Service Management

Service Management
Service Management Introduction It is considered that the most critical thing for a company is to effectively and efficiently deliver the service to
the customers. It does really matter which industry the organization is operating in, the features of services have be taken very seriously and in
addition to that, customers have to be satisfied in order for the organization to grow. It has been argued by numerous scholars that the primary need of
the customers in the modern business world is to have a good experience, along with added value to be served to them. It is important to note that
regardless of the capabilities of a product, the organization is not likely to be successful in accordance with its full potential if the offered... Show more
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The concept of the service is considered to be the mutual understanding between the received nature of the nature and the provided nature of the
service by the organization. In addition to that, it should also be able to summarize the information regarding the idea of the organization, the
experience of the service, the outcome of the service and the operation of the service as well as the value of the service which is given below.
When a customer goes out and generally considers the things around while doing routine work, it is likely to be attracted by the experience that it
receives with the service provided by the organization. This is a motivating factor for the customer and is likely to attract the customer if applied
well. In addition to that, it is an important thing to note that under the examples of a customer going for a walk in the park, its experience of the
service would include services which are fun and lively for all the age groups, there is a variety of attractions, the queues for the major rides,
entertaining and exhilarating, easiness and the time taken to buy the required ticket. Apart from that, the operation of the service would include a
massive car parking area, good signage to the park, clear map sites, various kinds of queuing procedures, a variety of outlets containing food as well
as the more the attractions and rides, the better the operations of the services. The experiences as well as the operations of service
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Service Strategies : A Successful Service Strategy
Service Strategy
A successful service strategy has to be implemented through executing thorough analysis, understanding customer demand, commitment from staff
/management, intense dedication and a considerable financial amount allotted for spending. Policies and procedures should be outlined and must be
customer service oriented. The work –flow should promote reliable service. A comprehensive contingency plan must be in place to ensure
uninterrupted service to customers in case of an unforeseen event such as a natural disaster. The customer's need must always be considered as top
priority every step of the way. There is several long–term business initiatives that are best practiced by ingraining them in the minds of employees and
... Show more content on Helpwriting.net ...
Service Strategy from a business perspective is a critical component for customer retention, satisfaction and growth opportunities. A successful Service
Strategy is designed to meet the need of an audience and is the forefront of delivering the right products and services to meet the demand of the
customer. It provides guidance on leveraging service management capabilities to effectively deliver value to customers and illustrate value for service
providers. Management is responsible for strategically developing target markets, setting objectives and expectations, benchmarking customer
satisfaction/feedback and identifying opportunities and weaknesses for strategy improvement. Service strategy provides foresight into future growth
positioning along with thorough analysis of the return on investment (ROI). Service Strategy defines management style by focusing on IT management
along with primary purposes including: perspective, positions, plans and patterns.
Strategic perspective encourages management to create a more robust action plan and to adhere to more informed decision–making opportunities.
Initially, goals and objectives are set. Management responsibilities include: setting transparent goals, clear objectives and accountability. Visualizing the
business scope is essential in creating an optimum perspective strategy. Perspective defines the clear vision and direction of the company's ultimate
objective. Perspective

Service Quality And Service Performance
Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their
insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as
fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful.
For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with
customer perceptions and expectations. (Carlsson, 2010)
Service Quality as described by (William G. Zikmund, 1993) "is the degree to which the performance of service provider's matches customer
expectations. It can also be defined as those essential characteristics of a service that measures its excellence".
Researcher's trust that the service quality theory depends on the literature of client satisfaction and product quality. In other words, service quality can
be defined as the customer's overall journey of experience with the product, which can be measured by customer satisfaction while experiencing the
service.
The two major components of service quality are
1.Technical Quality of a Service– This component of service deals with what is the product that is delivered or served to the customer. All the physical
characteristics involved in service delivery come under

Customer Service For Services For Yelp Essay
Customer Services for Yelp
Shuo Yang
California Lutheran University
Customer Services for Yelp
Introduction
In 2004, former PayPal employees, Russel Simmons and Jeremy Stoppelman founded Yelp (Jeffrey, 2007). Then Yelp rapid grow up and become a
famous worldwide enterprise as well as the largest local online reviews site of the American. Yelp mainly provides online services through Yelp.com
and the Yelp mobile app. All Yelp users are not only customers but also reviewers. As acustomer, you can search for a restaurant or hotel in Yelp, and
you can see the location as well as a brief description provided by the users, who will be given the number of reviews star rating, usually those who
are personally experienced consumer reviews of the merchant services.Besides local search, users can also use Yelp to find reservations and
choose order pickup or delivery. As a reviewer, you can also give business in scoring Yelp site, submit comments for the business and exchange
shopping experience with other customers. Now, Yelp appeals 142 million unique visitors per month and 57 million users reviews whose range
covers restaurants, shopping centers, hotels, tourism and other areas of business (Griffith, 2011). In November 2011, Yelp submit an Initial Public
Offering (IPO) to the Securities and Exchange Commission (SEC). On March 2, 2012, local review site Yelp (Nasdaq: YELP) began public listing
successfully on the New York Stock Exchange (NYSE) (Douglas, 2011)

Quality in Services
What is Quality?
"The totality of features and( characteristics of a product or service that bear on its ability to satisfy stated or implied needs."
–Kotler
"Quality must provide goods and( services that completely satisfy the needs of both internal and external customers. Quality serves as the "bridge"
between the producer of goods or services and its customer."
–Johnson & Weinstein
"Quality is( consistent conformance to customer's expectations."
–Stack et al
( "Quality is a predictable degree of uniformity at a low cost with a quality suited to the market."
–Deming
"Higher quality has a beneficial( effect on both revenues and cost."
–Gummesson
Why Quality Matters?
In this increasingly competitive world, ... Show more content on Helpwriting.net ...
Team efforts play an important role. Effective implementation ofservice quality is possible trough excellent internal marketing program one of the
approaches is total quality management (TQM).
3) Monitoring Service Quality:
In order to monitor service quality various tools and techniques are used, they are:

1. Statical Tool,
2. Quality Function Deployment,
3. Internal Performance Analysis,
4. Customer Satisfaction Analysis. Research Model
Perceived service quality as a customer–based performance measure: An empirical examination of organizational barriers using an extended service
quality model was done by A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml.
Perceived service quality as customer–based performances measure is also known as SERVQUAL Model. This study empirically examines
organizational barriers to delivering high–quality service performance as measured by customer perceptions and expectations. Using the extended
service–quality model developed by Zeithaml, Berry, and Parasuraman (Journal of Marketing, 52, 35–48) as a conceptual framework, five specific
propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design
involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have

Web Service And Web Services
ABSTRACT
Web Services are modular, self–describing, self–contained and loosely coupled applications that can be published, located, and invoked across the
web. With the increasing number of web services available on the web, the need for web services composition is becoming more and more important.
Nowadays, for answering complex needs of users, the construction of new web services based on existing ones is required.
This problem is known as web services composition. However, it is one of big challenge problems of recent years in a distributed and dynamic
environment. The various approaches in field of web service compositions proposed by the researchers. In this paper we present a review of existing
approaches for web service composition and compare them among each other with respect to some key requirements. We hope this paper helps
researchers to focus on their efforts and to deliver lasting solutions in this field.
KEYWORDS
Semantic Web Service, Semantic Similarity, Web Services Composition, Composition Techniques.
1. INTRODUCTION
Service Oriented Architectures (SOA) and Web Services are presented in the mainstream scientific and industrial for many years. SOA is an
architectural paradigm and interactions or patterns between them for components of a system. In this architecture, service is a contractually defined
behavior that can be implemented and provided by a component for by using another component [1].
Web service is a [2]. software component that takes the input

Definition Of Quality Service And Service
Table of Contents
Our Mission Mission Statement Definition of Quality Service
Hospitality vs Service
Customer Service Basics Introduction of Customer Service
How to Achieve Outstanding Customer Service The First Impression Steps for Attaining Superior Quality of Service Service Personnel Etiquette (Do's
& Dont's)
Dealing With Difficult Customers Communicating With UnsatisfiedCustomer Solving the Customers Problem(s)
Management Managing Change Managing Conflict
OUR MISSION
Mission Statement
Choice Hotels' mission is to set new standards for the nations expectations of the hospitality industry. We plan to continue to expand and grow our
reputation as one of our nation's most respected hospitality management companies. ... Show more content on Helpwriting.net ...
It is the customer! The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact,
the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else.
Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in
mind – pleasing the customer."
–Sam M. Walton, CEO Wal
–Mart

How to Achieve Outstanding Customer Service
The First Impression
Leaving a good first impression on our guests is very important to Choice Hotels. Sales people know that their success and livelihood is dependent on
how their potential customers perceive them in the initial 30 seconds of interaction. Outstanding salespeople know how to create an instantaneous
rapport with their potential customers. Customers alike will then follow their advice and buy our product and services. The reality is that we prefer to
do business with people whom we like and trust. First impressions are the key to creating confidence and trust in the customer.
As the old saying goes: "You will never get a second chance to make a first impression." This is the reason why the first impression is extremely
important to Choice Hotels, because it can set the tone for all of our future transactions.
Here are a few ways of generating positive

Customer services at Tesco
Methods used by Tesco to monitor if good customer service is taking place.
If Tesco's know how good or bad their customer service is then they can make improvements where appropriate. Since they are in such a competitive
market they must monitor regularly and act fast on anything which needs improving. Tesco's is such a big company it will be hard to monitor the
customer service in all the stores, but an easy and efficient way of doing this is to use mystery shoppers. This is basically when a researcher is paid to
act as a normal customer and just shop around the store, looking for any improvements and commenting on what is good. The employers working at the
store do not know who the mystery shopper is so results are accurate. This type ... Show more content on Helpwriting.net ...
* Check out and trolleys
Exchange and refunds
Tesco's does Exchanges and refunds on goods that are faulty after purchase. Tesco has a clear policy on returned items, so that customer services
do not frequently have to ask their boss for assistance or clarification. Tesco's will accept any goods back within a limited period, providing the
customer has kept the receipt, and will refund the money. Tesco's does not clearly explains the refund policy to a customer at the time of a purchase
is made, and the importance of keeping the receipt should be stressed, this is quit a bad way for Tesco's to show that they care about the customer by
telling them what they should keep after shopping at Tesco's. Tesco's can improve this by making sure to tell customers to keep their receipt incase any
problem occurs with it and that it can only be returned within 28days of purchase.
Speed of delivery
Tesco's delivering service is quit good because you could buy your shopping over the internet and have your purchase be delivered within a day or
two but the bad thing about Tesco's delivery is that they do not keep to delivery time usually delayed up to a day this shouldn't be so when you have
companies like e.g. Iceland and Safeway's competing against you. As well as Tesco's knows that no customer wants to purchases a large, heavy item
and then find's out that Tesco's don't do no delivery the

Service Operation Of A Service Industry
This report is based on an investigation of one service operation of a service industry, particularly in the telecommunications– Vodafone.
The purpose of this report is to investigate one service operation of a service industry that I am currently a customer. For this report, I have chosen a
telecommunication company; Vodafone. Another reason is that not only I am familiar with the company but also have been with the company for eight
years.
Vodafone New ZealandLimited was established in 1998 when Vodafone group purchased Bell South New Zealand Limited which is an American
telecommunication company. Vodafone's major competitors are Spark
– also known as Telecom and 2 Degrees mobile (Vodafone New Zealand, 2014).
This report also analyses the aspects that Vodafone New Zealand will have to take into consideration in terms of staying as the top telecommunication
company in New Zealand. As noted in the executive summary, there are four main sections in the report which includes the company background,
Description of personal experience, Concepts that will be used as well as Recommendations on how the company can improve its service offerings.
The four concepts that are presented in this report are: Service quality, Customer value, Employee empowerment and Service recovery.
Background
The Vodafone Group is a British multi–national company that was founded in 1984 in London, UK and was a joint venture of a company called
Racal Electronics or also known as Racal Telecom

Service Sabotage
INTRODUCTION The relationship between frontline service employees and customers has always been interesting research topic for service
marketers as the customer–contact service employee is the service and organization in the customers' eyes and consumer interpretations of employee
performance will create their impression of the service brand (Zeithaml and Bitner, 2009). Most early work on service frontline employees is based on
the assumption that interaction between service encounters and customers is harmonious and productive, where service provider tries its best to
satisfy customer's needs and expectations and where service failure is generally described as service performance that fails below a customer's
expectations for all kinds... Show more content on Helpwriting.net ...
Hartline and Ferrell (1996) state that main causes of negative employee behaviour are stress, frustration, and confusion inherent in the
boundary–spanning service role. This perspective is sympathetic to the front line service employees as authors suggest that ambiguous roles frustrate
employees and this impacts on consumer satisfaction and consequently on the service brand. Employees may feel overworked, badly paid, and highly
stressed (Hartline and Ferrell, 1996), which affects their behaviour. Harris and Ogbonna (2002) deny this perspective, and its assumption that
employees are "malleable" and "submissive". They also deny perspective that a saboteur is "deviant" as this may suggest that the individual is acting
irrationally. Employees willingly misbehave and are fully intent in such actions (Harris and Ogbonna, 2006). Authors suggest that sabotage offers
"equalisation" as it allows employees to react to difficult consumers or management demands (Harris and Ogbonna, 2006). Through a survey of
low–wage frontline customer–contact employees Harris and Ogbonna (2006) showed that service workers' characteristics are linked to their tendencies
to sabotage service encounters, and service sabotage behaviors are associated with individual and group rewards, effects for customers, and other
performance measures. Their findings further show that management control efforts and perceived labor market conditions are also linked with service
sabotage and

Marketing Services Ebay Customer Service
Part 1 Dissatisfying Service incident2 * Circumstances Leading to the Incident2 * What Occurred During the Incident 2 * What made the Incident
dissatisfying3 * What could or should have been done differently3
Part 2 Critical Incident Analysis4
* The customer gap4 * Type of encounters that occurred4 * Source of displeasure/pleasure4 * Dimensions of the servqual scale5 * Reliability 5 *
Responsiveness 5 * Assurance5 * Empathy6
Provider gap 1 The listening gap6 * Inadequate service recovery6
Provider gap 2 Service designs & standard gap6 * Poor service design6
Provider gap ... Show more content on Helpwriting.net ...
After one hour of trying to figure out what was happening to my business, I was more confused than ever.
I sent an email to EBay the day after trying to enquire why my store was cancelled and EBay replied back with an automated email with information
that was not relevant to my case.
What made the Incident dissatisfying * There was no customer support system set up in Australia. * Customer had to contact service support in
America. * Communication was really poor, no reply was made on EBay's behalf through phone or email. * The operator was rude and lacked
communication skills. * No service recovery was in place, or customers weren't provided with another option. * Level of attention was low, the
operator didn't care and showed frustration really easily.
What could or should have been done differently
This whole incident could have been prevented if there was actually a customer service support based in Australia, or if EBay actively replied to
customers regarding their specific issues, instead of replying via an automated email system that sent out generic responses. The operator could have
handled the situation much more efficiently, instead of letting the situation control her attitude. It seems that EBay had no recovery strategy in place to
combat these complex issues and they only rely on a computer system to solve problems that require

Challenge For A Service Organization
A Challenge to a Service Organization
Leona English
SRV 340
Ashford University
Instructor Fritzenkotter
January 6, 2016
Challenge to a Service Organization
Defining Service There has to be an understanding of the complexity of services before one can begin to determine what challenges face the service
industry and the most efficient means of facing those challenges to maintain success. A service organization provides intangible services for a
monetary value as perceived by the consumer (Lovelock & Wirtz, 2011). A simple definition is that there are no physical items exchanged in a
service transaction as opposed to retail where an item is given in exchange for a predetermined price point. This paper will provide ... Show more
Bureau of Labor Statistics (Service Organizations, n.d.), almost 100 percent of the new jobs between 1990 through 2002 were in the service industry.
The forerunners of service organizations were health and wellness, human and social services and staffing agencies.
Slow Economic Times and the Service Industry While some industries flounder during slow economic times, the service industry, typically will not
have the significant difficulties. Service organizations such as medical related fields, waste collection, and funeral homes are a few examples that will
continue business as usual (Beattie, n.d.). Consumer demand remains constant in fields due to, in part; medical care, garbage disposal and funerals are
daily activities in society. These industries may flourish during times of disease epidemics such as influenza and natural disasters such as hurricanes
and flooding. (Service Organizations, n.d.). Locations that are prone to circumstances such as tornados in the central plains region of the United States
which include Oklahoma, Missouri, Kansas and parts of Texas may have seasonal increases in the healthcare, waste management and interment fields
(Carbin & Schaefer, 2009). In comparison, services that do well or may even increase during a recession include higher–education and technology
organizations (Service Organizations, n.d.). For example, in a

Information Services And The Area Of Web Services
BN402–Year 4–XML & Web Services
Web Services
SOAP vs REST
Within the area of Web Services
Submitted by:
Sharon Grey: B00052916
Submission date
March 2015
Declaration
I hereby certify that this material, which I now submit for assessment on the programme of study leading to the award, Honors Degree in Computing in
the Institute of Technology Blanchardstown, is entirely my own work except where otherwise stated.
Author: _____В¬Sharon Grey___________ Dated: ____March 2015____
. . . . .
Soap (XML) vs REST (JSON) within the area of Web Services
Figure 1.
Introduction:
Web Services describe an area of computing which define the method of communication used by machines to interact with each other over the internet.
A web service is a method for applications that are written in contrasting languages to be able to transfer data between one another without any

problems. Two kinds of Web Services are SOAP (Simple Object Access Protocol) and REST (Representational State Transfer).
SOAP characterizes a communication protocol for XML based message exchange. SOAP utilizes transport protocols such asHTTP and SMTP. SOAP
provides simplified communication methods through firewalls and proxies. It is both language and platform independent. SOAP uses SOAP messages
in order to transmit messages. The SOAP message is a standard XML document which contains the following elements: An envelope element
(required), a header

Essay On Service Quality
Service Quality Service quality is a comparison of expectations with perfomance. A business with high service quality will meet customer needs whilst
remaining economically competitive. The best way to measure the user satisfaction is to assess the relationship between customer satisfaction and
service quality. Service quality has different definitions. To what extent a service meets customers' needs or expectations is called service quality.
Service quality is the difference between customers' expectations of service and perceived service (Parasuraman, Zeithaml, and Berry, 1985). ... Show
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The relationships between the service events, the customer's prior and post perceptions, and perceived and actual quality of delivered service all jointly
determine the success or failure of generating value (Grot and Dye, 1999). The customer value hierarchy suggests that desired value is composed of a
preference for specific and measurable dimensions; the attributes, attribute performances, and consequences linked to goals for use situations. Desired
value, in turn, guides customers when they form perceptions of how well or poorly a product has performed in the use situation. That is, they evaluate
use experiences o n the same attributes, attribute performance, and consequences constructed in their desired value hierarchies. Customer value is the
difference between the values the customer gains from owning and using a product and the cost of obtaining the

Service Management
Introduction
The service industry interacts with our lives on a daily basis. Services can be defined as deeds, processes and performances. When considering the
differences between products and services, intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often used
(McColl–Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4)
perishability (Kotler, Brown, Adam, Burton, Armstrong 2006). To deliver a qualityservice, managers also pay attention to the importance of tangibles
that support service delivery as well as service delivery blueprinting. Managers must also accept that service failures occur and be able to ... Show more
The gap between expected and perceived service is a measure of service quality. Fitzsimmons & Fitzsimmons (2001) stated that measuring this gap
through the customer feedback process is standard practice for leading service companies.
The gaps model is one framework that can help the service organisation maintain service quality (Zeithaml & Bitner 1996, cited McColl–Kennedy &
Kiel 2000). The core concept of this model is the fifth 'customer gap'. The key to success in the management of service quality is to eliminate the
customer gap. In order to do this the organisation must firstly eliminate four prior organisational gaps; (1) not knowing what customers expect (2) Not
selecting the right service designs and standards (3) Not delivering to service standards (4) not matching service to promises made. McColl–Kennedy
& Kiel (2000) propose that if gaps one to four can be kept closed, then the fifth gap, which is the customer gap, can be bridged.
The following case study has been used to explain how the gaps model can be applied. In the context of the case study the passenger is considered a
'personalising' customer. The passenger expected personalised customer service, recognition and satisfaction in the airline business class service that
was chosen. The passenger booked a return flight to Hong Kong on Qantas Airways flying their new

Gaps Model Of Service Quality
Aaron Klinger, MD (Chief Resident, Medicine)
Gaps Model of Service Quality Dr. Klinger, the Chief Resident at the Metro Hospital, just bought a house and is expecting a baby soon. His most
difficult patient is his moody pregnant wife. He is also teaching rounds to resident doctors at the hospital. Dr. Klinger was aware of patient non verbal
cues and appeal to the emotional needs of the pregnant patient, Lila Gonzales. This behavior closes the listening gap. Gaining trust is important to
patient care, patients are more likely to open up to providers if they know that they are not going to be judged. When Mr. Collins, patient with alcohol
withdrawal, had some concerns about his work, Dr. Klinger used honest and compassion to create open communication instead of being blunt. He also
listened to Mr. Collins' complaints and guilt–ridden admissions. This closes the listening gap. He learned to recognize his individual patient's needs.
Clearly there is a service design gap at the Metro Hospital because Dr. Klinger does not even have time to sit down and eat. Metro Hospital should hire
more physicians to meet the demand of the patients. Before performing a lumbar puncture, Dr. Klinger rush through the explanation using terms the
patients cannot understand. His busy schedule has affected his service delivery and performance negatively.
Dimensions of Quality
During Klinger could not remember the name of the nurse because she was not wearing any name tags. It is important for

Speech On Customer Service
Introduction
I.Good morning sir! Please have a seat. How may I help you?
II.Concierge. Good morning sir. How may I help you?
III.This is how I greet my guest everyday during my working life at Bayview Hotel, Langkawi Island.
IV.I have learned so many things about customer services and how to reachcustomer satisfaction when I worked as a sales person at the hotel.
V.In my speech today, I would like to inform you about the importance of customerservice, types of customer behavior and what skills needed in order
to reach customer satisfaction.
Body
I. There are several reasons why a customer service is important in tourism industry.
A.According to Business.gov.au website, good customer service can help your business to grow in many ... Show more content on Helpwriting.net ...
They are suspicious and don't seem to trust or care to know you.
3.They will give you short and indecisive answer like "maybe" or the dreaded "I don't know".
a.Example of customer who has this behavior is mostly people from China or other country that can't speak English so well.
C.Next types of customer behavior is the Chatty Kathy
1.They are highly sociable and very optimistic.
2.These people are warm and friendly but sometimes too friendly.
3.Try to make them stop talking and decide, but in a friendly way.
a.This type of customer is usually the elderly person.
D.The last type of customer behavior is the Jackpot.
1.They are open–minded, flexible and friendly.
2.You need to know what does this customer like and how you can help them.
3.A mostly customer who has this type of behavior is from the western country such as United Kingdom.
III.There is several skills needed by sales person in tourism industry. A.You need to be patient.
1.You will meet different types of customer from different types of country every day.
a.Be sure to stay patient and keep smiling when dealing with them.

B.You need to be knowledgeable of the product.
1.As an employee, you need to know in overall about the product and services that your company

Questions On Customer Service And Customer Services
Outline
i.Introduction
This main purpose of this paper is to tell the main problems a company may has on the customer services, it point out that many companies may issue
on dealing with customers feedbacks thus it lead enterprise loss their market share because of bad performance on customer services and they may
give the bad comments on company's products and services. Therefore, they need to establish a system ii. Body 1
It will analyze several problems a company might have, a company may hard to collect customers' feedback and manage it, and then some company
may hard to provide latest information for customer. Moreover, lots of company can't give the solution to customer instantly, thus it is necessary to set
up a customer services system. iii. Body 2
Based on those analyses, Melissa's food products may have confuse about managing customer's complain about their products, therefore it provide
suggestion for this company to set up a calling center in order to receive buyers' advice through the telephone, which company can give the response
immediately. iv. Body 3
Auto email system is a good way for company to offer the latest information to those buyers and let them know the changes about the products and
companies; this is a flexible way to send the information to those customers.
v.Body 4
Live chat system is a good platform which connect relationship between company and customer, it is also a flexible system which offer a channel for
customer to provide their idea

Human Services
Unit 1 Assignment
To receive credit for completing the questionnaire, you need to submit your questions and answers to the dropbox. Follow these instructions to do so: 1.
After you have submitted your questionnaire, you will receive an email with a copy of your answers. Open the email and copy all of the questions and
answers. 2. Paste the questionnaire questions and answers that you just copied from your email into this document. 3. Save your assignment as
lastname_Unit1_assignment.doc.
Paste Your Questions and Answers Below: can take to make youreducation a priority.* Please note: your responses are for informational purposes only
and will not affect your continued enrollment in the program. *
In order to keep ... Show more content on Helpwriting.net ...
What are some of the populations that are in need of human services and what settings and populations would you prefer to work in the future? *
Many of the populations that are in need of human services and the settings and populations that I would prefer to work in the future would, most
definitely, be the prisons, jails, shelters, and the mental health facilities.
Is there a demand for human services professionals in your geographic region? *
Yes
Does your state require licensing or credentialing for human services professionals or social workers?
Yes
Do you already have a college degree?
No
What are your plans for continued education beyond an associate's degree or bachelor's degree? *
My plans for continued education beyond an associates degree is to obtain a masters and/or doctoral in psychology
Explain any work experiences in human services that could be equivalent to college level credit. *
This question I am not sure of. I would have to say that if a person has had a certain amount of time and experience working in human services, that
alone, should be equivalent to college level credit.

Do you have experiential learning that is similar or equivalent to courses offered in

Customer Service
Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions.
Their growth is mainly attributed to acquisitions of smaller competitors. E–Z RP was such a company that despite its inferior size compared to
Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact
and acquired E–Z RP with the aim to improve in that respective area. Just as it is the case with most acquisitions, job uncertainty at E–Z RP came into
question when the acquisition was announced, however, all of the employees were able to remain employed. The issue was that most of the positions
E–Z RP... Show more content on Helpwriting.net ...
Case Questions 1.Outline the specific information that Matt should collect to build a case for improving customer service at Datatronics.
2.Describe your top ideas for Matt to present to Joel next week. 3.How would Matt get Joel to support his ideas? 1.In order to improve customer
service at Datatronics Matt will need to present a solid case in which he should consider the following items: How many customer service
representatives are working in the Datatronics call center? What is their current knowledge of the products and what are some of the areas they
will need to catch up on? How much time does a CSR spend on a single call on average? How many calls end up unresolved with the first call?
What is the potential for reducing that time through improved education of CSR's? How is the training being conducted on existing reps and new
hires currently and how much time exactly is being allocated to that activity? Provide a means for customers to provide feedback after calls to
acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement o Information must be
allowed to be fed back to the individual development teams to allow for controls to be put in place for product improvement Conduct anonymous CSR
survey about working conditions and their own satisfaction levels along with an opportunity to provide ideas for

Customer Service
TASK SHEET FOR UNIT 838
This activity will provide evidence for Mandatory unit 838 – Demonstrate understanding of customer service for Diploma in Customer Service Level 3.
Learning Outcome 1: Be able to follow their organisation's accepted customer service language
Assessment Criteria:
1.1 Communicate to customers their organisation's service offer, how it balances organisational and customer needs and how it meets customer
expectations
1.2 Compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations
1.3 Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations
Your task ... Show more content on Helpwriting.net ...
DATE: ............................................
ASSESSOR COMMENT AND SIGNATURE: ............................................................
–––––––––––––––––––––––
We are committed to high standards in our work. We will be a centre of excellence and will offer you the best relevant service we can. We will
offer some services ourselves and others will be provided by experienced and high quality partners. The following list of service standards is the basis
of our partnership with you. Together we will review these on a yearly basis to ensure that we continue to provide you with professional, timely and
relevant services.
To deliver a comprehensive support service that strives to meet the needs and aspiration of all our customers we will focus on: A great welcome and
easy access to our services Written information about the service we will provide to you with deadlines Talk to you regarding the design, development
and delivery of services within the Centre Provide and assist community groups in delivering community activities and events in the Centre
The following is an outline of the commitment required by us all to develop

Service Overview On Online Web Service
Service Overview
It has been difficult for Belk to bridge the gap between the digital online and in–store customer experience. The best service that offers in Belk is if
customers can return items purchased within 180 days of purchase with the original Order Summary, the customer service will refund the full purchase
price to the customer's original form of payment. However, for returns without a merchandise receipt or after 180 days from purchase, customer
service will refund the lowest sale price offered in the last 30 days, credited to customer's Belk Charge or a Belk Gift Card. But on the contrary, Belk
online web site offers many services that consider unique and helpful. They provide free shipping orders, next day delivery, tracking an order and
write and read product reviews. Belk provides excellent online service but not in store service.
Most of the services are standardized but the personalized service exists during thanksgiving, Christmas and other festive occasions when they need to
purchase customized gift items. However, the companies that also offer built in personalized services do well because they understand the need of
customers (jlwatsonconsulting.typepad.com).
Pre–entry Services It was not difficult to find a parking space because Belk is located in a big mall where there is a common parking for all. There
are directions indicated for the parking. No one was greeted, perhaps because of surging crowds and the receptionist at the entry point couldn't

Service Dogs
Centralized training and registration for Service Dogs
Dessie Marek
UMUC
Abstract
In today's evolving society, there is more mobility that ever for people with disabilities. One of the things that allows this to happen is the use of
service animals. Problems however arise when people try to cheat the system. Attempts to pass off pets as service animals, improperly trained
animals, and businesses with lack of knowledge on laws all contribute to ongoing frustrations. The need for a centralized training standard as well as
government registration and regulation of service animals is clear and immediate. If standards can be established within breeding clubs for "Good
Citizen" training, then it can be done for service dogs. Then, once ... Show more content on Helpwriting.net ...
Assistance dogs such as emotional support dogs are not trained for tasks or needs of the owner but rather to provide companionship for the owner.
The main reason people are offered an emotional support dogs is to help cope with mental or behavioral health issues that do not require
assistance outside of the house. Emotional support dogs are often given to victims of domestic violence and children with emotional disorders. The
biggest difference between the emotional support dogs and service dogs is that while emotional support dogs are trained to comfort and be there
emotionally for their owners at home, they are not needed for daily living support like service dogs are. One of the primary reason that emotional
support dogs would need to be identified as such is to take advantage of the loophole provided in the law. (Huss, 2012) So service dogs need training.
One of the problems with people who need a service dog is that it is hard to know where to start. Their doctor tells them that they need one and gives
them a letter stating so, but then they are on their own. Most people look to service dog organizations. These organizations train the dogs to their own
set standard and will try to match them up with the right dog for their needs. This all of course comes at a cost to the disabled person. (who already
has many extra costs in life.) The costs can range from five hindered to twenty thousand. One the disabled person has decided that

Vetpride Services
VetPride Services, Inc. is honored to present our organization's proposal to provide Valet Parking Services for the hospital facility at the Samuel S.
Stratton VA Medical Center located in Albany, New York. We look forward to continuing our great work with the Veteran Affairs. We take great pride
in our history, reputation, and service delivery and widely recognized for our superior customer service. Our reputation in the industry is unrivaled and
we have never lost sight of what is most important in our business – providing exceptional parking services to our customers. We believe with a simple
approach to overall excellence and attention to service has allowed VetPride to thrive for over twelve years.
VetPride was established in 2004... Show more content on Helpwriting.net ...
Supported and empowered by VetPride's executive leadership our proposed implementation plan is essentially flawless. Our executive leadership team
plays an active role during implementation and throughout the duration of the contract to ensure the customer's complete satisfaction with the services
provided. Renowned by exceptional attention to customer service and operational detail, VetPride is by far the best choice. We maintain this distinction
by rigorous standards of recruiting, hiring, training, evaluation, and ongoing empowerment. VetPride is committed to a partnership with our clients by
providing efficient and convenient parking services. We focus on adaptability and responsiveness to our customer's needs. We strive to conduct
ourselves and serve our clients and customers with unwavering dedication and integrity. Currently, VetPride successfully manages and operates the 20
VA Medical Centers throughout the United States and has zero unresolved claims for personal or property damages. We are committed to the
healthcare industry and highly motivated to take Stratton VAMC parking operations to new levels of customer service and success. We welcome the
opportunity to do so. As a leader in the healthcare parking operations, VetPride has extensive experience in implementing valet parking service
programs ranging from simple to complex operations for hospitals. We would begin by forming a start–up team composed of VetPride and the Stratton
VAMCmanagement. The intention of the start–up team will be to provide a smooth transitional and successful introduction of our Company to support
the hospital facility. The strategy is to share pertinent information, develop procedures agreeable to both parties,

Essay on Customer Service
Customer Service 1) An investigation has taken place into the customer service practices of Sainsbury Supermarket, the investigation will show the
following,
2)
В· It will identify and describe the different types of customers and their needs,
В· It will identify and analyse the skills required in customer service.
В· How has sainsbury incorporated consumer protection into its customer service policy.
В· It will also describe how the organisation uses customer service to meet customer needs as well as strategic objectives.
The report will show how the Sainsbury Supermarket ... Show more content on Helpwriting.net ...
As seen in the diagram below:–
Sainsbury are based on four key principles these are:–
В· Commitment to invest in people and to achieved the business goals
В· Planning how skills, individuals and teams are to be developed to achieve these goals
В· Taking action to develop and use necessary skills in a well defined and continuing programme directly to the business objectives.
В· Evaluating out comes of training and development for individual's progress towards the goals, the value achieved and the future needs.
Below are sainsbury mission objectives which will includes the following:–

v Sainsbury have many products and services to offer to their customers in order to sell their products to their customers with quality products, and at a
good price.
v Sainsbury will know how their customers will response to the growth of the product i.e. attitudes to growth
v Sainsbury will see that they would mainly need to use the technologies at the check point.
v The strategy and the objectives may be presented within a sainsbury incorporate business plan.
Sainsbury strategy is contained by the following:–
v A mission statement, the statement of the type and level of the service to be delivered that indicates which market are to be served.
v The business environment to show the assessment of challenges facing sainsbury

Improving Quality of Service for Multimedia
There are two ways of providing quality of service for multimedia first, adding quality of service to current cloud computing infrastructure, and second,
adding quality of service between cloud and multimedia infrastructures. In former, It focus on adding quality of service in only on cloud infrastructure
In later case, It focuses on adding quality of service between cloud infrastructure and multimedia infrastructure. In this research we focusing on how
cloud can provide quality of service with help of multimedia applications. According to the properties of multimedia services, similar types of
multimedia services is processed through cluster servers. Each Media edge cloud is having three clusters such as Storage, central processing unit,
graphical process unit (GPU). All media related applications will be processed by GPU. Storage types of media applications will be processed
through storage cluster. To improve the performance of media cloud, cloud proxy is proposed to reduce latency. The mobile media proxy is designed
to deal with mobile multimedia computing. Mobile caching is included to process the mobile applications because, Mobile applications need to
perform with minimum number of resources. (Cybenko, G, 1989) Media cloud processing
Figure 4:Media cloud processing (Cybenko, G, 1989)
3.6 MULTIMEDIA CONFERENCING
Multimedia conferencing is considered as real time data exchange between several parties. Media conferencing have three components such as

Best Service : Communication And Customer Service Essay
Best Service: Discussion
The best service I encountered over the period of recording my service journals was at Back in Motion Physiotherapy in the Centre City Mall. The
processes that Back in Motion have in place make the service. The service environment and customer service was excellent. I am still going to Back in
Motion and their service hasn't slipped at all. The environment was excellent because the business is private with frosted glass around the outside
so no one can see in and the treatment rooms are also private. The waiting room was nice and warm and they had magazines, the daily newspaper
and they also had a TV that always has who wants to be a millionaire on. On my first visit (the one used for the service encounter journal) the
receptionist gave me an ACC form to fill out and told me what parts to leave and what I was required to fill out. They were running on time and the
physio shook my hand and introduced himself. He asked me my whole history and listened to my story first before he tried to diagnose the problem
and suggest a treatment plan. It was also easy to make conversation as he is our football club's physio and we train on the same nights so we talked
about football. I found the appointment reminder system great to, they text you the day before your appointment to remind you what time it is at. Back
in Motion also markets to Polytech students through the student wall planner and student diaries, they also offer a student discount and also a

The Service Quality Of An Organization
1. Introduction This report illustrates all about the service quality of an organization and this report helps to improve the quality of organization. In this
report shows the service quality, dimension, advantage of lean process, kanban process and ten principle of good business process management of this
organization. Aria gardens is one of the good service quality provider in Albany, New Zealand. Aria Gardens offers three levels of treatments. These
are provided in separate areas of the facility to guarantee that residents are cared for in a safe and appropriate environment. Moreover they got well
excellence award in 2014 for good quality of care provider. A main goal of quality improvement is to maintain what is existing health care system
while focusing on the area that need improvement. Recently this organization had a change in their quality of caring, they deployed Alpha bed or air
mattress to all residence because it helps to reduce bed sore from long term lying. Initially they introduce few product for demo purpose then after few
weeks' evaluation done by the quality team regarding the advantage of new implemented product and finally they decide to by this product.
2.
This session will explain the quality, service quality of a product and its dimensions. Most of organization choosing products based on the quality and
dimensions. 2.1
Quality
Quality is the ability of a product or service to constantly meet or exceed customer expectations

Online Retailing Service Services At Zappos
Zappos is a well–known online retailing service provider to its several customers. Zappos gives great customer service which comes with its own cost
which is far more than traditional efforts for maintaining customer relations. The cost can offset the profitability and the rate of return for any business.
There are many opportunities for cost reduction and improvement in bottom line by streamlining various activities such as offering bulk discounts and
incentives, which will encourage their customers to purchase more with every order placed. This could help reduce shipping charges. Another way to
cut costs would be, when their customers want their order shipped within one day, Zappos could charge a minimal fee to have this done.
Zappos customer service is unique, but they could benefit with offshoring customer services by cutting costs with employees' wages and the perks
that are currently given. This would eliminate Zappos costs of hiring, operating costs, training costs, scheduling, and manpower and save time.
However, there could be downsides to offshoring customer services such as; the decrease in customer satisfaction and security and privacy concerns
as overseas call center employees usually do not receive a background check like many call centers in the U.S. According to Abrams, it's our job to
make certain that customers have little reason for complaints. (Abrams, 2012, pp. 347).When a customer places an order, Zappos could assign a
personal customer service

Evaluate the Role and Benefit of Self-Service Technology...
In today's world, information technology advancement has prompted the development of self–service technologies. Self–service technologies (SSTs)
are the technological interfaces that allow customers to co–produce the services to serve by their own. It has brought significant changes to service
retailers as it has changed the way that how firms provide services to customers and how customers interact with firm. It enables customers perform
entire services by themselves without direct assistance from employees and makes service transactions become more accurate and convenient. Kiosks,
Internet, interactive voice response, and mobile services are types of SSTs that using by firms. (Castro et al., 2010, Meuter et al., 2000,NCR, 2008 and
NCR, ... Show more content on Helpwriting.net ...
For example, regarding the use of SSTs in airline service, passengers can check–in at airport by using the check–in kiosks themselves instead of lining
up in front of the service counter to check in. According to SITA's Airline IT Trends Survey п¬
Ѓndings (SITA, 2009), it forecasts that the use of agent
service for check–in will be dropped almost 30% and use of self–service check–in kiosks will be increased almost 8% by 2012. It shows that there is a
trend that passengers are more likely to use the SSTs to serve them by their own and the use of agent services will be decreased. So the airline
companies can hire fewer crews for providing the agent services and it would then reduce the cost of training their employees for performing the agent
services. According to Forrester Research (Jones, 2004), self–service check–in costs an airline 16 cents per passenger as opposed to $3.68 per
passenger by means of an airline agent. Thus, it means that a company which has employed SSTs may lower their cost as the cost of employing SSTs
is much lower than the rising labor cost.
Another benefit of employing SSTs to service retailers is that it may gain a competitive advantage over competitors. Delivery of high service quality
is a primary source of competitive advantage for service providers. As co–production through SSTs has become more popular

Customer Service Services At The Service Provider Essay
According to Lucas (2009), great customer service is presented by knowledgeable, capable, and enthusiastic employees who deliver products and
services to their customers and create consumer loyalty. From that point, it could be claimed that the best employees will build the best service which
surpass customer expectation and the result of that action is when customer repurchase or talk to another potential customers. In short, customer service
is the action when service provider gives customer what they desire. In addition, Gronroos (1983) proposed that service value is also affected by the
service provider. In this case, the term 'service provider' can be defined as the company workers. Moreover, employees achieve the consumer
satisfaction not only by the price but also by providing the excellent service. Different expectation comes from different customer and the satisfied
result depends on the experience or purpose of each customer. By defining the different between customer gender, customer age or level of customer
social status, service provider can create perfect strategies to finish company profit goal which comes from customer loyalty budget.
The important goal in achieving consumer loyalty is developing consumer satisfaction. By concentrate in customer service, company provides the best
care, the great customer appreciation and the special atmosphere which comfort customer or create memorable experience and the result is that they
want to reuse the service.
2.2.

Service Recovery
Introduction Service recovery is now recognized as a significant determinant of customer satisfaction and loyalty. As a result, stabilizing the endangered
relationship with dissatisfied customers by using the effective service recovery strategies and procedures became the main focus of much customer
retention to improve the competitive advantage of the hospitality organizations. In this research paper, we firstly indicate the unambiguous
interpretation and crucial role of service recovery in hospitality industry. Therewith the paper point out the predict variables of service recovery which
means the possible factors having great impact on the effectiveness of employee's service recovery performance. Furthermore, the paper ... Show more
Service recovery actions can be taken that may repair all or at least some of the damage done. The customer's final perception of the quality of the
service provider will be affected by the number and seriousness of the problems they encounter and how these problems are handled by the
operation (Colgate & Norris, 2001). Indeed there are some claims that customers may rate the encounter more favorably after a failure has been
corrected than if the transaction had been correctly performed the first time (Kelley & Davis, 1994). Based on the "cascade" in "moment of truth" ,
the first stage of the overall service interactions should be treat carefully by the operator. Even if the failures made during the very first time, the
operator should immediately corrected and try the best made the customer satisfied to avoid the high risk of dissatisfaction. On the other hand, service
failures that are not properly recovered can result in a decline in customer confidence, lost customers, negative word–of–mouth, potential negative
publicity, employee dissatisfaction and the direct costs or reperforming the service (Berry & Parasuraman, 1992; Lewis & Clacher, 2001).
Predictor Variables A large number of studies confirm that a good solution towards companies consumer complaints will greatly improve

Service Product
Service Product, Capacity and Demand for Hotel Student's Name: University: Date:
Introduction Australian hotels are one of most luxurious areas in the whole world. The hotels management is excellent and safe guarded following the
support from both private sector and the government (Carroll, 1991). The services get promoted through the internet making hence providing a large
market for the hotels. Moreover, the hotels have a history of ... Show more content on Helpwriting.net ...
Moreover, the hotel restaurants may also opt to offer services to accommodate customers in the dining room through different times during periods of
high demand. On the part of facilities, the hotels need to come up with strategies of designing capacity to be flexible. This flexibility capacity strategy
will provide the ability to deal with high levels of demand which also will help in cutting overhead costs of the hotel. Service model developed by the
Gronroos Gronroos' service model deals with offering an effective customer services. The expectations build on this model are functions of market
presentation, communications as well as consumer needs and learning. These models will help in filling the existing perception gap. Through the
model, it will be possible to identify the factors that contribute to management capacity and demand for hotels in Queensland. The quality of managing
the hotel become affected by the customer preferences and expectations towards the services offered in the hotel. The model developed by Gronroos
requires the service product to be customer oriented. The hospitality of the hotel need to recognize all aspects of a product that customers perceives.
The idea is to

Service Encounter
In this paper, I will be giving a report on my best service experience and any recommendations that could have made my encounter better from one of
ten service encounters that I conducted throughout the semester. I will also be including my worst service encounter experience from one of those ten
service encounter forms mentioned a moment ago as well as any recommendations that could have made the encounter one of my best.
On May 7, 2004 I had to take my son, Darian, to see an allergy and asthma specialist in Lexington, Kentucky. A few days prior to the appointment
someone from the office contacted me and went over a few things about his upcoming appointment. The lady I spoke to on the phone was very nice
and answered my questions ... Show more content on Helpwriting.net ...
The second one occurred with a transportation service.
I had telephoned her numerous times throughout the week to report that the heat was not working properly in the house and it was getting cold at
night during this time. After a week I was finally able to talk to her and she did not seem concerned at all and she said her brother worked on heat
/air units and she would call him and get back to me. Two days went by and I had heard nothing so I called her again and she said that she had
spoken to her brother and it would be a week before he could come look at. I then asked her what I was supposed to do in the meantime as I had my
son and my brother, who has Spina Bifida, who had to have some heat. Her response was simply that she did not know. In my mind, I was thinking,
okay I pay you four hundred dollars a month in rent for a house with no heat. I was getting furious at this point and told her that if I had to go stay in
a hotel I was deducting the expenses of the hotel, including the cost of food, from next month's rent. She had nothing to say to that comment I had
made to her. I then asked if she could call anyone else and she said no that her brother did not charge her anything. Again, the fact that I pay her rent
monthly came into my thoughts. She was in no way concerned with the welfare of my family, yet the rent from the house was probably going toward
taking care of

Service Management : Services Management Marketing
Ted GuiongoModule: Services management marketing
M00498708Module Number: MKT 3125
Due date: 8/12/2014Word: Count:
ASSIGNEMENT 1
Service organisations must be in close relationship with their customers nowadays, mainly if they expect to enhance their service or gain a strategic
advantage. Thereby most of firms interact consistently with the customer in order to perceive precisely what he needs and what he expects by buying
the service. Many service management theories or techniques are applied by these organisations to obtain the desired outcomes. In this essay I will go
through some of them: the service concept, understanding customer types and SERVQUAL customer perceptions and expectations. I am going to
carry on a ... Show more content on Helpwriting.net ...
The Customer is not really interested in the process or the management of the resources. This perception might differ depending on the customers or
staffs' point of view. o The customer experience: It's the customer's judgement and answer to their participation and exchange throughout the service
process and its outputs during the steps of their journey. o The services outcomes: The outcomes that the customer expects of the service process
through products, benefits, emotion and judgments and intentions.
Managers can use the service concept in a strategic goal to determine and communicate the nature of the business. Indeed several organisations can take
control of their service concept and make it explicit. The service concept could also be used as an alignment tool that associate various organisational
functions with joint aim and standard facing which their action can be checked. Another way that the service concept can be applied is by developing
new service concepts to drive innovation and provide strategic advantage, as opening up new market or differentiating the organisation from the
competition. By looking carefully at many factors as the market, the different customer segments or the customers' expectations in those segments, and
in the meantime getting a deep knowledge of the core competencies' operation, will lead managers to gain new and innovative concepts that would
attract customers and provide a considerable competitive edge to the

Disadvantages Of Service Quality
Quality as one basic dimension of competitive priorities is very important for companies, although different functions such as manufacturing, marketing
and engineering have different views of quality definitions, Garvin in 1987 clarified a framework of quality which includes eight dimensions,
performance, features, reliability, conformance, durability, serviceability, aesthetics and perceived quality (Ward, et al, 1998). Definitely, companies
could choose different one or more above dimensions strive to develop quality to be competitive priority.
For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is
much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic
which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor
intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has
already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve
competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures
and companies pay attention to measuring

Customer Service Services And The Service Sector
Since+ the global economy embraced customer service, issues regarding levels of customer service have become more prominent in service
organisations. Even now there are organisational managers with no training or knowledge of how organisations in the service sector require a
high level of customer service. This is ignorance of the fact good customer service can create a competitive advantage; increase profit; efficiency;
and increase staff and customer retention and satisfaction. Based on comprehensive reading and research, this essay looks at examples of three
service organisations and shows how many of the difficulties faced by the service sector are caused by a lack of awareness of, and training in the
importance of excellent customer service. Gilmore (2003) describes a service organisation as one where the perceived value of the offering to the
buyer is determined more by the service rendered than the product offered. Gilmore goes on to say customer service used within the service
organisation is an act, process or performance. The service can be intangible, such as legal services, health care and cleaning services. Or it can be an
element of a tangible product, like restaurants and retail outlets. The customer service used in service organisations are a series of customer
experiences designed individually by the organisation to create customer satisfaction and retention. It is important to be customer focused in the way
service experiences are delivered because

Services in Marketing
пѓ Services marketing are crucial compared to product marketing because services are generally produced while serving the prospect and consumed
on the spot and it cannot be stored.
пѓ 7p's of marketing help the company to know and evaluate the interaction between the customers and business, which helps to create successful
marketing plan.
Telecom service industry:
пѓ Bharti Airtel is and Indian company offering telecommunication services in 19 countries.
пѓ Airtel is market leader in cellular network
пѓ 7p's of Airtel are: o Product: Airtel pre–paid. Airtel postpaid. Blackberry wireless handheld. Value added services(VAS) such as: Call diverting,
call waiting, and call hold. Instant balance enquiry. 24 hrs recharging facility. SMS facility. Multimedia messaging service. Features like chat, games,
ringtones etc. GPRS. o Price: Pricing of Airtel company is controlled by TRAI. It provides customer based pricing schemes. Monthly price plans are
provided. Special rewards are provided on usage. o Place: Airtel Company has its service points in the remotest areas. Its presence is wide and
extensive. It offers services in 17 countries. It has many customer care touch points. Airtel distributors are paan shops, chemists, grocery stores, outlets,
mobile shops etc. o Promotion: Airtel Company has large scale print and videos advertising. Airtel had undertaken excellent personalized promotion
strategy by allowing the customer to choose best

Developing a Service Brand Using the Service Mix
DEVELOPING A SERVICE BRAND USING THE SERVICE MIX
–Kunle Dixon Odukoya
Unlike product brands, service brands are identifiable activities or benefits that one party can offer to another that is essentially intangible and doesn't
result in a change in ownership.
Thus service brands are those utilities that have as their core, the five attribute of services vis
Intangibility: not existing in physical form
Invisibility:cannot be seen
Inseparability:cannot be separated from the provider
Perishability:transitory, i.e. not likely to last
Heterogeneity:consisting of many different things
These attributes that form the nature of services are the foundation around which certain essential offerings are built to ... Show more content on
Helpwriting.net ...
In such service industries as Telecoms, IT, Banking and Insurance, Hospitality etc, customer service is the rule and personnel that can deliver on this
value are king.
Process
Closely related to People are a number of processes essential to achieving effective customer satisfaction. These are the systems used in assisting an
organization to deliver the services it offers efficiently to the market. In all, whatever process an organization has on ground, it must be influenced by
the core essence of its operations, which should be consistent and competitive value–driven service delivery.
Daily, the service processes of service organizations are being restructured to ensure the delivery of the very best value possible, and meet the ever
improving standard, relevant to the industry involved.
For example, the process that allows you to obtain an efficient service delivery in a bank would differ from the one that is in place at a holiday

resort; and this would also differ from the one that is on ground at a transport organization or an airline, and definitely different from those that cater to
your culinary needs at a fast food joint.
Even within the same industry, the processes employed for service delivery could differ significantly from one competitor to the other. For example,
the process in a fast food eatery like Chicken Republic is not the same you get at a

Service Management

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