Customer Complaints A Of Life And A Part Of Doing Business

Customer complaints are a fact of life and a part of doing business. You can never make everyone happy all of the time, but an organisation must have procedures in place based on organisational policies, legislation and/or codes of practice for processing complaints in an attempt to make the customer happy. You must be aware of these procedures and follow them. A good organisation does not hide from complaints, it: †¢ Is open to receiving a complaint †¢ Knows how to deal with a complaint †¢ Is happy to deal with the complaint †¢ Uses complaints as a learning exercise †¢ Follows procedure and works within legislation and codes of practice A company that hides from a complaint avoids the opportunity to resolve the complaint, which reduces the†¦show more content†¦Look at alternatives you can offer, use any discretion you have to provide a solution. Give the customer the range of options available. Once the customer has chosen an option they are happy with, the next step is to follow up and ask them if everything is satisfactory. A loyal customer can be gained by simply making sure they feel like their complaint was dealt with professionally and fairly. Learning from complaints is critical. Every complaint that the organisation receives is an opportunity to evaluate and maybe do things better in the future. Good organisational complaint processes allow the organisation to make positive changes to the way that it does things. Legislation Every industry is covered by legislation. They will have their own codes of practice and these are developed to meet the standards of the legislation. They do have variations, usually in excess of basic requirements. There is various state and federal legislation governing sales in Australia to protect the rights of consumers which also imposes conditions on them in terms of their behaviour and expectations. Within each industry there may be a particular or special conditions and these should be reflected in the organisation’s procedures. Customers can return something: †¢ For a refund of the monies paid; †¢ For repair of the goods or replacement of the goods if the goodsShow MoreRelatedCompetitive Advantage of Store Design and Customer Handling in Retail1380 Words   |  6 PagesCOMPETITIVE ADVANTAGE OF STORE DESIGN AND CUSTOMER HANDLING IN RETAIL STORE DESIGN Good design creates the vital difference in today s competitive marketplace. Successful companies use design as a powerful tool in their marketing strategy by making better products and building a strong retail identity. Design creates a better environment at the workplace and projects the organizational image. Good design offers many benefits - a vastly improved quality; a defined statement of identity; anRead MoreCdp Part I1582 Words   |  7 PagesRunning Head: Career Development Plan Part I University of Phoenix Robert Bernard HRM 531/Human Capital Management Job Analysis Sales and Solutions Sales Promotion Representative: Persuades customers to use sales promotion display items of wholesale commodity distributor: Visits retail establishments, for example department stores, taverns, supermarkets, and clubs to persuade customers to use display items to promote sale of company products. Delivers promotion items, for exampleRead MoreEvaluate and Report Customer Service1202 Words   |  5 PagesEVALUATE AND REPORT CUSTOMER SERVICE Successful business depends on Customer Service. It is essential to understand that every employee is involved in customer service. Everyone in every organization is a customer of some kind. 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Due to the vehicle defects within the past year, top management will be forced to plan with three task factors in order to successfullyRead MoreHrm- Training Need Analysis1633 Words   |  7 PagesThere are so many ways for conducting a Training Needs Analysis, depending on your situation. One size does not fit all. Is the purpose of the needs assessment to: lead in to a design of a specific purpose improvement initiative (e.g., customer complaint reduction) enable the design of the organization’s training calendar identify training and development needs of individual staff during the performance appraisal cycle †¦ and so on and so on. In clarifying the purposeRead More Effective Written Communication Essay1590 Words   |  7 Pagescompany morale, and ultimately result in an increase in business profits. According to Dr. William C. Byham,â€Å"the successful organizations will be the ones best able to apply the creative energy of individuals toward constant improvement† (5). Yet, constant improvement is a value that cannot be imposed upon people. It has to come from the individual. The only way to get people to adopt constant improvement as a way of life in doing daily business is by empowering them. Empowering employees definitelyRead MoreThe Top 2015 Best Companies For Multicultural Women1420 Words   |  6 Pageslevel, employee’s benefits and perk packages, but also for their business philosophy, ethics, moral standards, and their business vision. Procter Gamble is a company that was named one the top five companies for multicultural women to grow, giving women of color and minorities the opportunity to excel in the corporate world (Working Mother Magazine, 2015). Proctor Gamble, also known as PG, is a public trade company and is also a part of the â€Å"SP500† companies. Their headquarters is located in Cincinnati

Different Style, Diffrent Register - 2883 Words

Written by: Mukhlash Abrar Different Style, Different Register? Essay question: Does style influence register or register influence style? Language is an interesting topic to discuss. Basically, Language is defined as a system of communication by sound, i.e., through the organs of speech and hearing, among human beings of certain group or community, using vocal symbols possessing arbitrary conventional meaning.[1] It means people use language to communicate and socialize among them. Language can be studied internally or externally. Internal discussion of language encompasses the structure of language such as phonological, morphological and syntactic structures. External discussion of language, on the other hand, discusses about†¦show more content†¦The notion of register presents the interface between the use of specific code and a particular configuration of situational variables. One way of pinpointing a register is to identify a communicative event along the dimensions.[11] Halliday distinguishes three general types of dimension: ‘field’, ‘mode’ and ‘tenor’.[12] T he three dimensions will be discusses point by point. The first point of dimensions is ‘field’. Field is social setting and purpose of the interaction.[13] Moreover, Hudson stated field is concerned with the purpose and subject-matter the communication.[14] From the two opinions, it is clear that ‘field’ deals with the purpose of interaction. In the case of an academic article in a professional journal, for example, the field should be the subject matter of the article, and the purpose in publishing it would be to spread the argument and ideas among academic colleagues.[15] The second point is ‘tenor’. Tenor depends on the relations between participants.[16] In addition, Stockwell mentioned that tenor refers to the relationship between the participants in the event.[17] For example, when a student is talking to a teacher, an offender to a police officer, an office worker to a superior, or a

Case Study of Tencent’s E-Commerce Strategy - 1327 Words

Case study of Tencent’s E-commerce Strategy Executive Summary Tencent’s E-commerce strategy didn’t work well. The company’s core business is QQ which is an online instant messenger. All of tencent’s other business will be rolled out base upon the QQ. They want people who use QQ can also shop online easily. So they made the strategy according to that point. They developed E-commerce websites which made no difference with Taobao and Tmall but didn’t make them to success. Why does this happen? What’s Tencent’s strategy? Introduction As Tencent announced to take 15% stake of JD.com[1], which is the largest online retailer of China, in March 2014, it also implicated the failure of Tencent’s previous e-commerce strategy. In the†¦show more content†¦At that time, most of the Internet companies focused on one area and entrenched their positions continuously until they gained the dominance in their battlefield. Tencent grew up in this competitive environment and started from QQ which is still the core business of it today. The target users of Tencent QQ are young netizens, a crowd which are willing to try new experiences and want to express themselves. The QQ provides a platform for these young men and they quickly accepted this new thing even in rural area of China. Now Tencent QQ is the most popular instant messenger platform in China that owns more than 2 billion registered users and the number of users simultaneously online has sometimes exceeded over 200 million in 2014[2]. This basic service is for free. However, huge numbers of people on QQ delivers great amount of traffic, which also brings business opportunities to Tencent. As expected, Tencent made great effort on taking advantage of those tons of traffic from two aspects. 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Datastor Company’s Quality problems and Their Solutions

Questions: Has DataStor Company had a quality problem (4 returned shipments in 20 days)? Can the problem with unaccepted shipments simply be caused by random variation? What evidence leads you to your conclusion? Attach supporting evidence from your data analysis. (Hint: you need to think about the following probabilities)? Answer: First of all, we have to draw the control chart for checking of the quality of the product. We have to use the xbar and R control chart for this purpose. We have to observe this xbar and R chart and we have to check whether any product below the lower control limit or above the upper control limit. The control chart for product of DataStor company is given as below: The above xbar shows that process is in statistical control. R chart also shows that the points are within statistical limit but there is a specific pattern and almost observations in the R chart is below the Rbar line. If the DataStor DS1000 hard drive production process at DataStor Company is in control, what percentage of the drives produced would be considered in nonconformance by Four-D? Solution: If the DataStor DS1000 hard drive production process at DataStor Company is in control, this means, all points are within 3sigma limits. Then we know that the probability or percentage of the drives produced would be equal to 0.3% approximately. If the DataStor DS1000 hard drive production process at DataStor Company is in control, how often would shipments be found unacceptable by Four-D? Solution: If the DataStor DS1000 hard drive production process at DataStor Company is in control, then there would be 3 in 1000 shipments found unacceptable by Four-D. What is the probability of four rejected shipments in the past twenty days assuming that the process has been in control all this time? Solution: If the process is out of control, then product will be rejected. But sometimes process is in statistical control but product or shipments will be rejected. This is due to specific pattern in xbar or R chart. The required probability is given as 0.003^4 = 0.000 approximately. Why were the defective products not detected before the shipments?How can the problem be fixed? Solution: The defective products are not detected before the shipments because total numeration of the product is not possible. Census inspection is very costly and for avoiding this cost, the method of random sample for quality check is selected in the company. So due to this reason, the defective products not detected before the shipments. If the problem with unaccepted shipments is due to an increase in drive nonconformances at DataStor, when were the low quality products produced (e.g., weeks,shifts)? What evidence leads you to your conclusion?Attach supporting evidence from your data analysis. Solution: For supporting this evidence, the R chart shows the specific pattern and thats why the process is out of statistical control. For statistically control process we need the random pattern of sample points within the control charts. We need to find out exact reason behind this by analysing the data. We draw the control chart for the PDQ on the basis of shifts. So improvements in shift pattern is necessary for gaining more quality for the product.