...The Negative Effects 1 The Negative Effects of Offshoring Customer Service Com 120 December 1, 2009 Karen Halusek The Negative Effects 2 The Negative Effects of Offshoring Customer Service She is very excited. She just came home with her brand new computer. She and her husband had been saving every extra dollar for quite some time and they were finally able to purchase the computer they had been wanting. They succeeded in getting it set up and excitedly turned it on but could not seem to run it correctly. She called the toll free customer support line, confident that they would have their new computer up and running in no time. The call was answered promptly but she could not understand what the operator had said. She asked, “is this the Computer Company (fictional name)”? The customer service representative responded that it was, at least she thought that was what they said. The representative who answered her call had such a thick foreign accent that she could not understand them. She explained to the representative what the problem was, but she could not understand any of the information given to her. She asked to speak with a different representative; after being placed on hold for several minutes, she had no better luck with the new representative. She and her husband tried several more times to communicate with them, finally hanging up in frustration. They vowed to never purchase another thingamajig from the...
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...Hypermarkets and It’s Impact To Development of Small Businesses : A Case Study in the District of Alor Gajah Mariani binti Sulaimi, Humaidathul Fikkriah binti Hamthan, Siti Nur Annisaa Azzahraa binti Rushaidi |Mariani binti Sulaimi |Humaidathul Fikkriah binti Hamthan | |Diploma in Banking |Diploma in Banking | |Uitm Alor Gajah, Melaka |Uitm Alor Gajah, Melaka | |marianisulaimi@yahoo.com |fluffyflurfieda@gmail.com | |017-3158740 |017-679656 | | | | |Siti Nur Annisaa Azzahraa binti Rushaidi | | |Diploma in Banking | | |Uitm Alor Gajah, Melaka...
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...Co-operative bank is our first experience with an ABC project applied to a service organization.What new issues arise when applying ABC analysis to a service buisness? We have already applied ABC analysis to Dakota Products which was a player in logistics and home delivery that could be clustered under the service industry head.Co-operative bank is our second experience with the ABC in services The major issues that were apparent in this case that are new are as follows: 1.1. Effects of diversifying the product portfolio:Troubles mounted as the bank could not create the capital supply due to increased capex requirements to support these diversification.Moreover at a later stage under the Project Sabre Terry indicates that the product portfolio was extensively diversified which resulted in lack of focus amongst different product and market niches. 1.2. Effects of legislation-For instance Governement legislation to deregulate the financial sector.Changing competition scenario in UK's financial services market leveraging co-perative service to transform into banks and diversify their product potfolio. 1.3. Customer Expectations:Changing customer expectations and lower switching costs can decrease the existing customer base.Thus the cost structure of the bank has to be leveraged for higher profits at the market costs.This is a perfect competetion case where the markets determine the costs(i.e. price for services) which has to be charged by the banks to sustain. 1.4. Macro-economic...
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...UA CASE ANALYSIS REPORT Group 4 2014-12-17 1. Industry Background 1.1. Poor Customer Reputation The US airline industry has been criticized for poor customer services, inefficient operations, and frequent flight delays for quite long time. Poor reputation seems to have been a typical characteristic of the whole industry. According to the customer satisfaction survey conducted by ACSI in 2014, airline industry ranked at the 40th place among all the 43 industries involved, ahead of only Internet service providers, social network corporations, and cable TV operators. 1.2. Intricate Challenges These years, the US airline industry suffered a lot from plenty of problems. The 9.11 attacks had dealt a crushing blow to the whole industry which made the airline lose much money and some of them even filed for bankruptcy. With teleconferences used to substitute for in-person meetings, travel budgets for businesses declined which reduced the airline’ revenues from first-class and business-class passengers and lowered the profit margin. Besides, the Great Recession damaged passengers’ purchasing power as well as their willingness to purchase. Data shows the US domestic average itinerary fare experienced an obvious downward trend from the year 2000. And the skyrocketing oil price increased airline’s cost to a great degree as for every one percent increase of crude oil price, airline’s net profit would decrease by more than two percent. As a response, many airlines reduced scheduled...
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...supermarket style of shopping in a clean; uncluttered aisles that are easily to shop. Pet Supplies “Plus” has stayed true to their name and with the buying power of over two hundred and forty stores they are able to buy at the best prices and compete effectively with their competitors; (americasbestfranchises.com; 2012). 2) Marketing opportunities: low-hanging fruit, home runs, or singles a) Pet grooming > low hanging fruit > a lot of consumers take their pet for grooming services b) Internet marketing > low hanging fruit > people today are turning to the internet to save time in the fast paced world c) Products > low hanging fruit > what consumers have always purchased; but what can be done better? This would be categorized as a low-hanging fruit opportunity; one of the most obvious opportunities that I think a lot of companies do not focus enough on is their internet marketing. Some of the marketing strategies that should be incorporated are web promotions; to attract a lot of new customers; start a successful web blueprint and progressive strategy. If the firm is able to get classified to the top in key search engines and to exercise effective “search” optimization techniques. Learning the email-marketing successfully; control the marketing “niche” with an associate and programs affiliated. Get an analysis from an internet consultant or coach and see where we need to improve from there. Have a responsive opt-in email list and have published articles. Running...
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...internal or external at different levels e.g. Internal stakeholders are groups within a business such as owners and workers and external stakeholders are groups the outside a business such as suppliers and community. List of internal and external stakeholders and explanation of what they are and who they are: Customers: Customers want valuable and high quality products at an acceptable and average price. Employees: Their stake is that the company provides them good rates of reward and promotional opportunities. They also want a very good security of employments. Also they are concerned about their salary. Suppliers: Suppliers want to feel valued by the business and get regular orders and also get paid quick and on time. Owners: Owners mostly spend a lot of time and money on a business. Therefore shareholders or the owners like to see that their business is at a high rate of profit and increasing the profit and also they would like to see the values of the their business is rising. Local and National Communities: Employers of local people often have a stake in the businesses within the community. Financial activities and events significantly effect the local environment. In one instance, it had been noticed that the pungent smell of toxic factories or the mechanical sounds of lorries...
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...tourism resources to attract tourists. The industry provided a variety of services to the tourists. (http://baike.baidu.com/link?url=GR_CGureUMLLn9ep9-5Rguuyj5URj_Jv1uVGq5vak1KqlNfTvUpPNcEnMqZl1PxcUY_C0S57IzikfPuuhyY_mq ) Therefore, evaluation of the quality of the tourism product is equivalent to the customer experience in the travel process and customer service for the journey. When the customers perception of service is equal to or exceeds the expectations of the service, they will be satisfied; If it lower than expected, it will considered low quality. To estimate the stand or fall of the quality of service is based on the customer feelings. The factors that cause customers to feel good or bad are mainly come from the following categories: 1. The differences of customer's expectations for service and business expectations for the interpretation. 2. The differences of consumers and businesses to understand the quality of service awareness. 3. Quality of service standards and specified corporate customer expectations difference. 4. The service provided by the companies failed to up to standards customers expect. 5. They actually provided the quality services are not like the advertising.（http://wenku.baidu.com/link?url=9V16VGEQpjBw-qJAWRwCfXZS6ncctFOv-G7ZaV-1b8WMDlMX9avXZPXtMXPaXWIn3ryXG04xc_RzRQoOmX4hVijjLJM0xKAik4NnWhW_jTK） The quality of service is good or bad not just depends on the surface of things. It depends on the substance, for...
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...Limitations and Constraints – P2 Legal constraints * Sale of Goods Act 1979 * The Consumer Protection from Unfair Trading Regulations 2008 * Consumer Credit Acts 1974 and 2006 * Consumer Protection (Distance Selling) Regulations * Data Protection Act 1998 Sales of Goods Act 1979 Under the Sales of Goods Act 1979 a company has to follow rules and regulations by law; this gives customers certain legal rights such as the right to return an item that may be faulty, if they want a refund or if they want to exchange the item for something else. All customers are entitled to goods that are: * As described. * Of satisfactory quality. * Fit for the purpose. Companies have to abide by the rules and regulations of this law; for example if Tesco were to sell a product that was not of satisfactory quality and not as described this would affect their company as they may face a penalty and/or loose customers. The Consumer Protection from Unfair Trading Regulations 2008 Some companies use misleading methods of advertisement and sales tactics to increase their sales of their products and/or services; therefore the law and rules for consumer protection from unfair trading regulations were implemented to stop companies from using misleading/unethical ways of advertisement. The law protects consumers from unfair trading practices, such as: * Pressure selling. * Misleading product offers. * False limited offer notices. * Aggressive...
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...Principles of Service Management Module Assignment Report [pic] Master International Service Management Yiping Gan 103179 Assessor: Klaes Eringa & Roos Geerinck November 2012 Table of Contents Chapter 1 Introduction 1.1 Company Information..........................................................................................................2 1.2 Mission Statement...............................................................................................................2 1.3 Service concept....................................................................................................................2 1.4 Core and supplementary services........................................................................................3 1.5 Main customers and customers role in service process.......................................................3 1.6 Key service process.............................................................................................................4 Chapter 2 Analyze KLM through literature 2.1 Understanding Customer Requirements..............................................................................6 2.1.1 Listening to customers through research..........................................................................7 Relevant link: Consumer Fraud.................................................................................................8 2.1.2 Building customer relationships.........................
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...stakeholders in both businesses can be internal or external and this applies to Apple and McDonalds. External stakeholders are groups or individual who are not a part of the business External: * Suppliers * Customers * Shareholders * Society * Govt. Internal: * Employees * Manager * Owners of the company Different stakeholders and their influence on the purpose of the two organisation Employees – the employees of Apple and McDonalds wants to secure their employment in that business, they want to progress throughout their work by getting promotions on higher job role such as manager and they want to get paid in decent wages. Shareholders – Shareholders and owners of Apple and McDonalds are those groups or individuals who have a keen interest in that business so they invest into those company and become shareholders. Customers –the customers of Apple and McDonalds wants these companies to provide them with high quality products. They buy products from these companies because they have an interest in them. Customer Suppliers – Suppliers of Apple and Tesco want regular orders and instant payment. They also want to feel important by the company that they are proud of. Society – the business’s actions can have a very serious effect on the society, e.g. factories that emit black smoke are against the law as they produce a lot of pollution which makes the living environment difficult. Governments – The Govt. wants the business to succeed so that...
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...considerations: It may not cost too much money, but bad word-to-mouth is also not wanted. Either way, guests should be motivated to complain because in the end, it is only feedback on which can be improved (Willott, n.d.). It is generally know customers do not show their complaints, mostly driven by politeness. This can cause unsatisfaction which remains unsolved after the customers left the restaurant. It is better to ask the guests for feedback rather than let them tell their friends and family about the bad experience. There are different tricks to motivate customers to complain. Van Looy, van Gemmel and Dierdonck (2003) researched that if guests know how to complain, they are more likely to do it. Companies can create a anonymous complaint page on their website, or a sign at the door how to give complaints. Another motivator for complaints is to radiate a low complaint threshold. It should be clear for guests complaints are received open and friendly by the employees and it would be even better to invite them to complain. When the silent majority is complaining with help of these strategies, it is significant to provide a positive complain-experience to the customer. After motivating customers to complain the resolve-process takes place. Research of Kim J. and Boo S. (Kim & Boo, 2011) regarding complaint-handling shows that customers who experienced a bad complaint-handling, the threshold for dissatisfaction of service next time, will be even lower which means the next...
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...company. Spirit Airlines had some negative publicity recently. This negative publicity was regarding their customer service which they deemed to have a material adverse effect on business. In the past they have experienced a relatively high number of customer complaints related to, among other things, their customer service, reservations and ticketing systems and baggage handling. In particular, they generally experience a higher volume of complaints when they make changes to the unbundling policies, such as charging for baggage. This irritates customers and they complain. Thier reputation and business could be materially adversely affected if we fail to meet customers’ expectations with respect to customer service or if they are perceived by our customers to provide poor customer service. They did a horrible job when they tried to handly it. Spirit launched a Congress-facing grassroots campaign based on a shameful lie as stated on its website: “Spirit must now HIDE the government's taxes and fees in your fares.” The truth is that airlines must prominently display a “total price,” which includes the base airfare and mandatory fees and taxes. However, airlines are allowed to break out these cost items on their websites and in print advertising in as much detail as they care to. Spirit knew this but chose to endeavor to manipulate its customers. Guess what? Disrespected customers voiced their overwhelming...
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...INTRODUCTION Customer satisfaction refers to a measure or degree of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. The art and science of customer satisfaction involves strategically focusing on creating and reinforcing pleasurable experiences. It’s a well-known fact that no business can exist without customers. In the business of website design, it’s important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it’s critical that you form a close working relationship with your client, customer satisfaction is of vital importance. Customer service, like any aspect of business, is a practiced art that takes time and effort to master. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." National Institute of Fashion Technology was set up in 1986 under the Ministry of Textiles, Government of India. It has emerged as the premier Institute of Design, Management and Technology, developing professionals for...
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...purchasing pattern and consumer behaviour, special emphasis should be given to cultural background of individuals. Culture plays a vital role in the formation of perceptions with respect to any product or service, hence creating a demand for that product or service accordingly. This makes it an important factor to consider before designing any marketing strategy. Culture is something a person acquires from his/her elders and surroundings. Since culture is a broad term, so it is further divided into sub-cultures. The values and norms may vary among these sub-cultures, so their tastes and preferences do. The sub-cultures are further divided into segments, again, different from one another. For instance, the youth of today follows its own culture, which is different from the previous generations, and so its taste and preferences. Beside culture, status also plays a vital role when it comes to purchase a product or service, so it also necessary to consider the social classes before designing a marketing strategy. Social classes significantly influence the purchasing decision of a customer. These social classes are formed according to income level, qualification, and nature of job of individuals. The company is supposed to study all of these factors closely in order to target its customers. Culture plays a pivotal role in formulating perceptions associated to any offering. Culture is a broad term which is a force acquired from family and surroundings. It is further divided into sub-cultures...
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... 1. Netflix’s marketing strategy was a fantastic idea. Customers got an alternative to classic movie rentals where they don’t have to pay any late fees, and they don’t have to drive to a movie store. Customers could set up queue’s and order as many DVD’s as they want, and as fast as they can watch them and ship them back, they get another one in the mail. Customers don’t have to even pay for postage as Netflix gave them a prepaid envelope for each DVD. Because of Netflix’s existing customer base, switching to online streaming was very easy, and it would be safe to say that Netflix has a type of monopoly in the online streaming market, sharing the majority of their profits with only Hulu. Since Netflix was the first among many other companies to attempt this strategy, they have the competitive advantage, and will probably maintain that for years to come. 2. Netflix’s rapid reversal and business strategy change was clearly a good idea for the company; however, some permanent damage was done. Some customers still feel as if the CEO and Shareholders are greedy, and once a customer base has established that opinion, it is hard to convince them otherwise. I think this was a short-term PR Nightmare, but it will have some residual effects in the long-term, but hopefully those effects will slowly fade and impact the company minimally. 3. SWOT Strengths: * Popular brand name * Wide DVD Selection * Good website, east to use, fast, reliable * Cheap pricing ...
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