Chapter 1 The importance of MIS Case study: The Amazon of Innovation Answers: 1-Collaboration is the activity of two or more people working together to achieve a common goal, result, or work product. People who collaborate develop ideas and plans with others. A critical aspect of effective collaboration is the ability to provide and receive critical feedback. Amazon collaborate maintaining track record of successful and continue innovation, every year they add a product lene to their services tht way the employees can acconplish more than they could in their own, and in an atmosphere that encourages thoughtful and fearless critiques, the employees’ ideas can be refined and honed into “winning” ideas. Amazon’s successful innovations demonstrate that this is occurring.
Their employees are very good at what they do; they perform their tasks in a timely fashion, and work efficiently and effectively to get the results that they promise their clients. On their website, you can find a long list of satisfied customers and their specific comments that they have left for the company. Since J.L. Nick offers a wide variety of services, the comments praise the company and its employees in terms of conducting consultations in a very timely and professional manner. Their clients have been very impressed when they worked with the company to help them through transitions or when they assisted in helping an employer recruit potential employees for various positions.
Customer satisfaction surveys and focus groups are two popular methods for listening to customers. Customer Satisfaction Surveys Research indicates that independent customer satisfaction surveys are the first step to measuring your organizations ability to meet and exceed customer expectations for service. It is the most common best practice tool that is used by organizations to capture customer feedback. Focus Groups Listening to your customers in direct feedback sessions is another best practice and when utilized in conjunction with customer satisfaction surveys can be a very powerful communications tool. Focus groups provide an opportunity to strengthen customer ties by forming stronger one-on-one customer relationships.
| | | | | * Question 3 10 out of 10 points | | | The following are potential consequences if you default on your loan: | | | | | Selected Answer: | All of the above | Correct Answer: | All of the above | | | | | * Question 4 10 out of 10 points | | | When planning your week, the first thing to consider about each activity that you're scheduling is its ?priority? level. | | | | | Selected Answer: | True | Correct Answer: | True | | | | | * Question 5 10 out of 10 points | | | The first two steps to managing your student loans are: | | | | | Selected Answer: | 1) Complete an exit counseling session? 2) Print a copy of your loan and lender information | Correct Answer: | 1) Complete an exit counseling session? 2) Print a copy of your loan and lender information | | | | | Sunday, August 10, 2014 3:27:14 PM EDT OK Chapter 4 test * Question 1 0 out of 1 points | | | Which of the following statements is not true regarding goal setting?
Customer Service Plan for ‘Innovative Widgets’ a. Vision and Mission of Innovative Widgets Vision: In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations. Mission: The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience. Innovative Widgets defines customer service as any activity provided by an Innovative Widget employee that enhances the ability of a customer to realize the full potential value of an Innovative Widget product or service before and after the sale is made, thereby leading to Customer Satisfaction and repurchase. b.
Assessment Task 1- Innovative Widgets Customer Service Plan Vision and Mission Statement: Vision- is to improve the performance of team members in all areas of the business. Mission- To set up extra training and moving team members around the store to train in other areas of the business, this will improve their confidence and knowledge on selling different products. Product standards that include: Dimensions- Widget size 6mm products are the most returned item in the store. This needs to be investigated thoroughly and needs to be adjusted. Tolerances- checking the settings on the machines should show if there is any variances.
Identify four interpersonal skills desirable in a customer service deliverer and why they are useful. (IE1, CT1) |Skill |Use | |Team Working Skills |Having to work as a team, this is useful as it makes the company run smoothly | |Telephone Skills |Making sure you're talking in the correct manner on the phone, this is useful as| | |it leaves the customer satisfied | |Personal Development |This is useful as it lets you know where you are, and where you have to improve | |Listening Skills
People *Hire enthusiastic sales people. Focus on their backgrounds, experiences, hobbies, interests, and ability to talk to customers to then grasp their needs. *Develop excellent after sales service. Deliver good advice. It involves training for product knowledge, and developing brand awareness.
(SOURCE: http://www.diageo.com/en-row/ourbusiness/Pages/History.aspx) VALUES • “Passionate about customers and consumers” the company is ever trying to gain more and more knowledge about customer behaviour and consumer tastes and preferences, by the way of market research and surveys. • “Freedom to succeed” fostering and entrepreneurial spirit, the company has always welcomed new ideas and challenges. It encourages a team work, on or off the work! • “Proud of what we do” enjoying the benefit from diversity as the company has its wings
Customer service is something we do for customers that improves the customer’s experience and that happens before, during and after a purchase of services or products. According to Harris (2010) customer service is essential to any business because it will guarantee that the customer will give you good feedback and with that you will have a great reputation. Great repetition of the business will make for more business by new customers, and will keep your older customers returning. Another reason it is important is because customers are key to your company’s success. A positive customer service experience I have had personally was when I called my credit card company to dispute chargers.