Role of effective communication in customer service Essay

and sometimes anxious, most members will remain positive and polite. Because of the high level of uncertainty within the group in this stage there is a high level of dependence on the leader of the group who will most likely play a dominant role because team roles aren't yet fully established. The leader of the group should be prepared to answer many questions on the purpose, aims and objectives of the group. The second stage is "storming", many people are reluctant to continue after this stage…

level of effective interpersonal skills and the ability to relate appropriately to a wide range of people in the community. During my career, I have endeavoured to establish strong relations with other team members. Through my strong interpersonal skills, I have been able to develop positive working relationships with both staff and clients. Through effective verbal, non-verbal and listening skills I have managed to consistently meet expectations and maintain a reputation of excellent…

It is a theoretical understanding that health care management is complex and persistently changing, and for health care organizations to meet the many challenging needs, organizational policy, mission and vision statements play an important role. Those can be the tool that helps guide staff and the organization in maintaining the best practices and the organizational culture. To be a leader is a privilege. It is an opportunity that comes with the responsibility to do what is ethically right,…

Customer Relationship Management (CRM) refers to the business strategy and information technology used by company to manage and interact with customers, analyse customers’ data throughout the customer lifecycle, in order to improve and maintain long-term relationships with customers as well as improve the profitability of company (Margaret Rouse, 2014). Understanding customers and their expectations and offering them valuable services and products can be the important elements in CRM for…

Management Training. Nowadays, the hospitality industry is developing rapidly. A person with sufficient knowledge to work in this industry will never be unemployed, as the need for qualified personnel is growing. In recent years, the wide expansion of services in hotels make a lot of opportunities in career promotion, and to hire well-trained personnel is seen as one of the main tasks of the HR staff. Keep good employees in the hotel is only possible if he/she will have perception of career…

explicit lack of customer orientation. Kotler (1984), Robins (1991), Vignali and Davies (1994) Bennett (1997) and Schultz (2001) are one way or another identifying this as the prime limitation of the Mix. - Lack of consumer interactivity: Doyle (1994), and Yudelson (1999) argue that the Mix ignores the evolving nature of the consumer who demands not only higher value but also more control on the communication and transaction process. Allowing better interaction reduces the customer defection…

Therefore, leaders should behave in a legally and morally-acceptable way despite the ethical dilemmas that might arise in an organization. Leadership is defined as the act if persuading an individual to perform the functions set as goals. Therefore, the role of a leader is to direct individuals behavior toward a common goal through a charismatic or transformational approach. Leadership is characterized by attitudes, beliefs, values, habits, conduct, and practices within an organization or…

INTO TEAMWORKING? To remain competitive, organization need to make effective use of resources to survive. The most important resources of an organization are its employees. Teamwork is used by organization for making improvements in various areas of organization. • Improving productivity Team working can make more effective and efficient use of employees and improve productivity by making team members more accountable to customers. It helps employees to undertake a wider range of tasks in the…

Singapore Airline (SIA) is a well-known airline for its excellent services and also the product quality they offer to the customer (Kossmann, 2006). Two theories will be used which are Drucker’s seven tasks of tomorrow’s manager and the cultural web in order to relate how SIA is a world class provider. 1.1 Drucker’s Seven Task Tomorrow’s Manager SIA targets to serve the best product for its passenger, plus the best customer service they can provide. Thus, to achieve their objective they often…

This is because communication is an important tool of business, and determines the level of returns and success of an organization. The diagram below illustrates flow of information in the organization. Data base System Customer Information flow in the organization will be effective between the customers and the company. The diagram illustrates the information source and destination, and source of storage of respective information or data. Process flow measures Process flow…