Customer Expectation Through Service Excellence

Here at Travel Weekly one of the representatives at Virgin Atlantic have honoured us by writing an article about 'A day as a representative '

HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement.

the different types of management structures with other types of organizations with taller hierarchical, example an acute hospital administrators have numerous specialists as department heads dealing with areas such as Human Resources, Finance, Planning, Marketing and Social Services, while Long Term Care Administrators have to handle many of these areas

A party planner is looking for ideas for small parties. The two of you team up. She plans the food and decor and you provide the entertainment. You refer customers to one another.

By reviewing the small business market in America, the question of “Why?” can be asked. Why are more and more people leaving established careers to start small businesses and what is driving the success of these businesses. Steven Jones analyzes this question and looks into one particular small party planning business and breaks down the vital components of this successful business. Jones also dissects the scholarly articles of Professors John Seedon and Brendan O’Donovan, regarding command and control, and systems thinking management techniques.

Question 1: “What does exceptional customer service look like to me, and what are its central tenets?”

Today’s customers are more aware and empowered, and have more bargaining power due to the exponential increase in competition – direct, indirect or substitute. In retailing, they want hassle-free shopping, have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors, offer more choices in varieties and assortments, and are giving as many services as feasible.

Main role of top level managers is thinking because they are skilled in critical thinking and form the plans and policies; middle level have human relations skill, interpersonal skill and first level manager shave technical skills.

Customers are demanding more and more awareness for higher levels of service expectations in recent years than ever before. They know what it takes to receive quality customer service and therefore expect more from the organizations in which they interact with. In addition, businesses are finding that customers ' expectations play a critical role in the overall success of their organization (Bell & Zemke, 1988). Thus, it was not surprising when EE, which customers perceived them as not having taking them seriously complained to OFCOM. The aim of this essay is critically evaluate the customer service standards and strategies adopted by EE and make the necessary recommendations that will enhance the customer service levels.

The top management will be skilled in leadership and have experience in management. We want our top management to be confident in the decisions they make. They will ultimately be responsible for leading through setting goals and expectations. Our middle management team will be comprised of people who are servant leaders. Essentially our management team will always want to put the employees before themselves, always being there for them and serving them in anyway possible.

The accommodation business is comprised of numerous organizations who are controlled by agents. Specialists who put fleeting benefits in front of sympathy toward the long haul wellbeing of the organization or who make extra benefits by neglecting to spend the cash important to handle lethal waste or contamination coming about because of the assembling procedure, are not experts and hurt the notoriety of the business as a calling (Jaszay and Dunk, 2006). The shameful conduct of some business pioneers in the previous decade has harmed the notoriety of business with the group. The previous "what is useful for business is useful for the nation" has been supplanted with a harmful doubt of enormous business.

When was the last time you walked into a department store and stood at the counter waiting to be waited on? Two sales associates were in clear view, chatting away about their personal lives. Trying to be patient you stood quietly waiting for them to notice you and offer you a helping hand. After a while, you started to think, “Do they see me, or are they still on break?” “What’s going on there?” Later, you get annoyed in this situation; will you start off on the right foot with the person who is serving you? It depends! How you initially approach service providers influences the entire interaction as its outcome. Don’t let your time pressures or frustrations run away with you. You want to give the message to the service people that you view them as allies rather than obstacles. Even if you greet the sales person and ask for help, there may be times when the people are simply having a bad day, or it might be more complex, so if you stand in their shoes your interaction will be more effective. One of the biggest mistakes customers make is expecting the service provider to be a mind reader. Making clear requests saves you time and lessens the service person’s frustration so ASK FOR WHAT YOU WANT and be specific with details if applicable.

When it comes to management there are four kinds of managers that all serve special purposes which are top managers, middle managers, first-line managers, and team leaders. Top managers are the ones in higher position hence the name top, they are executives responsible for the overall direction of the organization. Their duties include developing attitudes for commitment and ownership, creating a positive atmosphere by words and action, and keeping track of the how the company is being run. Top managers can also be known as Chief

In any business the customer is the most important component. The customer numbers and frequency determines the company 's profit and loss. The number and frequencies of a customer are dependent on the quality of goods they get from your business while in the service industry, it is all about good customer service. Good management of customer service leads to customer loyalty.

Worldwide Delivery Service (“WDS”) is a listed company and one of the largest delivery company in the world employing over 300,000 workers with the majority of them being members of trade unions.