Textbook review question #3

Assume that you have been appointed as the head of a business unit in a major corporation. Over time this business unit has steadily been losing customers, rating the service delivery of this unit as “shocking” and “poor”. Your mandate is to improve service delivery and to re-establish a service culture. As part of your mandate, you are required to write a report to the board of directors clearly explaining the sins of service/poor service that they are not aware of that is possibly happening in the business unit.

The company hires independent contractors to perform a variety of customer-focused tasks, such as complaint resolution, for its client, the financial services industry. We get to know all of our contractors because, as the chief of staff puts it, "vetting of such contractors is very important because of the nature of our client's business. We've even watched contractors develop. We have one contractor with us today who started at 16 and is now a manager at 26." The contractors are introduced to more than just the chief. Some of the contractors have been working with a customer for so long that if they leave, the crew must continue. This company has 4,000 contractors and 226 full-time employees, so succession planning must take both into consideration. When working with a contractor, it usually recommends to its financial services clients that they add the contractor to their at-risk registry. The client will hire a full-time employee, and the contractor will learn new skills. Select…

Customer service isn’t just about being courteous to customers, it’s a vital element of businessoperations that can impact the bottom line and affect how the company is viewed in the public eye.Several high-profile companies have been in the news of late, finding themselves in the spotlightbecause of poor customer service policies. The good news is, it’s relatively simple to implement acustomer service improvement plan that keeps the business on top.With reference to this,2.1 Examine different ways in which an organization could measure its customer service. (15)2.2 With the a

Ezzee solutions, a business consulting company, is embarking on implementing an Information System to integrate accounting, finance, marketing, production and human resource management within the organization. It provides the information an organization needs for efficient operations, effective managerial decision-making and a competitive advantage. You have been appointed to conduct training to the staff at Ezzee solutions on the details of the information system. Your presentation would include the following aspects. Discuss in detail any five benefits an Information System offers to the organization like Ezzee solutions.

In what ways can technology play a role in the delivery of effective customer service? How can a small business benefit from the technology we have today?

How can practicing the Platinum Rule "what's better for you" lead to customer service breakdowns?

Our customers are most likely from a diverse population. What are some techniques you have learned and/or used to effectively deliver service to older customers, customers with disabilities, or customers who speak a different language than your own. Please provide at least two positive examples and one negative example that you were part of or observed. What made the good ones - good? What improvements could turn the bad ones around?

Customer Relationship Management 1.     In your own words, explain the purpose and function of a CRM system. 2.     In your own words, discuss why a business needs a CRM System. 3.     In your own words, discuss two potential issues that a business may encounter when implementing or upgrading the CRM system 4.     Outline the benefits of the CRM system and the areas of the business it can help manage

Think about a service organization that retains you as a loyal customer. Why are you loyal to this provider? What are the benefits to you of staying loyal and not switching to another provider? What would it take for you to switch?

You have tried to apologize and calmly explain the reason for the service issues to the customers but they are not willing to listen. They become irate and loudly demand action to be taken immediately. Verbal threats of damaging the organization's reputation through personal and social media networks are made. Demands for compensation are also made   Describe the actions you take to manage this conflict situation

Writing an introduction, explanation and conclusion Please help me. There is no delivery time after two hours

We have this when we have the ability to serve more customers than we expect to have to serve.

As a customer of a business company that sells dietary products, you are interested to share your positive and negative experiences or testimonies. Unfortunately, the company does not provide any platform for you or any other customer to do so. Therefore, you have decided to request for the company to develop a Web-Based Customer Relationship Management Systems. List at least ten (10) combinations of the functional and non functional requirements for this system.

Explore the use of technology, such as AI-driven chatbots, in handling customer conflicts. What are the advantages and limitations of such approaches?

There is relationship between the satisfaction of a service provider's contact employees, and the satisfaction of its customers. O no O an inverse O an indirect O a direct

This is my last question can you please help me. Read chapter 7 and write a paragraph in which you give your own ideas and comments on the general topic.

How does utilizing e-Systems help improve business operations? Select a Choice Below current question choices OptionA They can fit unstructured data that spans across multiple servers into a relational model. OptionB They can use big data tools to extract useful information from enormous amounts of data. OptionC They can make informed decisions about their information technology infrastructure. OptionD They can support the business processes of data analytics, information flow, and reporting.

Explain five challenges of an organization (e.g.Daraz) and identify relevant e-business systems (or modules) that can solve them. Organization: Challenges How e-business solves it

How can a CRM system facilitate effective collaboration and communication among different departments within an organization, such as sales, marketing, and customer support, to foster a unified approach in understanding customer needs, addressing their concerns, and delivering a seamless and consistent experience across various touchpoints?

12) In the e-service success factors, service-oriented success factors are primarily concerned with what services should be offered. Select one: a. True b. False

Chapter 9: Privacy and Customer Feedback                                   Who owns a customer’s information? Who should profit from it? How would that work?

It refers to aspect of customer service that allows employees to take care of customer problems immediately without having to consult superiors. Your answer

Several gaps should be bridged to reach a successful implementation of e.government services, except: Select one: a. equity b. All answers are correct. c. Human capital d. security e. Privacy

As part of your mandate, you are required to write a report to the board of directors clearly explaining the sins of service/poor service that they are not aware of that is possibly happening in the business unit.

need correct answer plz

Jessi and Wax are both cash register clerks for Organic Markets.Criss is the store manager for Organic Markets. The following is an excerpt of a conversation between Jessi and Wax: Jessi: Wax, how long have you been working for Organic Markets? Wax: Almost five years this November. You just started two weeks ago … right? Jessi: Yes. Do you mind if I ask you a question? Wax: No, go ahead. Jessi: What I want to know is, have they always had this rule that if your cash register is short at the end of the day, you have to make up the shortage out of your own pocket? Wax: Yes, as long as I’ve been working here. Jessi: Well, it’s the pits. Last week I had to pay in almost $40. Wax: It’s not that big a deal. I just make sure that I’m not short at the end of the day. Jessi: How do you do that? Wax: I just shortchange a few customers early in the day. There are a few jerks that deserve it anyway. Most of the time, their attention is elsewhere and they don’t think to check their change. Jessi:…

Evidence suggests that the employees who already have the highest skill levels in an organization are the most likely to receive further training, while the lower-skilled employees most in need of training are less likely to receive it, either because those employees decline opportunities or because they are not selected to participate. Why might the situation described above happen? What criteria should be used to determine who is selected to participate in training programs? How can organizations encourage lower-skilled employees to take advantage of elective training opportunities?

It is generally agreed upon that the practises of IT Service Management are of the utmost importance since they guarantee both the users and the management that the required level of service will be provided. Describe the most important pillars that support the delivery of IT services and the effect that they have on organisations.