Hand book customer service Essay Example for Free

Hand book customer service Essay Policies: policies (structure, use, focus, customer requirements/expectations, product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation, effective communication) Quality of service: methods of assessment; customer expectations; standardised procedures; codes of practice; staff levels (staffing levels, staff competency, flexibility, reliability and responsiveness) Evaluation: purpose; sources of feedback; accuracy; relevance; reliability; validity; methods of data collection; improvements; staff training and development Hospitality industry: industries within the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events 2. Understand the purpose of promoting a customer-focused culture Communication: types eg verbal, non-verbal body language, written; types of response; use; effect Customer: central role; customer service culture; identifying and analysing customer requirements and expectations; influences of service provision on customer perceptions Benefits of improved service: customer satisfaction, repeat business, improved reputation, increased profit  3. Be able to investigate customer requirements and expectations Requirements: sources of information eg customers, staff, management, customer records, past information Module Handbook C. Ugoji Sept, 2013 Page 2 Unit Handbook Unit 4: The Customer Service Primary research: primary research eg sampling, qualitative, quantitative; interview eg individual, group, survey, observation; contact methods eg mail, telephone, personal Secondary research: internal eg sales records, yield data, financial information, client databases; external eg government publications, trade journals, periodicals, professional associations, national organisations, commercial data Satisfaction levels: planning; strategy; assessment of options using researched information; role of the business and services manager; staffing levels; motivating staff; improvements 4. Be able to provide customer service within business and services contexts to meet required standards  Types of customers: different age groups eg the elderly, children; different cultural backgrounds; special needs eg physically disabled; satisfied; dissatisfied; under influence eg drugs, alcohol, medication Customer needs: customer needs eg products and services, urgent, non-urgent, special requirements, quality of service, value for money, cultural, social; trends eg fashion, ergonomic, equipment, training, products and services, consumer protection legislation Customer service: consultation; advice; personal selling; complaints procedure; reception skills; confidentiality Learning Outcomes: To achieve this unit leaner must: 1. Understand customer service policies within business and services contexts 2. Understand the purpose of promoting a customer-focused culture 3. Be able to investigate customer requirements and expectations 4. Be able to provide customer service within business and services contexts to meet required standards. Teaching strategies used: Following are the different teaching and learning strategies, a description of how they work, where they have been applied, results, and where to find more information from individuals, books, web sites, and other resources. Lecture Notes The most basic way of supporting teaching in this module – a place for students to access lecture notes. The main advantages are reduction in the amount of college Module Handbook C. Ugoji Sept, 2013 Page 3 Unit Handbook Unit 4: The Customer Service photocopying and students can access notes prior to lecture and prepare themselves. Presenting Lectures Displaying these lecture notes with the addition of projectors using power point presentation slides to visualize the information to the students. An increasing variety of ways are utilizing to reach students of all different learning styles, to help the students to understand complicated concepts and remember them better by using master graphic tools both on whiteboard and on computers. Interactive Tutorials A set of questions have been designed for each session in assessing student learning of subject matter using both paper based and computer based assessment techniques. The web and web authoring  Students are directed to use the advanced search engine to navigate the correct and legitimate information for their assignment. Different search engines compile information using different criteria and have access to different databases. Applying technology to develop students higher order skills and creativity to manage student learning activities in a technology-enhanced environment. Group Discussions The students will be give topics and some cases with the use of case study that relates to the topic covered in each session. There will also be a follow up on the discussion using group presentation and class assessment as the case may be. Summary of lecture For every session, there will be overall summary at the end teaching session. Attempting the passing criterion in class The student must attempt one or more learning outcome question covered in each session and the evidence will be documented

Teaching Essay -- Pedagogy

Thus suggesting practitioners should embrace and accept the approach enabling them to â€Å"adopt learning strategies that embed the acquisition of knowledge and skills into meaningful context† (Macleod-Brudenell and Kay, 2008, p.311). Moss and Petrie (2002) support this concept by stating â€Å"pedagogy can be used to refer to whole domain of social responsibility for children, for their well-being, learning and competence† (p.138). Pugh and Duffy (2006) suggest a pedagogue is the one who leads and educates children’s learning. This effectively impacts upon children’s learning and enables them to become confident learners. As well as encouraging children to be in control of their own interests and learning (Every child matters, 2004). Allen and Whalley (2010) adopt Whalley, Allen and Wilson’s (2008) notion that the role of the practitioner is extremely significant and address the idea that effective pedagogy is about improving outcomes for children’s learning. Therefore in order to provide an effective provision for children to learn and grow in practitioners must be able to maintain positive interactions with the children. Allen and Whalley (2009) adopt Curtis and O’Hagan’s (2009, p. 156) concept that theorists such as Bruner and Vygotsky have influenced pedagogy by placing â€Å"emphasis upon the importance of the adult in facilitating children’s learning†. This promotes children’s learning. Good practice would be for the practitioners to try to extend and build upon the child’s knowledge by scaffolding their learning through ideas and questions (Bee and Boyd, 2007). Additionally, Allen and Whalley (2010, p.7) highlight the forth theme of the EYFS as â€Å"positive relationships†. Bruce (2008) resonates with the National strategies (2009) no... ...one year. Partnership with parents provides the teachers to be able to get to understand the child’s family to gain a greater knowledge basis of the child’s needs. Curtis and O’Hagan (2009) illustrate that parents and teachers meet up throughout the school year to discuss any problems they or the children may be having. This is good practice as it ensures the practitioners are receiving all the information they can to help support the children within their care to reach their full potential. Reggio Emilia however, believes in continual assessment. This concept expects practitioners to record and review what children say and do on a regular basis. This system is viewed by parents at any point. Reggio Emilia values this system very highly and ensures parents know they are completing a reflective and extensive process that can help contribute to children’s learning.

An Informal Letter

Lot 6579, Gong Kepas Dalam Village, Alor Lintang,22200, Besut Terengganu,Malaysia. Dear Rowan Love, I'm so pleased to see your purple coloured letter in my mailbox this morning. (You put some raspberry shaped stickers on it! It smells great! ) So,you've been asking on how to take are of orphaned kittens right? Okay,this is based on my previous experience when I found a three week year old kitten in my school,I named her Gabby. (She is all grown up! ) Basically,you need KMR (Kitten Milk Replacer) or lactose free milk,a towel,tray,litter sand a syringe or cat milk bottle and wetfood. You may use dryfood but be sure to mix it with water if the kitten is below 2 months old. If the kitten shivers,wrap the kitten,not too tight or too loose and put it in your shirt as it cannot generate it's own heat. Next,feed the kitten with KMR and wetfood. Remember,never feed the kitten wiith cow milk or lactose containing drink because cats are lactose intolerant,If you insist,the kitten may suffering diarrhea which eventually leads to death. Second,create a kitten box,Just put a tray and litter sand and two layers of towels in a very big box or a medium-sized cage. Be sure to check the kitten's stool. It should'nt be too hard,too watery or with mucus. If it is consult to the veterinar immediately as the kitten may suffering a diarrhea. Okay,here's a few handy tips. If the kitten's medication is syrup,use a syringe to give t to the kitten. If it is in a pill form,crush it inside a plastic bag and mix it with wetfood. Do not force feed unless you need to. Alright,that's all for now,I hope that answers your doubt. Refer to the net if my information is not sufficient for you. From your BFF, Syakeera.

Poverty in the United States Essay - 1684 Words

Many reforms in the UnitedStates have been passed to help fight against the â€Å"War on Poverty†; but it has not been effective in eradicating poverty in the U.S. There are about 46 million people who are living in impoverished conditions and poverty continues to be a social issue in this country (Heritage Foundation, 2011) In the beginning, our country was formed under the belief that â€Å"this land is the land of opportunity and if we worked hard enough the American Dream can be gained† (Schwarz, 1997). People immigrate to this country today in hopes of becoming rich so they could gain a better life. In spite of coming to this country for a better life, many are faced with the lack of skills and money to succeed. In the end, most will end†¦show more content†¦However, this system of measuring poverty is flawed because if a family makes a dollar more above the set limit, they do not qualify for financial help from the government (NCCP, 2008).The poverty threshold is an inadequate measure of whether people are considered poor or not. Current poverty measures are flawed because it assumes how much a family spends and does not accurately include family resources such as Earned Income Tax Credit (NCCP, 2008). The way that the government measures poverty is based on outdated information that was set in the 60s. Because it has not been sufficient to keep up with the standard of living, those who are living in â€Å"high cost cities like New York and those who live in rural areas of the country† (NCCP, 2008) are barely getting by. In the U.S., the primary source of income comes from jobs. However, people are unable to find jobs because businesses are outsourcing unskilled labor to developing countries since workers there are willing to be paid less than the average American worker. This creates problems for people who are trying to look for jobs because many lack the skills to function in a job that requires skill and will remain jobless until they find unskilled labor jobs. Since the Recession, working class families who had lost their jobs are struggling to survive due to the little job availability (Heritage Foundation, 2011). Because the majority of working class families are suffering from prolongedShow MoreRelatedThe Poverty Of The United States1727 Words   |  7 PagesPoverty defined by the American Heritage Dictionary is â€Å"lack of the means of providing material needs or comforts† (Hirokazu Yoshikawa, 2012). Poverty in the United States is an issue that is often times overlooked beca use the focus of poverty is on developing and struggling countries. People often think America does not experience poverty because it is such a thriving country. The problem with this is that America is indeed struggling with poverty: â€Å"there are currently 488 counties in America whereRead MoreThe Poverty Of The United States1548 Words   |  7 Pagescitizens in poverty has risen. Several organizations have been set up to help those who suffer from poverty and provide their everyday needs. There are always ways where a community can help eliminate the amount of people suffering poverty. Government has an influence on how much money flow there is in the United States such as the FED, which was created to help maintain a stable monetary and financial system and control the money supply. People themselves can also help from falling into poverty, butRead MorePoverty Of The United States1408 Words   |  6 PagesWhen people hear the word poverty many people think of the bad co nnotations that come with it like, smelly homeless people that are crackheads and disease holders. Some people may even think they are uneducated or not hard working enough and rather ask for money instead of trying to get a job. Although a small portion of that may be true to some homeless people due to addictions on drugs and the toll it takes on their lives. The majority of homeless people are either veterans or immigrants, who findRead MorePoverty in the United States755 Words   |  4 PagesPoverty in the United States is getting in inferior quality every day and nothing is being done about it. Many people who want to help the poor, but no one knows exactly how to help them. A primary reason for people not taking action is because of lack of information that is provided about issues on poverty. Poverty is defined as the state of one who lacks a usual or socially acceptable amount of money or material possessions. According to the U.S. Census Bureau data released Tuesday Septem ber 13thRead MorePoverty Of The United States Essay1369 Words   |  6 PagesPoverty within the United States is defined as â€Å"having an income below a federally determined poverty threshold. † Poverty thresholds were developed by the United States government in the 60s. Over time these thresholds are adjusted to account for inflation; it is typical to adjust the poverty threshold levels annually. They represent the government’s estimate of the point below which a family has insufficient resources to meet their basic needs. Any family with less income than that establishedRead MoreThe Poverty Of The United States1531 Words   |  7 Pagessuch dialog, topics on the increasing and rather consistent levels of poverty in some regions in America are touched on as well. Poverty is defined as a condition where one’s basics needs for food, clothing, and shelter are not being met (What Is Poverty? â€Å"). From sea to shining sea, more than 15 percent of the Amer ican population live in poverty, a total of people over 46 million. Many who live in poverty within the United States live in areas that were once thriving from the country’s economic growthRead MoreThe Poverty Of The United States Essay1385 Words   |  6 Pages The Character of Poverty in America Poverty has always been a key factor in United States History. Ever sense Americas birth there have been groups affected by poverty, but the forms of the poverty that affected these groups have changed as well as the nature of poverty itself in the USA. The abolition of slavery, the forced assimilation of native Americans, and mass immigration changed character of poverty within the united states change due to an evolution from agriculture to industry and a changeRead MoreThe Poverty Of The United States1746 Words   |  7 PagesWhat is poverty? A question most Americans will not have to think twice before answering. Poverty is, of course, simply a lack of money. The views of a specific person will defer when politics or morals are introduced, however, the idea stays the same. Those in poverty are there because they have less money than what has been decided to be livable. Poverty has changed significantly over the last two hundred years in the United States, and yet, the measuremen t has hardly changed since it was createdRead MorePoverty in the United States1061 Words   |  5 PagesThe Background of Poverty in America In the United States, there are about more than forty-six million people living in impoverished conditions today. Poverty is a major conflict issue in this country amongst people who are part of the lower class because American families always had a hard time making ends meet, even before the Great Recession began. Living in poverty puts them at a disadvantage because they have to choose between necessitates like health care, child care, and food in order toRead MorePoverty Of The United States1475 Words   |  6 Pages â€Æ' Poverty in the United States is defined as a social problem. As outlined in the text, a social problem is â€Å"a condition that undermines the well-being of some or all members of a society and is usually a matter of public controversy†. It is easy to see that there is a large economic divide in the United States, but with only a small percentage of people in the highest income stratification and the vast majority struggling to get by, the majority of United States citizens agree that there is too