Brief Description Of The Negative Service Encounter Marketing Essay

Brief Description Of The Negative Service Encounter Marketing Essay In recent times call centres play a vital role in the service chain. Further they are the first point of contact for the customers. This invariably means that performance management is of prime importance to organisations with special focus on customer satisfaction. If organisations are not successful in providing value to their consumers, there will a long term loss for the stakeholders and so it is vital to pay full attention to them and adopt strategies to improve upon the services provided. In this report the way organisations rationalise and manage customer satisfaction in a call centre setting is explored. Out of many things revealed it is crucial to note that current measures of performance are often counter-productive to reaching customer satisfaction. An attempt has been made to review customers purchasing, its after sale services and other related factors through which they feel satisfied and follow it up with recommendations to improve the same. Many call centres consider that operating procedures such as call extent are pointers of customer satisfaction Evidence indicates that they are not; they are only measures of proficiency, which in turn is seen as basis of commercial performance. Most call centres seem to miss the important link between employee satisfaction, service quality, customer satisfaction, and profitability. Formal Introduction: The Saudi Telecomminicaiton (STC) group offers mobile network, fixed land line and broadband communications facilities to more than millions of customers across the world. In the last few years, STC underwent a massive expansion plan across the world. Further, it formed a network of businesses and investments in a number of countries including Asia and Africa. Out of many international customers it has its presence in Kuwait, India, Indonesia, Malaysia, Turkey, South Africa and Bahrain. Background: STC services are divided into three broad categories: Jawal (mobile network), Kitaf (landline  network), and  Internet services. Call centres are changing the way companies communicate with customers and are a strategic asset in delivering exceptional service quality. Companies that focus on customer loyalty are increasingly using their centres to differentiate their product or service offering and drive customer satisfaction. (Miciak et al, 2001) STC  is the only provider for telephone lines in  Saudi Arabia. For this reason customers have to pay two fees, one to  STC  for activation of the  ADSL  service across the telephone line, and a second to an  ISP  to provide Internet service across the  ADSL  line.  STC  has been highly criticized for their service in providing  ADSL  access as customers had to wait many months to receive ADSL service on their phone lines. Out of the many reasons considered for their service being unpopular the major reasons are the excessively expensive prices and unable low-quality service. In few countries its services have been refused due to lack of experience, unprofessional staff, and outdated usage of equipment. Module 4: It is important to have an extraordinary customer service to materialise a deal. When customers are not made to feel important, welcomed or wanted they would not prefer to invest their time and money into a product. This requires a good knoweldge of correct forms of customer service and detail knoweldge of service marketing. It seems as though the lack of good customer service in the telecommunications industry is leading to people withdrawing from purchases and contracts.  Ã‚  The youth are more likely to leave their service providers behind, compared to older customers who are more set in their service provider ways.  However with the upsurge of social media and improved consumer awareness, the cost of customer frustration is sizeable. Parameters to judge the customer satisfaction in the above case. The figure clearly depicts the customer expectation in terms of service offerings. It shows the parameters on which the customer bases the services and these are the major fail points where the organisations is not able to stand up to the customers expectations. The lesson is clear. In order to turn first time customers into repeat customers and repeat customers into lifetime customers, you need to ensure every call is handled efficiently and politely. You need to be different-and better-than the average contact center today. Brief description of the negative service encounter While recalling the service of STC it is disappointing to state that the waiting time was over the phone was too long and at times the maintenance problem would take more than 24 hours to resolve. The complaints used to pass through a long hierarchy. Travellers used to suffer a lot due to bad connectivity and most of the time the connectivity used to be very weak. No satisfactory explanation was provided of new services when a customer gives a call, instead he is directed to check it online. Module 5: Customer service is perceived as most important, even more important than product value while deciding on customer loyalty and behaviour while making a purchase. Customer service is, indeed, more important than perceived product value in predicting customer loyalty, the amount of money spent in the visit and the range of products purchased (Leung,2006). In this case the price of the services was not declared properly and many times the bill used to have many hidden charges. The invoice that used to come at the end of the month was far beyond the actual usage. The value of a product reflects the owner(s)/buyer(s) desire to retain or obtain a product. An individuals level of desire to retain or obtain a product depends on how much the product details and/or its performance agree with the value system of the individual (Neap, 1999) However the customers were quite annoyed since the service did not match its value outcome. Module 6: An IMC strategy comprises carefully merging and synchronizing the various fundamentals and tools of the communications mix to convey a clear and reliable message. (Hoffman et al, 2010, pp.169) In this case the organisation promised too much than they could deliver and and raised the expectations to unrealistic level. It should improve upon its communication pattern, which can be done through Module 7: An organisations exterior appearance, interior design and othe tangibles objects create a compendium that surrounds the service. (Hoffman et al, 2010, pp.201) The service scapes directly influence the organisms behaviour. Remote, self-service, the service settings ambience, overall expectations and emotional and mental state to moderators and environment are the major factors of it. However there was total neglect of sensory cues in this case. The organisation had not changed its interior and exterior design since last many years and the furniture and fittings looked very old and out-dated. Even the entrance gate was cluttered and the main board was rusted and not even painted properly. Module 8 The boundary spanning personnel are also the organisations personal representatives. They accumulate material from the surrounding and transfer it back into the organisation, and they also communicate with the environment on behalf of the organisation. ((Hoffman et al, 2010, pp.232) Role, client and interclient conflicts are the main sources of struggle. A service organisation must satisfy its workforces in order for customer satisfaction to become a unfailing reality and the venture made in this will surely pay off. The contingencies which managers should rate to their service organisations depends on the its business strategy, technology, its tie with the customers, the environment of the business and the type of leadership. The main characteristics of service leader are that they lead by example and inspire their service employees to deliver high levels of customer service. Service leaders are enthusiastic about doing the service right the first time. They value the goal of zero deficiencies, motivated continually to improve the consistency of service. (Zeithmal et al, 1990, pp.15) Module 9: The service encounter was not satisfactory in the above case due to the hindrance by the consumers in the exchange process. They were not effectively managed because the relationships were unhealthy due to long waits and dissatisfaction in compliant solving. Eight principles of waiting are given to minimize the customers frustrations related to long waits. A customers degree of satisfaction with waiting or with the service received in its whole is reliant on on the actual performance of the delivery system, the customers anticipations regarding that performance and the customers sensitivity of the service encounter.  (Mark M. Davis, Janelle Heineke, pp.21 34, 1994) The ultimate way to handle difficult customers as stated by Peppers Rogers is through exceptionality. Every relationship is different. The organisation must be prepared to participate in different exchanges, remember different accounts and engage in different behaviours towards different customers. (Peppers D Rogers M., Managing Customer Relationships: A Strategic Framework, pp.56, 2004) Recommendations: For delivering customer service it is increasingly important to focus on Call Centre performance. The performance should not be judged in isolation from the whole organisation. It is vital to note that they are not disconnected procedures with an unsociable mission of bringing down costs. They form a fundamental part in delivering of services and contribute to the value chain. Therefore, the performance measures of call centres need to reflect the strategic direction of the entire organisation. A more balanced approach to measuring performance based on strategic objectives is valuable, especially if visual representations of service delivery and value creation are used. This facilitates easy communication of overall performance and puts productivity aims in consideration. Best practice seems to lead and the following areas of performance as well as their consumer satisfaction increases when companies meet four key needs: proficiency, suitability, positive commitment and customization.   The following measures help to track quality of call centre service. (Feinberg et al, 2000) At the outset by reducing the average speed of answer, followed by the time caller is in the line for answer. Subsequently the percentage of callers or abandoned the call prior to answer should be analysed. Further the average work time after call needs to be speeded. The service for customers who receive call block message may also be improved. Lastly the organisation needs to develop a professional attitude in its functioning and make the customers feel appreciated.

The New Deal :: American America History

The New Deal The New Deal was a political and social plan that was the presidential campaign platform of Franklin Delano Roosevelt. Although Roosevelt was very vague about what it was and actual measures to be taken while running for president, the New Deal was the shinning hope for many Americans who had lost their jobs or were living in poverty. After the United States had plummeted into the greatest depression to face this country while Herbert Hoover lead the country, many voters were looking for anyone with a promising plan and a bright outlook. As banks closed and unemployment rates soared, Roosevelt promised a balanced budget, and spoke of Hoover's rash and excessive spending. The election of 1932 was a landslide in Roosevelt's favor, and he quickly took over as soon as he began his term. Roosevelt called a special session of Congress lasting from March 9 until June 16 in 1933. Roosevelt began to put his "New Deal" into action. With a democratic majority in Congress on his side, Roosevelt churned out legislation rapidly from the generally sluggish machine of Congress. Banks had been closing all over the country due to frightened citizens withdrawing all of their money. In order to increase trust in them, Congress passed the Emergency Banking Relief Act of 1933, which allowed the government to reopen closed banks, and regulate banking and foreign exchange. The Glass-Steagall Banking Reform Act was later passed in order to form the Federal Deposit Insurance Corporation, insurance to civilians for their banking deposits up to $5,000, which was later raised. These to bills encouraged the public to once again trust their banks, and to deposit money in the banks instead of hiding it "under their mattresses." Compared to the more than 4,000 bank failures of 1933, there were only 57 in 1934 because of these actions. The Agricultural Adjustment Act and the Home Owners' Loan Corporation were both formed to help farmers and other households with paying their mortgages, as well as helping the mortgage-holding banks to stay in business. The Frazier-Lemke Farm Bankruptcy Act suspended mortgage foreclosures for three years, and moved farmers with small amounts of poor land to better areas. Trees were planted in the deserted areas in an attempt to prevent soil erosion and block the wind. Moving on from this, Roosevelt decreed that all privately owned gold be turned in to the Treasury and to be paid back in paper money.

Saving Normal

What is normal? Normal, like the word love, has no true definition and will differ with every person you ask. Defined in the dictionary normal is â€Å"to conform to a particular standard† or â€Å"desired pattern†. I believe most people will say a normal person is one whom is free from defect, handicap and mental illness. Metallization is a social process through which a previously normal human condition whether is be behavioral, physiological or emotional, becomes a medical problem in need of treatment.For example, not long ago being a shy person, â€Å"being reserved or having r showing nervousness or timidity in the company of other people†, was common and something most people experienced at some points in their lives. However, now shyness is out the realm of normal and made it's way into medical books. A shy person may now be one who is suffering from â€Å"avoiding personality disorder† or a number of other anxiety-relation mental disorders that has to be treated with antidepressants. In Saving Normal, Dry.Allen Frances argues that a high percentage of people diagnosed with mental illness are actually normal. This widespread metallization of normality is leading to over-treatment and over-medicating of mental health issues. The biggest health threat that we face may be our health-care system. The Diagnostic and Statistical Manual of Mental Disorders, ADSM, has become the â€Å"bible† for physicists. It was first published in 1953 and since then has been revised several times. The ADSM is the go to guide for doctors, government and health insurers and also used in the law.Being the chair of the ADSM-IV task force, Allen Frances had the inside scoop on how the psychiatric community classified and defined mental disorders and illnesses. He then goes to explain how the newest edition of the ADSM causes people to be diagnosed and prescribed drugs when they actually don't need them. The ADSM-V has expanded criteria for diagno sis of certain mental or psychological conditions and added new conditions that redefine more people as having mental illness. Both of these issues lead to ‘normal' people being labeled as patients in need of pharmaceutical treatment.It is worrying that the decisions about ADSM-V categories are made by experts with financial ties to the industry that benefits most from a widened patient population. Having criteria that is too broad means that people who would do well without medication are being restricted drugs they don't need and may possibly be harmed by. The problems with over-treatment and over-diagnoses as they relate to mental health are alarming. For example, the widespread diagnoses of mental health conditions such as bipolar disorder, autism spectrum disorder and attention deficit hyperactivity disorders, is appalling.ADD used to be only diagnosed to a small percentage of children, but currently all matters of activeness and disruption a child shows in their classroo m is being initialized. Some kids, particularly boys, are by nature more active than other. Childhood has now become an illness, what now passes for ADD is nothing more than normal variation or developmental difference. Two-thirds or more of active kids who have been mislabel ADD suffer unnecessary stigma, reduced expectations and harmful side effects from the drugs they're on.Metallization has increased the profitability of the pharmaceutical industry. Before you sell a drug you have to sell an illness. Therefore pharmaceutical companies now not only market drugs, but also they market illnesses as well. As relating to ADD, the misleading marketing by drugs companies to push their pills plays a big role in kids being assailable and mistreated once parents or educators view these advertisements. The rate of ADD in the United States has tripled to an inflated 11%. While the sales of ADD medications are approaching a profit of $10 billion a year.As Frances believes the biggest person w ho is responsible for diagnostic inflation is Big Pharmacy.. As soon as the drug companies were able to direct to consumer marketing, advertisements now convinced people that they had some type of mental illness. This resulted in them asking their doctors, mostly primary care physicians who have little raining in psychology, about a variety of prescription drugs. The doctors, whom are easily influenced by the young, sales representatives, are given free samples from drug companies which further pushes the prescribing of expensive medications.Primary care doctors prescribe 80% of psychotropic drugs and as mentioned prior have little training and/or little interest in psychiatry; in addition they spend little time actually evaluating symptoms. A majority of these doctors tend to favor pill solutions and some even build their practice on becoming known for passing out restrictions for whatever the patients wants. A consequence of diagnostic inflation leads to an increased cost for unne cessary drugs and psychiatric treatment.Americans are now spending billions of dollars on psychiatric medications but according to Frances â€Å"We are ignoring the people who have severe psychiatric illness; so that, one-third of people with severe depression see a mental health clinician, two- thirds don't. Two-thirds of people with severe depression get no treatment at all. At the same time, we're way over-diagnosing people who have milder problems that would get better on their own. Diagnosis can cause more harm than good when not really needed. We are over-treating those who don't need treatment, while neglecting those who do.The ADSM-5 medicals things that happen in everyday life, which makes the pool of normal a small puddle. In ADSM-5 normal grief become â€Å"Major Depressive Disorder†; forgetfulness due to old age is â€Å"Mild Unrecognized Disorder†; temper tantrums are â€Å"Disruptive Mood Desegregation Disorder†; gluttony is â€Å"Binge eatingâ⠂¬  and the symptoms for adult ADD most adults will qualify for. As many people are told they are sick, fewer people are being told they are well. This causes an epidemic of diagnoses and creates the impression we live in a sick society.Metallization may lead people to mistakenly believe that they should feel normal all the time despite the life stresses, worries or disappointments they may be going through. This may cause them to think that they have some type of mental illness that needs treatment when they are Just experiencing regular events or feelings that may people have. While these â€Å"normal† people are given ample treatment, this leaves those in actual the need of psychiatric help neglected. We have become a pill popping society. The misuse of legal drugs has now become a bigger public health problem than the use of street drugs.Emergency room visits for overdose on prescription drugs is more frequent than for street drugs. Prescription drug mortality rate is 16 ,000 deaths a year which is more than heroine and cocaine death combined. Frances states our country is spending far too much on unnecessary and often tyrannically harmful health care and far too little on education. Referring back to ADD in children, a large sum of money is wasted on the expensive ADD drugs that would be better invested in smaller classroom sizes and more facilities for physical activity that allow hyper-active children to blow off steam and wear their hypnoses out a little.There should be a better way of understanding and handling normal difference in one's activity, we shouldn't be spending so much money on medical treatment and exposing children to stimulants which have serious long-term side effects. Psychiatric treatment can be very efficient and effective when practiced correctly within appropriate boundaries. Failing diagnoses can result in a lawsuit, but however there are no consequences for over-treatment and over-diagnosis. Diagnostic inflation leads to i ndividual harm and high costs, both economically and socially.Because multiple powerful forces are promoting diagnostic inflation, it will most likely be hard to change it but education is key. People should be educated on disease mongering and be more skeptical and not eagerly believe what experts say. We can learn from Hippocrates rules of thirds: 1/3 gets better on their own, 1/3 don't respond to treatment and 1/3 really benefit from it. Medical experts should make it their goal to be able to tell them about and those who can benefit should be the only one's treated.

The Concept of Federalism in the US - 1083 Words

Federalism Paper The concept of Federalism in the U.S. has experienced a lot of progress through time and it is presently considered to have a positive impact on the country as a whole and on the way that states govern themselves. Even with this, education has always been a field that Federalism focused on, considering that it emphasized the importance of government involvement in the way that education is provided. There is actually much controversy regarding this topic, as even though contemporary federalism promotes the importance related to states governing themselves, it is also dedicated to having all individuals in the U.S. experience little to no problems in their attempts to become educated. Federalism today is very different from how it was in the past but it is difficult to determine the exact extent to which it experienced reform because of newer policies that seem to act in disagreement with attitudes taken several decades ago. Significance of Federalism In spite of the fact that Federalism has concentrated on providing state authorities with more power in the recent decades, conditions are different when concerning education, as in the area of education policy, there seems to be a trend toward growing federal influence (Ryan, 2001). The 1989-1993 Bush Administration put across particular interest in making education something that could primarily be controlled by state authorities. Moreover, the Republican Party actually wanted to abolish the U.S.Show MoreRelatedFederalism in Usa1172 Words   |  5 Pagesexamples of how federalism has evolved from its origins to the American political system in place today Top of Form | | Bottom of Form 2. Examine three to five (3-5) factors that have allowed the concept of federalism to shape American political behavior 3. 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