...MQCS Hamad AlAjmi - 1109504 MQCS Hamad AlAjmi - 1109504 VICTORIA’S SECRET VICTORIA’S SECRET Contents Business profile and interview 3 Interview With alshaya CS Officer 3 Victoria's Secret Business description 5 Type of Business 6 Location and Number of Employees 6 Ownership Structure 6 Product and Services 8 Levels of Customer Service 11 Customer Profile 12 External customers of Victoria’s Secret 13 Internal Customers 15 Satisfaction of Customers Five Needs 20 Appropriate Market Research 21 Best seller product 21 Product range information 22 Product information and specifications 23 Delivery, warranty and return or cancelation policy 24 Sample promotional materials 24 Management and Leadership qualities 26 Leadership qualities 26 Management skills 27 Position description of CS manager: 31 Types of customer service training 35 Schedule for training 37 Example of customer service training policies 38 Feedback from customers 42 Survey 43 Managing customer service reports 46 Conclusion 47 Referencing 48 Business profile and interview Interview With alshaya CS Officer 1. What is great customer service in your understanding? You should always smile and greet the customer with good morning sir / mam or which part of the day it is. After that the query should enter the system for any follow up or feedback. Always make sure the customer ends the call as satisfied as possible. 2. How would you handle an...
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...Hi I am Natalie, I currently studying bachelor of Business Administration, and this is my second year in MQC. Today, I am really excited to share with you guys my great experience in MQC. To start off, I have been to both campuses during my first and second semester, after I finish my first year, I need to choose between the NR and the city since I am not allow to choose my subjects from both campus anymore. It was a tough decision and I finally decided to stick with city campus. The reasons why I prefer city campus to NR are: First of all, I can fast track my study and do tri-semester here in city campus and that allow me to graduate faster, within 2 years. Secondly, I really really love the fact that we have smaller class size here which provide me more opportunities to ask tutor and lecturers questions as many as I want, and it also easier to make friends. Finally, I have to say love the fact it is located right above the train station, which enable me to get to the class just within 50 second. And I have my beloved Starbucks on the group floor, and there is variety of foods to choose, you have Korean food, Japanese sushi, Vietnamese and Chinese cuisine, and there are also gyms and shopping center (guess, channel, Zara); I think you can get there just in 5 mn by walking. -Lecturers here are like friendly, caring, and funny. The best thing is that they always try to make the lessons soooo interesting, which make us really looking forward to next lecture or tutorials,...
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...MQC 022010 ICT1 ESSAY 1: PART 1: COMMON TRENDS IN THE USE OF TEAMS ▪ USE OF TEAMS BEYOND FORMAL WORK GROUPS - EMPOWERMENT ▪ CROSS FUNCTIONAL –IMPROVING ORGANISATIONAL INTEGRATION, ADAPTIVE DESIGN, DEALING WITH ORG. AS A SYSTEM ▪ E’ee INVOLVEMENT T. – INCREASE E’ee PARTICIPATION ACROSS ALL AREAS OF ORG, INNOVATION ▪ VIRTUAL T. – IT AS AN ENABLING PROCESS, DEALING WITH COMPLEX ENVIRON’T, DIVERSITY & BROADER RANGE OF TALENT, EFFICIENT ▪ SELF-MANAGED T. – REPORT TO HIGHER MGT, NOT MID/LOW LEVELS, PARTICIPATION, EMPOWERMT, INTERNAL SUPERVISION, FAST & PROCESS COMPLETE, BEST PRACTICES BC INTERNAL CONTROL & DIRECTION, HIGHLY MOTIVATING, CREATIVE PROBLEM SOLVING, UNLIMTED CAPACITY ▪ COMMITTEE – SPECIAL/LIMITED TASK, ONGOING BASIS, NARROW AGENDA, DEALS WITH ISSUES, PROBLEM SOLVING CAPACITY ▪ PROJECT/ TASK FORCE – DIVERSE SKILLS OF MEMBERS, SPECIFIC PURPOSE, MEM’s HAVE EXPERTISE ACROSS RANGE OF AREAS & ABILITIES PART 2: CHALLENGES OF TEAM MANAGERS ▪ DECISION MAKING PROCESS ▪ GROUP THINK ▪ SOCIAL LOAFING ▪ UNEVEN PARTICIPATION ▪ LACK OF COMMITMENT ▪ LACK OF INVOLVEMENT ▪ LACK OF PURPOSE ▪ LACK OF SENSE OF RESPONSIBILITY FOR OWN TASKS OR TEAMS SUCCESS ▪ AGGRESSION ▪ INTERNAL COMPETITION ▪ WITHDRAWAL PART 3: SOLUTIONS TO ABOVE ▪ CLARIFY GOALS & PROVIDE DIRECTION ▪ CLARIFY DESIRED LEVEL OF ACCOMPLISHMENT ▪ DECREASE GROUP NUMBER ▪ SELECT STRONG & COMMITTED T. LEADER ...
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...Technology and Motivation: are we able to measure its interaction? Tecnología y Motivación: ¿somos capaces de medir su interacción? Vicente Antonio López Rodríguez & Antonio Hidalgo Nuchera Departamento de Ingeniería de Organización, Administración de Empresas y Estadística Escuela Técnica Superior de Ingenieros Industriales Universidad Politécnica de Madrid vlopezr@etsii.upm.es; ahidalgo@etsii.upm.es Abstract Taking into consideration that work motivation can be enhanced not only by increasing the levels of responsibility, meaningfulness and feedback that are built into job (intrinsic motivation), but also by improving the workers relationships, the working conditions, and the incentives (extrinsic motivation), four groups of concrete motivators have been introduced in our motivational model. For these groups of concrete motivators, a number of core dimensions have been derived, measured and evaluated given us the opportunity to establish the relationship, in terms of indicators, between the installed technology and the motivation it inspires. There have been carried out two applications of the proposed model: one in the conditions of a university in Cuba and the other in several Mexican institutions. The results obtained show the validity of the model for determining the motivational quality of working environments. Resumen Tomando en consideración que la motivación en el trabajo puede mejorarse no solamente por el incremento de los niveles de responsabilidad...
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...CHAPTER ONE 1.0 INTRODUCTION Students Industrial Work Experience Scheme (SIWES) is a skill training program designed to expose and prepare students of higher institution of learning for the industrial work situations they are likely to meet after graduation. The scheme was designed to expose students to industrial environment and enable them develop occupational competencies so that they can readily contribute their quota to national economic and technological development after graduation. The Student Industrial Work Experience Scheme (SIWES) was established by the industrial Training Fund in (ITF) 1973 to enable students of tertiary institution have basic technical knowledge of industrial works base on their course of study before the completion of their program in their respective institutions and also to solve the problem of lack of adequate practical skills in preparation for employment in industries by Nigerian graduates of tertiary institutions. The major background behind the embarkment of students in SIWES was to expose them to the industrial environment and enable them develop occupational competences so that they can readily contribute their quota to national economic and technological development after graduation 1.1 HISTORY OF MORTAYUS GROUP 0F COMPANY Company Profile Mortayus Group 0f Company is located at Oje-Owode, Oyo State. It is headed by Mr. Omede Clement who is the director and manager of the establishment. The company has 24 staff with...
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...Table of Contents Chapter 1 Evaluating the Cisco ASA VPN Subsystem .......................................3 Chapter 2 Deploying Cisco ASA IPsec VPN Solutions ............................. 42 Chapter 3 Deploying Cisco ASA AnyConnect Remote-Access SSL VPN Solutions..............................109 Chapter 4 Deploying Clientless RemoteAccess SSL VPN Solutions ................148 Chapter 5 Deploying Advanced Cisco ASA VPN Solutions .............................184 CCNP Security VPN 642-648 Quick Reference Cristian Matei ciscopress.com [2] CCNP Security VPN 642-648 Quick Reference About the Author Cristian Matei, CCIE No. 23684, is a senior security consultant for Datanet Systems, Cisco Gold Partner in Romania. He has designed, implemented, and maintained multiple large enterprise networks, covering the Cisco security, routing, switching, service provider, and wireless portfolios of products. Cristian started this journey back in 2005 with Microsoft technology and finished the MCSE Security and MCSE Messaging tracks. He then joined Datanet Systems, where he quickly obtained his Security and Routing & Switching CCIE, among other certifications and specializations, such as CCNP, CCSP, and CCDP. Cristian has been a Cisco Certified Systems Instructor (CCSI) since 2007, teaching CCNA, CCNP, and CCSP curriculum courses. In 2009, he received a Cisco Trusted Technical Advisor (TTA) award and became certified as a Cisco IronPort Certified Security Professional (CICSP) on E-mail...
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