...Features of Service marketing for a company: Service offerings have four distinctive characteristics: intangibility, inseparability, variability and perish ability which makes service marketing different from the product marketing. So keeping in mind, the above characteristics of service offerings, we can say that service marketing should embed following features for any company to become brand in the respective service sector. 1. Customer Relationship: Providing the best services to the potential customer should be the main aim of service providers to have a good relationship with customers that can ultimately help good customer relationship and brand building. Let’s take example of Dominos, the famous pizza delivery system. It has good customer relationship in manner of providing the services to the customer at their doorstep in a defined time limit. 2. Holistic Marketing: Holistic marketing for services include different aspects of marketing like internal, interactive and external marketing as well. External marketing aims preparing, pricing the service, distributing it and also promoting the services to the customers like Dominos promote its services to the target customers at different time periods by providing different offers as well while maintaining the best prices. Internal marketing aims at providing training and regularly motivating employees so that they are able to serve customers well. Interactive marketing describes the ability of employees of the...
Words: 263 - Pages: 2
...options as well as create new packaging. Manage to maintain a high level of demand without cutting or discounting prices. Promote a more aggressive advertising campaign to increase brand awareness and preference. Your product has been identified in a leading consumer reporting magazine as having poor quality; your brand has also come under attack by a consumer advocacy group because of ethical concerns. Nonetheless, demand is at an all time high. How might you react to this situation? I would first get public relations involved to speak on the positive aspects of the business and address the attacks as well as increase customer service to capture consumer issues. Maintaining the demand of the product would be a priority by continuously promoting advertisements. You have been approached by a service provider to bundle your product with their service product. Develop strategies for enhancing both products by leveraging the...
Words: 493 - Pages: 2
...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 :...
Words: 795 - Pages: 4
...FOREIGN TRADE UNIVERSITY HO CHI MINH CITY CAMPUS MID-COURSE INTERNSHIP REPORT Major: External Economics FORWARDING SERVICE FOR SEA EXPORTS AT MBS LOGISTICS VIETNAM. Internee: DƯƠNG UYÊN PHƯƠNG Student ID: 1201017269 Class: K51CLC2 Supervisor: Ms. Nguyễn Thị Quỳnh Nga Ho Chi Minh City, May 2015. SUPERVISOR’S REMARKS ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… …………………………………………………………………………………….. Ho Chi Minh City,………………………… Supervisor TABLE OF CONTENTS PREFACE: 1 CHAPTER ONE: INTRODUCTION OF MBS LOGISTICS. 3 1.1. The formation and development process: 3 Brief history: 3 General information: 4 1.2. Functions, organizational structure and human resource management 5 Functions: 5 Organizational structure and human resource management: 5 1.3. Business outcomes in recent 4 quarters: 9 1.4.Roles of the forwarding service for air export in MBS Logistics: 9 1.5. Internship assignments in MBS Logistics: 10 CHAPTER TWO: THE PROCESS OF FORWARDING SERVICE FOR AIR EXPORT AT MBS LOGISTICS 11 2.1. Practical process: 11 2.1.1. Receive packing list from customers and send booking request: 12 2.1.2. Receive the consignments at warehouse: 12 2.1.2.1. Receive FCL at CY: 12 2.1.2.2. Receive LCL at CFS and consolidate into FCL 13 2.1.3...
Words: 6229 - Pages: 25
...departments and production lines. It is very helpful to record everything that happens in the business because later on you can use all this information to gain the success, because you then can see what went wrong and you can fix that up. Or what went good and keep doing that. * Documents in the customer service department include order forms, customer complaint forms and brochures with descriptions of products and services, number of sales. All these documents are very helpful for the business because it clearly shows with what customers are happy and with what are not, sometimes it gives you clear instructions on how to improve certain products or services. A copy of a complaint it’s attached at the back of the assignment. External business documentation * Posters are a good way of promoting your business if are set up in a very agglomerate area. Future customers are able to see what do you offer, who you are, and where you are. It is also a good way of talking to your customers because in this way you encourage them to visit your store to see what you can offer them. Posters are cheap that last for long with no extra charges. It is a really good way of promoting your new business. Another good way of using them is to use posters on busses because they...
Words: 456 - Pages: 2
...1. Does the diary include sufficient information? No, the diary not provided enough information about the whole works of him as a customer service agent at Half.com. There have limited information about the workplace culture, technology, organization policies and goals and details about who to report to whom. 2. Identify the information in the article that you found useful * Grandma Rule In this case, Ryan is required to communicate with simplicity and clarity in according to Grandma Rule. I believe this information is useful for the application of Grandma Rule and for improve the quality of the customer services unit. * Preferring email communication It is interesting to read that Half.com prefers that the customers should submit their inquiries through email rather than by telephone for purposes of saving the time. Furthermore, in email, Ryan stress level may be lowered than those jobs where employee had to face the complaint in person. * How Half.com handle the fraud It is very interesting how the half.com promptly handles the customer complaint and charge the seller for any delay or negligence. The complaint handle process provided default provisions by that customer can recover the refund if the seller doesn’t reply to customer complaints within five days. Therefore, it is helpful for add some procedure in detail job responsibilities how the agent should act in such circumstances. * Time Management The most important thing that I found...
Words: 771 - Pages: 4
...BTEC HND Level 5 Hospitality Management (QCF) | Unit number and title | Unit 3 : Customer service | Start date | 1/11/2012 | Deadline | 22/11/2012 | Assessor name | Pratika Teyssedou | | Assignment title | Customer Service Scene: Ibis Hotels | The Purpose of this assignment is to: Understanding of customer service policies and the purpose of promoting a customer-focused culture and to gain skills to provide customer service. | Scenario : Ibis Hotels, the worldwide economy hotel brand of the Accor group, offers consistent quality accommodation and services in all its hotels, for the best local value: a well-designed and fully-equipped en-suite bedroom, major hotel services available 24/7 and a wide choice of on-site food and beverage options.As a world player in the economy hotel sector, Ibis Hotels is the European pioneer and leader in its market. It stands out because it is able to provide top quality services and amenities within a convivial atmosphere at the best value for money.Established on all five continents, Ibis is developing a worldwide network of ideally located, simple, modern and friendly hotels.Ibis offers all the facilities expected from a modern hotel, provided by dynamic teams committed to meeting customer needs round the clock. What’s more, Ibis is the first hotel chain to be awarded ISO 9001 certification in recognition of its services quality level.Because its guests’ well-being is always its prime concern, Ibis Hotels is continuously...
Words: 903 - Pages: 4
...Amazon has become one of if not the largest search engine of its kind on the internet [Capitalize "Internet" as the worldwide communication network] . A service provider of many services Amazon has the integrity and the ability to be the best. Amazon is well known for its accomplishment’s many have attempted but only a few have duplicated. With other websites like Google and YouTube, competition has stirred up web wars through customer attraction. This paper will dig deeper into the ongoing competition as well as the strategy that Amazon has taken putting themselves in the position Amazon, is it in today? [Writing suggestion: Unless in a quote or a title, avoid rhetorical questions in academic writing. A good idea is to provide answers, not questions] Everyone has the option to go with any website they choose while choosing the services they expect. Reasons along with examples are described [The passive voice is a form of "be" (are) and a participle (described). Over-use of the passive voice can make paragraphs officious and tedious to read. Prefer the active voice. For example, passive voice = The paper was completed on time. Active voice = the student completed the paper on time. See Center for Writing Excellence > Tutorials & Guides > Grammar & Writing Guides > Active & passive voice] and investigated within. The Evolution of Amazon There is fierce competition between different online retailers available. One of the largest being [Doctoral rule (but good...
Words: 1140 - Pages: 5
...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...
Words: 2164 - Pages: 9
...Planning and Measuring Performance MGT 521 Rita Marlow January 19, 2013 Wal-Mart was the company I used in my Organizational Planning assignment and I feel that this organization is successful in reaching their goals because they have good leaders who are capable of putting processes in place and determining which standards would be best to use in evaluating their company goals. There are many different ways of evaluating these standards to make sure that the company goals can be reached and it is important for leaders to make sure they are effective in measuring the company’s performance by utilizing the proper tools. Improvements in merchandise can be accomplished by setting standards such as requesting better quality from your suppliers. If the quality of the merchandise you are receiving is poor, you can either work with your current supplier to try and get a better quality product from them or change suppliers. A good friend of mine is a Purchasing Coordinator and his main functions in his position are to continually work with his suppliers in regards to cost, lead times, and quality of product. He has developed a good relationship with our suppliers which increase the company’s chance of getting a better price and better quality product. A tool that would be most effective in regards to determining which supplier offers the best quality would be benchmarking. Benchmarking would be very effective because it would give you an overview of various suppliers...
Words: 610 - Pages: 3
... | | | |Abstract Total quality management (TQM) has achieved notable success as a philosophy of management in manufacturing industry. This| |paper examines the differences between the manufacturing situation and that of service industry in general and the hospitality | |industry in particular to identify the similarities and differences and highlight the likely difficulties in implementing TQM in | |the hospitality industry. We conclude that the primary area of difficulty is in identifying appropriate quality measures. Some | |approaches to overcoming the problems are suggested and a case study of the application of measurement techniques in a hotel is | |described. | |1. Introduction | |Visualize the lobby of a hotel that is renowned for its quality service. The General Manager is discretely observing the activity | |in the foyer. | |Nearby is the front desk and guests are being checked in, and from his vantage point the Manager can hear what is being said. | |The front desk clerk is...
Words: 5410 - Pages: 22
...from what had been accomplished since the last meeting and setting further tasks towards the final target. All references of published projects, data and facts had been verified before they were cited in this report. All members of the group contributed to the composition of this report. The task taken by each group members are as follows : Ravi Ochani worked on the details about the organization, its operational process and Scheduling techniques. Alaxandar Anandhan took up environmental background(internal & external) and Quality management followed in organization. Anith Abraham involved himself with the HR & Job Design and problem identification relating to the key 10 OM’s. Karthik Krishnanath was assigned with the Service Design, Inventory management and maintenance involved in the organization. Allah Bux took up the Layout and Location strategy. The solutions were discussed as a team and everyone’s opinion was considered before entering in to the report. Formatting and compilation of the report was done by Karthik and Alaxandar while Proof reading was done by Ravi and Anith. We hereby declare that by submission of this report: * No part of this work has been copied from any other person’s work except where due acknowledgement is made in the text; and * No part of this work has been written by any other...
Words: 4976 - Pages: 20
...nd Conditions Western Union® Terms and Conditions Western Union Money TransferSM Service Terms and Conditions WESTERN UNION MONEY TRANSFERSM SERVICE Our Responsibility to You Your Responsibility to Us Foreign Exchange Cancellation and Refunds Customer Service Registration Password and Security Disclosure of Personal Information to Third Parties Liability Intellectual Property Links to Other Web sites Entire Agreement Transfer Termination and Suspension Third Party Rights Severability Governing Law Data Protection Western Union Online Terms and Conditions (English law version) IF YOU ARE 18 OR OVER AND RESIDENT IN THE UNITED KINGDOM, YOUR AGREEMENT WITH US WILL BE MADE ON THESE TERMS AND CONDITIONS. THESE TERMS AND CONDITIONS APPLY TO AND GOVERN YOUR ACCESS TO AND USE OF THE WESTERN UNION ONLINE WEBSITE AND THE SERVICES AVAILABLE ON THE WESTERN UNION ONLINE WEBSITE. IT IS IMPORTANT THAT YOU READ AND UNDERSTAND OUR TERMS AND CONDITIONS BEFORE YOU ACCEPT THEM. THEY CONTAIN LIMITATIONS ON THE SCOPE OF OUR OBLIGATIONS TO YOU, AS WELL AS LIMITATIONS ON AND EXEMPTIONS FROM OUR LIABILITY TO YOU IN THE EVENT THAT YOU SUFFER LOSS AS A RESULT OF USING OUR SERVICES. WE HAVE HIGHLIGHTED IN BOLD THOSE PROVISIONS WHICH DO THIS. As used in our Terms and Conditions, the terms: (a) "bank card" refers to a Visa® or MasterCard® credit card or debit card issued by or through a UK bank or building society; (b) (c) "card issuer"refers to the issuer and owner of a bank card; "prohibited purpose"refers...
Words: 5451 - Pages: 22
...Multimedia University Bachelor of Accounting / Advanced Taxation BAC 4644 / Tutorial 1 Dr. Nakha Ratnam Somasundaram Sales tax and service tax Question 1 What do you understand by sales tax? Answer 1 It is form of indirect tax imposed on consumers and collected by enterprises. It is accounted by the enterprises to the Royal Malaysian Customs and Excise Department. Question 2 What is the scope of charge of the sales tax under the Sales tax Act of 1972 (as amended)? Answer 2 Section 6 imposes the tax. Under that section, sales tax shall be charged and levied on all taxable goods: a) Manufactured in Malaysia or acquired under the provisions of section 9 by a taxable person and sold used or disposed of by him, otherwise than by sale or disposal to a licenses manufacturer authorized by the Director General to acquire such goods without payment of tax b) Imported into Malaysia by any person for home consumption It is a single stage tax. A single stage tax means it is imposed only once. And it is imposed upon acquiring manufactured products from manufacturers or by Customs when the goods are imported from outside Malaysia into Malaysia. At the manufacturing stage, the tax is imposed at the output level. The taxes are collected and paid over to the Customs by the manufacture. In the case of import the importer would pay the tax to the Customs. However a manufacturer acquiring a product form another manufacturer for additional processing...
Words: 3349 - Pages: 14
...BAB II LANDASAN TEORI II.1 Manajemen Laba II.1.1 Pengertian Manajemen Laba Salah satu ukuran kinerja perusahaan yang sering digunakan sebagai dasar pengambilan keputusan bisnis adalah laba yang dihasilkan perusahaan. Informasi laba sebagaimana dinyatakan dalam Statement of Financial Accounting Concept (SFAC) Nomor 2 merupakan unsur utama dalam laporan keuangan dan sangat penting bagi pihak-pihak yang menggunakannya karena memiliki nilai prediktif. Hal tersebut membuat pihak manajemen berusaha untuk melakukan manajemen laba agar kinerja perusahaan tampak baik oleh pihak eksternal. Manajemen laba (earning management) didefinisikan oleh beberapa peneliti akuntansi secara berbeda-beda sbb : 1. Widyaningdyah (2001 :92) membagi definisi manajemen laba menjadi dua yaitu: 14 15 a. Definisi sempit Earning management dalam hal ini hanya berkaitan dengan pemilihan metode akuntansi. Earning management dalam artian sempit ini didefinisikan sebagai perilaku manager untuk “bermain” dengan komponen discretionary accruals dalam penentuan besarnya laba. b. Definisi luas Earning management merupakan tindakan manajer untuk meningkatkan (mengurangi) laba yang dilaporkan saat ini atas unit dimana manager bertanggung jawab, tanpa mengakibatkan peningkatan (penurunan) profitabilitas ekonomis jangka panjang unit tersebut. 2. Healy dan Wahlen (1999: 368) memberikan definisi manajemen laba yang ditinjau dari sudut pandang penetap standar, yaitu manajemen laba terjadi...
Words: 6926 - Pages: 28
