...Intoduction 3 Why do customers complain? 3 Complaints are a goldmine of information 6 Why is Complaints Handling Important? 7 Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and advocacy websites...
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...1.INTRODUCTION 1.1 PURPOSE: The purpose of this document is to describe the requirements for an automation system for a college grievance cell to register the complaints online from valid users and maintain all related information. It also describes the interface, platform and other constraints. 1.2 SCOPE: This document is the only one that describes the requirements of the system. It is meant for the use by the developers and will be the basis for validating the final delivered system. Any change made to the requirements in the future will have to go through a formal approval process. The developer is responsible for asking clarification, where necessary, and will not make any alteration without the permission of the client. 1.3 DEFINITIONS AND ABBREVIATIONS: 1. OGC- Online Grievance Cell 2. Grievance-A grievance is the subject of a complaint filed by a student, which is to be resolved by procedures provided in the college. It is any issue causing problem to the students, which need to be relevant. Ex. Issues related to ragging, food, faculty etc. Grievance is sometimes referred to as complaint. 3. Student- Any student of SDMCET belonging to any of the semesters from 1st to 8th of any branch. 4. Authority- The Dean academic for academic and Dean Student welfare for non academic grievances, who are responsible for resolving the grievances of students. 5. Database Administrator- One who manages and maintains the database, i.e adding/ deleting of users...
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...Page 1 Copyright (c) 2011 Suffolk University Suffolk Transnational Law Review Summer, 2011 Suffolk Transnational Law Review 34 Suffolk Transnat'l L. Rev. 403 LENGTH: 9744 words NOTE: UNITED STATES-CHINA TRADE WAR: SIGNS OF PROTECTIONISM IN A GLOBALIZED ECONOMY? NAME: Kara Loridas LEXISNEXIS SUMMARY: ... Among the aims of the Doha Development Round are a rejection of protectionism and an attempt to ensure fair application of trade rules to developing countries. ... China argued that the increased tariffs imposed by the United States on Chinese tires exceed the permissible maximum tariff rates that the United States may impose on Chinese imports. ... An example of effective negotiations is the settlement of the U.S. complaint alleging a Chinese violation of the national treatment concept by its preferential treatment of domestic products over "like" imported products. ... Cooperative trade relations between the United States and China are important to the global community because the economies of each country are dependent on the rest of the world and the global economy will be harmed by protectionist measures from the first and third largest trading powers. ... Moreover, multilateral negotiations, as opposed to bilateral trade negotiations, are better suited to resolve the United States-China trade disputes because the disputes affect other WTO members in ways beyond the immediate economic impact. ... The most effective way to combat the rapid escalation and retaliatory nature...
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...Payment From_____________________________________________________________________11 Payment Form Codes_______________________________________________________12 Staff_Login Form_____________________________________________________________________13 Staff_Login Form Codes_________________________________________________________14 Staff Form_____________________________________________________________________15 Add Customer TabPage 1________________________________________________________15 Search and Delete Customer TabPage 2____________________________________________16 Update Customer TabPage 3__________________________________________________17 Staff Form Codes____________________________________________________________17 Complaint...
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...Dos and Don’t for Implementing the Charters What Makes a Good Charters Things to Remember A Model Format for Citizen’s Charter 9 III Duties and Responsibilities of Nodal Officers Duties and Responsibilities of Nodal Officers of Citizen’s charter in Central/State Governments/Ministries/ Departments/Public Sector Undertakings/Organisations for Formulation and Implementation of Citizen’s Charters 14 Evaluation and Review of Citizen’s Charters Need to Evaluate, Monitor and Review External Evaluation of Citizen’s Charter Check List for Citizen’s Charter Citizen’s Charter Assessment Parameters Evaluation, Monitoring and Review of Charters – A Summary charter Mark 16 Contents V Effective Complaints Handling Introduction Designing and Implementing Effective Complaints Handling...
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...OFFICE ADMINISTRATION Table of Contents Electronic Mail 1 Telephone 3 Importance of Effective Customer Care 4 Organisation 4 Customer 4 Evaluation of Office System and Procedure 6 Customer Complaints Procedure 6 Revised Customer Complaints Procedure 6 DanIndia Furniture Customer Complaints Procedure………………………………………………………………….... 8 Customer Complaints Form……………………………………………………………………………………………………………….9 References……………………………………………………………………………………………………………………………………….10 OUTCOME 3 ASSESSMENT – OFFICE ADMINISTRATION From the case study two methods used by DanIndia Furniture to communicate with customers are via e- mail and by telephone. Electronic Mail “Electronic mail, commonly called e-mail or email, is a method of exchanging digital messages from an author to one or more recipients”. http://en.wikipedia.org/wiki/Email. Date accessed 24/10/2011. Electronic mail is a computer based method of sending messages from one computer terminal to another. Messages normally consist of single pieces of text but can include more complicated formats such as graphics and word processed documents. Messages can be sent to another user even if the other user is not logged on at the time the message is sent. The message can be read at a later time. The procedure is similar to sending and reading a letter. When an e-mail message is received it is commonly stored in an electronic mail box for the recipient to read at a later time. Electronic mail boxes are usually files on a...
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...Contents Introduction: 2 E-Banking Tools 2 ATM 2 Mobile banking 3 Credit Card 3 Objectives of the Study 3 Methodology of the study 3 Data Source: 3 Sampling Plan: 4 Research Hypotheses: 4 Limitations of the study and further agenda for research 4 Literature Review 5 Findings 6 Using e-banking tools are easy and convenient 6 Using e-banking tools are safe 8 Transaction of money is easy with E- banking tools. 10 Privacy protection provided E-banking tools 12 Regression (ATM) 14 Regression (Internet Banking) 17 Regression (Mobile Banking) 19 Problems in E-Banking in Bangladesh 22 Grievance Settlement in e-banking 22 Increased Customer Expectations in e-banking 22 Security Problems Solving 23 Capacity/Scalability related Problems 23 Commonly Used Procedures of Handling Grievance 23 Internal Machinery to Handle Customer Complaints 24 Recommendations 25 Conclusion 25 Part-A Introduction: This is an era of electronic banking. E-banking refers to systems that enable bank customers to access accounts and general information on bank products or services through a computer or other intelligent device. E-banking offers speedier, quicker and dependable services to the customers for which it may relatively satisfy better than manual banking system. The rationale of this report is to recognize the impact of variables of e-banking on customer pleasure in Bangladesh. Gradually electronic banking is gaining much importance in Bangladesh. Customers‟ liking is necessary...
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...Findings The Department of Trade and Industry has a semi-automated accounting system. The entity uses Electronic New Government Accounting System (E-NGAS) along with Microsoft Excel, Payroll Credit System (PACS), Land Bank of the Philippines (LBP) Bank Transmittal and Check Preparation System to prepare their payroll. The City Government of Legazpi has a fully automated accounting system. Like the Department of Trade and Industry, it uses Electronic New Government Accounting System (E-NGAS). However, in addition to E-NGAS, the City Government of Legazpi uses a software called Base Bytes Payroll System specifically designed to prepare their payroll. Meanwhile, the Department of the Interior and Local Government is using a manual accounting system. The strengths ans weaknesses of automated accounting information systems do not apply to the manual accounting system used by the Department of Interior and Local Government. Delays sometimes happen and the cashier and employees claim that some errors are found in their payroll. The employees also report complaints. The semi-automated accounting system, as used by the Department of Trade and Industry, is simple, fast and flexible. Data is well-organized and consistent. Storage and accessibility of information is highly reliable and it provides complete and credible information. Using a semi-automated accounting system, reports are released and payroll is distributed on time. Employees support this claim by stating they...
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...WASTE WATER MANAGEMENT, RAWALPINDI. Introduction: 1. Rawalpindi, a Mega City is Country’s forth largest city with the population of 2.1 Million. In the year 1998, Water and Sanitation Agency (WASA) was established under the Government of Punjab, Development of big cities act to meet the requirements of rapid growing population. RWASA is providing water and sanitation services to 1.6 Million population which is spread over an area of 35 sq. km. Pakistan has been blessed with abundance of availability of surface and ground water resources to the tune of 128300 million and 50579 million per year respectively (The Pakistan National Conservation Strategy, 1992). In spite of this naturally resource enrichment, per capita water availability has decreased from 5600 to 1000 cum per annum (Water Quality Status, 2003). 2. Beside this appreciable decrease in water availability, the quality of both the sources has crossed the acceptable limits for drinking water. Both state and non-state actors have overwhelmingly detoriated the water quality due to indiscriminate over extraction of groundwater complemented with polluted recharge sources like Nullah lai and other waste water streams. At the moment the northern part of the country has microbial contamination of 64 % (Diagnostic Survey, PCRWR, 2007). Central part of the country has both chemical and microbial contamination. River Ravi and Chenab receives industrial waste water of textile, leather and light engineering industries more than...
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... Procedures and systems help by providing clear step-by-step guidance on what to do in different circumstances. They also clarify the roles and responsibilities of the practitioners and professionals that work with children and young people on a daily basis. Systems for recording information and dealing with complaints are also needed to ensure implementation and compliance. All child protection procedures should be linked with the Local Safeguarding Children Board. The procedures and systems should include: A named person (and deputy) with a clearly defined role and responsibilities in relation to child protection. A description of what child abuse is. The procedures practitioners are required to follow where there are concerns about...
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...http://sass.sciedupress.com Studies in Asian Social Science Vol. 1, No. 2; 2014 Analysis of Performance Appraisal System of the Daphne Company Based on KPI Yanni Yao 1 & Yingying Li1 1 Management faculties of graduate students, Shanghai University of Engineering Science, Shanghai, China Correspondence: Yanni Yao, San Xin North road No.1800 20th floor, Room 5013, Songjiang, Shanghai, China. Tel: 86-150-0017-1162. E-mail: 15956976431@163.com Received: April 28, 2014 doi:10.5430/sass.v1n2p84 Abstract Performance appraisal is an important part of enterprise’s human resource management. It can provide an important basis for the salary adjustments of employees, job promotion and training development. This thesis is starting from the status of analysis of Daphne’s performance appraisal, adopting Key Performance Indictor performance appraisal in human resources management model, to analyze Daphne’s problems of performance appraisal. With the practical situation of the theory of knowledge combined with Daphne, the thesis aim at designing a full set of performance appraisal system. In the process of establishing the system, the first is to introduce the performance appraisal system which is applied to the theoretical overview; Secondly, we describe how to use key performance to analyze Daphne’s performance appraisal system after some introductions of relevant concepts of performance appraisal; Finally, as an example in HR positions, setting Key Performance Indicator's do...
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...improvement. One area that is in sore need of attention is Customer Service. For the past several months, an item has been appearing on my bill named “Additional E-mail Charges”. The cost of this item is a whopping BD 12.500 a month!! To put this in perspective, for one of the months in question, my actual calling charges were only between 100-200 fils. The rest of the bill was the fixed line rental, the internet rental and the Additional E-mail Charges. In order to find out exactly what these charges were, I decided to call the Batelco helpline on 196. The executive I spoke with told me that this particular Additional E-mail Charge did not appear in my bill on his system. He also told me that since I only had the original free email address assigned to me by Batelco when I first took the internet connection, this charge on my bill made no sense. He asked me to visit the Batelco Building in Manama and speak to the executives there face to face and register a complaint. This is where all the trouble began. The executives at the Batelco Building told me to register a complaint over the phone. The person I spoke with on the phone then asked me to register my complaint personally. And so on and so forth. When I was finally able to register a complaint (on the phone), the lady I spoke with assured me that I would receive a complaint reference number on my cell phone in 5 minutes. That was over a month ago. I am still waiting for that message to arrive. I am not as young or...
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...experience of working within a customer focused company. Customer Service Right now I am looking for a key support role, which provides plenty of Variety, and where I will have responsibility for the administrative processes within the Office. CAREER HISTORY Georgian College Book Store Customer Service Supply Clerk (Cashier) (Aug 2015 – Jan 2016) • Handled the cash register, POS system, recorded and completed charge slips for credit transactions. • Provided frontline customer service to students and customer regarding study materials, offers and discounts and other services. • Assisted customers in locating their choice of books with the help of Win Prism inventory system data. • Ensured shelves were stocked and maintained a clean work environment. • Placed the book orders for customer upon request. • Ensured bookstore remained clean during business hours. • Opened and closed shifts. Shell Canada Front desk Cashier (Sep 2014 – Oct 2015) • Utilized financial skills to conduct a variety of administrative organizational responsibilities. • Handled Cash register and POS system. Experience inputting data using computerized programs for shipping, stock receiving, pricing,...
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...ISSUES IN E-COMMERCE Electronic commerce or ecommerce is a term for any type of business, or commercial transaction that includes the transmit of information across the Internet. Electronic commerce has expanded quickly over the past years and is anticipated to continue at this rate, or even step-up. The innovatory development of network technologies began electronic commerce as a global trend. E – Commerce utilizes electronic systems for not only buying and selling of the goods and services but also in marketing, supply management, fund transfer. Today most of the businesses rely on electronic systems at least at some points. World Wide Web, the resultant of Internetworking is the main contributor where telephone, mobile phone, fax also serve the purpose. Even though e-commerce technologies provide great benefits, any kind of online transaction give potential for immense misuse of these technologies. Several organizations become the target of e-commerce related crimes ranging from virus assault to business frauds, including e-mail theft, stealing sensitive data of person and credit card information. U.S government’s new internet fraud center does a survey that gathers and studies consumer complaints. Online auctions make nearly 50% of the complaints obtained by the center. Other major types of complaints are security and commodities complaints 16.7%, credit card complaints 4.8%, identity thefts generate 2.9% of the complaints, loss of business chances 2.5% and professional...
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...their technical process improving the interior works instead of issue what their customer needs and wants (Canada Post: Customer-focused Delivery). A customer could call three or four times about the same issue and receive different responses from call center agents. 2.0 Importance of CRM to CPC Process redesign for Customer Relationship Management (CRM) is so important for CPC’s success. CRM is containing every details of a company’s customers, thus, it’s easy to track a customer. It also can be using to determine a favorable customer (Importance of Customer Relationship Management (CRM), 2012). Besides, CPC can maintain repository on customer profiles by using CRM, thereby treating each client as an individual and not as group. CRM systems also can help CPC to discover new customers, which help the organization in identifying potential customers. CPC also can efficiently dealing with all the customers and providing them what they actually need...
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