Exam Paper Customer Service Example

4. Control – When handling a customer you have to be in control of every situation that you are stuck in.

This course focuses on services management in general and service operations in particular. It explores the elements that unite services, that differentiate service processes from non-service processes and that differentiate various types of services from each other. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting

Step3: Making a hanging loop. Using the piece of suede you left, shape it into a loop that is vertical from the top. Keep the loop in place, use the end of the string to make a not at the base. Pull until completely tight, and use scissors to cut off the last piece of left over

Factors such as recognition, achievement, advancement, and growth can trigger motivation. They call these factors motivators. Motivators, such as salary, working condition, status, and security are called hygiene factors, which tend to eliminate dissatisfaction" (Robbins, 1996).

Section 1 – Understand the factors that affect an organisation and the customer service role

Effective service delivery (include: delivering service on time, delivering service on budject, dealing with difficult customers, handling and resolving complaints)

* Where difficult customer behaviour may arise and where it would be considered a risk

product/ service bundles to meet customer needs. How can they do this and how can

Herzberg showed that to truly motivate an employee a business needs to create conditions that make him or her feel fulfilled in the workplace.

Herzberg describes the main problem in business practice is, 'How do I get an employee to do what I want him to do' (1991, p.13) Motivation is a word that is used to describe how eager a person is to complete a task. 'Motivation is the set of processes that arouse, direct and maintain human

A) What elements of the different motivation theories (Herzberg, Maslow, etc) might be relevant in this change process?

Herzberg, a pioneer in motivation theory, determined that there are two factors that motivate employees: high-order needs and low-order needs. Those high-order needs are met by intrinsic motivation, such as fulfilling our personal needs and growth: achievements, recognition, promotions, work itself, and responsibility. He refers to low-order needs as hygienic factors; those needs cannot motivate employees but can minimize dissatisfaction in the work-place. Hygienic factors include, pay, company guidelines, quality of supervision, working conditions, relationships with co-workers, and job security (Damij, 2015, p.2).

Herzberg’s two-factor theory Psychologist Frederick Herzberg developed a ‘two-factor’ theory for motivation based on ‘motivators’ and ‘hygience factors’. Hygience factors are basic human needs at work. It do not motivate but failure to meet them causes dissatisfaction. The hygience factors

1. To identify the causes and effects of having insufficient motivational stimulus/stimuli within a workplace (in connection with McClelland’s drives, Herzberg’s two-factory theory, and Expectancy Model of Motivation).

We have learnt from Servicer Strategy that service means to provide guidance on design, and how to implement them according to the needs of the customer. From the service lifecycle Service Design comes after the service strategy (Annexure A). The service design is not limited to new services, but also to old services which are need to improve the service design which are necessary to maintain the value to customers. The main objective of service design is designing an innovative idea or to change an existing design into a live environment. To change a design or to implement there are several requirements. These requirements are taken from the service portfolios and they are analyzed. There are teams which will indulge in this process and