Explain Why A Bank Teller Nurse Or Flight Attendant Must Have Service Management Skills

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

L.L. Bean is a brand with strong roots in Maine, and their products and services embody their love and appreciation of the great outdoors. Employees of the company are likely to be active and enjoy an outdoor lifestyle, which puts L.L. Bean in a great position to use its own products and services to enhance the total compensation for its employees. Bean maintained a philosophy that if the employees were passionate about the company and the outdoors, then the customers would also be. Profit sharing with employees was a foundational belief of Bean, and employees were greatly rewarded when the company performed and exceeded expectations. A few of the products and services that Bean used to enhance total

• Expertise of a field (ex. The bankers should know the money situation of the client)

Analyze the role of an operations manager, and then determine three challenges that an operations manager will respond to differently within a manufacturing industry as opposed to a service industry.

3. In relation to your current organisation (or one that you are familiar with), outline the role that customer service plays in this organisation and its industry as a whole.

Based upon onet online, the 5 skills above are from a list of administrative service manager must acquire besides being enterprising and conventional. People who pursue a career in this field, are enterprising individuals who are self-starters

1. Describe at least two different types of career pathways that may be available within a customer service role.

The restaurant had two drive-thru lanes, both opened. There were seven cars between my car and the point where the order was placed and I placed my order through a speaker box. I spent 12 minutes and 33 seconds in line before I reached the Order Point to place my order. Within 13 seconds of arriving at the speaker box to place my order, I was greeted in an enthusiastic tone. The Order Taker received my order in a friendly and professional manner, repeated my order back, and provided the price. After saying "thank you" she cheerfully responded, "My Pleasure!" The associate at the window and that handed me my order smiled, made good eye contact, and asked, "Welcome to Chick-fil-A! How are you?" After saying "thank you" to the Cashier, he responded

My informant explained an observation she had made about the flow of the customers in the coffee house. Due to the location, the flow of customers corresponds to the arrival of public transportation, trains and buses. When a train arrives and customers get off the train, many wait to transfer to a bus close to the entrance of the coffee house. During that time, there is usually an influx of customers in the restaurant. Sometimes the line to order extends to the entrance door, during this time the customers wait time to receive their order is much longer than the wait to place an order. My informant explained that the extended wait time for an order was due to a limited number of staff working in the kitchen.

With respect to staffing, I found that I initially had trouble serving customers quickly enough during peak hours. Customers dissatisfied with their queue times often left the store, resulting in lost sales.

Ability to provide optimal client service with excellent communication skills in both oral and written forms.

For our Gemba project, we decided to analyze the order fulfillment procedure for Cup of Joe, a coffee shop located in the Lennox Town Center. In order to capture the establishment’s peak hours of business, we primarily visited during the hours of 9:00am-12:00pm. We focused our attention on orders for baked goods, coffee, and espresso drinks, as these products are the shop’s main source of revenue and reputation. On several separate mornings we were able to observe an average of 125 orders over three hours (a takt time of 1.44 minutes). In the evening, there were often less than a dozen orders every hour. Since every order is slightly different, we have described the average order and the steps in the process that are consistent in almost every situation. We have identified multiple areas for improvement, which are referenced in the sections entitled analysis and recommendations.

One of the key operational ingredients to make them successful is their hours of operations. The restaurant is only open from 11a to 2pm and from 5pm to 10pm. This could by far be one of the best strategies for them as it allows them to focus on the lunch and dinner seekers in the neighborhood. These hours of operations make it very easy to find part time employees helping keep payroll and benefits at 15% compared to 26.9% for the average limited menu restaurant. Being a buffet style restaurant and priding themselves on the freshness of their food, the owners have managed to run operations that allow them to reduce waste to mainly what the customers don’t finish eating. This also allows them to keep their

the Design of Goods and Services is fairly much of the transformation process in a firm. The design of process is extremely influential in determining decisions relating to business elements such as Cost, quality, human resources. Additionally, to survive in the business arena, a firm must design goods and services to meet the needs and wants of their customers (Heizer & Render, 2011).

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.