This document discusses various methods for researching service success and failure, including observational techniques, mystery shopping, employee reports, surveys, focus groups, and the critical incident technique. It notes that determining service success is difficult due to the dynamic and experiential nature of services. The best approach is to use a combination of research methods to measure service performance and offset the limitations of any single approach. Key methods discussed include observing customer experiences, posing as customers, gathering employee perspectives, surveying customers, holding focus groups, and analyzing specific positive and negative service incidents.
The Presenation is about "Medical call center - cell phone based communication". The telenor subscriber in Pakistan can call 1911 and can connect with Dr and paramedicals. Medisoft has developed call center application.
Repeat customers are vital in any business.Customer retention is extremely crucial.This presentation shares with us the positive impact of service recovery
The Presenation is about "Medical call center - cell phone based communication". The telenor subscriber in Pakistan can call 1911 and can connect with Dr and paramedicals. Medisoft has developed call center application.
Repeat customers are vital in any business.Customer retention is extremely crucial.This presentation shares with us the positive impact of service recovery
Medical call centers effectively reflect the brand attributes of the medical center through each interaction with a caller. In this white paper, we review the critical success factors for maintaining a highly successful contact center, ensuring each interaction enchants callers to schedule appointments, participate in fund raising events and refer patients.
You never get a second chance to make a first impression.Endeavor Management
The contact center is the first step in the ideal experience for patients and physicians. In this brief presentation, Gelb will illustrate best practices in contact centers created by national leaders in healthcare. We will examine the differences between functional needs (what must be done) and emotional needs (how patients and physicians feel about your contact center). How does your contact center rate on the 9 Dimensions of call center strategy? Does your contact center engage and enchant callers?
Service quality and customer satisfaction are integral components of today's customer service world. Both of the attributes are inter-related to each other and combination of which appreciates the efficiency of a process.
A recent research report, commissioned by Oracle, which questioned 1,500
consumers and 250 contact centre managers, revealed a startling difference
between what customer expectations are and the way businesses in the UK (and
Europe) are dealing with them.
Average call duration (ACD) is an easy benchmark to understand and an insightful metric to track. Whether it's tracked for a small group of Level 2 engineers or for a contact center of several hundred agents, this metric can provide insight into the efficiency of a support/service team.
ACD tracks the length of time a customer is on the phone. It's usually measured in minutes and is exclusive of any pre-call preparation or post-call documentation, typically referred to as "wrap." By measuring the duration of the call, organizations hope to find ways in which to improve the efficiency of the service they provide, thereby controlling costs and increasing customer satisfaction.
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
CRM is an integral part of any healthcare center / institution. Being a service based organization, LMRF Healthcare focus on each and every patient as valued customer, who's satisfaction and good health outcome is our top success parameter.
So we designed our CRM in a way to keep our patients in the center and provide all kinds of care around so that s/he finds him/herself at the center of attention.
IARE - International Association of Reservation ExecutivesEtech
Presentation of Etech’s president, Matt Rocco, on implementing a successful quality monitoring program at 30th annual IARE conference in San Diego, CA.
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
Services Marketing - Service Encounter Failure & RecoveryHimansu S Mahapatra
Services Marketing
CHAPTER – 5
Service Encounters, Service Failure and Recovery
Service Recovery Strategies
Most companies have to learn the importance of excellent service recovery for disappointed customers and practice them.
This in reality is a combination of several different strategies that need to work together, as given below in the presentation
Medical call centers effectively reflect the brand attributes of the medical center through each interaction with a caller. In this white paper, we review the critical success factors for maintaining a highly successful contact center, ensuring each interaction enchants callers to schedule appointments, participate in fund raising events and refer patients.
You never get a second chance to make a first impression.Endeavor Management
The contact center is the first step in the ideal experience for patients and physicians. In this brief presentation, Gelb will illustrate best practices in contact centers created by national leaders in healthcare. We will examine the differences between functional needs (what must be done) and emotional needs (how patients and physicians feel about your contact center). How does your contact center rate on the 9 Dimensions of call center strategy? Does your contact center engage and enchant callers?
Service quality and customer satisfaction are integral components of today's customer service world. Both of the attributes are inter-related to each other and combination of which appreciates the efficiency of a process.
A recent research report, commissioned by Oracle, which questioned 1,500
consumers and 250 contact centre managers, revealed a startling difference
between what customer expectations are and the way businesses in the UK (and
Europe) are dealing with them.
Average call duration (ACD) is an easy benchmark to understand and an insightful metric to track. Whether it's tracked for a small group of Level 2 engineers or for a contact center of several hundred agents, this metric can provide insight into the efficiency of a support/service team.
ACD tracks the length of time a customer is on the phone. It's usually measured in minutes and is exclusive of any pre-call preparation or post-call documentation, typically referred to as "wrap." By measuring the duration of the call, organizations hope to find ways in which to improve the efficiency of the service they provide, thereby controlling costs and increasing customer satisfaction.
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
CRM is an integral part of any healthcare center / institution. Being a service based organization, LMRF Healthcare focus on each and every patient as valued customer, who's satisfaction and good health outcome is our top success parameter.
So we designed our CRM in a way to keep our patients in the center and provide all kinds of care around so that s/he finds him/herself at the center of attention.
IARE - International Association of Reservation ExecutivesEtech
Presentation of Etech’s president, Matt Rocco, on implementing a successful quality monitoring program at 30th annual IARE conference in San Diego, CA.
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
Services Marketing - Service Encounter Failure & RecoveryHimansu S Mahapatra
Services Marketing
CHAPTER – 5
Service Encounters, Service Failure and Recovery
Service Recovery Strategies
Most companies have to learn the importance of excellent service recovery for disappointed customers and practice them.
This in reality is a combination of several different strategies that need to work together, as given below in the presentation
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
Companies who have implemented call quality programs have realized significant improvement in call quality, customer satisfaction, employee performance, and overall call center performance. How does your call quality program compare? This is an extract from the Ascent Group\\\'s annual call quality practices benchmarking research.
Maximizing the Value of Customer Feedback Surveys Design and Benefits.pdfCViewSurvey
Maximizing the Value of Customer Feedback Surveys Design and Benefits" is a PDF document that discusses the importance of designing effective customer feedback surveys and the benefits they provide to businesses. The document begins by highlighting the importance of customer feedback in driving business growth and improving customer satisfaction.
The PDF then goes on to discuss the key factors to consider when designing a customer feedback survey, including the types of questions to ask, the format of the survey, and the timing and frequency of the survey. The importance of ensuring the survey is easy to complete and understand is also emphasized.
The document then outlines the benefits of customer feedback surveys, including improved customer loyalty, increased revenue, and enhanced product development. The PDF also discusses how customer feedback surveys can help identify areas of improvement and provide insights into customer preferences and behaviors.
To ensure maximum value from customer feedback surveys, the document recommends that businesses take a strategic approach to survey design and analysis, and use the insights gained from the surveys to inform their decision-making processes. The document concludes by emphasizing the importance of continuous improvement in survey design and implementation to ensure ongoing success.
Customer Service Analytics - Make Sense of All Your Data.pptxEmmanuel Dauda
Customer service analytics makes sense of the data from all your customer interactions and turns them into insights you can use to improve your customer service operations.
Running Head BECOMING A BETTER PRACTITIONER .docxsusanschei
Running Head: BECOMING A BETTER PRACTITIONER 1
BECOMING A BETTER PRACTITIONER
2
Becoming a Better Practitioner II
Diana Carter
University of South Carolina
Practice Setting and Role:
WellPartners provide a complete range of Vision care, free comprehensive eye care, vision exams, prescriptions, eyeglasses, dilation, glaucoma screening, refraction, retinal photography and visual field ex. My role as an intern is to administer the initial assessment and assist with the procedures of services rendered with the patients, from vision exams to the actual customer satisfaction survey.
Client System Description:
Our Adult non-profit clinic provides free eye care to residents of Fairfield, Lexington and Richland counties, 18 years or older with South Carolina driver’s license or ID, low income (≤ 200% of poverty level) and no vision insurance.
Customer Satisfaction As a practitioner my focus is on the effects produced on the people we serve. For instance, the result of a training program might be the number of graduates who get a job and keep it for a particular period. Seeing the outcome is a way to create avenues for excellent customer service. Measuring outcomes requires a bigger commitment of time and resources, while impacts are what we hopes for, positive outcomes are what we work for.
A viable measurement tools/approaches to assess your goal.
Customer Satisfaction (CSAT)
CSAT measures customer satisfaction with a specific experience. A single question typically determines: How would you rate your overall satisfaction with the service you received?
Description of measure - CSAT score is the sum of respondents that answered somewhat or very satisfied. The higher the number the higher your customer satisfaction will be. The CSAT would you rate patients experience with using 5 unit scales consisting of Very unsatisfied / unsatisfied / Neutral / Satisfied / Very satisfied. CSAT reflects content validity: This is related to our ability to create questions that reflect the issues we are researching and make sure that key related subjects are not excluded. Reliability is reflected with CSAT concerned with the consistency of our measurement, that’s the degree to which the questions used in a survey elicit the same type of information each time they are used under the same conditions.
Who? The clinical director or the intern will administer the survey/tool.
What? CSAT stands for Customer Satisfaction. The metric measures how a customer feels about a specific service.
Where? The survey will be administered in theprivate waiting area in Clinic
When? The survey/tool will be administered at the end of services rendered/termination. (2weeks process)
Reference
Braunsberger, K., & Ga ...
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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1. Chap. 12: Researching Service Success and Failure Determining success or failure is a key focus of service performance measurement. What is firm doing right? Where is it failing? Research addresses Gap 1: Not knowing what customers expect.
3. Researching Service Success and Failure: Gap 1 Many companies believe they know what customers should want and deliver that, rather than finding out what they do want. Companies should determine customer expectations, and then deliver to them. Research allows you to better understand expectations.
4. Service Success Difficult to Achieve? Service success is difficult because: Services are dynamic and experiential in nature. Services exist only when they are rendered. Services occur in real time.
5. Service Success Difficult to Achieve? People’s expectations change over time People change over time; new customers have different expectations. Cannot predict in advance causes of flight delays – medical emergencies, weather, equipment failure, security checks for unidentified baggage. Service is subject to variability. Service quality may change over time.
6. Service Success Difficult to Achieve? Challenge of investigating services using traditional research methodologies. Surveys capture information after the fact and cannot capture experiential nature of services. It is best to measure service performance using a combination of methods, thereby offsetting the limitations of any single method.
7. Research Methodsfor Services Observational Techniques Mystery Shopping Employee Reports Survey Methods Focus Groups Experimental Field Testing Critical Incident Technique Moments of Truth Impact Analysis
8. Observational Techniques Services are dynamic, experiential processes Survey or experimental methods are not capable of fully capturing these dynamic, experiential processes Observation offers naturalistic insights into service phenomena Direct human observation does not rely on the service participants’ recall or verbal capabilities, nor does it require their cooperation
9. Observational Techniques Trace Analysis: studying the physical environment after a service has occurred to ascertain aspects of its delivery. Receipt Analysis: review data on billing statements to uncover information about service customers. MBWA
10. Mystery Shopping Mystery shopping is an unobtrusive method of gathering data in which people pose as bona fide shoppers to observe and collect information about an organization's service performance. Improve service (hospital) – improved estimates of wait time, better explanations of medical procedures, extended hours for administrators, escorts for patients who are lost, less stressful TV programming in the waiting room.
11. Employee Reports Employee Reports: Provides view of the service performance, which neither customers nor managers possess. Survey methods: information about customers, feedback on their experience, asks “why” questions, large number of respondents, bias.
12. Application True or False? You need intuition or experience when you conduct marketing research. Marketing research can predict with 100% accuracy if a marketing strategy will be a success.
13. Focus Groups Eight to twelve customers led by a moderator Probe specific aspects of a service in depth Generate useful ideas for new services and service improvements or simply explore a service’s strengths and weaknesses.
14. Focus Groups Example: screening movies before they are released to the public. After a rough cut of the film has been created, movie is viewed by a panel of consumers that matches the demographic target. Focus group give reactions to ending of the movie, their understanding of the different aspects of the plot line. Based on focus group, movie may be revised/edited to ensure success in the marketplace
15. Experimental Field Testing Evaluate new service concepts on a small scale before committing the extensive financial resources needed to introduce them across the board. Effects of different prices on phone use on international flight.
16. Critical Incident Technique The Critical Incident Technique is a research method especially useful to study the service experiences of customers and frontline employees.
17. Critical Incident Technique Think of a time when, as a customer, you had a particularly satisfying (or dissatisfying) interaction. When did the incident happen? What specific circumstances led to this situation? Exactly what did the employee (or firm member) say or do? What resulted that made you feel the interaction was satisfying (or dissatisfying)? What could (or should) have been done differently?
18. Critical Incident Technique Stories are analyzed to determine common themes of satisfaction/dissatisfaction: recovery (after failure), adaptability, spontaneity, and coping. Benefits: (1) taken from customer’s perspective, vivid, customer’s own words (2) concrete information about how employees behave and react, therefore easy to translate into action; (3) useful if service is new and very little information exists
19. Creating a Service QualityInformation System What to Measure Use service blueprints as guides to structure questions, make direct observations, and ensure that all essential aspects of the service experience are covered What to Do with the Information Uncover problem areas Adjust service standards Decide which activities need the highest priority
20. What to Measure Is this statistically valid? Validity – does this measure what it is supposed to measure? Salespeople were paid on the basis of customers’ satisfaction scores while allowing salespeople to control the customers sampled. Naturally, salespeople sent surveys only to satisfied customers, artificially inflating the scores.
21. What to Measure 2. Measures Priorities or Importance Customers have many service requirements, but not all are equally important. Food quality, wait time, lighting, décor
22. What to Measure 3. Measuring Loyalty, Behavioral Intentions, or Behavior Saying positive things about the company, recommending company to others, etc. Saying negative things about the company, switching to another company, doing less with the company, etc.
23. Application – Role of Intuition and Experience in Research 1977 - The researcher concluded the film would fail. Watergate had made America less trusting of its institutions and, as a result, Americans in the 1970s prized realism and authenticity over science fiction. This film had the word “war” in its title; America suffering from its post-Vietnam hangover would stay away in droves.