Customer Service Essay

Handout In this Session, you have learned about: The principles, policies and procedures of your organisation How your organisation communicates its principles to employees Your organisation’s policies and codes of practice Consultations on changes to principles, policies and procedures Issues of public concern relating to your industry and organisation. Principles, policies and procedures Principles are the foundation of a system of beliefs within an organisation. Principles are the philosophy of the organisation, illustrating how the organisation ‘thinks’. A policy is a definite course of action adopted by an organisation, which guides employees and helps them put principles into practice. Customer service policies are similar in many organisations, but some may be tailored to fit your organisation’s specific principles. A procedure is a series of steps to be followed to correctly answer the telephone, deal with complaints, give refunds etc. Organisations tend to have their own specific procedures. Communicating principles to employees An organisation may communicate its principles to employees in the following ways: The recruitment process Reading material Group discussions Appraisals and feedback Improving team performance Principles may be worked into the recruitment process. Interviewees asked about the organisation’s principles. Organisation handbook and vision statement include principles. This may be the first thing new recruits learn about the organisation. Printing out principles and posting them in the office ensures they feature in every employee’s day. Principles could be printed on commonly used items. Hearing principles read out is more effective for some. Managers and team leaders remind employees of principles. Discussion of whether an employee adheres to principles may be part of a formal review. Company awards are used to publicise principles. Company away-days and team-building exercises are opportunities to remind employees of principles. Team-building tasks could be centred on principles. Policies and codes of practice A code of practice is a set of written rules or standards outlining the responsibilities of, or proper practices for, an employee or organisation. An industry-wide code of practice is often defined by a trade association or professional body. Policies tend to be written by an organisation and based on an industry-wide code of practice. Your organisation might make you aware of its policies or code of practice by: Publishing the code of practice/policies on their website or the intranet Emailing updates to the code of practice and policies to all employees Including the code of practice and policies in the organisation handbook Basing appraisals or feedback systems around policies / code of practice Indicating the trade association/professional body who wrote the code of practice. Consultations on change If you are consulted on changes, your opinion is considered by those making the decision. Ways to consult employees on changes to principles, policies and procedures include: Small group meetings (face-to-face or via a video conference) Questionnaire Discussion with line manager/team leader Intranet bulletins or a FAQ page Email Team bulletins Monthly newsletter Letter A trade union/employee representative or staff council. How you are consulted depends on the size and structure of your organisation, employee work practices and the information being communicated. If your organisation has 50+ employees, you have the right to request an Information and Consultation arrangement. Issues of public concern Issues of public concern relating to your industry or organisation could include: Product recall and customer safety – is your product/service safe and reliable? Confidentiality – do you store customer information securely? Accessibility – is it easy to contact your organisation/use your services? Quality – is product/service equal to competitors? Responsiveness – how quickly will you respond to a customer and resolve problems? Value customers – do you value your customers and treat them appropriately? Finances – are accounts transparent and investments ethical? Wider concerns – public health, economy, environment, exploitation of workers etc. Your organisation may deal with issues of public concern by: Establishing stringent testing and health and safety processes Ensuring varied and easily accessed means of communicating with the organisation Investing in public relations to communicate effectively with the public Establishing clear customer service policies, making them available to the public and ensuring that staff adhere to these policies Publishing the organisation’s accounts Publishing a code of practice relating to the organisation’s economic, ethical, environmental responsibilities etc.

Introduction to people, Orgarniation and Management Essay

Introduction to people, Orgarniation and Management - Essay Example The company has got continuous improvements in its process which has helped it to increase its market share in such a way and also has enabled the company to utilize the resources in most optimum way thus reducing the wastage costs by a huge extent. In this essay the organizational structure and culture that is been followed in valve is been analyzed using various theories. The issues which are been analyzed in this essay related to the company are the organizations structure and architecture and also the leadership and power wherein the importance of having a good structure in the company and also a strong leader is been seen and how it creates an impact in the company’s business process is been studied. Valve Corporation as a company has grown over the years in a huge way, the reason behind the company’s such growth is its highly innovative and quality video games that the company has launched over the years in the market. It has been able to develop such good quality software’s only because of the highly skilled and technically strong human resource that the company has in its resource list. The company was started as a small industry by Gabe Newell and Mike Harrington from where now it has become one of the biggest games developing company in the world. The company maintains a flat management structure like in high schools where in there are no managers and employees work in different teams as per their projects as and when needed. The environment maintained in the company is very fun loving and employees are been given lots of facility to work at ease with no pressure or force. The company doesn’t have any managers, no middle management and all the employees are at same level and they are allowed to work as they want (Valve Software, 2014). The way of communication flow in the company is very casual as employees talk to each others in meeting, elevator,

Crossover of Opera to Popular Music Essay Example | Topics and Well Written Essays - 2000 words

Crossover of Opera to Popular Music - Essay Example Opera music also has an extended work that is dramatic in nature. How opera crossed over to film commercials and radios In Western opera, narratives are usually expressed musically in radio commercials. This may seem unrealistic at times. Several arias can be removed from opera music without affecting the story lines at any point in time. Despite removing all the gratuitous arias, Western opera music has never been criticized at any point. The reason is that most people believe that opera is a little concerned with narrative of the economy and realism. Hindi films are perfect examples that show how opera music has transformed from the music part into films. The powerful films, television, radio commercials and the internet demonstrate steps taken by India to embrace the crossover. It is arguable that some Hindi songs are better incorporated and presented. The music has incorporated opera music into their films. Their films are gratuitous and they can be seen to arise from familiarity of some set conventions. These conventions deem the cinema with characters voicing their emotions. Although there is immense pressure from Hollywood, high Western and cultural discourses see the Hindi films immature and unrealistic due to the incorporation of opera music in their films. The musical nature of Hindi films is usually characterized as expressing emotions in a large way. With their films not showing any signs of abandoning one of the most important parts of the narrative expression, it is harmless to say that Hindi film songs have demonstrated incorporation of opera music into their films. They tend to retain the cinematic and dramatic qualities rather than become an independent tradition. How music listeners listen to opera music even though they do not realize. There are people who listen to music but they do not know what kind of music they are listening to. They may even be watching Hindi films that have got opera music incorporated in them, but they have never know n that they are listening to opera music. For one to actually appreciate the music, one should buy a ticket so that they can appreciate the music. Many people feel that opera music may not be proper for the first time. Before one sits down to enjoy the music, a little of effort is required from the listener. One should know the kind of work that is going to be performed early in advance. The listener should have learnt, at least early enough, about the music. This is done by listening to the music before and understanding it perfectly well. For sure, listening to the music is a source of joy and fulfillment either at home or in the theatre. The first thing that people should do in order to learn the music is to know the story. This is quite crucial as it helps to know the synopsis and understand the libretto. Both the libretto and synopsis are found in the CD set. They can also be found in the internet. Conceptualizing themes Habanera Habanera is a famous aria that originates from t he opera Carmen. It was written by Georges Bizet. The habanera is at times referred to as â€Å"Love is a rebellious bird†. Habanera is usually based on a scale that is chromatic in nature and descending. It is then followed with variants of similar phrases in the major and minor keys. They usually correspond to the vicissitudes of lyrics that are expressed in the form of love. A brief synopsis of the story of Carmen The story was done George Bizet and this was one of his famous opera. The setting was in Spain

Evaluate the effectiveness of the YCJA on youth crime rates and Essay

Evaluate the effectiveness of the YCJA on youth crime rates and incarceration rates - Essay Example gued that the law was effective, whereby they cited the reduced rates of youth deviancy and custody in comparison to other nations of the world (Doob & Cesaroni, 2003). Nonetheless, the country identified the importance of reviewing the law and ensuring that they implemented another law that was not divisive and controversial. In addition, the review sought to address the argument that YOA overused the country’s custodial and court systems. Moreover, the review aimed at improving efficiency in responding to minor offenders who committed serious crimes (Department of Justice Canada, 2002). Based on the foregoing, it is evident that YCJA was a compromise between politicians. Nonetheless, the act is a response to the increasingly growing number of small cases about incidents of youth offenders committing heinous crimes while also acting as a response to the growing number of cases resulting from incarceration of youths for minor offenses. Indeed, these minor offenses had resulted to a decline in the confidence that the public had on the country’s judicial system. Overall, the main objective of the legislation was to deal with crimes committed by the youth and their eventual outcome. In effect, this expose will carry out an evaluation of the role that YCJA has played on the twin aspects of youth crime rates and incarceration rates. The Canadian Coalition for the Rights of Children (CCRC) (2011) identified Canada’s youth custody rates as among the highest in the world, which is prior to the implementation and legislation of the YCJA. In effect, this implies that Canadas implementation of this law was essential in order to enable the country deal with these youthful offenders and reduce these rates. In effect, CCRC (2011) observed a 27% decline in the rate of youths charged in a court of law or recommended to facing  court charges between 2002 and 2006. It is important to point out that the Canadian legislative system made this law in 2002. In line with this,

Economic analysis Essay Example | Topics and Well Written Essays - 1750 words

Economic analysis - Essay Example This paper assess a year by year economic indicators from the year 2012 to the year 2014 Economic growth is the measure of the change in gross domestic product, abbreviated as GDP. On the other hand, GDP is defined as the market value of the goods and services attributable to labour and property located in the economy. The gross domestic product measures the national income (sum of factor incomes) and output for a given country’s economy. It is equal to the total expenditures for all the final goods and services produced within the economy for a given time frame. The United States GDP in the year 2012 was worth 16, 244.60 Billion dollars1 and this value it was the worlds highest and over 25 % of the total value of the world’s economy. This was a growth from 15, 533.80 Billion dollars recorded in the previous year. This signaled a growth of 2.8% on the GDP recorded in the year 2011. Economic theory asserts that an economy’s GDP consists of total consumption, total investments and net exports; the latter is the difference between the total value of exports and imports. The estimated value of the decomposed components of the GDP were as follow; household consumption -70.9%, government consumption-19.5%, investment in fixed capital-12.8 %, investment in inventories-0.4%, net exports of goods and services negative 3.6 %.2 At the estimated percentage of more than 70%, indeed consumers are the engine of the US economy. Consumers spending have grown rapidly out of confidence in the 2011 economic growth. In the United States, the country has grown to be an imported consumer oriented goods and services shown by the negative value of the net exports, which means that the value of imports exceeded the value of exports. Consumer spending at percentage of 70.9 out of the GDP is the single largest piece of spending. During the period that transverse the dip and the recovery,

Financial Anaylsis of ASMAK Company Research Paper

Financial Anaylsis of ASMAK Company - Research Paper Example The company sets high objectives for itself and strives to be the leading company in the field of aquaculture. Until recently, ASMAK management have decided to diversify its business activities in other fields like real estate, consultancy services, etc. ASMAK suffered a huge setback financially in the year 2011 and its sales revenues declined significantly. Hence, it has been involved in borrowing money to recover its profitability position, thereby increasing its debt exposure considerably. However the company has huge opportunities available which can be explored effectively to make huge gains from it. The company is recovering at a fast rate and might be requiring more money which they would have to borrow in the upcoming future. Introduction International Fish Farming Holding Company, commonly called as ASMAK is a well reputed fish farming company in the Middle East. It is a multinational public company located at Abu Dhabi. . The company has been studied it details and has been discussed in this study. First of all a brief overview about the company affairs have been mentioned in this study. Next the company objectives and the business activities followed by the company have been discussed in details in this study. The strategic plans of the company’s management in future have also been studied. ... The economic environment of the country and how it had an effect on the company has been mentioned in the study. A detailed analysis of the aquaculture industry and its market in UAE and abroad has been carried over in this study. Various types of financial risks associated with the company have also been discussed in this study. The financial statements of the company for the past two years have been analyzed to know about the current financial condition and the need of further financing by the company. Next a SWOT analysis of the company has been carried out in order to analyze impact of various internal and external factors on the company. Hence, this study gives a detailed overview about the company and its business activities. Company Overview The International Fish Farming Holding Company is an UAE based multinational company headquartered at Abu Dhabi. It is commonly known as ASMAK. It is a public company which was established in the year 1999. Its shares are traded in the Abu Dhabi Securities Exchange. ASMAK is one of the leading companies in the field of manufacturing and exporting frozen fish products in the Middle East and UAE. ASMAK aspires to be the leading aquaculture organization in the world. It aims to have a rapid expansion of its business all over the Arabian Gulf nations and worldwide. Fishing is a common practice for many years in the states of the Gulf Corporation Council (GCC). The business process of ASMAK includes, preservation of fish and other resources from seas through freezing and cooling, trading of the fish products, farming of fishes, packing and processing of sea foods, exports, etc. It is also engaged in the business of providing consulting services regarding sea resources. ASMAK

The Stopped voyages and the Stopped Social Improving Essay

The Stopped voyages and the Stopped Social Improving - Essay Example Apparently, the initiation of the voyages marked a great Chinese historical period in cultural exchanges and trade. The number of ships in each fleet that Zheng led to the Western Sea had about 40 to 60 ships and over 27,000 people. In each envoy, Zheng acted as the business representative and herald of the Ming court. The voyages navigated through various countries where Zheng stopped and presented gifts to the rulers as a perfect way of enhacing cooperation and relationships. Unfortunately, in 1424, Yongle Emperor who was the sponsor of the expensive voyages was murdered in a skirmish touching the Mongols. Zheng could hardly undertake any other voyages, and set out for his last voyage in 1429 before the Hongxi Emperor who succeeded Yongle Emperor banned the voyages in 1433 on the grounds that they were a misappropriation of resources and money. While the emperor did this to circumvent China from external influence, it limited china’s development by cutting trade with the outside world, and advanced Europeans could easily target China (Jessie, 2). It is evident that Chinese voyages had cr eated great contribution to the Chinese culture and Economy and the decision of stopping more voyages was undeniably wrong. The Chinese society could have been improved much better if Hongxi Emperor did not stop the voyages. The voyages greatly contributed to growth of trade between China and the outside world as well as spreading Chinese culture to the outside world, factors that contributed to the growth of China. In the ships, there was a myriad of special Chinese products that were meant for the foreign countries such as India and coast of Africa. These included skein, newly established celadon, enamelware, gauze, and brocade. Noteworthy, during the Tang Dynasty, people in China had already understood the technology of making glass to be heat resistant through addition of