A customer is a person who buys products (goods or services) from a shop or a business organization. Customer service is the provision of service being provided by the seller to customers before, during and after a purchase of any product. According to Turban et al. (2002), “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.” It is also the process of assisting another person or persons who buys goods and services from a shop. It can be provided either directly by a sales or service representative or through automated means like internet sites. The latter means provides 24×7 services to customers. However according to the survey conducted by National Retail Foundation (NRF) along with American Express in 2004, Just 16 percent of traditional shoppers were extremely satisfied with their most recent customer service experience while an additional 51 percent were very satisfied. In contrast, By contrast, 44 percent of online shoppers were extremely satisfied with their customer service experience and an additional 45 percent were very satisfied. Much of the profits of most businesses rely on repeat custom. According to the marketing theory, it costs as much to gain ONE new client as to keep FIVE existing ones. Qualitative customer service is almost always identified as one of the key success factors for a small and medium enterprise (SME). Any business in which the total number of employees is less than 500 is called a small business enterprise. However different countries provide different definitions for a SME. Any business, especially a small business, needs repeat customers to survive. To achieve this, a business needs to offer excellent customer service. Great customer service is essential to help small businesses attract and retain the customers they need to survive and compete against the big boys, and more so in a downturn economy (Isabel M. Isidro: 2007). A small business owner has to hire a third party to identify and analyse the quality of its customer service (Kathy: 2008). This third party had to conduct inspections and share its results with the staff and the employees of the SME on a regular basis. When employees are aware of such programs they will perform better leading to the competitive advantage for the SME over its large counterparts. Generally small businesses often complain that they cannot really compete with larger firms because of the large scale of economies to scale being enjoyed by the latter. Large firms are able to purchase raw materials and stock on a scale that a small business could never afford. However if they are able to offer better and more personal customer service than a large multinational corporation, they can easily enjoy the benefits of competitive advantage. The customer service in a small and medium business should be able to achieve the following for the business it supports: Quick turnaround – If the business owner is able to promptly get back to the customer, say within 24 hours, it means that the SME is well on its way to winning the customer’s seal of approval. The customers should know that the request has been attended to by a live person, not by an automatic mail responder. Trustworthiness – A SME should always create an impression that its products are very much consistent in terms of quality and price. This will create customer loyalty and brand loyalty, as well. Flexibility – Customer service provided by a SME should assure that complaints are dealt with accordingly and will be addressed with favorable outcome. For example, customers can easily return a defective product that can be replaced without hassles. Real-time interaction – Every SME should understand that always customers like to call any business and speak to a live person. If a SME provides an excellent advantage of customer service during and even after office hours, then it will create a cutting edge to it over its competitors. The importance of customer service is identified as very intensive in service industry when compared to other industries. Normally its importance varies by product, industry and customer. Even the quality and the nature of providing customer service from company to company in service industry. Some service-oriented companies allow the exchange of defective or broken merchandise often only with a receipt and within a specified time frame and some other companies may have relaxed policies towards the exchange. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale. According to Micah Solomon quoted in Inc. Magazine, the perceived success of such interactions being dependent on employees “who can adjust themselves to the personality of the guest. As per the survey done by the NRF Foundation in 2004, for traditional retail stores, employees and the store environment are the most important aspects of customer service. For online shopping, security and on-time delivery are the greatest customer service concerns. In case of engineering services companies, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has about the organization and such perception creates a competitive advantage for a SME over its large counterparts. Similarly the customer service in hospitality and tourism industry is very important to build customer and brand loyalty which will lead to growth of the company. The customers will generally opt to choose other hotels because they are afraid of having a bad trip. Therefore in such a case, providing good customer service more than the expectations of the customers leads to substantial reputation, growth in sales and the good rating in the competitive market. The customer service in any service-oriented company provides good number of sales, return visits by the customers and the very effective word of mouth advertising. In case of an e-commerce company, there is a need of putting some extra attention into customer service. The more happy customers the company has, the easier it will be for it to grow. So the prior focus should be on the implementation of the right strategy and hiring the right customer service team. Therefore a SME belonging to any category of service industry should concentrate on increasing efforts to improve its customer service and to measure it from time to time so that proper and immediate measures can be taken if there are any deviations in its customer service. The SME should properly design its customer service policy and implement it with lot of caution. While offering the customer service, the enterprise has to identify the barriers, if any, and the effective measures for removing them. In order to create an effective and productive performance of a SME, the customer service is the backbone. Problem Statement The last couple of years were very challenging for entrepreneurs. One of the main issues, besides just staying in business, is how to maintain a competitive edge. Many small and medium business owners had to lower their prices to stay in business, but it has resulted in having very lean margin for business return. And they often need more customers to make the same amount of money which they used to make. In most case, most companies are not able to secure more customers due to lack of trained staff and ignorance towards customer service when dealing with customers. There are more Small and Medium Enterprises (SMEs) companies those are established in recent years to compete with Multinational Corporations (MNCs) in the market. Other than coping with technologies to compete with the big players, SMEs are also have been facing many challenges in order to stay at competitive edge. In business today, majorities of the customers wanted to be treated with respect. Companies that provide poor customer service have resulted with many disgruntled customers. And many of these companies have gone out of business because of their poor customer service. In view of this context, the importance of customer service in small and medium enterprises is identified and the study on the same is undertaken to understand the implementation of customer service in SMEs to exercise competitive advantage over their competitors. Aims and objectives of the Study Based on the problem statement as explained above, the objective in this study is to find out whether by providing good customer services can achieve towards competitive advantage for companies. To find out if providing good customer services can achieve competitive advantage for companies. To determine ranking of the necessary criteria for successful implementation of customer services Identify the barriers for implementation of customer services To assess the performance of customer services in the company To identify as to what extent of customer service implementation can lead to improvements and provide significant benefits to the company. Significance of the Study In any country, small and medium businesses normally have limited budgets but there is one area they can compete head to head with big companies. The area is providing best and qualitative Customer service. According to the literature survey, 35% of the large organizations do not respond to e-mails sent by their customers. This is where small businesses can outshine their larger counterparts. Regardless of the size of a SME, customer service remains a major differentiator that levels the playing field. The way customers and their issues are being managed by the enterprise makes all the difference in creating a competitive advantage. There is a general norm that in any organization, on an average if a customer has a good experience he/she will tell around 3 people. But if it ends up being a disappointing one, not only is it unlikely he will return, but the often embellished story of his poor experience will be relayed to as many as 10 people. Those 10 people are highly likely to pass it on again, and so on, resulting in a huge wave of negative publicity. It is the service that customers remember. It is the service that earns an establishment a reputation…good or bad. It is also the service that makes customers return again and again. Therefore a SME has to be very careful in offering such an important customer service to its existing and/or potential customers. If the SME manages well in providing high quality customer service to its customers, it will lead to competitive advantage over large enterprises as a result of which the survival of the small and medium enterprise is possible in the competitive market. Limitations of the study Organization of the paper
help me in math final answer only.
If 0 < a < b < c < d < e in the equation above, then the greatest increase in S would result from adding 1 to the value of which variable?
Behavior Focused Strategies (Will attach the powerpoint). I’m studying and need help with a Writing question to help me learn.
help me in math final answer only
NOTE: Read Chapter 3
Your post should be no less than one page (as measured by Microsoft Word, Times New Roman 12 point font.) You must answer all questions. When submitting a word doc you must provide a proper heading including your name, date, course title (LHRD 2723), and assignment.
You will be graded on the following criteria:
Proper page heading including your name, date, course title (LHRD 2723), and assignment.
Proper use of sentence structure, grammar and punctuation
Accuracy of the answer provided
Page count requirement
Behavior Focused Strategies
Explain the differences between self-punishment and self-reward strategies of self-imposed behavior-focused strategies. Which of these strategies is more highly recommended to use and why? What is the major negative of the strategy that is not recommended for as much use?
What is the importance for having a “purpose” in your life? What is purpose and what role does it play within the self-goal setting process? How is having purpose an integral aspect of effective self-leaders?
Behavior Focused Strategies (Will attach the powerpoint)
Make a Gantt chart and a PERT chart about WBS.
Make a Gantt chart and a PERT chart about WBS.. I’m working on a Computer Science exercise and need support.
At Bayside Financial, where you work as a project manager, you have been asked to conduct user training sessions for a new information system. You must develop a specific schedule for the tasks (the estimated task duration for each is shown in parentheses):
First, confirm arrangements for the training facility you plan to use (3 days).
After you have confirmed the training facility, two tasks can begin at the same time: you need to send an e-mail message to all department managers announcing the training sessions (1 day) and you can develop the training material (5 days).
As soon as the training material is complete, you can work on two tasks at once: arrange to have copies of handout material printed (2 days) and develop a set of PowerPoint slides (5 days).
When the PowerPoint slides are ready, you conduct a practice training session with the instructor who will assist you (2 days).
Finally, when the practice session is over and the handout material is ready, you can conduct the user training sessions (4 days).
(5 pts) What is the correct total time?
(35 pts) Create a Gantt chart that shows the WBS. (you may create your diagram in powerpoint or word)
(15 pts) Analyze the fact situation carefully to determine which tasks are concurrent and which ones are dependent on other tasks.
(35 pts) Create a PERT chart that shows the project. Use a format similar to Figure 3-18 on page 82. (you may create your diagram in powerpoint or word)
(10 pts) What is the critical path for this project? How do you know?
If the chart is made in word or PPT, please also send me the word file and PPT file
Please do not directly copy the answers online.
you can refer to the chapter 3 in the book.
Make a Gantt chart and a PERT chart about WBS.
Promoting Library Collection Policy Report
term paper help Introduction All libraries face complex challenges in identifying, acquiring and managing appropriate information resources. Traditional formats and ever more technologically interesting information sources are expected by patrons in communities of all sizes. Small and rural public libraries have always faced unique challenges in this arena. Some of these challenges include: limited budgets for materials, licenses, and equipment, limited staffs (sometimes only one person performs all library functions), too many inappropriate and unsolicited gifts, limited space for print material and limited computers for electronic access, time constraints, and limited opportunities for library training and education within easy access (Evans
Grand Canyon University Golden and Mystical 1950s History Worksheet
Grand Canyon University Golden and Mystical 1950s History Worksheet.
This is a 5 question history Q&A worksheet on The Golden and Mystical 1950s. Please see the document titled “Scoring Guide” for instructions and as a guide for how the instructor will grade the worksheet. There needs to be at least 3 references. Please use APA format. What specific effects did Urban Sprawl have on U.S. society? Explain. How did the advent of Rock and Roll and the “Teen Culture” impact U.S. society? Explain. How did “dynamic conservatism” affect the U.S. political landscape? Explain. What was “Politics of Consensus”? How does this compare with the current political discourse in the U.S. today? Which of these two views of perpetuating democratic government are better? Explain. What effect did Sputnik have on U.S. society? Be sure to discuss its effects on both foreign and domestic policy.
Grand Canyon University Golden and Mystical 1950s History Worksheet
St Thomas University Patient to Osteoarthritis Discussion
St Thomas University Patient to Osteoarthritis Discussion.
You should respond to at your peers by extending, refuting/correcting, or adding additional nuance to their posts. All replies must be constructive and use literature where possible.Milien, CassandreNov 21, 2020 at 20:28Musculoskeletal FunctionAlterations of the Musculoskeletal FunctionIn the case study of this week is presented a patient with signs and symptoms of osteoarthritis. This condition is also known as degenerative joint disease. It is a disease with different levels of inflammation especially as it progresses and it is one of the most common rheumatologic conditions. It’s prevalence in people with increasing age is striking with studies showing that 70% of people over the age of 65 have it (Baird, 2001).Identify four risk factors that have predisposed this patient to osteoarthritisRisk factors for OA include family history, previous injury, poor posture and joint overuse. Some factors that specifically affect patient G.J are her age, gender, weight, family history and her past medical history of rheumatoid arthritis. The incidence of OA increases with age and is more common in women than in men older than age 50 (McCance & Huether, 2017). G.J is identified as overweight; she has gained 20 pounds over the last 9 months. Extra weight puts more stress on joints, particularly weight-bearing joints like the hips and knees. This stress increases the risk of OA in that joint (CDC, 2020). Rheumatoid Arthritis is an autoimmune disease in which your immune system mistakenly attacks the joints. This triggers inflammation that thickens the synovial tissue lining the inside of the joint, causing swelling and pain in around the joints.The primary cause of limited range of motion in a joint afflicted with osteoarthritis is/are:Degeneration of articular cartilage. Cartilage is a connective tissue found in many parts of the body. Although it is a tough and flexible material, it is relatively easy to damage. According to Peters & al, 2018. The degeneration of articular cartilage as part of the clinical syndrome of osteoarthritis is one of the most common causes of pain and disability in middle-aged and older people. Patients with damage to the cartilage in a joint (articular cartilage damage) will experience Inflammation, Stiffness and Range of motion limitation.Are there any forms of complementary and alternative medicine available for treating osteoarthritis?Alternative medicine is any various systems of healing or treating disease not included in traditional medical curricula of the U.S and Britain (Merriam-Webster, n.d.). Whereas complementary medicine is used in conjunction with traditional medicine. Alternative treatments for OA usually target pain, stiffness and swelling. Glucosamine and chondroitin can help build cartilage and are available as dietary supplements. Other supplements such as Vitamin C, fish oil, and Turmeric has shown to reduce inflammation. In addition to medication, some mind and body approaches can be used to help with OA symptoms. Acupuncture and massage are believed to help reduce pain caused by OA.What are the brand names of two topical pain creams that contain the pain reliever trolamine salicylate and have been widely promoted to temporarily relieve arthritis pain?Some of the brand topical creams that are used to relieve pain include Aspercreme and Capzasin-HP arthritis cream. Aspercreme is a type of odorless arthritis cream that people prefer. The drug is free from the fragrance and is preferable suitable for people that don’t need scent and more vulnerable to any of the allergic conditions. The drug contains salicylates but has no counterirritants on it. The cream can be useful to a person if the skin is much sensitive to the counterirritants. On the other hand, Capzasin-HP arthritis cream acts as pain reliever. The drug has a warm sensation, which has much milder than the one people feel after taking the pepper. The cream is used as the best to massage the body in which it helps to relieve pain that on a person that has problems with arthritis.Cockscomb is a garden plant commonly grown for its flowers. Name a medication derived from cockscomb that is used to treat osteoarthritis. The medication derived from cockscomb is Sodium Hyaluronate. Sodium hyaluronate is similar to the fluid that surrounds the joints in your body. This gel-like substance found in the joints has serval functions; to lubricate the joints, helps with growth of cartilage and reduces inflammation. This fluid acts as a lubricant and shock absorber for the joints. This is made into an injection and injected directly into the knee for 3 to 5 weeks Sodium hyaluronate (injection) Uses, Side Effects & Warnings. ReferencesMerriam-Webster. (n.d.). Alternative Medicine. (n.d.). https://www.merriam-webster.com/dictionary/alterna… medicineBaird, C.L. (2001). First-line treatment for osteoarthritis: part 1: pathophysiology, assessment, and pharmacologic interventions. Orthopaedic Nursing, 20(5), 17–27.McCance, Kathryn L. & Huether, S.E. (2017). Understanding Pathophysiology. (6th Ed.). Elsevier Health Sciences. CDC. (2020, February 27). Osteoarthritis (OA).https://www.cdc.gov/arthritis/basics/osteoarthriti… (Links to an external site.)
St Thomas University Patient to Osteoarthritis Discussion