NVQ Bus Admin unit 4

Section 1 – Understand the purpose of information technology in a business environment 1. In relation to your current business environment (or one that you are familiar with), identify at least two different types of information technology that may be used when completing work tasks.

2. Empathy – You want them to put themselves in your situation so they can understand my situation – walk in my shoes. When I call with a complaint, treat me as a customer with a difficulty, not as a difficult customer.

Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds

3 2.1. About California Fitness & Yoga Centers Vietnam 3 2.2. California Fitness & Yoga Centers Vietnam’s customer service problems 3 2.3. Causes of bad customer service 4 2.4. Recommendations 5 3. Conclusion 5 4. References 6 INTRODUCTION Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is

Name: Section 1 – Understand how to make and receive telephone calls 1. Complete the table You need to be knowledgeable and efficient and show the company in a good light. A good call could be the difference between keeping that customers business or losing it. You should use each call, whether making or receiving as an opportunity to offer great customer service.

| 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.

Unit 329 Deliver, monitor and evaluate customer service to external customers Outcome 1: Understand the meaning of external customers Assessment Criteria The learner can: 1.1 Describe what is meant by external customers External customers are individuals or businesses who do not work for you but buy goods or services from

8:00 a.m. - 5 p.m. (Monday - Friday) Local travel to Region 3 office locations for meetings on a quarterly basis Occasionally, I receive voicemails from outside consumers that require a return telephone call. I also handle call center telephone duties on the CISCO agent line.

Majority of telephone complaints or concerns are routed to the customer service specialist. Depending on the nature of the issue or concerns the calls are then routed to case management, in which in some instances are then routed to the interns depending on the nature of the call. All calls are monitored and documented as well as sent to driver coordinators and management. Client concerns and complaints must be addressed in a timely manner.

Customer Service Skills The same customer service skills that are needed when dealing with customers face to face are needed when dealing with customers on the telephone (Lucas, 2015). Arthur W. Page, the first vice

MT450 UNIT 8 RESPONSES TO TWO STUDENTS Discussion 8-Topic 1 Hello class and professor, I agree with Tracy Amazon company offers great services always to its client and remains to be the place where most of the people do their shopping in. The company is open all the time for people to

As a result a new member of staff was appointed. As a team we have developed a reputation for innovation and displayed a passion for marketing customer service qualifications hence supporting the vision of the Local Authority and the mission of the organisation. Year on year improvements in learner achievements have raised learner employability levels and earning power, improved self confidence and has provided a pathway to employment for disadvantaged and disaffected groups. Employment Trainings purchasing policy ensures that wherever possible goods made from sustainable and /or recycled materials are used. We have introduced the customer service NVQ into paperless environment by recording professional discussions onto tape and carrying out online examinations. We have also maximized the use of electronic mail and recording systems which has had a marked effect on the reduction of paper. The centre is approved to deliver NVQ’s in welsh, however current figures indicate that learning through the medium of welsh is not required by our learners at present. Nevertheless, we have a number of welsh speaking staff in order to be able to accommodate learner needs in the Carmarthenshire area.

 Case study --- Week --- Customer services at Datatronics ----- Wilmington University IST 7100 IT Policy and Strategy , 2015 Contents Introduction 3 Problems Identified 3 Recommendation 1. Budget allocation 4 2. Taking authority of customer services 5 3. Maintaining website 5 4. Feedback by customer 5 5. SWOT analysis 5 6. Team work 5 Conclusion 6 References 7 Introduction: Datatronics is a leading organization which serves their customers with Enterprise resource planning integrated solutions. Matt, leading a small team of developers at E-Z RP for

At vivid Optical, all employees are expected to treat candidates and clients in the exact same way when talking to them over the phone. When speaking on the phone to those outside of the business, I always make sure to maintain a professional and well mannered personality, even when dealing with difficult callers. Again, this should leave the caller with a positive view on the company.

Call center: Control measures "At the core of any account relationship is client service and a human connection to a service industry. That's why employees' behaviors significantly influence client retention and loyalty" (Chandler 2009). Virtually everyone who has ever called into a 'call center' has received the warning 'this call may be recorded for quality control purposes." Recording calls with customers is an excellent way to monitor the 'real life' interactions of employees with members of the public. Unlike a staged scenario, employees must spontaneously react to customers with unusual or unreasonable demands and manage them in a manner that is emotionally sensitive yet still protects the brand image. And, of course, the knowledge that they are being recorded can make employees more mindful about being on their 'best behavior' when speaking to a caller.