave 11 6.6 Leave for Medical/Dental Appointments 11 6.7 Jury Duty 11 7. Time and Attendance 11 7.1 Absence from Work 11 7.2 Punctuality 12 7.3 Flexible Working Conditions 12 7.4 Overtime Regulations & Time in Lieu 12 7.5 Rest Periods 13 8. Employee Benefits/Facilities 13 8.1 Employee Room Discounts 13 8.2 Meals/Staff Quarters 13 8.3 Function Room 14 8.4 Holiday Pay 14 8.5 Pension 14 9. Diversity and Employment Opportunity 14 ...
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...word. However it has a variety of interpretations and uses, and there are many definitions. For example when searched on the internet it produces ISO 8402-1986 standards defining Quality asthe totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs." BusinessDictionary.com (2013)Many people today claim they understand what is meant by quality and claim they know quality when they see it. In fact quality is a very difficult concept to grasp or understand and many experts have spent many years in defining quality and improving quality in their products and services and they believe there is always room for improvement. However the simplest way of explaining it is ‘meeting customer requirements’ Oakland J. S (1996). We have to therefore look at quality as something good and worth having. To examine quality and how it improves the organisation, we must explore the theorists and their findings. Quality Management was first introduced by the Father of Scientific Management Fredrick Taylor. Until the late 19th century there were little or no principles or theories for management. A manager was of superior importance who told the workers what they wanted done; the worker then went about his duty with little or no training, no motivation and little pay. Everything up until now was made in one unit form, usually from start to finish by the one person (craftsmen). ). From the late 1800’s the Industrial Revolution took...
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...number of choices to make. This may be the first step in a full-scale recruitment process. There are various types of recruitment methods and procedure of an organization. I have discussed the recruitment procedure of a Customer Care Executive of SQUARE Pharmaceuticals LTD. At first I would like to give a special thanks to my course instructor Abu Hossain Muhammad Ahsan sir, to give this innovative topic for assignment. This assignment helps us to increase skill of Human Resource Recruiting procedure. And I am really pleased to my group members for helping me. Without their helping this paper may not be take the light of sun. Table of contents Introduction 02 Defining Recruitment 02 Sources of Recruitment 04 Factors Governing Recruitment 06 Process of Recruiting a Customer Care Executive 07 Vacancy announcement 07 Concluding...
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...Unit 22: Q1) explain with examples from the case above whether a duty of care existed between the businesses mentioned and their victims. A1) there were some duty of care between the bread business and the customer. The premier foods spokesman said, “We apologise profusely for the distress caused as a result of the isolated incident.” They also said, “as soon as this complaint was made we stopped all bakery production at that site and appointed an independent specialist contractor to conduct thorough investigation.” This shows us that there is a duty of care between the business and the customer as they understand the mistake they have made and investigated further into the premises where the bread was made. Ronald Lim, also the owner of a Chinese restaurant almost served a sweet and sour sauce which had a mouse in the bowl and had been fined £30,000. This shows that the duty of care on the customers of the Chinese restaurant was not shown. Q2) explain with evidence which suggests that the duty of care owed by these businesses were breached? A2) the evidence which shows that the duty of care was breached by these businesses are that they failed to proceed with any quality checks on their products. If their checks had been completed thoroughly there would not have been bread or sweet and sour sauce with mouse’s in it. If this had also been completed the two businesses wouldn’t have found themselves in this situation of paying fines and affecting their reputation. Q3) were...
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...s.a.e. (formerly known as orascom telecom holding s.a.e.). vimpelcom (www.vimpelcom.com) is one of the world’s largest integrated telecommunications services operators providing voice and data services through a range of traditional and broadband mobile and fixed technologies in russia, italy, ukraine, kazakhstan, uzbekistan, tajikistan, armenia, georgia, kyrgyzstan, laos, algeria, pakistan, burundi, zimbabwe, central african republic, canada and bangladesh. vimpelcom is headquartered in amsterdam, the netherlands and listed as an ads on the new york stock exchange under the symbol "vip". since banglalink’s launch in February 2005, its impact was felt immediately: overnight mobile telephony became an affordable option for customers across a wide range of market segments. banglalink’s success was based on a simple mission: "bringing mobile telephony to the masses" which was the cornerstone of its strategy. banglalink changed the mobile phone status from luxury to a necessity and brought mobile telephone to the general people of bangladesh and made a place in their hearts. the mobile phone has become the symbol for the positive change in bangladesh. this positive change that is quite correctly attributed to banglalink, has become the corporate positioning of banglalink and is translated in their slogan "making a difference" or "din bodol"- "making a difference" not only in the telecom...
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