1 Published by: CCCOnline ccco.desire2learn.org
MAR160 Module1 Exploration:
Basic Consumer Needs
Introducing the Cast
Meet Janie. She’s the star of this exploration. Janie just finished her Associates
Degree and is eager to get work work before deciding on continuing on to her
Bachelor’s Degree.
Janie was just hired at Northside Medical Center as a receptionist and while she’s got
great people skills, she still feels she has much to learn.
Follow Janie in this scenario and watch her as she works with a software company
representative at her new job. So click NEXT if you are ready to get started.
2 Published by: CCCOnline ccco.desire2learn.org
Instructions
1.Each of the five scenes below shows Janie in various customer situations.
2. Each scene includes a knowledge check for you to determine whether you
understand the basic needs of customers.
3. Click the customer icon in the bottom left to review the 5 Basic Customer Needs.
4. Click a scene when you are ready to begin.
Consumer Needs
Service: Customers expect the service that they think is appropriate for the level of
purchase that they are making. A small, spontaneous purchase may have a smaller
service need than a larger purchase that has been carefully planned and researched.
Price: The cost of everything we purchase is becoming more and more important.
3 Published by: CCCOnline ccco.desire2learn.org
People and businesses want to use their financial resources as efficiently as possible.
Many products previously considered unique are now considered commodities. This
means that while a consumer previously had to travel to the local hamburger
restaurant to purchase a hamburger, now one can be acquired at many other
locations. This makes the component of price even more important to the customer.
Quality: Americans are less likely today to think of their purchases as throw-away
items. Customers want the products that they purchase to be durable and functional
until the customer decides to replace them. This requirement of quality mandates
that manufacturers and distributors produce products that live up to the customers’
expectations of durability. Customers are much less likely to question price if they
are doing business with a company that has a reputation for producing a high quality
product.
Action: Customers need action when a problem or question arises. Many companies
offer toll-free customer assistance telephone lines, flexible return policies, and
customer carryout services in response to the need for action. Customers are human
beings and like to think that they are an important priority and that when a need or
question arises someone will be ready and waiting to help them.
Appreciation: Customers need to know that we appreciate their business. Customer
service providers can convey this appreciation in many appropriate ways. Saying
“thank you” to the customer through our words and actions is a .
AssignmentScenarioAs a security administrator for Always Fresharleanemlerpj
Assignment
Scenario
As a security administrator for Always Fresh, you have been instructed to ensure that Windows authentication, networking, and data access are hardened. This will help to provide a high level of security.
The following are issues to be addressed through hardening techniques:
1. Previous attempts to protect user accounts have resulted in users writing long passwords down and placing them near their workstations. Users should not write down passwords or create passwords that attackers could easily guess, such as words founds in the dictionary.
2. Every user, regardless of role, must have at least one unique user account. A user who operates in multiple roles may have multiple unique user accounts. Users should use the account for its intended role only.
3. Anonymous users of the web server applications should only be able to access servers located in the demilitarized zone (DMZ). No anonymous web application users should be able to access any protected resources in the Always Fresh IT infrastructure.
4. To protect servers from attack, each server should authenticate connections based on the source computer and user.
Tasks
Create a summary report to management that describes a hardening technique that addresses each issue listed above. Provide rationale for each selection.
Assignment Submission Requirements
Format: Microsoft Word (or compatible)
Font: Arial, size 12, double-space
Citation Style: APA
Length: At least 3 pages
References: At least 4 credible scholarly references
No plagiarism
1 Published by: CCCOnline ccco.desire2learn.org
MAR160 Module1 Exploration:
Basic Consumer Needs
Introducing the Cast
Meet Janie. She’s the star of this exploration. Janie just finished her Associates
Degree and is eager to get work work before deciding on continuing on to her
Bachelor’s Degree.
Janie was just hired at Northside Medical Center as a receptionist and while she’s got
great people skills, she still feels she has much to learn.
Follow Janie in this scenario and watch her as she works with a software company
representative at her new job. So click NEXT if you are ready to get started.
2 Published by: CCCOnline ccco.desire2learn.org
Instructions
1.Each of the five scenes below shows Janie in various customer situations.
2. Each scene includes a knowledge check for you to determine whether you
understand the basic needs of customers.
3. Click the customer icon in the bottom left to review the 5 Basic Customer Needs.
4. Click a scene when you are ready to begin.
Consumer Needs
Service: Customers expect the service that they think is appropriate for the level of
purchase that they are making. A small, spontaneous purchase may have a smaller
service need than a larger purchase that has been carefully planned and researched.
Price: The cost of everything we purchase is becoming more and more important.
3 Published by: CCCOnline ccco.desire2learn.org
People and businesses want ...
This document provides guidance on writing effective marketing copy by focusing on the audience and their needs. It discusses seven key areas to improve copy: 1) Write about solving the audience's pain or desires, 2) Build trust by showing understanding of the audience, 3) Use headlines that highlight benefits for the audience and identify their problems, 4) Ask what problem the business solves for the audience. It provides a concrete example of copy targeting those seeking investment banking careers that builds the case for how the course solves the problem of preparing for intense interviews where competition is stiff.
How One Delightfully Simple Plugin Can Boost 3 Crucial Customer Support MetricsChargebee
Here's a peek into Chargebee's Support Plugin that conveniently improves your support team's critical performance metrics like Response Time and Resolution Time.
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The Infographics series is one of the most popular collections on ManageTrainLearn. In the Skill Boosters section, you'll get 255 single slides packed with huge amounts of information. Hear what MTL customer, Indrani Narasimhan, says about them: "If you want short, sharp, effective and usable information, MTL's SkillBoosters are just the job! They contain up-to-date ideas that can be easily applied in the real world. Use them to support other learning and development materials to boost your awareness and capabilities. They're like a snack that keeps you going!". And, user, Mark Williams, says: "The MTL SkillBoosters I downloaded are simply superb. You call them SkillBoosters but I call them bundles of wisdom spread on a single sheet. I loved them and would like to have more."
How to Go Above and Beyond Customer Service, Superhero StyleDesk
In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
The document discusses the Additional Services tool on JustAnswer that allows professionals to offer additional paid services to customers, such as phone calls, video chats, or remote assistance. It provides guidance on how to use the tool, including highlighting the complexity of problems to customers, explaining the offer, and making the offer both informally and then formally through the tool. Tips are provided around pricing offers, ensuring trust and safety, and tools that can be used for off-site work.
AssignmentScenarioAs a security administrator for Always Fresharleanemlerpj
Assignment
Scenario
As a security administrator for Always Fresh, you have been instructed to ensure that Windows authentication, networking, and data access are hardened. This will help to provide a high level of security.
The following are issues to be addressed through hardening techniques:
1. Previous attempts to protect user accounts have resulted in users writing long passwords down and placing them near their workstations. Users should not write down passwords or create passwords that attackers could easily guess, such as words founds in the dictionary.
2. Every user, regardless of role, must have at least one unique user account. A user who operates in multiple roles may have multiple unique user accounts. Users should use the account for its intended role only.
3. Anonymous users of the web server applications should only be able to access servers located in the demilitarized zone (DMZ). No anonymous web application users should be able to access any protected resources in the Always Fresh IT infrastructure.
4. To protect servers from attack, each server should authenticate connections based on the source computer and user.
Tasks
Create a summary report to management that describes a hardening technique that addresses each issue listed above. Provide rationale for each selection.
Assignment Submission Requirements
Format: Microsoft Word (or compatible)
Font: Arial, size 12, double-space
Citation Style: APA
Length: At least 3 pages
References: At least 4 credible scholarly references
No plagiarism
1 Published by: CCCOnline ccco.desire2learn.org
MAR160 Module1 Exploration:
Basic Consumer Needs
Introducing the Cast
Meet Janie. She’s the star of this exploration. Janie just finished her Associates
Degree and is eager to get work work before deciding on continuing on to her
Bachelor’s Degree.
Janie was just hired at Northside Medical Center as a receptionist and while she’s got
great people skills, she still feels she has much to learn.
Follow Janie in this scenario and watch her as she works with a software company
representative at her new job. So click NEXT if you are ready to get started.
2 Published by: CCCOnline ccco.desire2learn.org
Instructions
1.Each of the five scenes below shows Janie in various customer situations.
2. Each scene includes a knowledge check for you to determine whether you
understand the basic needs of customers.
3. Click the customer icon in the bottom left to review the 5 Basic Customer Needs.
4. Click a scene when you are ready to begin.
Consumer Needs
Service: Customers expect the service that they think is appropriate for the level of
purchase that they are making. A small, spontaneous purchase may have a smaller
service need than a larger purchase that has been carefully planned and researched.
Price: The cost of everything we purchase is becoming more and more important.
3 Published by: CCCOnline ccco.desire2learn.org
People and businesses want ...
This document provides guidance on writing effective marketing copy by focusing on the audience and their needs. It discusses seven key areas to improve copy: 1) Write about solving the audience's pain or desires, 2) Build trust by showing understanding of the audience, 3) Use headlines that highlight benefits for the audience and identify their problems, 4) Ask what problem the business solves for the audience. It provides a concrete example of copy targeting those seeking investment banking careers that builds the case for how the course solves the problem of preparing for intense interviews where competition is stiff.
How One Delightfully Simple Plugin Can Boost 3 Crucial Customer Support MetricsChargebee
Here's a peek into Chargebee's Support Plugin that conveniently improves your support team's critical performance metrics like Response Time and Resolution Time.
Infographic 72 on "Customer Complaints" from ManageTrainLearnManage Train Learn
The Infographics series is one of the most popular collections on ManageTrainLearn. In the Skill Boosters section, you'll get 255 single slides packed with huge amounts of information. Hear what MTL customer, Indrani Narasimhan, says about them: "If you want short, sharp, effective and usable information, MTL's SkillBoosters are just the job! They contain up-to-date ideas that can be easily applied in the real world. Use them to support other learning and development materials to boost your awareness and capabilities. They're like a snack that keeps you going!". And, user, Mark Williams, says: "The MTL SkillBoosters I downloaded are simply superb. You call them SkillBoosters but I call them bundles of wisdom spread on a single sheet. I loved them and would like to have more."
How to Go Above and Beyond Customer Service, Superhero StyleDesk
In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
The document discusses the Additional Services tool on JustAnswer that allows professionals to offer additional paid services to customers, such as phone calls, video chats, or remote assistance. It provides guidance on how to use the tool, including highlighting the complexity of problems to customers, explaining the offer, and making the offer both informally and then formally through the tool. Tips are provided around pricing offers, ensuring trust and safety, and tools that can be used for off-site work.
This document provides guidance on developing a powerful and persuasive marketing message. It discusses conducting research by interviewing existing clients to understand their problems, needs, buying criteria, and the benefits experienced. The interviews aim to uncover the unique value proposition to define why customers should trust the company. The document also covers analyzing competitors and identifying one's own strengths in areas like quality, price, service, guarantees, and innovation to develop a unique selling proposition.
How to toughing + improve your service b2b marketing 101Emmanuel Omikunle
The document discusses the challenges facing service businesses in B2B marketing. It notes that the competitive environment has intensified, with more disruption, options for buyers, and information overload. Buyers now have more power in the relationship and are harder to reach. They carefully research options, consider multiple stakeholders' opinions, and want to fully understand solutions before committing. Service providers must differentiate themselves, deeply understand buyers' needs and industries, and work hard to build trust amid constant doubt and competition seeking buyers' attention. Success requires agility, optimizing all aspects of the customer experience, and acknowledging challenges transparently rather than overpromising.
This document provides an overview of how to write an advertising proposal, but contains many spelling and grammatical errors. The summary corrects these errors:
The document outlines the typical sections of an advertising proposal: 1) A study of the product to understand what is being advertised. 2) A study of the industry and market analysis. 3) An explanation of previous marketing steps. 4) Defining campaign objectives, target markets, and desired customer responses. 5) Presenting a visual plan to achieve objectives and convince the client the campaign will succeed. Key visuals and a storyboard should be included to illustrate the campaign vision.
This document provides an overview of how to write an advertising proposal, but is poorly written with many spelling and grammatical errors. The summary outlines the key points that should be included in a proposal: 1) A study of the product to understand what is being advertised. 2) A study of the industry and market context. 3) An explanation of previous marketing steps. 4) Defining objectives and target markets. 5) Demonstrating how the objectives can be achieved through visual aids and presenting a campaign plan. The document recommends being confident and knowledgeable when presenting to clients.
The document provides an overview of how to write an advertising proposal, with the goal of convincing both the target market and the client. It outlines 5 key steps: 1) Studying the product, 2) Studying the industry and competitors, 3) Explaining previous marketing steps, 4) Defining campaign objectives and target market, 5) Presenting a visual plan to achieve the objectives. However, the writing is poorly structured and contains many spelling and grammatical errors.
Emotional engagement: The magic ingredient in any customer experienceMary Brodie
This document discusses how to emotionally engage customers through understanding their perspective and problems. It recommends identifying customer characteristics, understanding the problem they want to solve and how the company's solution helps, determining what motivates action, and creating a vision of improved life with the solution. Storytelling using customer emotions can help potential customers envision positive change. The goal is to transition from just creating products to solving problems and changing lives through a community relationship between companies and customers.
The document provides an overview of how to write an advertising proposal, but contains many spelling and grammatical errors. It outlines the key components an advertising proposal should include: 1) A study of the product to understand what is being advertised. 2) A study of the industry and market context. 3) An analysis of previous marketing steps. 4) Defining campaign objectives, target market, and desired customer response. 5) Demonstrating how the campaign vision can be achieved through visual aids and presenting a plausible plan. The summary corrects errors in the original text.
This document discusses key aspects of providing high quality client service. It defines quality service as meeting or exceeding client expectations, which are based on the solutions and feelings clients get from a service, not the service provider's intentions. It emphasizes that clients pay for value and usefulness, not cost or difficulty. It also outlines steps to understand clients, manage expectations, communicate effectively, solve problems, and maintain relationships to earn positive feedback and loyalty. Overall, the document stresses focusing on clients' perspectives and needs to consistently deliver a quality experience.
Worried about growing too fast? Think that your growth will inhibit the quality of your relationships? Check out this deck then - it'll give you a fresh perspective so you can grow while remaining authentic.
See more at http://lifeinsixth.com
The document discusses the importance of customer centricity in product management. It outlines key questions product managers should ask, including who the customer is, what problems they are trying to solve, and what the most important customer benefits are. The document advocates starting with the customer experience and using user research and data to understand customer needs and wants. It provides a real-world example of a streaming service that struggled until it focused on being customer centric and automatic curated playlists for different "layers of effort" customers want from their TV experience.
The document provides templates and examples for creating sales scripts. It includes steps for introducing yourself, highlighting benefits, qualifying customers, referencing common issues, rekindling interest, and closing the sale. Sample scripts and phrases are given for each step. An example customer loyalty script is also included, walking through introducing the program, benefits, qualifying the customer, popular aspects, signing them up, and obtaining consent for future contact. The overall document aims to help create effective sales scripts that can be tailored for different businesses and products.
Summary Y Combinator Startup School 2019HannesGarben
The document summarizes key topics from YC Startup School videos and presentations on starting a startup. It provides tips on defining problems to solve, talking to customers, building minimum viable products, measuring business metrics like retention and growth rates, using analytics tools, launching products, and common business models for startups. The document is a step-by-step guide for startups to focus on customers, iterate quickly, and use data to optimize their business.
Awesome Training guide for affiliate mkting.BINAYPSNARANG
This document discusses using a 3-layer content marketing system to successfully promote ClickBank products as an affiliate. It begins by explaining how most ClickBank affiliates fail because they choose niches incorrectly or copy others blindly. It then outlines how successful affiliates choose niches by finding existing demand, seeing how others market in that niche, and creating value-driven content over time. The 3-layer system involves producing content that discusses prospects' problems, lays out options to solve them, and then directly sells a ClickBank product through comparisons to others. This qualified approach converts traffic better than direct promotions and fits how people make decisions.
This document provides guidance on customer service skills for handling calls at Wintec's IT Helpdesk. It discusses the importance of customer service and outlines best practices for building rapport, handling different customer types, demonstrating empathy and sympathy, maintaining call quality, and providing a great customer experience. The key aspects covered include understanding the customer perspective, resolving issues on calls, reading between the lines to address unstated needs, keeping customers informed during calls, and using a positive tone to reassure customers.
Lean Management Review at Volunteer MauritiusMushood Badulla
Start Up Mauritius provides lean management training to help participants successfully complete an entrepreneurial internship. The training covers lean startup techniques like developing value and growth hypotheses to test assumptions about business ideas. A key technique taught is creating a minimum viable product (MVP) - a basic version of the product with minimum features - to test assumptions without large investments. Participants will learn to test MVPs, analyze results, and either improve the product or "pivot" the business strategy based on what they learn to increase chances of success. The goal is for participants to gain experience from an initial failure in order to succeed in future business endeavors.
Activity Book for the Webinar Emotional Engagement: The magic ingredient in a...Mary Brodie
This activity book includes questions to help you build a plan to create a more emotionally engaging customer experience. To view the webinar, signup at: https://gearmark.lpages.co/sign-up-for-cx-magic-ingredient-emotions/
CDI Founder Workshop Session 4 - Lean Startup Methodologies - Kayla Trautwein- EvoNexus (https://www.linkedin.com/in/kayla-trautwein-b3bbb621)
Time/ Date- Nov 8th, 6p-8p
Description- Founders often fall into a trap: building a solution for a problem they aren’t sure that their customer really has. With so many options available to consumers, it’s difficult for businesses to stay above the noise. No longer can we ask “Can we build this?” Rather, the question has become “Should we build this?” In other words, “Are we building something that customers really want/need?” After all, the customer is always right.
One of the biggest challenges for entrepreneurs is finding product-market fit, and this journey all begins with customer development. The Lean Startup Methodology will teach you best practices in customer development which will lead you to determine whether to 1) improve the solution you have built, 2) change direction (pivot) or 3) abandon your product or service and try something new. With the odds of failure so high for today’s startups, the Lean Startup Methodology offers an essential regimen for failing fast and iterating so that you have a better chance for success.
Homework-
Watch “The Lean Approach: The Lean Method” with Steve Blank by the Kauffman Founders School.
Watch “The Lean Approach: Getting Out of the Building: Customer Development” with Steve Blank by the Kauffman Founders School.
Read “Customer Development: What Questions Do You Ask Potential Customers?”
Watch “Good and Bad Examples of Customer Interview Questions.”
Engagement
From the video and blog content, you’ve learned that in order to keep driving your product/service in its current direction you should have some validation from potential customers. In the Lean Startup Methodologies Session we’re going to walk through some sample customer interview exercises to help you think about ways to get closer to product/market fit and give you tools to help determine when it’s necessary to make a pivot. If you don’t currently have a startup you’re working on, no problem. This session will still be beneficial as you think about other applications for customer interviews, whether it’s in your current job or in a networking scenario.
Do you suspect problems with your customer experience because usage has dropped? Have you heard from customers that your processes aren't user-friendly, consistent, or reliable? Use a market research technique called Customer Experience Mapping to help you understand how your customers interact with your processes.
The webinar is presented by Kathryn Stevens, Client Services Director at Hansa GCR. It covers:
- Process understanding and process preference
- Rational and emotional reactions to customer experience
- The infrastructure, process, and outcomes of the Experience Mapping approach
The Experience Mapping webinar/PPT also includes a detailed case study example using this method. Watch and learn how to unlock the gateway to your customer mindset.
Don't miss our next free webinar. Register here: http://hub.am/XwTIKo
www.HansaMarketing.com
@Hansa_Tweets
How to Leverage the Power of Customer Experience AnalyticsPeopleMetrics
The document discusses how to leverage customer experience analytics to drive improvement. It begins with an overview of key questions, including defining customer experience, how improvement can drive growth, whether banking experience is improving, and how to use analytics. It then provides examples of a bank that used analytics to deepen customer understanding through segmentation and identify experience drivers. The bank also used daily feedback to repair issues and innovate based on feedback. The document concludes that focusing on customer experience distinguishes growth banks by emphasizing listening to feedback and being disciplined in customer-centric decision making.
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLEScharles ukaumune
1. Customer service should focus on understanding customer values and providing exceptional service beyond expectations.
2. Top-down commitment from management is essential to set the proper tone for frontline staff.
3. Companies must implement specific service standards, reward good employee performance, invest in complaint resolution, and train staff.
4. Understanding who the most profitable customers are and building loyalty among them will help strengthen the business.
1- When it comes to helping people who are having problems, how do y.docxteresehearn
1- When it comes to helping people who are having problems, how do you view your own abilities? Are you comfortable with setting goals and giving directions to others?
2- People vary regarding their need to be helped. Some want a lot of assistance, and others like to be independent. Are you prepared to adapt your leadership to be helpful to those who need it? Discuss.
.
1-
Managing Interpersonal Relationships Discussion
Managing interpersonal relationships: What are the Layers of Self Disclosure? Which layers do you think are appropriate to discuss on your “first date?”
2-
Group Leadership Discussion
Think about the last time you needed to work in a small group. What was it you were supposed to do, a project, an activity, plan an event, solve a problem, etc.? Was the end result of your working together productive or unproductive? Why do you think this was so? Were you the leader of the group? If not, could you tell who the group leader was? How? Did the direction the group took in terms of completing the task align with how you thought the task should be completed? Why or why not?
.
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Time/ Date- Nov 8th, 6p-8p
Description- Founders often fall into a trap: building a solution for a problem they aren’t sure that their customer really has. With so many options available to consumers, it’s difficult for businesses to stay above the noise. No longer can we ask “Can we build this?” Rather, the question has become “Should we build this?” In other words, “Are we building something that customers really want/need?” After all, the customer is always right.
One of the biggest challenges for entrepreneurs is finding product-market fit, and this journey all begins with customer development. The Lean Startup Methodology will teach you best practices in customer development which will lead you to determine whether to 1) improve the solution you have built, 2) change direction (pivot) or 3) abandon your product or service and try something new. With the odds of failure so high for today’s startups, the Lean Startup Methodology offers an essential regimen for failing fast and iterating so that you have a better chance for success.
Homework-
Watch “The Lean Approach: The Lean Method” with Steve Blank by the Kauffman Founders School.
Watch “The Lean Approach: Getting Out of the Building: Customer Development” with Steve Blank by the Kauffman Founders School.
Read “Customer Development: What Questions Do You Ask Potential Customers?”
Watch “Good and Bad Examples of Customer Interview Questions.”
Engagement
From the video and blog content, you’ve learned that in order to keep driving your product/service in its current direction you should have some validation from potential customers. In the Lean Startup Methodologies Session we’re going to walk through some sample customer interview exercises to help you think about ways to get closer to product/market fit and give you tools to help determine when it’s necessary to make a pivot. If you don’t currently have a startup you’re working on, no problem. This session will still be beneficial as you think about other applications for customer interviews, whether it’s in your current job or in a networking scenario.
Do you suspect problems with your customer experience because usage has dropped? Have you heard from customers that your processes aren't user-friendly, consistent, or reliable? Use a market research technique called Customer Experience Mapping to help you understand how your customers interact with your processes.
The webinar is presented by Kathryn Stevens, Client Services Director at Hansa GCR. It covers:
- Process understanding and process preference
- Rational and emotional reactions to customer experience
- The infrastructure, process, and outcomes of the Experience Mapping approach
The Experience Mapping webinar/PPT also includes a detailed case study example using this method. Watch and learn how to unlock the gateway to your customer mindset.
Don't miss our next free webinar. Register here: http://hub.am/XwTIKo
www.HansaMarketing.com
@Hansa_Tweets
How to Leverage the Power of Customer Experience AnalyticsPeopleMetrics
The document discusses how to leverage customer experience analytics to drive improvement. It begins with an overview of key questions, including defining customer experience, how improvement can drive growth, whether banking experience is improving, and how to use analytics. It then provides examples of a bank that used analytics to deepen customer understanding through segmentation and identify experience drivers. The bank also used daily feedback to repair issues and innovate based on feedback. The document concludes that focusing on customer experience distinguishes growth banks by emphasizing listening to feedback and being disciplined in customer-centric decision making.
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLEScharles ukaumune
1. Customer service should focus on understanding customer values and providing exceptional service beyond expectations.
2. Top-down commitment from management is essential to set the proper tone for frontline staff.
3. Companies must implement specific service standards, reward good employee performance, invest in complaint resolution, and train staff.
4. Understanding who the most profitable customers are and building loyalty among them will help strengthen the business.
Similar to 1 Published by CCCOnline ccco.desire2learn.org MAR160 Mod.docx (20)
1- When it comes to helping people who are having problems, how do y.docxteresehearn
1- When it comes to helping people who are having problems, how do you view your own abilities? Are you comfortable with setting goals and giving directions to others?
2- People vary regarding their need to be helped. Some want a lot of assistance, and others like to be independent. Are you prepared to adapt your leadership to be helpful to those who need it? Discuss.
.
1-
Managing Interpersonal Relationships Discussion
Managing interpersonal relationships: What are the Layers of Self Disclosure? Which layers do you think are appropriate to discuss on your “first date?”
2-
Group Leadership Discussion
Think about the last time you needed to work in a small group. What was it you were supposed to do, a project, an activity, plan an event, solve a problem, etc.? Was the end result of your working together productive or unproductive? Why do you think this was so? Were you the leader of the group? If not, could you tell who the group leader was? How? Did the direction the group took in terms of completing the task align with how you thought the task should be completed? Why or why not?
.
1-IRB is an important step in research. State the required compo.docxteresehearn
1-IRB is an important step in research. State the required components one should look for in a project to determine if IRB submission is needed?
2-Think back on your National Institute of Health (NIH) training and share what you learned. How will this apply to having an IRB form completed and why?
.
1-App must contain at least 5 runnable and navigable activities.docxteresehearn
1-App must contain at least 5 runnable and navigable activities
2-App must have an appealing Interface
3-App must have a connection to a database
4-App must contain at least 2 of any of Maps, Sensors, Battery management, Camera or Phone-Calling functionalities
code source
.
1-2 paragraphsMaximum of 1 page, double- spacedAPA sty.docxteresehearn
1-2 paragraphs
Maximum of 1 page, double- spaced
APA style
Review box 11-4 (attached file). Follow the directions in the box and do a self-assessment of your critical thinking by making
a list of the characteristics that you believe you have mastered
a list of the characteristics that you have partially mastered (in progress)
a list of those characteristics that you have not yet mastered
Describe a plan for developing the characteristics that you have not yet mastered.
.
1-What are the pros and cons of parole. Discuss!2-Discuss wa.docxteresehearn
1-What are the pros and cons of parole. Discuss!
2-Discuss ways to improve parole so that offenders have a better chance of being successful in the community
3-What are the barriers that parolees face when they return to the community that contribute to them failing. Give a relative example!
.
1-2 pages, APA format, 2 scholarly resources (one from textbook)....docxteresehearn
1-2 pages, APA format, 2 scholarly resources (one from textbook)...
Why is Transformational Leadership theory of leadership most accurately explains effective leadership in your opinion? Does the peer-reviewed literature agree with your opinion? If so, how? If not, why not?
Transformational Leadership
Some people have an extraordinary ability to inspire others and bring forth loyalty. A person who has such a personality is said to have charisma. The German sociologist Max Weber explains in his Theory of Social and Economic Organization: “The term ‘charisma’ applies to a certain quality that causes one to be set apart from ordinary people and to be treated as endowed with superhuman, or at least exceptional, powers or qualities. In this sense, charisma is a gift or power of leadership.”21
In 1976 R. J. House published a theory of charismatic leadership that has received a great deal of attention by researchers. He traces the influence of the charismatic leader to a combination of personal characteristics and types of behavior. The characteristics of charismatic leaders include being dominant, ambitious, and self-confident, as well as having a strong sense of purpose.
Charismatic leaders also demonstrate specific types of behaviors: (1) They are role models for the beliefs and values they want their followers to adopt. For example, Gandhi advocated nonviolence and was a role model of civil disobedience. (2) They demonstrate ability that elicits the respect of followers. Leaders in art, science, religion, business, government, and social service influence followers through their personal competence. (3) They have ideological goals with moral overtones. Martin Luther and Martin Luther King both employed this type of charismatic behavior. (4) They communicate high expectations for their followers and show confidence in their ability to meet those expectations. Military history is replete with examples of charismatic war leaders. (5) Charismatic leaders ignite the motives of their followers to take action. Motives and tasks fall broadly into three areas—power, achievement, and affiliation.22
The psychologist David McClelland describes the nature of charismatic leadership:
We set out to find exactly, by experiment, what kinds of thoughts the members of an audience had when exposed to a charismatic leader. They were apparently strengthened and uplifted by the experience; they felt more powerful, rather than less powerful or submissive. This suggests that the traditional way of explaining the influence of leaders has not been entirely correct. The leader does not cause followers to submit and go along by intimidation and force. In fact, the leader is influential by strengthening and inspiring the audience. The personality of the leader arouses confidence in followers, and the followers feel better able to accomplish whatever goals they share with the leader.23
A crisis can create “charisma-hungry” followers who are looking for a leader to a.
1-A patient on a medical floor has an indwelling catheter that has b.docxteresehearn
1-A patient on a medical floor has an indwelling catheter that has been in for 2 weeks.
a. Why are patients with indwelling urinary catheters at an increased risk for urinary tract infections?
In caring for a patient with an indwelling urinary catheter, what nursing actions can be employed to decrease the patient’s risk for the development of a urinary tract infection?
2- APA style
3- 3 paragraphs 3 sentences each
4- 2 references
.
This document contains two writing assignments. The first asks to summarize the differences in housing values among four communities compared to the national median, and how each community stands in relation. The second asks which community had the greatest appreciation in housing values over ten years, the overall pattern of change, and conclusions about wealth accumulation within the communities.
1-2 pages Required ReadingsRavitch, S. M., & Carl, N. M. (2.docxteresehearn
1-2 pages
Required Readings
Ravitch, S. M., & Carl, N. M. (2016). Qualitative research: Bridging the conceptual, theoretical, and methodological. Thousand Oaks, CA: Sage Publications.
Epilogue, “Revisiting Critically, Reflexivity, Collaboration, and Rigor” (pp. 383–392)
Chapter 10, “Crafting Qualitative Research Proposals” (pp. 299–342)
Rubin, H. J., & Rubin, I. S. (2012). Qualitative interviewing: The art of hearing data (3rd ed.). Thousand Oaks, CA: Sage Publications.
Chapter 14, “Personal Reflections on Responsive Interviewing” (pp. 234–242)
Required Media
Bald, L. (2016). A qualitative doctoral candidate experience [Video file]. Baltimore, MD: Author.
Lewis, C. (2016). A qualitative doctoral candidate experience [Video file]. Baltimore, MD: Author.
To prepare for this Discussion:
Review the readings from the Ravitch and Carl and Rubin and Rubin and consider reflecting on your experiences in qualitative research throughout this course.
Review the media programs related to The Qualitative Dissertation Experience: A Doctoral Candidate Experience and consider the experience of other doctoral candidates through this qualitative research process.
Explain what social change means to you as a Walden doctoral candidate. What experiences from the course most influenced your understanding?
Explain what in qualitative research you would like to know more about as a result of taking this course.
Reflect on your problem statement and the next steps for developing a research topic for your dissertation or doctoral study. Include an explanation of whether you would choose a qualitative approach, why or why not.
PLEASE USE REQUIRED READINGS AND CITATIONS. THANK YOU
.
1-866-275-3266
[email protected]
ANALYSIS
VITALITYRELATIVE COSTS
LIVING BUSINESS RELATIVE OF LIFE
Best=1, Worst=378Best=1, Worst=403
STRENGTHS & WEAKNESSES
U.S.=100%
SHORT TERM
FORECAST RISKS
LONG TERM
RISK EXPOSURE
2019-2024
BUSINESS CYCLE STATUS
MOODY’S RATING
ECONOMIC DRIVERS
Highest=1
Lowest=403
EMPLOYMENT GROWTH RANK
Best=1, Worst=410
2018-2020 2018-2023
QUALITY
MOODY’S ANALYTICS / Précis® U.S. Metro / December 2019
RETIREE
HAVEN
TOURIST
DESTINATION
MEDICAL
CENTER
2013 2014 2015 2016 2017 2018 INDICATORS 2019 2020 2021 2022 2023 2024
3.4 3.4 3.4 3.3 3.4 3.4 Gross metro product (C12$ bil) 3.5 3.6 3.7 3.8 3.9 4.0
-3.1 0.4 -0.7 -3.0 2.3 0.5 % change 2.4 2.5 2.5 3.7 2.9 2.7
32.2 32.0 32.8 33.3 33.2 33.4 Total employment (ths) 34.0 34.4 34.4 34.7 35.0 35.2
-3.1 -0.4 2.4 1.4 -0.1 0.6 % change 1.7 1.3 -0.0 0.8 0.9 0.6
9.7 8.5 7.6 6.8 5.9 5.2 Unemployment rate (%) 4.9 5.2 5.8 6.1 6.1 6.2
2.1 3.7 5.1 2.7 5.5 5.3 Personal income growth (%) 5.9 6.7 6.5 8.0 7.2 6.6
38.8 39.1 39.3 41.5 43.5 45.6 Median household income ($ ths) 48.1 50.3 51.8 53.8 55.9 57.9
138.8 138.8 140.3 142.9 145.5 147.9 Population (ths) 150.1 152.4 154.4 156.5 158.6 160.7
-0.2 0.0 1.1 1.8 1.9 1.7 % change 1.5 1.5 1.4 1.3 1.3 1.3
1.1 1.4 3.0 4.0 4.1 3.9 Net migration (ths) 3.7 3.8 3.6 3.7 3.7 3.8
201 233 354 371 433 884 Single-family permits (#) 720 794 1,061 1,408 1,476 1,439
0 0 24 145 113 0 Multifamily permits (#) 59 35 29 26 25 24
141.9 144.4 159.6 173.3 191.7 213.7 FHFA house price (1995Q1=100) 225.1 221.0 220.4 219.8 221.7 228.6
Recent Performance. Homosassa Springs
is bringing up the rear in Florida. Job growth has
slowed, dipping below the national average. HOM
is the only area in Florida where payroll employ-
ment is significantly below its prerecession peak.
Though some of the shortfall owes to the severity of
the last downturn, the metro area has consistently
underperformed its Florida peers over the last de-
cade. The labor market is also softer than previously
believed—the Quarterly Census of Employment
and Wages indicates that survey-based estimates
overcounted employment in 2019. Private services
are underperforming, including leisure/hospitality,
but education/healthcare is expanding with vigor.
At 4.5%, the jobless rate is nearing its cycle low,
and labor market tightness has sent hourly earnings
sharply higher, with average pay closer to the Flor-
ida and U.S. averages than at any time since 2013.
Retirees. A large and expanding retiree popu-
lation will help right the ship and secure HOM’s
spot in the top quintile of areas in job growth
through 2023. Residents age 65 or older account
for a well above-average one-quarter of HOM’s
population, as retirees are drawn to the warm cli-
mate, low taxes, and high housing affordability
relative to other senior havens in the state.
Although seniors do not purchase as many
big-ticket items as other age cohorts, their pres-
ence will he.
1-2 paragraphsapa formatreferencesStep 1 - Read the In.docxteresehearn
1-2 paragraphs
apa format
references
Step 1 - Read the Information Below
Organizations are cutting costs and making decisions to offer employees remote work. In this week's discussion, your boss just informed you that you will work remotely starting Friday. You are concerned you will have a difficult time building and maintaining relationships. The following are areas of concern for you:
Leader-member relationships.
Coworker relationships.
Boundary-spanning relationships extending outside the organization.
Step 2 - Post a Response
Respond to the following.
Choose one area and explain how you will maintain the relationship you identified with specific steps you will take to build the relationship.
.
1- What is Policy2- Explain each of them Public policy—Pr.docxteresehearn
1- What is Policy?
2- Explain each of them: Public policy—
Private policy—
Health policy—
Social policy—
Organizational policy?
3-
Who was
F
lorence Nightingale, and what was her contribution to the Nursing Field?
4- Who was Lillian Wald?
5- Who was Margaret Sanger, and in what way she helped to the developments of Nursing Field?
6_ what is
(ICN), and what they do?
7-
What is
s (NLCA) and they do?
Jeanne Blum, RN, is a nurse on a LDRP unit. Recently, the policy and
procedures manual for Jeanne’s unit included the premature rupturing of membranes of a laboring patient
as a practice acceptable for nurses to perform. Jeanne
and some of her coworkers shared their concern over
lunch about this new responsibility.They felt uncomfortable with the possibility of cord prolapse and
other potential medical complications resulting from
this practice. Jeanne gathered data from her state and
many others states and noted that her hospital was
not in compliance with her professional organization
practice standards. Jeanne shared this information with her coworkers. She volunteered to contact the
state board of nursing on their behalf to request a
declaratory statement on the nurse’s role in the initiation of premature rupturing of uterine membranes.
Her state board’s clinical practice committee
reviewed her request for a declaratory statement and
gathered information from other states. A formal
declaratory statement was drafted by the board and
made it available on its Web site. A letter from the
board was sent to Jeanne’s institution, informing it of
the declaratory statement, which stated that the task
nurses were requested to perform was beyond their
scope of practice based on the Nurse Practice Act.
8-Which stage of the policy model does this scenario
represent?
250 words
3 references APA
.
1-2 paragraphsapa formatreferencesIn Chapter 6 The En.docxteresehearn
1-2 paragraphs
apa format
references
In Chapter 6: The Environment – Part I, Hite and Seitz (2016) note that pollution and global warming were an important concern of the first world conference on the environment that was held in Sweden in 1972. Principle 6 of that declaration stated that we must stop the release of pollutants and heat that cannot be effectively processed by our environment (Declaration of the United Nations Conference on the Human Environment. 1972. Chapter 11. p. 2.
).
Thinking about the different types of pollutants and heat that can be effectively processed by our environment, which are the most critical to address? Identify three pollutants you consider to be the most critical to address and explain why you believe they are most important.
.
1- What is Policy2- Explain each of them Public policy— Pr.docxteresehearn
1- What is Policy?
2- Explain each of them: Public policy— Private policy— Health policy— Social policy— Organizational policy?
3-
Who was
F
lorence Nightingale, and what was her contribution to the Nursing Field?
4- Who was Lillian Wald?
5- Who was Margaret Sanger, and in what way she helped to the developments of Nursing Field?6_ what is
(ICN), and what they do?
7-
What is
s (NLCA) and they do?
Jeanne Blum, RN, is a nurse on a LDRP unit. Recently, the policy and procedures manual for Jeanne’s unit included the premature rupturing of membranes of a laboring patient as a practice acceptable for nurses to perform. Jeanne and some of her coworkers shared their concern over lunch about this new responsibility.They felt uncomfortable with the possibility of cord prolapse and other potential medical complications resulting from this practice. Jeanne gathered data from her state and many others states and noted that her hospital was not in compliance with her professional organizationpractice standards. Jeanne shared this information with her coworkers. She volunteered to contact the state board of nursing on their behalf to request a declaratory statement on the nurse’s role in the initiation of premature rupturing of uterine membranes. Her state board’s clinical practice committee reviewed her request for a declaratory statement and gathered information from other states. A formal declaratory statement was drafted by the board and made it available on its Web site. A letter from the board was sent to Jeanne’s institution, informing it of the declaratory statement, which stated that the task nurses were requested to perform was beyond their scope of practice based on the Nurse Practice Act. 8-Which stage of the policy model does this scenario represent?
■
0000
.
1- What is Policy2- Explain each of them Public policy—Pr.docxteresehearn
1- What is Policy?
2- Explain each of them: Public policy—
Private policy—
Health policy—
Social policy—
Organizational policy?
3-
Who was F
lorence Nightingale, and what was her contribution to the Nursing Field?
4- Who was Lillian Wald?
5- Who was Margaret Sanger, and in what way she helped to the developments of Nursing Field?
6_ what is
(ICN), and what they do?
7-
What is
s (NLCA) and they do?
Jeanne Blum, RN, is a nurse on a LDRP unit. Recently, the policy and procedures manual for Jeanne’s unit included the premature rupturing of membranes of a laboring patient as a practice acceptable for nurses to perform. Jeanne and some of her coworkers shared their concern over lunch about this new responsibility.They felt uncomfortable with the possibility of cord prolapse and other potential medical complications resulting from this practice. Jeanne gathered data from her state and many others states and noted that her hospital was not in compliance with her professional organization practice standards. Jeanne shared this information with her coworkers. She volunteered to contact the state board of nursing on their behalf to request a declaratory statement on the nurse’s role in the initiation of premature rupturing of uterine membranes. Her state board’s clinical practice committee reviewed her request for a declaratory statement and gathered information from other states. A formal declaratory statement was drafted by the board and made it available on its Web site. A letter from the board was sent to Jeanne’s institution, informing it of the declaratory statement, which stated that the task nurses were requested to perform was beyond their scope of practice based on the Nurse Practice Act.
8-Which stage of the policy model does this scenario represent?
Please use citations, and at least 2 credible references no older than 7 years.
.
1-2 Paragraphs adequately describing cloning biotechnology as thorou.docxteresehearn
1-2 Paragraphs adequately describing cloning biotechnology as thoroughly as possible also answer the following question.
1. Describe the topic by listing when it came into being
2. what is the technology?
3. How does it work?
4. What are the positive/negative aspects of the topic?
5. What are the current and potential uses of the technology?
6. What is its application to modern science, technology, industry, business, and/or government.
7. How does this technology relate to modern society?
.
1- Explain why some cells are pink and others are purple in Gram-sta.docxteresehearn
Some bacterial cells appear pink or purple in Gram stains due to their cell wall composition. The Five I's of microbiology would need to be modified to diagnose a protozoan infection since they are eukaryotic microbes, not bacteria. DNA viruses and RNA viruses differ in their biosynthesis, with DNA viruses replicating their genetic material in the host cell nucleus while RNA viruses do so in the host cell cytoplasm. Biofilms contribute to the antibiotic resistance seen in cystic fibrosis patients by protecting embedded bacteria.
1-Some typical agents of socialization are family, school, religion.docxteresehearn
1-Some typical agents of socialization are: family, school, religion, friends, relatives, and mass media. What agents of socialization have influenced you the most? Describe their influence on your attitudes, beliefs, values, or other orientations to life. How have they made you the person that you are today?
2-
The major components of social structure are culture, social class, social status, roles, groups, and social institutions. Use social structure to explain why some Americans have such a low rate of college graduation
150 word min/references
.
1-Provide a critique Kristen Swanson’s Theory of Caring, making .docxteresehearn
1-Provide a critique Kristen Swanson’s Theory of Caring, making sure to
identify benefits, consequences and feasibility
of application in clinical practice as a family nurse practitioner.
2-Provide evidence using 2 (two) scholarly articles in order to support your critique.
APA style. 250 words. 2-3 references.
.
🔥🔥🔥🔥🔥🔥🔥🔥🔥
إضغ بين إيديكم من أقوى الملازم التي صممتها
ملزمة تشريح الجهاز الهيكلي (نظري 3)
💀💀💀💀💀💀💀💀💀💀
تتميز هذهِ الملزمة بعِدة مُميزات :
1- مُترجمة ترجمة تُناسب جميع المستويات
2- تحتوي على 78 رسم توضيحي لكل كلمة موجودة بالملزمة (لكل كلمة !!!!)
#فهم_ماكو_درخ
3- دقة الكتابة والصور عالية جداً جداً جداً
4- هُنالك بعض المعلومات تم توضيحها بشكل تفصيلي جداً (تُعتبر لدى الطالب أو الطالبة بإنها معلومات مُبهمة ومع ذلك تم توضيح هذهِ المعلومات المُبهمة بشكل تفصيلي جداً
5- الملزمة تشرح نفسها ب نفسها بس تكلك تعال اقراني
6- تحتوي الملزمة في اول سلايد على خارطة تتضمن جميع تفرُعات معلومات الجهاز الهيكلي المذكورة في هذهِ الملزمة
واخيراً هذهِ الملزمة حلالٌ عليكم وإتمنى منكم إن تدعولي بالخير والصحة والعافية فقط
كل التوفيق زملائي وزميلاتي ، زميلكم محمد الذهبي 💊💊
🔥🔥🔥🔥🔥🔥🔥🔥🔥
Temple of Asclepius in Thrace. Excavation resultsKrassimira Luka
The temple and the sanctuary around were dedicated to Asklepios Zmidrenus. This name has been known since 1875 when an inscription dedicated to him was discovered in Rome. The inscription is dated in 227 AD and was left by soldiers originating from the city of Philippopolis (modern Plovdiv).
THE SACRIFICE HOW PRO-PALESTINE PROTESTS STUDENTS ARE SACRIFICING TO CHANGE T...indexPub
The recent surge in pro-Palestine student activism has prompted significant responses from universities, ranging from negotiations and divestment commitments to increased transparency about investments in companies supporting the war on Gaza. This activism has led to the cessation of student encampments but also highlighted the substantial sacrifices made by students, including academic disruptions and personal risks. The primary drivers of these protests are poor university administration, lack of transparency, and inadequate communication between officials and students. This study examines the profound emotional, psychological, and professional impacts on students engaged in pro-Palestine protests, focusing on Generation Z's (Gen-Z) activism dynamics. This paper explores the significant sacrifices made by these students and even the professors supporting the pro-Palestine movement, with a focus on recent global movements. Through an in-depth analysis of printed and electronic media, the study examines the impacts of these sacrifices on the academic and personal lives of those involved. The paper highlights examples from various universities, demonstrating student activism's long-term and short-term effects, including disciplinary actions, social backlash, and career implications. The researchers also explore the broader implications of student sacrifices. The findings reveal that these sacrifices are driven by a profound commitment to justice and human rights, and are influenced by the increasing availability of information, peer interactions, and personal convictions. The study also discusses the broader implications of this activism, comparing it to historical precedents and assessing its potential to influence policy and public opinion. The emotional and psychological toll on student activists is significant, but their sense of purpose and community support mitigates some of these challenges. However, the researchers call for acknowledging the broader Impact of these sacrifices on the future global movement of FreePalestine.
Andreas Schleicher presents PISA 2022 Volume III - Creative Thinking - 18 Jun...EduSkills OECD
Andreas Schleicher, Director of Education and Skills at the OECD presents at the launch of PISA 2022 Volume III - Creative Minds, Creative Schools on 18 June 2024.
Leveraging Generative AI to Drive Nonprofit InnovationTechSoup
In this webinar, participants learned how to utilize Generative AI to streamline operations and elevate member engagement. Amazon Web Service experts provided a customer specific use cases and dived into low/no-code tools that are quick and easy to deploy through Amazon Web Service (AWS.)
Gender and Mental Health - Counselling and Family Therapy Applications and In...PsychoTech Services
A proprietary approach developed by bringing together the best of learning theories from Psychology, design principles from the world of visualization, and pedagogical methods from over a decade of training experience, that enables you to: Learn better, faster!
How to Manage Reception Report in Odoo 17Celine George
A business may deal with both sales and purchases occasionally. They buy things from vendors and then sell them to their customers. Such dealings can be confusing at times. Because multiple clients may inquire about the same product at the same time, after purchasing those products, customers must be assigned to them. Odoo has a tool called Reception Report that can be used to complete this assignment. By enabling this, a reception report comes automatically after confirming a receipt, from which we can assign products to orders.
A Free 200-Page eBook ~ Brain and Mind Exercise.pptxOH TEIK BIN
(A Free eBook comprising 3 Sets of Presentation of a selection of Puzzles, Brain Teasers and Thinking Problems to exercise both the mind and the Right and Left Brain. To help keep the mind and brain fit and healthy. Good for both the young and old alike.
Answers are given for all the puzzles and problems.)
With Metta,
Bro. Oh Teik Bin 🙏🤓🤔🥰
1 Published by CCCOnline ccco.desire2learn.org MAR160 Mod.docx
1. 1 Published by: CCCOnline ccco.desire2learn.org
MAR160 Module1 Exploration:
Basic Consumer Needs
Introducing the Cast
Meet Janie. She’s the star of this exploration. Janie just finished
her Associates
Degree and is eager to get work work before deciding on
continuing on to her
Bachelor’s Degree.
Janie was just hired at Northside Medical Center as a
receptionist and while she’s got
great people skills, she still feels she has much to learn.
Follow Janie in this scenario and watch her as she works with a
software company
representative at her new job. So click NEXT if you are ready to
get started.
2 Published by: CCCOnline ccco.desire2learn.org
Instructions
2. 1.Each of the five scenes below shows Janie in various customer
situations.
2. Each scene includes a knowledge check for you to determine
whether you
understand the basic needs of customers.
3. Click the customer icon in the bottom left to review the 5
Basic Customer Needs.
4. Click a scene when you are ready to begin.
Consumer Needs
Service: Customers expect the service that they think is
appropriate for the level of
purchase that they are making. A small, spontaneous purchase
may have a smaller
service need than a larger purchase that has been carefully
planned and researched.
Price: The cost of everything we purchase is becoming more and
more important.
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People and businesses want to use their financial resources as
efficiently as possible.
Many products previously considered unique are now
3. considered commodities. This
means that while a consumer previously had to travel to the
local hamburger
restaurant to purchase a hamburger, now one can be acquired at
many other
locations. This makes the component of price even more
important to the customer.
Quality: Americans are less likely today to think of their
purchases as throw-away
items. Customers want the products that they purchase to be
durable and functional
until the customer decides to replace them. This requirement of
quality mandates
that manufacturers and distributors produce products that live
up to the customers’
expectations of durability. Customers are much less likely to
question price if they
are doing business with a company that has a reputation for
producing a high quality
product.
Action: Customers need action when a problem or question
arises. Many companies
offer toll-free customer assistance telephone lines, flexible
return policies, and
4. customer carryout services in response to the need for action.
Customers are human
beings and like to think that they are an important priority and
that when a need or
question arises someone will be ready and waiting to help them.
Appreciation: Customers need to know that we appreciate their
business. Customer
service providers can convey this appreciation in many
appropriate ways. Saying
“thank you” to the customer through our words and actions is a
good starting point.
Preferred customer mailing lists, informational newsletters,
special discounts,
courtesy, and name recognition are good beginnings to showing
our customers our
appreciation. Additionally, letting them know that we are glad
that they have chosen
to do business with us conveys a positive message. A fast food
restaurant has a sign
in its drive-through lane that says, “We know that you could eat
somewhere else;
thank you for allowing us to serve you.”
Scenario 1
5. Introduction
Janie meets with a software company representative
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Overview
In this scene, Janie speaks with a software company
representative, Mike. He wants
to show Janie all the features of a new patient logging/tracking
software. What might
her needs be? Click NEXT to find out…
Scene 1 - Knowledgeable Representative
Mike: Hi, Janie! I’m Mike. It’s good to finally meet you.
Janie: Hi Mike! I’m glad to meet you too.
Mike shows Janie the software by first showcasing all of its
features on her computer.
He quickly opens the program and types in some of the office
information he had
saved when they spoke earlier.
Mike: Now, let’s say you want to track Ms. Jones visits. First,
click the patient link…
6. Janie (thinking): Wow! I’m quite impressed how much Mike
knows about his
company’s software. The way he seems to know my
responsibilities is definitely a
plus, too.
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Scene 1 - Enthusiastic Representative
Janie sits at her computer so Mike can show her some steps in
using the software.
Janie is also impressed with Mike’s enthusiasm.
Mike: I’ve been truly impressed with how well my company has
developed this
software. It’s like they used a ton of feedback from users like
you, Janie. I’ll leave
my business card in case you have questions.
Janie: I’ll explore the software today.
Scene 1 - Researching the Product
Janie thinks about how she can use the system while performing
her job.
Janie thinks: I can use the system to:
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Janie: Hmm…I wonder how easy the website is to navigate and
get information?
Janie was successful accessing the website and finding answers
to questions she had.
The website was easy to navigate. She also found the call center
# and talked with a
friendly, helpful representative.
Janie: I really like it when employees are well versed in their
company’s products.
Scene 1 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
the sales representative had many answers for Janie. Check your
understanding of
8. Janie’s customer needs by clicking on the corresponding
customer need below and
then Submit.
a) price
b) action
c) service
d) appreciation
e) quality
Scene 1 - Wrap-Up
It’s important that a company employee believe in their product,
whether they are a
sales person or not, and are genuinely excited about having
customers try it. After
all, a potential client won’t buy a product if the sales
representative is not excited to
talk about it. The same is true if a customer service
representative seems unsure
with how to clear up issues. Having a belief in a product and
knowing its benefits
provides the customer with the right kind of information needed
to buy. The thing to
remember is knowing when to listen and when to talk in any
9. customer service
situation.
Janie: Mike taught me some important lessons and not just how
to use the software.
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Scenario 2
Introduction
Janie answers phones and reviews digital patient information
Overview
In this scene, Janie speaks on the phone with a new patient and
forgets how to log
the patient’s information into the new patient software. How
will she continue to
serve the patient and log her into the system? Click NEXT to
find out…
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Scene 2 - Answering Phones
Janie works with the trial version of the software which Mike
had shown her how to
10. use, when she gets a call from a patient…
Janie: Hello! This is Janie Jones at Northside Medical. How can
I help you?
Patient: Hello! I haven’t seen a doctor in a long time. I feel just
terrible. I’m all achy,
sniffley and can’t sleep. Is your office accepting new patients?
Janie: I’m sorry to hear you’re feeling so bad. Our office is
accepting new patients. I
will need a few bits of information from you to get you
scheduled to see a doctor
immediately.
Scene 2 - Working Through Issues
Janie soon realizes she forgot where to log into the system to
add a new patient…
Janie thinks: Oh dear! How am I going to get this patient
scheduled?
Janie decides to log the information the old fashioned way by
pen and paper and
then call customer support later…
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11. Janie: Can I please get your name, address and phone. I will
need your insurance
information too.
Patient: Sure! I’m Mary Adams. My address is 123 Fern St. My
phone number is 303-
555-1234. My insurance is Anthem.
Scene 2 - Resolving Issues
Janie refers to the paper calendar schedule and finds a doctor
for the patient…
Janie: Great! Dr. Green is available to see you today at 11:00
a.m. Does that work
for you?
Patient: *sniffles* Yes! That’s perfect! Thanks so much for
your help!
Janie: Wonderful! We will see you at 11:00 today. Good-bye!
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Scene 2 - Dealing with Customer Support
Janie calls the software company’s support desk for help
creating a new patient file.
Janie: Hi! I’m using your new patient software and I forgot
where to log new patient
12. information. Can you point me in the right direction?
Customer Service: I’d be happy to help. Do you see the icon
that looks like a person
on the top right of your screen? This is the patient icon. You
can log in new patients
from there, as well as work with existing patient records.
Janie: Of course. Now that makes sense. I see the on-screen
prompts to get me
started. Thanks for your help!
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Scene 2 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
the representative needed to quickly serve her customer. Check
your understanding
of the new patient’s need and how Janie handled that need by
clicking on the
corresponding customer need below and then Submit.
a) price
b) action
13. c) service
d) appreciation
e) quality
Scene 2 - Wrap-Up
It’s important that you meet your customers and clients’ needs
by taking
action…even when you don’t have access to important tools.
Janie took action even
though she could not access the software, she wrote out the
patient’s information,
checked with a paper calendar on scheduling and was able to
schedule the patient.
You could also say that Janie was resourceful. Being
resourceful and taking action
helps you and your company to keep your customers coming
back.
Janie: I’m a helper. I don’t like when I can’t help people, so
being resourceful and
taking action has become second-nature for me.
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14. Scenario 3
Introduction
Janie researches information about various patient software
Overview
In this scene, Janie reviews information about a second patient
software company.
How will she decide which software is the better software to
serve her needs as well
as the needs of the doctor’s office? Click NEXT to find out…
Scene 3 - Researching a Website
Janie reviews the software company’s website and finds the
website very user-
friendly…
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Janie thinks: Hmm…this software seems pretty interesting.
They’re website is fancy.
Let’s see, where’s the phone number?
Answering machine: Hello, you’ve reached XYZ Software.
Press 1 for customer
service.
15. Janie: Hello, I’m researching patient software and I have a few
questions…
Scene 3 - Providing Service
Unfortunately, XYZ Software doesn’t seem to impress Janie as
much as its website
does…
Customer service: You need the sales department, not customer
service…please hold.
I will connect you to a sales rep.
Janie thinks: Why don’t they have a different choice on the
recording for their sales
department?
I think I’ve heard that hold song 3 times now. I wouldn’t keep
my patients on hold
this long.
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Scene 3 - Representative Knowledge
Janie asks the sales representative a few questions about the
patient software
advertised on the company website…
16. Janie: Does your software connect with all of the insurance
companies? What kinds
of information is shared?
Sales Rep: The software connects with three major insurance
carriers and I will need
to check on the types of patient information shared. Please
hold…
Janie thinks: Why wouldn’t this sales rep know all the
information she needs to sell
her software? And why in the world wouldn’t it connect with all
insurance carries
instead of just the majors?
Scene 3 - Product Features
Janie learns about the software, its features and what XYZ
provides its customers...
Sales Rep: You also get our world-class service and
notifications when software
updates are available, as well as access to our news magazine.
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Janie: I see. So, how many licenses come with the premium
package?
17. Only one? And that’s for the premium package?
5.6 Scene 3 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
Janie sought out more information about patient software. She
not only learned a lot
about the software, but also what the company offered based on
specific packages.
Check your understanding of Janie’s need and how XYZ
Software met that need by
clicking on the corresponding customer need below and then
Submit.
a) price
b) action
c) service
d) appreciation
e) quality
Scene 3 - Wrap-Up
Consumers now have many different ways of doing the same
thing and more
importantly, it’s all becoming easier to obtain. Products are
18. priced more
competitively for this reason. Those which are purchased end up
doing a better job
of meeting a consumer’s need, whether it’s in the way they
purchased the product,
had access to the product before purchase, or maybe how the
price fit within the
customer’s budget.
Janie: I shop for my boss just like I shop for myself. I scrutinize
everything based
upon price.
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Scenario 4
Introduction
Janie weighs pros and cons
Overview
In this scene, Janie considers two different patient software
companies. How will she
decide which software is the better software to serve her needs
as well as the needs
19. of the doctor’s office? Click NEXT to find out…
Scene 4 - Support Pros and Cons
Janie makes a list of pros and cons for two software
companies…
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Janie thinks: XYZ Software has a fancy website. They must’ve
spent a lot of money
on it. That should say something about their product, too.
Right? The sales
representative from ABC Software spoke with me in person and
The answered all my questions. The XYZ sales rep didn’t have
an answer to one of
my questions.
Scene 4 - Comparing Answering Systems
Janie thinks: The XYZ website was really easy to navigate and
find the information I
needed.
I wonder why XYZ couldn’t spend the money on improving
their automated phone
messaging system? ABC may have a plain website, but they
seem to have done a
20. good job with their phone answering system.
Scene 4 - Company Reputation
Janie thinks: XYZ Software doesn’t have as many features as
ABC Software has.
According to comments by other users, ABC Software has a real
good reputation.
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Users of XYZ Software seem neutral as to how they like the
software.
6.5 Scene 4 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
Janie weighed the pros and cons of two software companies.
She not only compared
two software packages based upon her experience dealing with
the company and its
representatives, but sought out opinions from other customers.
Check your
understanding of Janie’s needs and how XYZ Software or ABC
Software may have
met that need by clicking on the corresponding customer need
21. below and then
Submit.
a) price
b) action
c) service
d) appreciation
e) quality
Scene 4 - Wrap-Up
Like Janie, customers want to know that what they are paying
for is a quality product,
which means, it won’t break down a few months after purchase.
Consumers may
research customer reviews of a product or get information about
other features in
order to weigh pros and cons with other products before making
a decision. This
forces companies to ensure their products are well worth their
customers’ hard-
earned money.
Janie: Whether spending my money or my boss’s money, I want
to make sure that
22. the product I end up with is worth it.
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Scenario5
Introduction
Two different sales representatives contact Janie
Overview
In this scene, Janie speaks with two representatives from two
different software
companies. How will she decide which software is the better
software to serve her
needs as well as the needs of the doctor’s office? Click NEXT
to find out…
Scene 5 - Second In-Person Meeting
Janie and Mike (from ABC Software) meet a second time to
discuss his company’s
software…
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Mike: Thanks for asking me to come by a second time. I’m glad
you are still
23. considering our software.
Janie thinks: I’m glad he doesn’t think this is an inconvenience.
Mike: After we finish here, my boss would like to meet you for
lunch to address any
concerns you may have. Do you have time?
Janie: Sure. The office closes at lunch anyway.
Janie thinks: It’s nice they are taking me to lunch. It shows
what they think of me
and my Doctor’s office.
Scene 5 - Second Phone Conversation
Later in the week, the XYZ Software sales representative calls
Janie to review some
software features…
Sales Rep: Thanks for taking the time to speak with me again. I
wanted to circle
back to our first call and answer your questions and share other
software features.
Janie: Do you know what types of patient information is shared
with the different
insurance carriers via your software?
Sales Rep: I’m glad you asked that. The software is capable of
24. grabbing full patient
records, so your doctors are fully informed.
Janie Thinks: I’m glad she was thinking of me. I wonder if she
is aware I am
considering other software?
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Scene 5 - Company Features
Will Janie fall for the freebie, or will she continue to
scrutinize…
Sales Rep: Oh one other thing you get when you purchase our
software is a
complimentary flash drive. It’s our way of saying, “Thank you,”
to our customers.
Janie thinks: A flash drive? Really?
Janie thinks: I like to know what others do with the software
and any tips they can
provide.
Sales Rep: We also give you access to our monthly news, which
provides information
and resources on the software.
25. Scene 5 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
two software company representatives acknowledged Janie’s
time. Check your
understanding of Janie’s need and how XYZ Software or ABC
Software may have met
that need by clicking on the corresponding customer need below
and then Submit.
a) price
b) action
c) service
d) appreciation
e) quality
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Scene 5 - Wrap-Up
Showing gratitude or appreciation for your customers not only
helps you keep those
customers, but can grow your business by word of mouth.
Appreciation can be as
26. simple as “Thank you,” or could include regular emailed bonus
coupons, a birthday
card, or maybe even a gift card. Whatever way you show it,
share your appreciation
with your customers and customer retention is a whole lot
easier.
Janie: I make it a point to acknowledge our patients’ birthdays,
so I like it when
companies appreciate my business as well.
MAR160 Module1 Exploration: Basic Consumer
NeedsIntroducing the CastInstructionsConsumer NeedsScenario
1IntroductionOverviewScene 1 - Knowledgeable
RepresentativeScene 1 - Enthusiastic RepresentativeScene 1 -
Researching the ProductScene 1 - Knowledge CheckScene 1 -
Wrap-UpScenario 2IntroductionOverviewScene 2 - Answering
PhonesScene 2 - Working Through IssuesScene 2 - Resolving
IssuesScene 2 - Dealing with Customer SupportScene 2 -
Knowledge CheckScene 2 - Wrap-UpScenario
3IntroductionOverviewScene 3 - Researching a WebsiteScene 3
- Providing ServiceScene 3 - Representative KnowledgeScene 3
- Product Features5.6 Scene 3 - Knowledge CheckScene 3 -
Wrap-UpScenario 4IntroductionOverviewScene 4 - Support Pros
and ConsScene 4 - Comparing Answering SystemsScene 4 -
Company Reputation6.5 Scene 4 - Knowledge CheckScene 4 -
Wrap-UpScenario5IntroductionOverviewScene 5 - Second In-
Person MeetingScene 5 - Second Phone ConversationScene 5 -
Company FeaturesScene 5 - Knowledge CheckScene 5 - Wrap-
Up