Assignment 4 1) If I was an employee at Petrie electronics I would like to work on this project to be able to know what products are being sold as well as time frames of the sales. For example if I was a floor salesman and knew that TVs get purchased right after income tax time I am able to research all upcoming TV deals and know what to tell people when they ask about them. Also if a new system is being placed as an employee I’d like to test it and give my feedback on the system and become familiar with the system. It is also a nice gesture to be able to keep tabs on valuable customers so we can make relationships with them to be able to boost sales as well as my commission. 2) If I was part of the management department at Petrie electronics; I would have no issue with approving the project. Jim has given all the information that a scope statement requires, and I do have some suggestions though. A brief description of the problem we are having without the new loyalty system would be able to allow management a better understanding of why implementing the project is essential. Also the objectives states, “… provide superior customer service by rewarding our most loyal customers” which is exactly what we want to do but I feel like we should try to make a connection with all of our customers and not just returning customers. Anyone that walks into Petrie electronics should feel like we want to help them with their needs and regardless of how long they have been shopping with us; they will get the best service and opportunities. 3) Some of the tangible cost pertaining to this project would be the cost of all the hardware that may be purchased to make the system, labor costs for the staff working on the project, training cost to implement the system correctly, and we also need to have some set of rewards set for people to want to join the program. The intangible costs for the project would be some loss of operation efficiency at the beginning of the project because, all the staff members must adapt to the new system and all new systems have their hiccups. This could also lead to employee moral going down if the system isn’t implemented well. Yet there are some intangible benefits to look forward to such as being able to compete with other companies that already have a loyalty program. We will also have more timely information on all of our customers to be able to track buying trends and necessity of products in our store. 4) A risk that may be associated with the product is if the system doesn’t work correctly such as customer points not allocating properly they customer will not enjoy they system if they have a hard time with it. This project has a high risk to it because we are trying to stay competitive with other companies as well as make our customers feel like an important part of our company. There will also be many resources used to finish the project and if the project is unsuccessful there is a lot of money wasted that could have been allocated somewhere else. As a team member I would be worried of running the risk of not making the deadline because, Jim is new to the company and I would be unsure of his abilities as a team manager. 5) When using the incremental commitment technique you reassess the project after every step of the SDLC. So while developing the BPP we can reassess the project and it would benefit us by making the new system better. If we stop to take a look at how the project is progressing we can make changes if need or if some new aspect or idea can be added to the project. 6) Economic feasibility analysis is used to aid management on deciding on which projects to go forward with. The economic feasibility of a project should be conducted right after the scope statement, so that the objectives or a vague plan is in place to be able to know how much benefits the project will be adding to the corporation. I think many of the economic feasibility factors are relevant; such as the…
last 13 years; at a loss of what to do she did some serious thinking and decided that she would venture into her own business. The idea was to create a consignment shop for children clothing and accessories that focuses on quality products and customer service. Her husband Gary and her three children all help out at the store to keep things together. Being a full time owner is taxing to the family, the lack of employees is a necessary one initially but it is getting harder to keep things going especially…
student will be or is likely to be teaching in the Further Education Sector.
Example: “Secrets to Success in Customer Service.”
Aim of Lesson:
What is the purpose of the lesson? In other words, what is the main thing or things the student wants to teach his or her observers in the Micro-Teach session?
Example: “To give students examples of some of the challenges they will face as customer service representatives and to explain how they can use their own positive personal attributes to overcome them.”…
Customer Service in the Hospitality Industry
Le Cordon Bleu
July 14, 2013
Instructor Ruth Smith
Customer Service in the Hospitality Industry
Many people experience customer service within the hospitality industry daily. People will encounter both negative and positive experiences while dining out with family and friends, or on a business trip staying at a hotel. When pursuing a career in the hospitality industry, it is up to us to take every negative experience that we encounter…
Project 1: Research Paper
Prof. Eugenio Lord
February 27, 2013
In mid 1990s, very few people knew about the existence of a global network, the internet. Now the Internet has revolutionized the way people talk, entertain, and do business. According to the world internet usage and population statistics published in June 30, 2012, from 2000 to 2012, the number of internet users has grown 566.4%, which occupies a third of the total world…
Hospitality is part of the service industry, an industry that brings in more money and creates more jobs than any other. In the hospitality industry and more specifically upper segment hotel restaurants providing hospitality, the enjoyment of high quality food and beverages is viewed as part of a special culture. Customer service is not a department; it is an important function of every employee. Poor customer service causes a negative out-come because one dissatisfied customer usually equals 10 others…
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.
The term ‘Customer Service’ goes far beyond the contact with the customer. There are many individual processes that need to come together to be able to provide complete customer satisfaction. It…
What is customer service?
Customer service is the service provided to customers before, during and after purchasing and using goods and services.
Handling a crisis
Keep calm and do not get angry
Do not make any rash decisions
If the problem cannot be solved by you, ask someone else instead of giving the customer wrong information
How to solve a problem
Remember your training
If that does not work try to remember if you had any past experiences that were similar…
Assessment 5 : Project 1
It is nesserary that everyone in the Organisation understands that the customer pays their wages. If the customer is not happy/satisfied with the product/service you offer there will always be a competiter who can provide what the customer needs.
You should identify the customers needs, deliver a service to them and monitor and report on service delivery.
Communicating plays a big role in customer service. When communicating with a customer you should listen activly to…
THIRTEEN CUSTOMER SERVICE FACTS
BY: Michael A. Aun, CSP, CPAE Speaker Hall of Fame
Reference - http://www.nsacentralflorida.com/Articles/Thirteencsfacts.pdf
Thirteen Customer Service Facts.
Fact Number One
Dissatisfied customers tell an average of ten other people about their bad
experience. Twelve percent tell up to twenty people. In very simple terms, bad news spreads rather quickly. Don't think for a moment that your poor performance in servicing your client goes unnoticed. Not only…