...all OTTC customer service, supervisor/managers and executives. OTTC is going to face some transitional changes. We will have several things to focus on; web design, product availability, personalizing customer interactions (chat system) and customer retention. The plan is to implement these changes in stages. It is possible that it can interfere with how some of our customers interact on our web system. But we cannot lose focus on what’s important, our customer service and customer loyalty. So let’s move forward with refocusing on these two subject matters. Since the OTTC Company strives on customer service and customer loyalty, let’s take a look on how the company defines these measures. Customer service satisfaction is viewed by how you measure your company product service brand to your customer. Also it allows for the company establish a monitoring and feedback system to capture how they are committed to their customer service. When customer loyalty is encompassed by behavior (customer retention) and attitude (opinions and feelings). But it also strives off on how enduring your customer relationship which will keep the customer to come back over and over again as more than satisfied customer. The OTTC only expects extraordinary customer service when it comes to appeasing their customers and clients. The goals is creating every moment a spectacular customer experience. Here are some approaches that the OTTC family takes. First, personalizing the service approach by providing...
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...Capital Communications, Inc. is an award-winning telecommunications contracting company located in Plymouth, Michigan. For nearly 30 years, Capital Communications has maintained a small-company feel – intentionally remaining nimble to allow quick ramp-up times and prompt responses to customer needs. One of the most trusted and respected providers in the industry, Capital Communications is known for our uncompromising work ethic and exceptional customer service. Providing the highest quality engineering and technical services to industries that expect and demand nothing less than 100% availability, we are equipped and positioned to provide that same level of high quality and reliability to industries and markets that demand the same. Government Government agencies rely on communications heavily in daily operations and especially during any disaster challenges; natural or otherwise. Homeland security requires a higher level of network solutions and applications that are civic centered. Capital Communications can help with safety, transport, utilities, planning and security concepts aiding with effective responses to many crises. Homeland Security Homeland Security is an industry covering a variety of transportation across borders, different utilities and public spaces in need of protection from the possibility of national threats. To keep critical infrastructures secure against challenges whether they are natural or not is imperative to keeping structure. For this reason...
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...PERSONAL PROFILE | Surname : Mkhombo Name : Canuel Benson Date of birth : 1979-march 05 Marital status : Single Home language : Tsonga Nationality : South African Criminal offence : None Health status : Good LANGUAGES | LANGUAGES | READ | WRITE | SPEAK | Tsonga | Good | Good | Good | English | Good | Good | Good | Zulu | Good | Fair | Good | Sotho | Good | Fair | Good | Swati | Good | Fair | Good | CONTACT DETAILS | Residential address : 620 Lungelo Street Tsakane Extension 1 Brakpan 1550 Email address : canuelm@mibfa.co.za Business phone : 011 359 7980 Cell : 083 566 7747/ 073 131 9704 EDUCATIONAL QUALIFICATIONS | Institution : UNISA Degree : B ADMIN Year completed : 2011 Major Subjects : Public Administration and Development Studies Institution : HAVATECH (Skills Training & Employment Centre) Qualification obtained: Computer Literacy & Office Administration Module covered : Microsoft word, Microsoft excel, Microsoft power point Microsoft access, Visual database 6.0, and Effective business communication Year completed : June-2004 High School : Xanthia High School (Bushbuckridge) Grade : 12 Year completed : 1999 Subjects passed : Xitsonga, English, Afrikaans, Geography, History, Agricultural Science and Biology SEMINARS/PROFESSIONAL COURSES | Institution : Vista University Distance Education (VUDEC) Theme of seminar :...
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...COMPANY PROFILE Mr. Superior is a limited liability company. We are hired to handle the daily unwanted situations or problems that occur in your house. Mr. Superior provides superior consulting services for managing the implementation of Property Management Systems in the retail industry, serving both the domestic and international sectors. Our goal is to exceed the expectations of every client by offering outstanding customer service, increased flexibility, and greater value, thus optimizing system functionality and improving operation efficiency. Our associates are distinguished by their functional and technical expertise combined with their hands-on experience, thereby ensuring that our clients receive the most effective and professional service. Exceptional functional and technical expertise coupled with extensive industry knowledge makes us the ideal choice for a consulting firm to manage the regular household chores. Company Name : Mr. Superior Company Type : Real Estate Management Company Address : House #162, Road #11, Pallabi, Mirpur DOHS, Dhaka Corporate Status : Limited Liability Company Services we offer : Corporate Real Estate management services Business Type : Service Provider Geographic Markets : National No. of Employees : 25-50 STRATEGIC FOCUS & PLAN OF BUSINESS Our Mission: The mission of Mr. Superior is to provide high quality facilities and solutions of any kind of household problems and an excellent living...
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...both manufacturers and retailers if they are sharing the same product data. Companies in the retail and consumer products goods industries continue to work towards synchronizing data through net and other industry bodies. THE IMPORTANCE OF STANDARDIZATION In consulting to various clients I've been watching some shortcomings, which are not related to software or hardware, but the lack of and standardization: Processes, Service Instructions, and Trainings. The consequences of this are usually the loss of efficiency, higher operating costs, and the difficulty in developing a corporate image more homogeneous, which could be observed by their customers as a factor that differentiates the company from their competitors. It is recommended that all people of all levels of the organization are trained to meet the organization's commitment to provide products according to the quality required by a changing market, where requirements and customer expectations are increasing continuously. However it will be effective only if your company already has their Processes, Service Instructions, and Trainings, standardized, documented and easily accessible to everyone. This, therefore, will be the beginning of a process of continuous improvement towards Total Quality, exceeding expectations of your customers....
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...Today LensCrafters is the largest optical chain in the United States, and has expanded to over 850 stores in Canada, the United States, and Puerto Rico. Operation Strategy and Competitive Priorities Being focused as the leader in the industry LensCrafters mission statement has been driven to create customers for life. They continue to lead with exceptional customer service with energizing associates, training exceptional customer service personnel and being the world’s leader for the best place to work. The technicians are skillful in perfect-quality eyewear in about an hour and drive to deliver outstanding overall value to meet each individual customer’s needs. LensCrafters is embodied in a list of core values that include nurturing individuals; building on people’s strengths; accepting and learning from mistakes; focusing on winning, not individual scoring; pushing breakthrough ideas; thinking and acting like a long-term owner; demanding highest possible quality; constantly, measurable improving; and acting with uncompromising integrity. (Bolton, 1990). The customer benefit package is the integrated set of goods and services. This is a wide range of...
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...Saibhang Khalsa BA453 Marie Mayes April 15, 2010 Zappos.com Case Briefing Zappos.com is an online retailer who began selling shoes out of a house in San Francisco in 1999 and has grown to an online superstore with sales of over $1billion. They claim that their success is due to their commitment to customer service and their positive internal culture. Their growth strategy is unconventional. They reinvest most of their earnings into improving service for customers, rather than spending money on traditional marketing/advertisement. In this way, they rely on word-of-mouth to generate new and repeat customers. To deliver the best possible service, they offer money-back guaranteed returns and free shipping. Additionally, they will often upgrade orders to next-day delivery in order to impress and “Wow” the customer. In the beginning, Zappos.com operated on a “Drop-ship” model, forwarding orders to their partners who would hold inventory and fulfill orders. However, with fulfillment out of their hands, they were faced with problems of control over service quality and began to hold inventory while suppliers became more comfortable with the idea of online retail. They continued to adapt this internal fulfillment model. By 2003, all shipments were made from their own inventory. Additionally, their inventory management system has developed into an extremely automated process, allowing them to more easily scale the company up to the size it is today (showing 2,851,610 products...
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...Job Description Form Division/Department | Customer Service | Location | Full-Time(Office) / Part-time (Online office, home-based) | Job Title | Account Manager / Customer Care | | Level/Grade | Type of position: | Hours: | Compensation: | High school or College diplomaNo special education required | Full-time | 9am-5pm; MON-FRI | $ 3,000/month | | Part-time | 5hr/day - flextime MON-FRI | $ 2,000/month + 5% from transaction | | Contractor / Commissioned Employee Intern/Student | flextime MON-FRI | $ 19/hr | Note: Every candidate will get a paid probation! Term 10 days.$1200 for 10 days of probation. | Today we seek for employees for our company to improve the quality of service and to speed up the processing of orders. It is not important where did you work before or where are you working now, but if you have combination possibility, you are sociable, responsible and self-exacting, you have a magnificent opportunity to become our employee and to receive high income. Today we make special demands to our employees as you are the persons who represent image of the company. | General Description | You must be able to provide exceptional customer service, providing solution based client reviews to open up new leads and increase market share amongst existing clients. * Data Entry and admin work * Process Client Orders * Sign and set up new clients with trading accounts * Development and...
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...The organizational chart above is a layout of the OfficeMax call center where I had previously worked for seven years. The chart above shows that the call center has plenty of differentiation because there are so many departments that are within different segments of the business. Each of these departments works on separate tasks for the company, which requires knowledge of exceptional assignments for each department. Although each of the segments in the call center works on separate tasks, all of them are still integrated together to make the company build its general product. Customer service deals with customers directly by taking calls and placing orders on their accounts. The accounts that customer service uses are created in the system by the Account Maintenance team. The financial service representatives also use the accounts that Account Maintenance creates in order to contact the customers to collect payment on invoices. The billing specialists are in touch with Account Maintenance on a daily basis, as they work with the more controlled accounts, to have details updated for their customer’s as soon as possible. I am glad to say that for the seven years I worked for this company, I thoroughly enjoyed going to work. I believe the organizational structure has a major role in this because work flows smoothly with each department’s coordination. Account Maintenance especially has a major connection with numerous departments in the organization. There were certain...
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...relentlessly improve the customer experience by expanding selection and convenience while lowering the prices. Amazon started with the customer centric motive of expanding consumer options by offering a wider selection of books online versus an ordinary bookstore. Amazon has made their mission possible through many partnerships such as Target, Baby’s R Us, Nordstrom, Office Depot, etc. With the convenience of having many categories in one place and excellent customer service, customers continuously gave a high customer satisfaction rating to the company. Achieving the mission through partnerships and convenience. Ex. Partnership with AOL, alliance with other online book retailers through Affiliate Program. It is important for Amazon to start with the customer and work backwards. “To be a company where people can find and discover anything they want to buy online.” Amazon has gone out of its way to insure that people will find things that they need at Amazon, at lower prices and better selection. Amazon now service...
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...we've grown to become one of the UK's leading retailers of clothing, food, home products and financial services. We now employ 68,000 employees in 30 countries, have more than 500 stores and serve tens of millions of customers each and every week. Our commitment to provide superior quality products at attractive prices has built us an £8 billion turnover, but more importantly has given us the enviable reputation as the retail store against which all others are measured. To discover more about the core beliefs that have contributed to our success, click on the links below. Our Values Our Diversity Our success has been built on a number of core company values that have remained almost unchanged since our earliest beginnings. They are: Quality - Delivering excellent standards consistently. Value - We need to deliver exceptional value to our customers. Innovation - We need to continue to be at the forefront of innovation in both general merchandising and food. Trust - We are the most trusted retailer. We have a proud heritage of staff welfare, customer care and involvement in the community. We want to continue to build this. Service - is about delivering the highest standard of services to our customers. Service, has perhaps the biggest impact on our people. We want everyone who works for us (no matter what role they're in) to be focused on helping us deliver a service people talk about. This in itself has created a set of values, which apply to all our teams. "It's all...
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...Nail Studio on March 20, 2016, regarding professional leading skills used in her particular workplace. According to Mrs. Lynn, the most two important factors attribute to her salon’s success are good customer services and high quality products. Background Mrs. Truong had established the salon for only five years, but it has been gaining numerous good reviews from customers. She has been a certified nail technician for over 15 years and has years of experience providing quality spa services. Essence Nail Studio has fully skilled from their quick pick-me-ups to the most luxurious and relaxing treatments. They deliver an exceptional experience that will surely leave their customers with a lasting impression. Customer Service One of the two most important business activities to the success of her salon is create a beautiful and relaxing atmosphere with friendly and professionally trained staffs. She believes in providing quality services with attentive customer care so that every customer becomes a loyal customer. Mrs. Truong has offered multiple additional cares at the salon: * Provide complimentary wine and free Wi-Fi internet during treatment/ waiting. * Loyalty Reward Account: every 500 points earning (1 dollar spent = 1 point) => $14 off on service at salon. * Check-in: $5 off by check in on Yelp or Facebook. High Quality Products By keeping up to date on the latest nail trends and products, Mrs. Truong and her staffs make Essence Nail Studio becomes...
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...the Canadian market performs well because Mellon has a joint venture with CIBC who operates out of Canada. 2) The most important of the five industry forces are; a. Threat of substitute products: Mellon and CIBC offer a very unique service by combining both firms specialization, they are able to offer a one of a kind service for large firms. Therefore it is very hard for companies to find other superior service compared to Mellon’s. b. Rivalry among competing firms – Mellon and CIBC has a huge market share in this line of financial service. Mellon and CIBC offer the best services in its field while also offering the best customer service. The exceptional service combined with their long portfolio allows them to have the competitive advantage eliminating any rivalries. c. The industry is not attractive to new entrants 3) The two major competitors are UBS AG and Bank of Montreal. UBS AG is another financial services company that operates worldwide. I predict that this company will allocate more of their services to the U.S and Canada to compete with CIBC Mellon. Bank of Montreal offers banking services, they have a huge presence in Canada and also has locations in the U.S. I predict that they will create a joint venture with a financial service company such as UBS AG to compete with...
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...receiving incoming calls and directing the call to the appropriate department or person * Perform the tasks of maintaining neat and orderly front desk and waiting room * Responsible for scheduling and confirming appointments and follow-up visits * Perform a variety of clerical duties like typing memos, correspondence, reports and other documents as assigned * Accept incoming deliveries and direct them appropriately as well as assist with office mailings and sorting * Perform other clerical duties as needed, such as creating/typing reports or letters, filing, and photocopying * First Tennessee Bank Teller2/ ATM Teller November 2009-May 2011 * Recognized for Outstanding Customer Service with 99.5% satisfaction rate. * Provide excellent customer service by answering or referring financial questions to correct supervisory staff. * Maintain and balance cash drawer. * Process monetary transactions. * Trained new tellers on banking system. * Handled vault, safe-deposit, ATM and night-drop activities. * Assisted customers with opening new accounts. * Assess customer need and offer/ sell products that will best suite that need. . Wal-Mart Cashier/ Sales Floor Associate February...
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...expected from lecturer within 4 weeks of the submission date above | All script assignments must be submitted via TurnItin through blackboard & a hard copy signed in to your lecturer on the date indicated above. Include a signed declaration, as detailed in the student handbook. These are available on blackboard under Lifelong Learning Centre COURSE DOCUMENTS. Extensions will only be granted under exceptional circumstances and by those indicated below: * LLLextensions@itcarlow.ie (LLL Carlow & Wicklow) * Janette Davies (LLL Wexford) Assignments submitted late (without extension granted) will be corrected but this mark will not be included for grading purposes. Prime Bank of Massachusetts Prime Bank of Massachusetts was started in 1964 with James Rogers as CEO, who is now chairman of the board. Prime Bank had been growing steadily since its beginning and has developed a loyal customer following. Today there are 45 bank locations throughout Massachusetts, with corporate headquarters in Newbury, Massachusetts. The bank offers a wide array of banking services to commercial and noncommercial customers. Prime Bank has considered itself to be a conservative, yet innovative, organization. Its locations are open Monday–Friday 9–4and Saturday 9–12. Most of the facilities are located adjacent to well-established shopping centres, with multiple ATM machines and at least three drive-through windows. However, Prime Bank’s growth has brought on certain problems. Having...
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