Customer Service Questions.
Total customer satisfaction is not just a buzz phrase; it is a way of life that companies are adopting in order to gain and maintain market share. As a customer service professional, it is your job to help foster a custom-oriented service environment. Answer the questions below, then provide examples.Five words or phrases that build customer relationshipsExample of customer-focused behavior that helps to solve the customer’s problem or eliminates the opportunity for the problem to developThen provide an example of how the component (each number above) can be incorporated into a dialogue between a customer and customer service representative.**If you’re familiar with customer service, you should not need any references!****NO PLAGIARISM WILL BE ACCEPTED!**
Today’s marketing environment is characterized by increased competition and many others changes in macroeconomics variables. There is the increase need for management of banks to understand the needs and wants of customers. (Lewis and Booms, 1983). One of the critical drivers of business success is having a unique competitive advantage. Most managers understand that to attract a larger share of the market, or find enough customers prepared to pay a premium price; they must provide something of greater value than their competition. Lewis et al. (1993) noted that service quality leads to reduced costs, increased profitability, and other beneficial elements. In answer to critics, she noted that there was often an initial cost to implement quality service, but the resultant benefit and subsequent increase in profits offset those start-up costs. For companies in the service industries such as banks, competitive advantage results to providing better Service Quality and hence leading to Customer Satisfaction. Service Quality and Customer Satisfaction are important attributes as they provide competitive advantage over rival banks. Satisfaction is the customer’s evaluation of a product or service in terms of whether that product or service has met their needs and expectations. (Zeithaml and Bitner, 2003) According to Furey et al. (1995), technology helps to enhance Service Quality as it increases the convenience of use, more services may be offered and information can be obtained about perform. The challenging business environment has lead to banks developing new types of delivery channels to influence perception, attract and satisfy customers (Bauer, 2005). A satisfied consumer will use the products and services to a larger extent. This chapter will provide an overview of what previous researchers stated in relation with service quality and customer satisfaction. The SERVQUAL Model and gaps as discussed by relevant authors will also be found in this chapter. 2.2 Customers’ attitudes toward bank products With improvements that have been made in the technology, various forms of delivery channels have been put in place for customers to enhance service quality and hence customer satisfaction. Retail banks are keenly aware of the need to target innovative service offerings to appropriate customer segments to optimize the likelihood of product adoption. (Parsons et al., 1998). Experience is a factor that influences adoption of banking products. Consumer experiences are a major determinant of consumer choice and preferences (Bettman and Park, 1980; Foxall, 2003). It determines how consumers judge the quality of service and whether they will use it or not (Carlson and Zmud, 1999). In 1989, Davis introduced a concept known as the Theory of reasoned action. The model was developed to explain why people accept or reject adoption of bank products and services. It stated that consumers’ usage behaviour depends on the intention to use which i turn depended on perceived usefulness and perceived ease of use of the products and services. Perceived usefulness is mainly when a customer will use the products if he finds that it increases his job performance (Doll et al., 1998). Perceived ease of use has been defined by Davis (1989) as the degree to which a person believes that using a particular system would be free from effort. In selecting a bank for Banking Services, the Customers take into account the reputation and the variety of services offered by the banks (Tan and Teo 2000). According to Herington and Weaven (2007), banks encourage the use of Banking Services by rewarding the Customers. A customer is willing to do business with a banking environment only if he gets value from his exchange with it. Lee et al. (2009) stated that the rate of adoption of Banking Services is affected by two factors namely perceived benefits and perceived risks involved when using the products or services. There are also the element of trust and Security which influences the adoption of the products. Sathye et al. (1999) carried out a research in Australia and found out that variable of system security influenced use of E-Banking Services. Haridas et al (2000b) stated that banks must protect their data from all kinds of threats and any kind of negligence would result in fall of confidence from customers and would lead to financial loss. According to Chellapa et al. (2002), Customers’ trust will be boosted if there is a rise in perception of security in Banking transactions. 2.3 Service Quality, Perception and Expectation of Consumers. There have been several studies on the concept of Service Quality. Various definitions were suggested and there were difficulties in measuring it (Wisniewski et al. 2001). Service quality can be defined as the difference between customer expectations of service and perceived service. It is the extent to which a service meets customer’s needs and expectations (Lewis and Mitchell, 1990). If service quality is lower than the customer expected, perceived quality is less than satisfactory, there is Customer dissatisfaction (Parasuraman et al. 1985). Quality has an impact customer satisfaction, retention, loyalty and thus service quality is pivotal to the success of all service industries, and banking services. (Wolfinbarger and Gilly, 2003). Hawari and Ward (2006) demonstrated that service quality impacts on customer satisfaction which in turn affects the financial performance of banks. To deliver high quality service to customers, bank managers must have knowledge of how consumers perceive and evaluate the services. (Parasuraman et al. 2005). Perceived Service Quality can be described as customers’ view or judgement of a service that contributes to his/her satisfaction, buying intentions and performance of companies (Zeithaml et al. 1996). Parasuraman et al. (1985) considered that a customer’s assessment of overall service quality depends on the gap between the expected and perceived service. Thus, the key to managing perceived service quality is to minimize this gap. Zeithaml et al. (1988) defined perceived service quality as the customers’ assessment. Expected Service Quality is the level of quality customers’ demand and expect from service providers (Deming and Gale et al.1994). Expectations are viewed by customers what they feel a service should offer rather would offer. Olivier et al. (1980) stated that the service quality theory predicts low quality to be because performance did not match expectations and that high quality is when performance exceeds expectation. Consumer behavioural intentions are also influenced by the standards of service quality (Choi et al., 2004). Schneider and White (2004) noted that “service quality judgments were viewed as global evaluation that were composites of consumers’ experiences with an organization (global-level evaluation),” thus, users’ perception is a tool to evaluate the rate of service quality of the organization. Further, a good service is considered to be based of behavioural intentions of consumers (McCleary and Weaver 1982). 2.4 Service Quality and Customer Satisfaction Service Quality and Customer Satisfaction has been the subject of many research in the past years. It was found that Customer satisfaction and service quality are inter-related. The higher the service quality, the higher is the customer satisfaction. Sureshchandar et al, (2003) stated that there is a strong relationship between service quality and customer satisfaction such that these two concepts are both important to eye of customers. According to Bitner and Zeithaml (2003), customer satisfaction occurs when expectations of customers are met and customers are satisfied. Boselie, Hesselink, and Wiele (2002) suggested that satisfaction is a positive state of mind where customers approve all modifications made to the products by the other party. Curry and Curry, 2000 pointed out that Customer satisfaction is obtained largely by the quality and reliability of products and services. In today’s world of fierce competition, a firm’s ability to deliver high quality service those results in satisfied customers is the key to a sustainable competitive advantage (Shemwell et al. 1998). These because banks all over the world are constantly innovating their products and services and thus sometimes similar products and services are found on the market. Muffato and Panizzolo (1995) also suggested that customer satisfaction will provides competitive edge other rivals banks for the future, and will be the best indicator of a firm’s profit ability. Further, they stated that companies will try at all costs to improve their service quality, relationship with customers, reputation and image in order to bolster their turnover and market share (Karatepe et al. 2005). Anderson and Mittal (2000) went in line with Muffato and Panizzolo (1995)’s theory, stating that improvement in service quality attributes will help to increase the level of satisfaction in relation to the perception of the services they receive. Chaoprasert and Elsey (2004) found that customers differentiate products and services in terms of quality of service and hence level of satisfaction received. Moreover, customers evaluate banks’ performance mainly on the basis of their personal contact and interaction (Gronroos, 1990). In addition, Several Studies found that there is a relationship between service quality, customer satisfaction, and pro¬tability. Chang and San’s (2005) carried a study in the Taiwanese banking industry and found that quality is an antecedent of customer satisfaction and customer satisfaction is an antecedent of pro¬tability. Moreover, Heskett et al. (1997), Zeithaml et al.(2000) and Vimi and Mohd (2008) noted the same relationship i.e. impact of high level of quality of service and customer satisfaction on profits of firms. Thus Service Quality and Customer Satisfaction must be taken into consideration when developing marketing tools and strategies. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. High Service Quality and level of satisfaction leads are the main attributes contributing to retaining customers and attract new ones. Consequently, higher customer satisfaction leads to greater customer loyalty (Yi, 1991; Anderson and Sulivan, 1993 Boulding et al., 1993). It is the main key to long term success of banks (Zeithaml et al. 1996; McColl-Kennedy and Schneider, 2000). 2.5 Service Quality Dimensions and Measurement Service Quality has been used to a large extent to measure the effectiveness and efficiency of services offered in the banking industry (Cowling and Newman, 1995). Parasuraman et. al (1985) developed a Service Quality Model to use as a framework for future research. There were 10 dimensions of service quality namely reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the consumer and tangibles. He proposed gap-based service quality model in which service quality perceptions is obtained by the difference between Service Quality perception and Expectation. Parasuraman et. al (1985) obtained 4 four organizational gaps associated with the design, marketing, and delivery of services. In addition, Zeithaml et al. (2002) argue that there is a 5th gap which is the perceived service. The 5 gaps are listed below: Management Perception Gap This Gap relates to Management’s perception of what consumers expect. It may be inaccurate. Thus appropriate management style and market research are required. Service Quality Specification Gap It concerns mainly what the management think consumers want and what the customers expect from the company to provide. The customers may want accurate and timely service instead of new design of products. Service Delivery Gap This gap suggests that high service quality is not guaranteed. The service offered may not be what the management specified in guidelines. The employees may not deliver the appropriate services to the level required. The demands of the customers are not met. External Communication Gap It is concerned with how consumers are influenced by external communication such as advertising. The products and service may not be what the consumers thought when they saw the advertisement. Perceived Service Gap This gap is considered to be the most important and it deals with what is the consumers’ expectation and perception of the service (The SERVQUAL Model was developed to measure this gap). Further research was carried out and Parasuraman et al. (1988) developed the SERVQUAL Model which reduced the list of 10 dimensions to 5. It is a 22-item instrument that includes the five service dimensions of tangibles, reliability, responsiveness, assurance and Empathy which defines quality as the difference between customer’s expectation and their perception of the service delivered. Service Quality Dimensions Measurement Criteria Reliability This dimension refers to the ability to perform the service dependably and accurately. According to some empirical studies, reliability is the most important dimension of Service Quality. In the Banking Environment, it is vital to make customers to trust that the company is going to perform what it promises to do. Reliability can make customers recognize the consistency and credibility of the company as well. Responsiveness This dimension refers to the willingness to help customers and provide prompt service and making customers feel more comfortable during purchasing and continue purchasing without interruption. ( Joseph et al. 1999) Tangibles This dimension refers to the Physical facilities, equipment, and appearance of personnel. It is an important dimension as the consumers take into account the tangibles of the bank and the services environment (Jamal and Naser, 2002). Assurance This dimension refers to employees’ knowledge, courtesy and ability to convey trust and confidence. Employees must have a good knowledge and the products or service that they are offering. Further they must be motivated to offer the services. If not, they will not convey confidence to consumers. (Hallowell et al. 1996) Empathy This dimension refers to the level of caring and individual attention provided to customers. Providing customer individual attention shows empathy to customers. Response to customers should always be cognizant of customer’s needs and show understanding of customer’s needs, enables customers to deal with their banks more easily (Levesque and McDougall, 1996).Source: Journal of Internet Banking and Commerce; Parasuraman et al (1988, 1994) The following dimensions will be used in developing a questionnaire to carry out a survey. Questions of the questionnaire will be derived by using attributes of each dimension as follows: Tangibility (4 attributes) Reliability (5 attributes) Responsiveness (4 attributes) Assurance (4 attributes) Empathy (5 attributes) The same methodology was used by Izah Mohd Tahir and Nor Mazlina Abu Bakar (2007) in assessing perception, expectation of consumers and Service Quality Gap in the Malaysian Banking Sector. 2.5.1 Measuring Customer Satisfaction The purpose of analyzing customers’ satisfaction is trying to confirm the degree of satisfaction or dissatisfaction as a result of high or low service quality level and establishing a relationship between Service Quality and customer satisfaction. Levesque and McDougall, (1996); Fornell et al. (1996) used a construct with multi-item measures to measure Customer Satisfaction. A seven-point scale ranging from “1â€‰=â€‰very un-satisfied” to “7â€‰=â€‰very satisfied” was used to assess overall satisfaction. Customer Satisfaction is measured by primarily by perception (Levesque and McDougall, 2000). Consumers perceive the banking services and the extent to which they are satisfied with them. Carman (1990) found that there were sufficient empirical findings to support SERVQUAL dimensions in customer Customer Satisfaction , subject to small variations for different industries. Fornell (1991) concluded that customer satisfaction is based upon a group of service quality attributes. Smith et al. (2000) suggested three elements of service process that can be used to evaluate customer satisfaction namely: Overall Satisfaction Personal Contact Quality of Service 2.5.2 The SERVQUAL Model Since the invention of the SERVQUAL Model (Parasuraman, 1988), there has been several changes in the format of the SERVQUAL instrument. There have been frequent critics. However, all the researchers (e.g., Brown, et al; 1993, Teas, 1993; Dabholkar, et al, 2000 accept and recognize the determinant roles of expectations and perceptions in service quality evaluation. Van Dyke
Customer Service Questions
Central Texas College Recommendations on A Strategy for Improvement Essay
Central Texas College Recommendations on A Strategy for Improvement Essay.
For this written assignment “Become an expert” in an “area” of health care where you see that there is a need for improvements in quality and/or safety. ***The Agency for Healthcare Research and Quality (AHRQ), The Institute for Healthcare Improvement (IHI), Institute for Clinical Systems Improvement (ICSI), and Dartmouth Atlas websites – plus many others sites- offer topics that could serve as the foundation for this assignment.***The essay should include a description of the problem, the identified barriers to improvement and your recommendations on a strategy for improvement. Consider your framework for driving improvement including: Which of the Quality Improvement Tools and/or Approaches would best apply to your improvement project? Measurement and Analysis – How would you measure and sustain progress? What is the role of leadership and how would you engage stakeholders? What is the role of communication? How does an organization’s safety and experience culture contribute to the success of your improvement project?Please use correct APA format, including a cover page, in-text citations, and a references page.Length: Approximately 1200 wordsTHIS IS THE PICKIEST PROFESSOR EVER AND SHE DOES CROSS REFERENCE ALL CITATIONS. PLEASE MAKE SURE TO FOLLOW DIRECTIONS TO A “T”. AND USE THE LISTED WEBSITES FOR CITATIONS AND INFORMATION.
Central Texas College Recommendations on A Strategy for Improvement Essay
VISUALIZING A PETABYTE OR EXABYTE OR HIGHER
online dissertation writing VISUALIZING A PETABYTE OR EXABYTE OR HIGHER.
We are producing and consuming such massive amounts of data that it exceeds our ability to understand it through everyday human perception. Visualizing such large numbers in ways that we can immediately grasp them has been the driving force behind the rising field of information visualization. As Tom Corby has argued, “[These forms of visualization] are able to capitalize on humans’ natural ability to spot patterns and relationships in visual fields (cognition). This enables an intuitive identification of structures, which would not be available if presented in purely numeric form.” For this assignment, you will design a visualization of what a data set of petabyte or higher is, so that an everyday public can get a strong visual sense of the scale of this amount of digital information. Begin by asking yourself some of the following questions: What kind of insight do I hope my audience will get out of this visualization? What sorts of comparisons would be impactful for an audience to truly comprehend the scale of a petabyte or even more (if you go higher than petabyte, explain what that tier is and why you went there)? In what ways can I concretize the size of a petabyte (or more) for the everyday computer user? You may use any appropriate tool to create your visualization such as Photoshop, visualization software, or even draft your visualization by hand. (If you do your visualization by hand, be sure to scan your final product so it can be uploaded to the classroom.) Regardless of what tools you use to create your visualization, it must be accurately visualized to scale. While you may draw inspiration from existing visualizations (see THIS and THIS), you may not simply replicate them. You must come up with your own approach for this project. In addition to your final visualization, you must turn in a short paragraph (~250 words or less) describing your rationale and justifications for your design. How did you come to this final product and how does it effectively communicate the size of a petabyte to a general audience? Grading Rubric: Thoughtfully designed visualization Visualization offers insightful perspectives and comparisons Visualization can be immediately understood by a broad audience (i.e., it “makes sense” to everyday computer users) Visualization presents data accurately Visualization is impactful in its visual presentation Final product demonstrates effort Final product is well-edited with no mistakes Write-up clearly communicates process, rationale, and justifications for how it effectively communicates scale. Write-up is well written and edited with no mistakes. All aspects have been turned in correctly and on time.
VISUALIZING A PETABYTE OR EXABYTE OR HIGHER
Attachment theory and Sociocultural theory Essay
Attachment theory and Sociocultural theory Essay.
Sixteen-month-old Jason loves books. He is constantly taking books to his mom for her to read to him. She knows it is a good thing, but it is so time consuming and repetitive! He wants her to read the same book over and over again! In separate statements, describe the benefits of this routine from the perspective of attachment theory, then from the perspective of sociocultural theory. In your answer, make sure to present enough information about each theory to make it clear to me that you clearly understand and can differentiate between the two theories, and use at least two specific terms related to each theory. Finally discuss how social factors might mitigate the benefits of this routine.
Attachment theory and Sociocultural theory Essay
Mathematics homework help
Mathematics homework help. First you should watch this “ÿA History of Horror with Mark Gatiss (Part 1 of 3) Frankenstein Goes to Hollywood “https://www.youtube.com/watch?v=ZkZBJd4UTlMThen you shouldÿresponseÿto a classmateEven though as a society weÿshun or exclude monsters and don’t agree with the idea of monstrosity,ÿwe know that deep inside of us we share some of the same characteristics as monsters. This is why people enjoy watching horror films so much, we are sometimes violent and destructive like the monsters in the movies. Also, people enjoy the thrill that horror films gives them. We love to be frightened, scared, and surprised; likeÿGatissÿsays in the documentary, we keep watching even though we know we shouldn’t because we love the adrenaline rush. Sometimes horror films draw us in so much because of our curiosity that we feel as if we are part of what is happening. This is also how the genre gained success so quickly; horror films are interesting and they get people’s blood pumping. Horror films gained even more popularity as they “wentÿhollywood” because they started introducing unrealistic and scientific characters.ÿ2- Then you shouldÿresponseÿto another classmate:I agree with what is said in conversation between Karloff’s daughter and Gatiss. Not only was Karloff discriminated against in school for having dark skin, but he was also an aspiring actor for 20 years before finally landing the role of Frankenstein’s monster, making him an overnight sensation. The events Karloff faced in his life such as these were sure to make anyone feel like an outsider. Having known what it felt like to be different, Karloff was able to identify with the monsters he played in ways that others would not have been capable of. I also agree with Karloff’s belief that “the children understood” his characters. Most children have the tendency to see the good in anyone and are often able to distinguish when someone is lonely or in pain. In contrast, adults are usually quick to judge and aren’t as easily able to see the good in others.Mathematics homework help