...Good and Bad Customer Service: Southwest Airlines and The Home Depot Case Analysis Broderick Pierce DeVry University Case Study: Effects of Good and Bad Customer Service Analyzing Southwest Airlines and The Home Depot Inc. Business situation Every organization deals with customers at some level, no matter what the inner workings are composed of. The absolute end result is satisfying the customer. Every single contact can either cultivate or corrode the relationship with a customer. This includes every letter or email that is sent out, every ad that may run and every phone call made. As apparent as this may seem to any given organization, often times, businesses suffer to some degree because of the lack of focus when it comes to customer service. In a time where technology and immediacy is the common thread used in impression and persuasion, the common denominator could boil down to customer service. It can be the one thing to separates an organization from others. Much like the very popular airline carrier, Southwest Airlines and home improvement store, The Home Depot Inc. With more than 3,200 flights each day, Southwest has a large customer base. “They recognize that providing great customer service is much more than just a job for the front lines or the call center,” (Business Week). It begins with treating its employees well and creating an environment of customer culture and success. It takes coordination from the top to motivate and bring together...
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...|Which mobile services do you use? | |Airtel | |If your answer is 'Others', you already finish all the questions. Please click 'Submit'|| | 6* |Which type of services do you use? | |Postpaid| | 7* |For how long have you been using these services? | |More Than 1 Year| | 8* |What is your monthly expenditure in terms of your mobile useage? | |More Than Rs. 1000| | 9* |How do you rate your services provider in terms of connectivity and area of network coverage? | |Bad| | 10* |What do you feel about the call tariff linked with the connection you are currently using? | |Expensive| | 11* |How appropriate are the STD and ISD rates related with your plan being used right now? | |Very Economical | | 12* |How appropriate are the SMS rates related with the plan you are using currently? | |Expensive| | 13* |Does your Service Provider have any hidden costs incorporated in the plan you are using? | |Yes | Answer the following questions based on your experience of using the services| | 14* |Service provider in terms of clarity of voice | |Neither Good Nor Bad | | 15* |Service provider in terms of call dropping | |Very Bad | | 16* |Pricing of Value Added Services | |Very Bad | | 17* |Unwanted Calls and Advertisements about other services is.. | |Very Bad | | 18* |Are you Satisfied with the number of drop boxes/Recharge coupons Denominations available for smooth operations of your mobile services | |Very Good| | 19* ...
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...Situation: The observation was carried out at a Restaurant named Taste of India in Denver on March 28, Sunday at 7 p.m. The walk-ins were normal as there was no waiting line but around 80% tables were occupied. The customers constituted mostly of couples or families. To rate the entire experience, observations were made in the following categories: |Reservation |Parking/Location |Service |Ambience |Food |Ticket Time | Objective of the research: The objective of the research is to observe & rate the following: • Performance, attitudes and behavior of customer-facing staff at various levels • Required standards in and around the restaurant premises • Quality & presentation of food served • Efficiency of service delivery timing Findings: Parameters mentioned are rated at a metric of 4-1; 4 being excellent; 3 being Good; 2 being average & 1 being bad. 1. Reservation Call [pic] 2. Parking Lot/Location [pic] 3. Host/Server [pic] 4. Decor/Ambience [pic] Overall décor & ambience was comfortable & relaxing. The interiors & restrooms were clean. 5. Food Preparation [pic] The food was prepared & served well. The menu was limited but priced competitively. 6. Ticket times [pic] We had to wait for 5 minutes for our table. There was a bit of delay in food & bill delivery as the restaurant is low on staff. |Advantage of Observation over survey ...
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...performance means “the accomplishment of a given task measure against preset known standards of accuracy, completeness, cost, and speed, but there are many types of performances. One of them is the performance at work which includes the goals that an employee must achieve inside the company in a specific time. For a good performance is very important that the employees understand which their functions or task are, the procedures that they have to follow, the policies that they must respect, the objectives that they have to achieve and how to treat the client. Therefore, customer service is one of the main pillars inside the company. According to Turban et al (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." So, for improving the customer service performance at the company is essential to provide employees the necessary tools to offer a good service and satisfy the customer´s needs. As a result, stronger customer service performance strengthens the relationship among the company and customers. Setting up performance goals for employees is a good beginning. According to Peter Ducker, goals have to be specific which means well-defined to inform employees what exactly is expected in order to achieve it; Measurable, regarding to provide steps to measure the progress and motivate employees toward achievement; Attainable, since the success needs to be achievable...
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...Is Ethics Natural or Learned Behavior Mary Wilcox Ethics and Moral Reasoning PHI 208 Michelle Loudermilk February 10, 2014 To shoot this person or not to shoot this person? That is an ethical decision that has been going on for years, being an ex-military spouse; I have been around the military for a long time. Seeing what decisions a military person has to make, has a big ethical decision in their life. If it is not the correct decision they can ruin their career, or ruin a family when they make that decision to shoot, not only to shoot but what to do with their junior service men under their charge. Every decision that is made has an ethical part of somebodies life. You can follow the rules or break them and ruin everything around you and the junior service men under you. How they have learned to make these decisions is by a lot of training, and intelligence they get from other people. Is that person going to cause them harm, is that person going to cause somebody else harm? These are factors that a military person has to take into effect before making that ethical decision to take somebodies life in a war. For them to make these ethical decisions, they have had to learn them from somewhere, some of these things are almost natural, but most ethics are learned over a period of your life. You learn your ethics from your parents, teachers, friends, and family, anybody that has a big influence on your life, also TV and video games have an influence to a point on...
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...PITBULL ESSAY Are pit bulls even that bad? Most people ask that question, though you may ask why they have a bad reputation. I think they are quite friendly and not that bad. Pitbulls are quite a nice friend to have. However, the media doesn’t think so. They have quite some counters and support to help, and some may be true. If you have not heard of the wonderful Stubby, he is an Army Dog named “Sergeant Stubby” and was there in World War 1. He helped a lot of soldiers with support and was a care dog. Stubby was found at a post when he was walking up, the station commander and post battleguard took him in. He was taken care of, fed, drank, and slept with all his fellow soldiers. He was in the military for 18 months before he sadly passed away....
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...styles of leadership, what is good about them and what is bad about them, I will be comparing them with each other and I will be evaluating how effective they are for a leader in the public services. P1: Authoritarian: It is a direct style where the leader tells the team members what they need to do. This is a task orientated style of leadership, it is a good style of leadership because it gets the job done quickly, this is good because it gets the job done quickly and effectively, it allows members of the group to focus on performing specific tasks without worrying about making complex decisions, this allows the team members to become good at a certain role and they can then specialize in that role all the way through their service. The downsides to this style of leadership is that people can abuse this leadership style and become dictatorial and this can lead to dis-agreements within the team and sometimes it can lead to team members resenting the leader and not following his/hers instructions, this is bad because it means that the team wont work efficiently together meaning that they wont get the job done as quickly or at all, another downside is that the leader wont be able to find a very creative or effective way of completing a task, this is bad because the task might require an obscure way of completing it but the leader may not be able to think of a way to complete it. An example of this leadership style in the uniformed public services is if the SAS were trying to obtain...
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...MANAGEMENT OF FINANCIAL SERVICES LESSON 13: FACTORING – THEORETICAL FRAMEWORK Lesson Objectives • • • • • • • Finance Maintenance of accounts Collection of debts Protection against credit risks”. To understand the Concept of Factoring. Methodology of Factoring and Forfeiting. Types of factoring. Introduction Receivables constitute a significant portion of current assets of a firm. But, for investment in receivables, a firm has to incur certain costs such as costs of financing receivables and costs of collection from receivables. Further, there is a risk of bad debts also. It is, therefore, very essential to have a proper control and management of receivables. In fact, maintaining of receivables poses two types of problems; (i) the problem of raising funds to finance the receivables, and (it) the problems relating to collection, delays and defaults of the receivables. A small firm’ may handle the problem of receivables management of its own, but it may not be possible for a large firm to do so efficiently as it may be exposed to the risk of more and more bad debts. In such a case, a firm may avail the services of specialised institutions engaged in receivables management, called factoring firms. At the instance of RBI a Committee headed by Shri C. S. Kalyan Sundaram went into the aspects of factoring services in India in 1988, which formed the basis for introduction of factoring services in India. SBI established, in 1991, a subsidiary-SBI Factors Limited with an...
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...INSTITUTE For Technology and Management Bangalore [pic] AN ASSIGNMENT OF CONSUMER BEHAVIOR On [pic] “INDIAN RAILWAYS” Submitted To: Submitted By: Prof.SRI KUMAR PRAMIL KUMAR GUPTA BANGALORE PGDM 2009-11/31 Introduction: Indian Railways.... the golden Era 16th April, 1853...............The Beginning The first railway on Indian sub-continent ran over a stretch of 21 miles from Bombay to Thane. The idea of a railway to connect Bombay with Thane, Kalyan and with the Thal and Bhore Ghats inclines first occurred to Mr. George Clark, the Chief Engineer of the Bombay Government, during a visit to Bhandup in 1843. The formal inauguration ceremony was performed on 16th April 1853, when 14 railway carriages carrying about 400 guests left Bori Bunder at 3.30 pm "amidst the loud applause of a vast multitude and to the salute of 21 guns." The first passenger train steamed out of Howrah station destined for Hooghly, a distance of 24 miles, on 15th August, 1854. INDIAN RAILWAYS, the premier transport organisation of the country is the largest rail network in Asia and the world’s second largest under one management.Indian Railways is a multi-gauge, multi-traction system covering the following: |Track Kilometres |Broad Gauge |Metre Gauge |Narrow Gauge (762/610 mm) |Total | | ...
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...Introduction to Accounts Receivable and Bad Debts Expense If we imagine buying something, such as groceries, it's easy to picture ourselves standing at the checkout, writing out a personal check, and taking possession of the goods. It's a simple transaction—we exchange our money for the store's groceries. In the world of business, however, many companies must be willing to sell their goods (or services) on credit. This would be equivalent to the grocer transferring ownership of the groceries to you, issuing a sales invoice, and allowing you to pay for the groceries at a later date. Whenever a seller decides to offer its goods or services on credit, two things happen: (1) the seller boosts its potential to increase revenues since many buyers appreciate the convenience and efficiency of making purchases on credit, and (2) the seller opens itself up to potential losses if its customers do not pay the sales invoice amount when it becomes due. Under the accrual basis of accounting (which we will be using throughout our discussion) a sale on credit will: 1. Increase sales or sales revenues, which are reported on the income statement, and 2. Increase the amount due from customers, which is reported as accounts receivable—an asset reported on the balance sheet. If a buyer does not pay the amount it owes, the seller will report: 1. A credit loss or bad debts expense on its income statement, and 2. A reduction of accounts receivable on its balance sheet. With respect...
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...JOHN LEWIS’CUSTOMER SERVICE CASE STUDY Student Name : Bang Tran Hai Vo Student ID Number : 1305052015 Instructor : Dr. Cao Dinh Kien Hanoi, October – 2015 ------------------------------------------------- CONTENT 1. Introduction about John Lewis 2. John Lewis – A customer service and the success in keeping customer satisfaction 3. Bad practice of customer service 3.1 Analysis of the causes for bad customer service 3.2 Suggestion and Recommendation 4. Pllog 5. Refferences 1. Introduction John Lewis is a chain of upmarket department stores operating throughout Great Britain. The chain is owned by the John Lewis Partnership, which was created alongside the first store in the mid-1800s. The first John Lewis store was opened in 1864 in Oxford Street, London. The chain's slogan is "Never Knowingly Undersold" which has been in use since 1925. There are 45 stores throughout England, Scotland and Wales, including eleven "At Home" stores, and a "flexible format" store in Exeter. The store in Birmingham is the largest operated by the Partnership outside London. On 1 January 2008, the Oxford Street store was awarded a Royal Warrant from Her Majesty the Queen as: "suppliers of haberdashery and household goods". John Lewis Reading is also the holder of a Royal Warrant from the Queen in 2007 as suppliers of household and fancy goods. Peter Jones, located...
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...senior doctor, * 5 doctors, * 3 head nurses, * 5 nurses, * 4 assistances, * 2 workers. Situation analysis: Current service: - AlSalam nephrology department, responsible for many services, like: * Renal transplantation, * Follow up renal-transplanted patients, * Renal dialysis for chronic renal failure patients, * Outpatient clinic for kidney diseases; and * Teaching and practicing place for new doctors who care with nephrology. - The unit in AlSalam hospital, which present in ElMohandseen area in Giza, Egypt, which is a famous, commercial, crowded, rich area. - The hospital accredited with ISO 9001 in 2004. -Background information -Date of opening the unit: 1983 -Average No. of outpatient/Day: 60 patients - No. renal failure patients/Day: 20 patients -Costs /outpatient: 40 LE -Revenue /out patient: 120 LE -Net profit /outpatient: - 80 LE, which is good. -Costs / renal failure patients: 200 LE -Revenue / renal failure patients: 250 LE -Net profit / renal failure patients: 50 LE, which is very low. - My unit is the only private unit all over the country, which produce services 24 h/7 d. - My unit has two types of services: • ACUTE this is for new comers and for emergencies. • CHRONIC this is for the regular patients. - Our reputation gives us the promotion from accurate, good, timely services. - We have...
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...Different Levels of Government Central government is in charge at a national level, it is positioned in London where the houses of parliament and the House of Lords have many different types of responsibilities. One of their responsibilities is to protect the whole country at a national level. The good thing about this responsibility is that it will make our country a safer place to live in by creating new laws and policies which will help protect the people either from drink/driving laws or smoking ban where they keep you from harm. The bad thing about this responsibility is only a selected few hundred MPs can make the choice and even through the people in the House of Commons are voted in by us, they may not do what is in our best interest and will vote on their principles and beliefs and they could have a bias opinion. An example would be the House of parliament and when they are in session they discuss lots of different issues and reports and in front of the speaker. Our country signs treaties with other countries so we can make deals with each other which are friendly and to help keep the peace and so we can be partners with each other this is also another responsibility. The good thing about this responsibility is that it will keep peace between our countries and there is no fighting going on and the less likely chance we will go to war where there will be death caused by bombs, gunshot wounds and a great deal of injury. In 1992, the UN sent more than 10,000 British troops...
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...exposure in non-funded 1. Do you know about non-funded facilities in SIB? Yes NO 2. If yes, what are the non-funded facilities you used in the SIB?(Reduce some points) * Trade Finance * Cash in advance * Open account or credit. * Cash Management Services (CMS) * Credit Evaluation * Facility Structure * Letter of credit * Bank guarantee * Credit Monitoring 3. What is the purpose of using non-funded facilities in SIB ,if any? * Purchase of Raw materials * Purchase of Capital goods. * Purchase of Current assets. 4.Why you prefer the non-funded facilities in SIB? * Timely responding * Customer preference * Low interest rate Customer relationship with bank in non-funded (transaction capacity and Range) A) Letter of Credit – facilities 1. By means of whom you approach LC facilities in SIB? * By neighbors * By Friends. * By Bank * Others. 2. How long you used LC facilities in SIB? < 5year 5-10years >10years 3. How do you feel about LC facilities in South Indian bank? * Very * easy * Comfortable * OK * uncomfortable 4. How is LC services in SIB? * Very good * Good * Ok * Bad * Worst 5. Did you ask SIB to check the genuine of seller for LC? Yes...
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...BODY A good boss generally leaves the employees to do his or her work, but is available to help the employee if needed. As a result, employees tend to be happier, more at ease, and more likely to be more productive in his or her work environment. There are many qualities that make up a good boss. A good boss cares about their job as well as the employees who work under them. It is important to a good boss to do what they can to keep company they work for growing and to succeed every day. You can often tell a difference in the attitudes of a good boss and a bad boss because a bad boss may have a bad attitude and show no interest in wanting to be at work, while a good boss loves their job and goes above and beyond to succeed their company and themselves as well. In contrast, a bad boss keeps his or her door closed, and does not want or invite in communication with his or her employees and can be quite rude when interrupted. This behavior can often affect how employees feel about their job and how he or she does their work. Employees tend to be more stressed and annoyed when they are picking up the slack of their boss and when they are not receiving the correct answers to questions that may arise. Things may not get handled the way they should be handled if the boss does not show interest in step up and do their part. When a bad boss does not show interest in care in their employees that also affects how they do their work because employees may feel they are being taken...
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