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Last update: August 12, 2016
  • Measuring and Managing Service Quality

    Measuring and Managing Service Quality

    Measuring and managing service quality GAP 1: customer expectation => company perceptions of customer expectations (the difference between them) Activities can be undertook to improve Inadequate or inaccurate management understanding of customer service Causes of gap 1: • Lack of marketing research • Inadequate upward communication (front line of the company) • Inefficient relationship focus • Inadequate service recovery Different layers at a company can create problems when it comes to communication through the company.

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    Essay Length: 523 Words / 3 Pages
    Submitted: April 1, 2011 Autor: Antonio
  • Strategic Quality Management - the McBride Financial Services

    Strategic Quality Management - the McBride Financial Services

    The Virtual organization I used was The McBride Financial Services. The McBride Financial Services is a financial institution that helps individuals and companies get an affordable mortgage with minimum effort. The overview of their plan was to find a way to provide “an efficient, easy to use (front end and back end) Web site for the application and processing of mortgage applications with an upscale and friendly physical and virtual environment”. They also had a

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    Essay Length: 763 Words / 4 Pages
    Submitted: September 26, 2011 Autor: Dagner11
  • Restaurant Service Operation Management

    Restaurant Service Operation Management

    1.0 Introduction Satay King (沙爹王) is one of a famous chain of restaurant in Hong Kong with 20 years history, owned by Satay King (Holdings) Ltd and which is founded in 1991 by founder Cheng Chit. The restaurant was expanded rapidly, and now there are 7 stores in Hong Kong and 300 staff. The location of the chain stores are always in busy centre, where are Tsim Sha Tsui, Mong Kok, Jordan, Tsuen Wan, Kwun

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    Essay Length: 2,837 Words / 12 Pages
    Submitted: November 14, 2011 Autor: wklchristy
  • Eeoc V. Convergys Customer Management Group

    Eeoc V. Convergys Customer Management Group

    Convergys is a company that operates a call center. It business strategy is customer service and majority of its clients are cooperate organization. Demirelli was hired by Convergys in 2001 as a call representative. The company had a very strict tardiness policy that any employee tardy to their shift or from lunch more than 14 times could be disciplined. Demirelli had a rare condition known as brittle bone disease and was confined to a wheelchair

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    Essay Length: 811 Words / 4 Pages
    Submitted: November 17, 2011 Autor: famara
  • The Role of Service and Sales Skills in Customer Retention

    The Role of Service and Sales Skills in Customer Retention

    THE ROLE OF SERVICE AND SALES SKILLS IN CUSTOMER RETENTION This research examined whether specific service and sales skills could improve customer retention rates. A literature review was conducted to examine the following issues: (1) whether customer retention rates could be improved by attempting to resell customers who wished to cancel their accounts or stop services; (2) service quality factors that have been shown to contribute to customer retention; (3) behaviors and skills that have

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    Essay Length: 3,365 Words / 14 Pages
    Submitted: March 17, 2012 Autor: aQukamoo
  • How to Manage Customer Experience Across Social Media

    How to Manage Customer Experience Across Social Media

    Executive summary Customer experience management helps in managing customers across channels. This research paper helps to understand the basic philosophy on linkage of Social media and customer experience management. Social media has not only reinvented personal communication but has also changed the way in which business interacted and engaged with its old customers as well as acquire new customers. Social media has provided a real time media for organization to listen to their customer grievances

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    Essay Length: 1,998 Words / 8 Pages
    Submitted: January 20, 2013 Autor: chiglu123
  • Perception of Service Quality: The Complaining Customer

    Perception of Service Quality: The Complaining Customer

    Carr et al. (1995) said that, quality is an objective that is important and widely recognised through the world, but that low quality service providers are unlikely to survive due to increasing customer demand and the removal of trade barriers. A second perspective is Oakland (2000, cited in Douglas and Connor, 2003) described quality as a way of managing business processes to satisfy customers both internally and externally at every stage. Reference to the case

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    Essay Length: 2,896 Words / 12 Pages
    Submitted: March 4, 2013 Autor: manav.dce
  • Customers Perception of Service

    Customers Perception of Service

    Customers perception of serviceCustomer's perception of service means what the customers feel about the service. ie, how the customers evaluate the service after experiencing the service from the service provider – ie, whether they have experienced quality service.  Perceptions are always considered relative to expectations  Because expectations are dynamic, evaluations may also shift over time – from person to person and from culture to culture. What is considered quality service or

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    Essay Length: 408 Words / 2 Pages
    Submitted: November 5, 2013 Autor: viki
  • The Benefit of Service Blueprint to Marketing,human Resource and Operation Management

    The Benefit of Service Blueprint to Marketing,human Resource and Operation Management

    Discuss how such a service blueprint might be used in each of the following areas in this organization: marketing, human resource management, and operations Service blueprints are process flow charts that are used specifically for designing service operations. (A process flow chart is a very effective tool for depicting the different steps required in the completion of in a process.) Once participants understand blueprint and its potential, it is a great time to brainstorm how

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    Essay Length: 588 Words / 3 Pages
    Submitted: November 10, 2013 Autor: johnnylim92
  • Service to Customer - Manhunt 2: Killing for Kicks

    Service to Customer - Manhunt 2: Killing for Kicks

    Introduction In the case, Manhunt 2: Killing for Kicks, Mr. Adeleke is faced with an ethical dilemma and needs to decide whether to sell Manhunt 2 video game in his media shop. The video game, though meant for adults, contains different shades of brutality that could have harmful effects on children. Based on his research findings which were triggered by a friend, Mr. Adeleke’s consciousness, on the harmful effect of Manhunt 2 and other video

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    Essay Length: 862 Words / 4 Pages
    Submitted: December 3, 2013 Autor: Edache
  • Service Chain Management in Batam Samudra

    Service Chain Management in Batam Samudra

    SUPPLY CHAIN MANAGEMENT Dosen Pembimbing : Dr. Nofrisel MM SEPTI NURHILDA 1344007 PROSES SUPPLY CHAIN di BATAM SAMUDRA. BATAM SAMUDRA (BS) sebagai perusahaan jasa total logistik untuk perusahaan kontraktor SKK MIGAS di Indonesia, mengurusi logistic offshore mulai dari keagenan kapal, formalitas dan mobilisasi kru, custom clearance, mobilisasi rig, pergudangan, transportasi laut dan udara, ship chandling dll. Dalam melakukan bisnisnya BS didukung oleh Tim Pemasaran dan Penjualan, Tim Operasional , Tim Traffic Control, Tim Customer Care,

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    Essay Length: 681 Words / 3 Pages
    Submitted: April 2, 2014 Autor: antoni
  • Managing Profitable Customer Relationships and Partnering to Build Customer Relationship

    Managing Profitable Customer Relationships and Partnering to Build Customer Relationship

    AMERICAN INTERNATIONAL UNIVERSITY BANGLADESH PRINCIPLE OF MARKETING ASSIGNMENT TOPIC: “Managing Profitable Customer Relationships and Partnering to build Customer Relationship” – A study on: PRAN GROUP Topics to be covered: 1. Company Overview (Background, Mission & Vision). 2. List of Market Offerings (Product & Services of the organization with Sizes and Prices) 3. Practice of Marketing Concepts 4. Structure of Supply Chain Management 5. List Business Portfolio (SBUs) of the organization 6. Evaluation of SBUs by

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    Essay Length: 3,052 Words / 13 Pages
    Submitted: February 16, 2015 Autor: tarun1497600
  • Service Operation Management in Starbucks

    Service Operation Management in Starbucks

    CORP3171 Zhao Tong 6fe08dc9c5d2dbca7f7de189fec214c3.jpg Service Operations Management Course: Service Operations Management Course code: CORP3171 Name: Zhao Tong Student number: p13206721 Tutor: Andrew Nicholson ________________ Contents Abstract 1.0 Introduction–Brief Background of Starbucks 2.0 Service Concept 2.1 Definition of Service Concept 2.2 Importance of Service Concept 2.3 Service Concept in Starbucks 2.3.1 The Organising Idea 2.3.2 Service Provided in Starbucks 2.3.3 The Service Experience 2.3.4 Service Outcome 3.0 Operational Contribution to the Service Concept 3.1 Service Process

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    Essay Length: 3,482 Words / 14 Pages
    Submitted: May 29, 2015 Autor: Adora Zhao
  • Ballard Integrated Managed Services, Inc. Data Collection

    Ballard Integrated Managed Services, Inc. Data Collection

    Ballard Integrated Managed Services, Inc. Data Collection Shalee Andrews, Twana Davis, Louis White, Jeremy Bynum, Rocio Medina, Jason Kingsbury University of Phoenix QNT 351 Sara Skowronski January 25, 2015 ________________ Ballard Integrated Managed Services, Inc. Data Collection Ballard Integrated Managed Services, Inc. (BIMS) is a support service company that specializes in providing housekeeping and food services for corporations and institution. BIMS has established itself as highly competitive in the industry by combing services in housekeeping,

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    Essay Length: 1,688 Words / 7 Pages
    Submitted: August 1, 2015 Autor: nicky1245
  • ‘managing Services: Should We Be Having Fun?’ - Review

    ‘managing Services: Should We Be Having Fun?’ - Review

    1. Introduction In order to have a well understanding in term of advantages and disadvantages of such ‘fun’ workplace, this essay will examine the article: ‘Managing Services: Should We Be having Fun?’ by Tom Redman and Brian P. Mathews, which was published in 2004. Tom Redman is a professor of Durham Business School, who specializes in researching quality, productivity and human resources with over 10 years of experience. He is the author of two books

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    Essay Length: 2,076 Words / 9 Pages
    Submitted: October 23, 2015 Autor: Chi Do
  • Minnesota Micromotors - Marketing Simulation: Managing Customers and Segments Reflection Paper

    Minnesota Micromotors - Marketing Simulation: Managing Customers and Segments Reflection Paper

    Marketing Simulation: Managing Customers and Segments Reflection Paper In this simulation, we learnt how to efficiently and effectively allocate marketing resources to increase market share and firm profitability. In each quarter for 13 quarters (from Q4, 2012 – Q4, 2015), I had to adjust resource allocation in an effort to satisfy customers, improve product performance, drive sales, and ultimately increase firm profitability. It exposed me to a variety of moving pieces that enable a successful

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    Essay Length: 868 Words / 4 Pages
    Submitted: November 4, 2015 Autor: aditi0588
  • Web Management Case Study - Interfacing with Customers

    Web Management Case Study - Interfacing with Customers

    CASE: The Project Manager/Customer Interface Interfacing With Customers Muneeb Rasool Cleary University Q.1 There are few things that Brown and BWNS did well in this situation that helped them foresee and recover a potential damaging situation, the following were actions that positively impact the situation, they were able to forestall the outrage through badging. They also received written authorization for keeping the work going on materials and time basis. They also held to the view

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    Essay Length: 527 Words / 3 Pages
    Submitted: November 8, 2015 Autor: Muneeb Rasool
  • Performance Management Plan for Landslide Limousine Service

    Performance Management Plan for Landslide Limousine Service

    PERFORMANCE MANAGEMENT PLAN FOR LANDSLIDE LIMOUSINE SERVICE Performance Management Plan for Landslide Limousine Service Michelle L. Wade HRM/531 February 1, 2016 Dennis Cashman ________________ Landslide Limousine Service To: Traci Goldman, and. Bradley Stonefield From: Michelle L. Wade Date: 2/1/2016 Re: Performance Management Plan Hello Mr. Stonefield, At the request of Traci Goldman with Atwood & Allen Consultants, I have been assigned to assist you with the information you will need to prepare a Performance Management

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    Essay Length: 1,519 Words / 7 Pages
    Submitted: February 18, 2016 Autor: Michelle Wade
  • Managing Customer Relationships – Final Project

    Managing Customer Relationships – Final Project

    MANAGING CUSTOMER RELATIONSHIPS Managing Customer Relationships – Final Project Today’s Pet Inc. Greg O’Donnell III University of Maryland University College Managing Customer Relationships Today’s Pet has been family owned and operated since 1996 with a single location serving Elkridge, Columbia and the surrounding Maryland areas. They possess more than 30 years’ experience in the pet industry and are equally passionate about their customers’ pets and pet care as they are about friendly service. When visiting

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    Essay Length: 3,884 Words / 16 Pages
    Submitted: April 5, 2016 Autor: jeffgreen
  • Managers Without Enough Qualifications and Their Effect on Decision Making Process in Airline Mro Service Organizations

    Managers Without Enough Qualifications and Their Effect on Decision Making Process in Airline Mro Service Organizations

    MANAGERS WITHOUT ENOUGH QUALIFICATIONS Managers without enough qualifications and their effect on decision making process in airline MRO service organizations Viviana A. Martin Embry-Riddle Aeronautical University ________________ Abstract The trend of selecting or promoting managers that do not have direct experience in the areas they manage in technical positions appears to be taking place in many companies today including airline MRO services organizations. In order to be successful in a competitive marketplace, management must make

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    Essay Length: 2,420 Words / 10 Pages
    Submitted: April 8, 2016 Autor: vangelicam
  • Customer Management Process

    Customer Management Process

    Customer Management Process CLS – Product Development Focusing on new quality and healthy concept beverages such as juices and drinks to increase sales in order to fulfil and anticipate customer’s needs, concentrating on health conscious and strengthen the marketing using social media, website platform and campaign to grab potential demand in market. BLS – Cost Leadership Enhance the quality and healthy products (juices and juices drinks) globally at best price value that are marketed through

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    Essay Length: 1,276 Words / 6 Pages
    Submitted: June 3, 2016 Autor: Ayu Huss
  • Organizational Changes and Leadership from a System Perspective - Administration and Management of Human Service Program

    Organizational Changes and Leadership from a System Perspective - Administration and Management of Human Service Program

    ORGANIZATIONAL CHANGES AND LEADERSHIP FROM A SYSTEM PERSPECTIVE ADMINISTRATION AND MANAGEMENT OF HUMAN SERVICE PROGRAM   This paper will focus on the Organizational Changes and Leadership from a Systems Perspective for my dream agency, a shelter for women and children. I will discuss the types of leadership that my company would benefit from while describing the role, traits, competencies, and theories that would use at this shelter. I will also discuss elements and functions, managerial

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    Essay Length: 1,139 Words / 5 Pages
    Submitted: September 20, 2016 Autor: ktlgina12
  • Minerals Management Services

    Minerals Management Services

    MEMORANDUM Date: October 19th, 2016 From: Nina Kouadio To: The new director of a federal regulatory agency Topic: Seeking Answers to MMS’s Flawed Culture The Minerals Management Services (MMS) was created in 1982 by James G. Watt who came with the purpose to change the method by which the government managed its natural resources. To achieve its goal, the MMS model of regulation was to partner with the oil and gas companies and institutions in

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    Essay Length: 762 Words / 4 Pages
    Submitted: October 30, 2016 Autor: Nina Kouadio
  • Analyse and Evaluate Factors That Affect Customer Satisfaction with Hotel Stays and the Effect These Factors Have on Hotel-Management Strategies

    Analyse and Evaluate Factors That Affect Customer Satisfaction with Hotel Stays and the Effect These Factors Have on Hotel-Management Strategies

    Direct Entry Program Research Preparation and Practice Research Assignment Student Name: Ding jie Student ID: 5022867 Class: 3D Score required: Diploma/Bachelor 6.0 □ 6.5 □ 7.0 □ Master/Doctorate 6.5 □ 7.0 □ Teacher: Ingrid Prescribed word length: 2000 Actual word length: 1818 Date due: 02/12/2016 Date submitted:02/12/2016 Referencing Style: APA □ Harvard ☐ Assignment Topic: __Analyse and evaluate factors that affect customer satisfaction with hotel stays and the effect these factors have on hotel-management strategies

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    Essay Length: 2,199 Words / 9 Pages
    Submitted: March 12, 2017 Autor: Jam Ding
  • Ctrip: Scientifically Managing Travel Services

    Ctrip: Scientifically Managing Travel Services

    Problem Statement The main issue facing Ctrip is how they should continue to expand their product offerings while maintaining their corporate culture and philosophy. A decision needs to be made whether they should focus on budget and/or luxury travelers or continue to focus on the broader market of frequent independent travelers (FITs). External Initially the travel industry in China was characterized by small, fragmented agencies that offered poor service and focused on group tours and

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    Essay Length: 5,323 Words / 22 Pages
    Submitted: September 13, 2017 Autor: dfdkfghlskd

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