think back to an experience you have had with poor customer service from an organization.
Whom did you blame for it? Do you know anything about the design of the organization involved? Do you think it was the fault of the individual(s) involved or could the problem have resulted from a poorly designed system? Would what you have learned in this Unit change your reaction to receiving poor quality service? How?
Customer servive/support is all about providing value for customers and helping them solve the issues they have with the products or services being rendered. Recieving a poor customer service from an organization cannot solely be the responsibility of just an individual who has provided it. While people are likely to blame individuals for quality service problems, organizational structures are often to blame. In general the quality of servive provided in any organzation depends on four main elements which are 1.Quality planning 2.Quality Assurance 3.Quality control 4. Quality improvement. Failure of adhering to these basic principles can effect the quality of serivce provided by the organization. For example, a author recieved a bill from a service provider. As per the agreement with the service provider the bill should not have been sent and the people who sent the bills were not aware of the agreemnet as they were in a different office from the actual service provider . This would have lead to a situation where in the service provider or billing staff would have been blamed however the organization is at fault. You may have a good test management process planned and tool to ensure the effectiveness of your testing, however the test management alone will not ensure the customer satisfaction. Total quality mangement is a way to not only delivering high quality products and services but also to achieve higher customer satisfaction levels.
think back to an experience you have had with poor customer service from an organization. Whom...
Think back to an experience you have had with poor customer service from an organization. Whom did you blame for it? Do you think it was the fault of the individual(s) involved or could the problem have resulted from a poorly designed system? Would what you have learned in this chapter change your reaction to receiving poor quality service? How? What would you recommend to improve the system going forward? Make sure your answer begins with an introduction and ends...
Think about a time when you were at a healthcare facility and received poor customer service. How could your visit have been better? What would have made you feel more comfortable? Did the poor customer service you encountered affect your decision to return to that healthcare facility? Please explain your reasoning.
Think of a company with many customers with whom you have had experience. Based on what you know and have experienced with that company and their many customers, reflect on whether too many customers create a scenario where the company commits to being all things to all people, thus causing the company to potentially compromise its strategic success. What suggestions could you offer them to improve their strategy?
Describe one experience you had with a poor quality product or service. Refrain from naming actual people, businesses or products. Then state briefly which quality assurance principle, concept, or approach might have helped prevent or improve the situation. A one or two paragraph answer is sufficient.
Think of a time when you felt you received poor verbal or non-verbal customer service. Situatuion : I went to the hospital with a complaint of abdominal pain that had lasted longer than 2 days. I had a prior appointment for 6 p.m. I reached the medical facility on time and was expecting to be treated soon. At that time I was asked to wait for a few minutes. The minutes turned into hour and no staff member provided me...
Please describe for us a specific service experience you have recently had. If it was a good or poor experience, how did you feel? Did the way you were treated affect your decision about whether to return to the business?
Describe a customer experience you have had seeing a food handler with poor personal hygiene. Please address the managerial role in maintaining a hygienic environment.
Other Discussion Questions If you have been involved in a benchmarking exchange, please share your experience. Do you think benchmarking code of conduct is necessary? Why or why not? Do you think the benefits of benchmarking out-way its costs? Why or why not? Review and comment on other submissions. Cost of Quality Analysis The ABC Company has collected the following cost data for the year: Receiving Inspection $ 15,232 Production Scrap $ 32,150 Rejected Products $ 6,200 Product Design...
Describe 1 customer service experience you have had in the past, (a negative one ). What made the negative experience bad? What would you have done differently in the case?
eco me very stressh. Think of a time when you had deadline and your co workers were not being helptul. How did you respond in that situation? 。1didalmost all the work and taked poorly of my coworkers to others. b ) 1 stopped working and let someone else take the lead. c O Iraised my voice a little and told my coworkers what needed to be done. d O Ihave never worked on a project with a deadine You are...