Apprenticeship in Customer Service Support (CSS)
Diploma Thesis - 10 pages - Foreign markets
CSS service accompanies the sales representatives in order to support them for the cotations of the existing customers. While they are prospecting new customers or anything else, already known customers can send us a cotation request to ship their goods around the...
Customer service improvement
Case study - 3 pages - Educational studies
Anacceptable standard of customer service policy is becoming a major component in various business organizations due to the increased completion and customer awareness. The standard policy is essential to the management, employees and the potential customers. They...
Starbucks: Delivering customer service
Case study - 3 pages - Management
By 2002, Starbucks had already been established as an unarguable leader on the US Specialty Coffee Market. However, recent market research is causing some concerns to the top management of the company. It indicates that the level of customer satisfaction declines. In order to respond the...
Management of customer service
Case study - 3 pages - Management
A good attitude to a customer, mostly through good listening skills, indicates an active service oriented attitude. Thus, customer servicing personnel are advised not to talk along much but: • Be attentive to what the client says, • Ask questions and encourage them...
Are customer's management softwares and quality customer service key elements to gain customer's satisfaction and build loyalty?
Thesis - 24 pages - Management
Nowadays, companies possess lot of tools in order to gain customer's satisfaction and build loyalty. They understood that they have to focus on customers in order to increase profit more than before. Indeed, by focusing on customer's satisfaction they build loyalty and a...
McDonald's: impact of physical evidence and servicescapes on customer perceptions and employees' behaviour
Essay - 7 pages - Human resources
"Explain the impact of physical evidence and servicescapes on customer perceptions and employees' behavior within the service sector. Provide relevant service sector examples." McDonald's is an interpersonal service company, in Bitner's categorization,...
Customer's perception towards the service quality of Hyundai
Case study - 34 pages - Business strategy
A detailed & systematic study on the customer relationship management with the sales process, product & after sales service for Hyundai Santro car was under taken in the Bangalore city on behalf of Advaith motors private limited. This survey was taken up to know about the...
Research on customer satisfaction for the services of Hutchison-Essar
Case study - 25 pages - Business strategy
After the globalization of the Indian economy in 1991 the tele communication sector remained one of the most happening sectors in India. The recent years witnesses rapid and dramatic changes in the field of tele communications. In the last few years more and more companies both foreign, domestic,...
Supply Chain Management: Its role in improving the value of the product or service to customers
Thesis - 6 pages - Management
With growing competition among companies in the different industries, an efficient operation is essential for firms to offer quality goods and services at competitive prices. This can be made possible through the adoption of appropriate production technology, having a...
Service Logic Marketing - Komatsu & Caterpillar Case
Case study - 3 pages - Services marketing
Despite the global competition, the American construction machinery company, Caterpillar, is still the leader today, partly thanks to the quality of its machines. However, to cope with growing competition, quality, producing a defect-free product or service right from the beginning is not...
Employee Selestion Techniques for a Customer Advisor
Case study - 2 pages - Management
For this assignment, the elected job is Customer Advisor in the bank HSBC. This job is interesting to study because it is multi-tasking and requires soft skills. What's more, the banking context is very specific, for it deals everyday with sensitive data and complicated situations....
Media services: Case study
Case study - 2 pages - Educational studies
Media services come to the market with the aim of reaching a wide range of people since media is largely accessible. Netflix is a company founded with the aim of supplying internet on demands and offering DVDs online at a flat rate. The Company is officially registered as Netflix Company...
Customer Relationship Management (CRM) and e-Commerce
Dissertation - 56 pages - Economy general
The twenty first century has seen a lot of changes in the business world. New business models have been developed, networks have increased, and certain concepts have evolved and become indispensable. Before the arrival of supermarkets, people used to shop at their neighborhood grocery store. But...
Customer Relationship Management and the call centers
Tutorials/exercises - 60 pages - Management
Before we begin to examine the conceptual foundations of CRM, it will be useful to define what CRM is. CRM stands for "Customer Relationship Management." CRM is a business strategy and a collection of technologies that enable seamless coordination between sales, marketing, customer...
Analysis of how business companies can increase brand awareness and customer interaction through the use of social media
Essay - 3 pages - Political science
The arrival of new technology has raised a number of new issues for managers and leaders. The use of the internet is an unavoidable feature of today's business environment, as it can be very productive to companies. Email can be used as a very potent business tool, enabling business transactions...
A study on comparative analysis of customer satisfaction
Case study - 48 pages - Services marketing
Marketing is the business function that identifies customer needs and wants, determine which target market the organization can best serve, designs appropriate products, services and programs to serve these markets, and calls upon every one in the organization to “think and...
A study on customer relationship management
Tutorials/exercises - 58 pages - Business strategy
Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses, small and large, interacted with their customer bases. In the short term, however, it proved to be an...
Service marketing in multiplex
Case study - 110 pages - Services marketing
The magical word in cinemas today is - multiplex. It caters to the busy, fast moving and variety-loving consumer who wants more than just one film under a single roof. Multiplexes have become just a rage that most of the old cine complexes are converting to multiplexes. Cinema cannot be an...
Cover letter student service center's manager
Sample letter - 1 pages - Human resources
From Emerson College's human resources website, I learned of an opening as the Student Service Center's manager. I believe I have the knowledge, skills and training to succeed in such a position, and a desire to return to the Emerson community more valuable than anything else. I...
What is the impact of service in the fast food industry? (A comparison between McDonald and Burger King in Bergen city)
Case study - 16 pages - Services marketing
Through our course “Service Marketing and Management” at NHH, we got the idea of doing our own study to figure out the major differences of McDonald and Burger King in Bergen by examaning customers' different perceptions, expectations, satisfactions and loyalty towards...
Credit appraisal process and customer satisfaction on home loans with reference to ING Vysya Bank Ltd
Market study - 46 pages - Business strategy
The changes after liberalization and globalization process was initiated in 1991 had a significant impact on the financial sector. In India, housing finance segment has increased in the recent years. Boost to housing can rejuvenate the economy. The success of the housing companies in the market...
The policy of service at Decathlon
Case study - 26 pages - Services marketing
In France, Decathlon is the leading specialized distributor of sports and leisure. Its success is the result of the introduction of an innovative policy. The concept was to offer facilities for all athletes, from beginners to professionals, in all brands available under one roof. The company now...
Customer relationship management in banks
Thesis - 25 pages - Management
Customer Relationship Management (CRM) is at the core of any customer-focused business strategy and includes the people, processes and technology questions associated with marketing, sales and service. Simply stated, CRM is about finding, getting and retaining...
Financial services through non branch delivery channels
Case study - 42 pages - Finance
With more than 70 percent of financial system assets owned by the banks, the banking sector continues to be the most dominant force in the Indian financial system. However, with the growth in the economy being sluggish, banks can no longer afford to rely on ‘corporate banking' to...
Service operations management
Essay - 4 pages - Business strategy
The service concept which will be analysed throughout this report concerns the after-sales service of the branch Alcatel's Enterprise Solution Division. This branch of the French company Alcatel provides worldwide companies with solutions of telecommunication that include phones...
Role and importance of customer care department and market research
Thesis - 13 pages - Management
A customer is defined as any person with whom the business or the organization has dealings, which can be expressed in monetary terms. These dealings can either be exchange of goods or rendering of services. Customers are the lifeblood of every successful business, and...
Cash management services
Thesis - 19 pages - Finance
With the growing pressure on interest spread, banks are focusing their attention on the 'fee based' Services. The exponential growth in IT and Communications has helped banks in developing and delivering customer friendly products in the areas of Collections and Payments....
Consumer behavior in the services sector
Market study - 21 pages - Services marketing
This presentation will start with a look at the services marketing triangle. It will then explore the ways of using the services marketing triangle. it will then take a look at the scope of consumer behavior along with examining the consumers decision making process. It will then...
Customer retention in financial institutions (banks)
Thesis - 6 pages - Management
The customer loyalty program was first implemented by American Airlines in the United States in the year 1981. Today, virtually all airlines have adopted the customer loyalty program and is currently followed by other business sectors. Ever since the initiation of the...
Market research on customer satisfaction survey for Henkel (B2B)
Case study - 42 pages - Services marketing
This research was implemented to determine the level of Customer Satisfaction with Henkel Products and Services. It is a Business to business (B2B) research. The approach adopted for conducting the research includes surveys and personal interviews conducted in May 2008. Henkel deals...
