| Papers [1-15] of 100 :: [Page 1 of 7] | | Go to page : 1 2 3 4 5 6 7 —> | Search results on "FIREFIGHTING ORGANIZATIONAL STRUCTURE CUSTOMER SERVICE": |
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Firefighting: Organizational Structure and Customer Service, 2006.
An analysis of the past, present, and potential future organizational structure of fire departments in America.
2,069 words (approx. 8.3 pages), 6 sources, MLA, $ 65.95
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Abstract
The paper reviews the history of firefighting in America, focusing on the growth of camaraderie among firefighters and the changes in organizational structure. The paper discusses the differences in communications between departments caused by logistics, such as the presence or absence of a 911 system. It compares the structures of volunteer and career departments, and how staffing differs. The paper identifies other areas of customer services offered besides the fighting of fires, such as emergency medical services. In conclusion, the writer extrapolates that there may be changes in the future of fire departments' organizational structures to accommodate increased demands for customer service.
From the Paper
"The formal organization of fire departments began just before the Civil War and then recommenced after the war was over. This is one reason why the leadership hierarchy of fire departments is similar to the military. Many of the ranks are the same as in the military and the terminology (e.g., rank, command, unit, battalion) is the same. The structure of fire departments did not change much as some departments first became paid departments. The structure of command was already in place and was not altered simply due to compensation now being paid. Over several decades of paid departments being managed by government entities, some structural changes have occurred in the paid departments. Certain functions, such as hiring, and budgeting have been removed from the individual fire stations, but the chain of command stayed virtually unchanged from a century before. This hierarchy provides for a continuity of leadership when responding to calls, no matter who is on duty."
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Books about Customer Service, 2008.
This paper compare two books "The Myth of Excellence" by F. Crawford and R. Mathews and "Branded Customer Service" by J. Barlow and P. Stewart, which address the complex customer service issues.
1,550 words (approx. 6.2 pages), 2 sources, APA, $ 50.95
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Abstract
This paper states that Barlow and Stewart's "Branded Customer Service" does an adequate job of exploring the relationship between customer service and branding; however, Crawford and Mathews' "The Myth of Excellence" is a much more insightful and provocative study of advanced service management today. The author points out that Barlow and Stewart state that, in order to add value to a brand, the modern business enterprise must focus first and foremost upon customer service. The paper relates that Crawford and Mathews study the importance of customer service from not only a business perspective but also a cultural, social and psychological context. The author stresses that the central concepts of Crawford and Mathews are the values, which they argue, consumers are seeking in their relationships with modern businesses: clarity, ease, certainty and trust.
From the Paper
"Consider, for example, the common business practice of "high-low" pricing to sell new inventory at a higher price, and they radically discount it at sale prices later. The authors note that consumers began to become "suspicious" of this pricing strategy in the 1960s so that today: "The real problem with the traditional high-low method of pricing is that consumers simply don't trust it. They don't feel they're being rewarded at the lower sale price but, rather, that they're screwed at the higher regular price." The authors use this insight to explain the extraordinary popularity of the Every Day Low Price philosophy of the most successful retailer on the planet: Wal-mart."
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Successful Customer Service, 2005.
This paper discusses efficient and successful customer service and provides a book report of 'Raving Fans: A Revolutionary Approach to Customer Service' By Ken Blanchard.
675 words (approx. 2.7 pages), 1 source, $ 26.95
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Abstract
In this paper, the writer discusses that in making adjustments and adaptations to the particular business environment, the Area Manager has learned how to process customer service with the success and reliability that consistency offers. The writer points out that this is the final premise of 'Raving Fans: A Revolutionary Approach to Customer Service' by Ken Blanchard. The writer looks at how Blanchard presents a plot related to developing success and consistency in customer service relations in the business community.
From the Paper
"This book report will evaluate and understand customer service in 'Raving Fans: A Revolutionary Approach to Customer Service' By Ken Blanchard. Through realizing the three aspects of vision, customer needs, as well as incremental steps needed to apply these criterion in customer relations, Blanchard reveals the secrets of success for "Raving Fans" or customers. By analyzing the character of the golfer in relation to his fairy godmother, there is a storyline that reflects all of these principles in presenting a solid forum for customer service excellence. The first aspect of vision, is essential the lesson that the fairy godmother, Charlie, presents to an "Area Manager", whom she sponsors."
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Improving Customer Service Levels in an Organization, 2000.
An analysis of a particular company, looking at its customer service problems and suggestions for implementing an improvement to customer service levels in an organization.
1,925 words (approx. 7.7 pages), 5 sources, $ 61.95
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Abstract
This essay is written in an Action Plan format ?For implementing an improvement to customer service levels in an organization?; and it comprehensively covers all the necessary areas that involves Customer Service within an organization. The essay is based on an organization, where a lot of information is revealed about the organization to create a greater feel for its operations and employees: two organizational structures (before and after change are implemented) are also revealed. The problems are explained in full, and analyzed, strategies for change are created and an implementation processes is included.
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Customer Service, 2006.
A look at what it takes for an organization to provide good customer service and why it is important to a company's success.
2,262 words (approx. 9.0 pages), 4 sources, APA, $ 70.95
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Abstract
This paper explains that quality customer service is a key competitive advantage in today's marketplace and that companies that don't provide quality customer service will ultimately suffer for failing to do so. The paper also explains that in order for a company to provide the type of customer service that today's consumer demands, customer service representatives and managers must master the skills and techniques needed to deliver uncommonly good service. Finally, the paper discusses what these skills and techniques are and concludes that their application will result in increased sales, better products, and improved business efficiencies for an organization.
Introduction
Statistical Results of Studies on Customer Service
Difficult Customers
Good Customer Service
Conclusion
From the Paper
"For many American consumers, it is difficult to live and work amid today's service economy. Almost everyone has a customer service horror story. It may be about the customer-service representative whose standoffish remarks ruined a long-held high opinion of a company. It may be the contractor for an expensive job who never finished the work or returned calls. At any rate, discontent with bad service is increasing in America according to experts, many of who attribute it to demands for speed in the Internet age, and a refusal to accept anything less."
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Customer Service Restaurant Management, 2002.
The paper describes the concept of customer service and how it relates to restaurant management.
2,007 words (approx. 8.0 pages), 2 sources, MLA, $ 63.95
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Abstract
The history of restaurant business reveals that policy making for customer service has been a painless effort, but attaining employee acceptance to the same for making it operational is the more challenging area. This impracticability of customer services? policies in restaurant management has led most strategies to failure from their initiation. This paper primarily describes the concept of customer service in restaurant management. Thereafter, it shows how the improvement of customer services in restaurant management depends upon the management?s and the employee?s approach towards each other, the establishment and the services. It also provides research findings on the subject and recommendations that can help improve customer service in restaurant management.
From the Paper
"The Industrial Era?s school of thought was established on the notion that employees were not at all bothered to provide quality service since they abhorred working. They were given directives like any automated machine is directed a set of instructions. With the exception of employee collapses that included wounds or ailment, tasks were reluctantly accomplished.
In most cases, restaurant managements decline to the ideology of the US Industrial Era wherein employees were regarded as a constituent of manufacture process, no different than any mechanized paraphernalia. Intentionally or unintentionally, they disregard the fact that implementation of all programs, policies and strategies though ultimately affect customer satisfaction, but revolve around the internal public of the restaurant organization."
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Countrywide Home Loans' Customer Service, 2005.
A paper on the superior customer service at the Countrywide Home Loans company.
7,064 words (approx. 28.3 pages), 8 sources, APA, $ 158.95
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Abstract
This paper is about Countrywide's ability to deliver customer value in the form of excellent customer service. The paper begins with a look at the division of Loan Administration Servicing, the arm of the company that handles customer service and, more specifically, the Department of Communications Compliance. The paper then explores many facets of how Countrywide delivers customer value not only is its services, but also in its policies, procedures, and actions, as these items are what make service possible. The paper also examines the organization's mission, goals, and objectives. In doing this, the paper looks at marketplace and strategy, operating practices, marketing approach, brand identity, informational infrastructure and technology, quality assurance procedures, customer relationship management, Countrywide's Global presence, and customer care programs. Finally, throughout the paper, strategy is discussed as it pertains to loan servicing and Countrywide's joint ventures.
From the Paper
"Early in a company's evolution much should be decided as a foundation for doing business. The nature of the company's business practices and product it represents defines the company's core values and basic spirit. It is important to establish this basis early on in order to build and nourish the business in a successful direction. Only then can a company enter into the market place with any real hope of remaining competitive. The beginnings of a corporation like Countrywide Financial Corporation better known as Countrywide Home Loans, early on were based on simple values and goals. What later would become corporate culture, defined the nature of doing business the Countrywide way. Effectively, it is the product of the home loan or mortgage that has created Countrywide's core value of customer service satisfaction. A home loan or a mortgage, although at one time paper, remains a non-physical product. It is the act of servicing the loan that becomes the product Countrywide represents, markets and sells to the public. It is this act of servicing the loan and the person who owns the loan that becomes the company's main business activity. Essentially Countrywide is not selling loans but they are selling the dream of homeownership. They are providing a service on a very intimate level. Really Countrywide has made people their business and they have chosen to adopt an expert approach to maintaining superior customer value in their service. It is because Countrywide realizes the value behind their customers that their service excels above the rest. It is the attention to detail, the personal effort of going the extra mile that has made Countrywide the success it is today. No question, they deliver value by putting the customer first."
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Customer Service, 2008.
A discussion on the reasons why customer service is so important and suggestions on how this is best attained.
1,519 words (approx. 6.1 pages), 5 sources, APA, $ 50.95
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Abstract
The paper discusses the issue of customer service and states that in order to have an organization dedicated to total quality service, both customer service and benchmarking are extremely important. These two factors combine in many ways to help create total quality service in an organization. The paper continues and discusses at length why customer service is obviously very important.
From the Paper
"Because of this, businesses have to change the way that they look at customers and the retention strategies that they employ to keep them. There are customer retention strategies that are largely used in any service industry. Some places offer coupons in an attempt to bring people into their business but then offer to give them discounts if they continue to utilize their services. Most airlines offer frequent-flier mileage programs where individuals who remain loyal to that airline can receive free or discounted trips (Rylander & Provost, 2006). Some through the mail music companies offer discounts depending on the amount of music that is purchased."
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Technology-Based Customer Service, 2004.
This paper analyzes the correlation between technology and customer service as it pertains to business.
2,486 words (approx. 9.9 pages), 9 sources, APA, $ 87.95
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Abstract
The writer of this paper stresses the importance of reliable and effective customer service which is crucial in retaining satisfied customers and clients in business. This paper examines the blatant limitations in most customer service departments. This paper explores the concept of implementing technology into existing customer service departments while detailing the resulting impact in a particular business.
From the Paper
"Good customer service is predicated upon the service desk's ability to provide service. This paper explores the concept of technology as a critical component of that ability. The kind of service that a service desk can provide is limited by its technology not just by its personnel. In this paper the experience of Consonus, a company that has used technology to ramp up its customer service capabilities is examined."
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Customer Service, 2004.
The paper discusses eight value drivers of customer service and applies them to Wal-Mart.
900 words (approx. 3.6 pages), 3 sources, MLA, $ 31.95
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Abstract
This paper explains that the value drivers are: External Cultural, Organizational Cultural, Individual Employee, Customer, Supplier, Third-Party, Owner, and Competitor values. The author points out that customers? values are one of the most important and essential drivers in relation to customer services. The paper states that because of their recent labor issues, for Wal-Mart, the labor values are most important to maintaining their customer service position.
From the Paper
"Organizational culture and its relative understanding are essential in order to maintain an effective working climate in the organization. The understanding of such culture will help the organizational authorities to provide useful resources for the employees. The maintenance of a successful climate in organization will increase the productivity of the organization and the customers will be provided with the best of services."
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Customer Service, 2005.
This paper discusses the use of cross-departmental teams to deliver customer service.
1,350 words (approx. 5.4 pages), 4 sources, $ 53.95
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Abstract
This paper explains that customer service is something to which almost every retail, manufacturing and distribution company gives at least lip service. The author investigates the importance of customer service, stating that businesses take this matter very seriously. The paper relates that modern customers are more knowledgeable and demanding; therefore, organizations need to shift from being process-centered to being customer-centered.
From the Paper
"Using "Cross-Departmental Teams Memorandum To: CC: From: Date: 4 March 2005 Re: Research Report" on organizational response to increasing customer expectations of exceptional service, Abstract Customer service is extremely important in today's business world - so much so that companies need to shift to being "customer-centered". Companies are increasingly using teams to change organizational behavior. However, it is important that teams be constructed and managed in such a way that they work together for the common good. This study reviewed the way in which Sisu, manufacturer of vitamins, enhanced customer service by using cross-departmental teams."
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Customer Service in Banking, 2002.
Outlines the concept of customer service in the banking industry, focusing on China and the United States.
2,390 words (approx. 9.6 pages), 5 sources, APA, $ 73.95
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Abstract
From both the management's and the customer's point of view, customer service is a component of a business that is needed by both the deliverer and the user. The paper discusses the concept of customer service and how this concept changes in a global environment, taking the international banking industry as an example. The paper shows that a bank in the US would have to operate differently in China, as it would have to be more attune to the needs of the Chinese consumers rather than the American customers, even though its base and corporate governance is American. The paper discusses Christopher Earley and Miriam Erez's book "The Transplanted Executive" which explores the issue. The paper also shows how most banking organizations base their plans and strategies on three tiers: Coordination Tier, Boundary Tier and Customer Tier.
From the Paper
"According to Schneider and Bowen [1995] in a service oriented organization, customers are the foundation for the business. Without them there is no business, therefore the main aim of the organization has to focus on servicing them, catering to their needs and meeting their expectations. For every organization and depending on the service that it provides, there are certain expectations and criteria that customers judge them. For example in the banking industry it is about in-depth knowledge of the industry, the monetary environment, the kind of services available as products and the speed at which the service is being delivered. Some of the common features that customers expect are security, trust and fairness in dealings, which is what service excellence is all about."
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Customer Service at JetBlue Airways, 2007.
An overview of customer service and how it adds value for JetBlue Airways.
2,897 words (approx. 11.6 pages), 5 sources, MLA, $ 85.95
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Abstract
This paper examines how regional airline carriers can gain a competitive edge by providing quality customer service with a smile and how JetBlue Airways is evidence of this in action. In order to determine what JetBlue is doing right and what others are doing wrong in terms of the relationship between the company's crew members and its customers, and how these serves add value for the company, this paper provides an analysis of the case study, "JetBlue Airways - Adding Value." It also includes a critical review of the relevant peer-reviewed literature concerning this carrier and its customer service approach. A summary of the research and important findings are presented in the conclusion.
Outline:
Review and Discussion
Conclusion
From the Paper
"Even though words do in fact have power, it is probably impossible to force employees to be friendly and courteous to others, but it is possible to inculcate a corporate culture that encourages and rewards a friendly attitude towards internal and external customers, and this is precisely what JetBlue did to help accomplish the above-stated goal. "JetBlue has created a strong and vibrant service-oriented company culture. The company reinforces this culture by explaining to its employees the importance of customer service and the need to remain productive and keep costs down (Bodouva & Bodouva, 2004, p. 317). Indeed, JetBlue makes it clear to their employees that being courteous to each other as well as the company's customers is one of the reasons they have a job in the first place. "
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Career as a Customer Service Manager, 2004.
Describes the duties and responsibilities involved in a career as a customer service manager.
1,555 words (approx. 6.2 pages), 6 sources, MLA, $ 51.95
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Abstract
This paper looks at what is involved in a career as a customer service manager. The duties, responsibilities, the scope of the position, the education and skills required for a customer service manager, and the job outlook and salary are all outlined.
From the Paper
"One of the most prosperous careers to embark on is a career in Management. Management encompasses a wide-ranging field that typically involves oversight of one critical area of an organization, including customer service (JobWeb, 2003). Customer Service Managers carry many of the same responsibilities as managers in other areas of an organization, including marketing, sales, finance and administration (JobWeb, 2003). Typically managers are middle level, general managers or top level executives in any organization. A successful career as a customer service manager will entail many responsibilities."
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Customer Service, 2005.
This paper discuses the role and management of customer service by the police.
4,405 words (approx. 17.6 pages), 20 sources, MLA, $ 115.95
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Abstract
This paper explains that customer service, which is defined as a management strategy focusing on meeting expectations of the customers and ensuring their satisfaction, is an organizational philosophy as well as an attitude toward work. The author points out that police are now required to develop and display a commitment to quality service delivery and customer relations to achieve their policing goals; thereby, satisfaction of their customers, namely the citizens of the community at large, should be the focus for the police. The paper stresses that the service aspect to be performed by all the staff in the station, such as attending to telephone calls and assisting customers, should be clarified and prioritized; to minimize the inconvenience of the wait time at the police station, the physical structure of the station should be suitably comfortable with good signage.
From the Paper
"Delivering courteous customer service should be a concern of not only the stations, but also should be important for any contact between the police and the public. The supervisory staffs who manage the police stations have to be the role models and correctly monitor every individual's performance as described till now, reinforce staff about courteous behavior, and provide adequate feedback for discourteous behavior. Punishment should not be used, except under very serious cases. There must be training in the academy for police officers and in the work site for the public servants for good interaction skills. This should cover all station staff."
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