Skills in customer service: A handbook

Skills in customer service: A handbook Communication skills below please explain how each step would be used to provide excellent customer service skills. Face to face Face to face helps provide excellent customer service by delivering/developing good interpersonal relationships. It allows the customer to engage with the agent better. In addition it allows the customer to feel important because the agent has given dedicated time to that customer. By having a face to face it helps the agent gage what the customer needs and provide better customer service as a result. Telephone e.g. call centre A telephone call to a call centre allows the customer to discuss their needs as and when it suits them. For example they are not governed by the shop opening times of Monday to Friday 9am – 5pm. As it can be harder to understand communications via phone it means that the agent needs to listen more meticulously, this should therefore help the customer feel understood and appreciated. Building rapport By building a rapport the customer feels as if the agent is interested in what the customer has to say and the customer feels as if they associate with the agent. By the customer feeling understood the customer is more likely to be free coming with information and this will assist the agent in providing the customer a better service. Effective listening By the agent demonstrating good listening skills the customer feels as if he/she is important and that the agent wishes to assist the customer. Affective communication is a two way process you have to listen in order to understand the problem then you have to be able to ask the customer relevant questions to develop as good a relationship as possible. Questioning By probing the customer with relevant questions you can show that you have listened. It also assists you in aiding the customer to develop their travel plans. This ultimately gains higher commission levels for the agency. Developing a dialogue Verbal communications is a key feature of as a sales consultant. By developing a dialogue you show interest in the customer, you can also show that you care and want to understand the customers individual needs to best serve them Non-verbal communication e.g. body language, eye contact All though verbal communication is important, it is not the most used. Non-verbal communication is used around % of the time. By keeping good eye contact with the customer you help to develop a sense of interest with that customer. In addition by ensuring that you do not cross your arms and leave your body as open as possible. This is because crossed arms demonstrates that you are feeling defensive and this creates an atmosphere of anticipation and potentially physiological discomfort. Written Communication It is important to ensure that all written communications are written with good grammatical structure, that there is no spelling issues and that correct punctuation is used. It is important to use the correct salutations as to not cause offense to the customer. By ensuring that all documents are correctly structured helps to ensure that the customer is dealing a boni fied professional organisation. Complaint Handling Which skills could you show throughout each procedure? Listening When dealing with a customer complaint it is important to show that you care. One important part of this to allow the customer to talk. By listening to what the customer has to say you can then start to work out how to deal with this problem. It will also allow you to prepare any questions you need to ask in order to develop the full scenario of the compliant. Questioning By asking the customer relevant questions you can help develop a case file you need to best assist the customer. It also demonstrates to the customer that you have been listening to their problem and that you wish to help them resolve it where possible Empathising By empathising with the customer you demonstrate to the customer that you care about what has happened and that you wish to do all within you power to help them. Empathising can help the customer to feel as if they are being taken seriously. By the customer feeling as if they are being taken seriously it means that they can believe that the situation will be dealt with in a professional manner. Understanding the problem By understanding the problem at hand the agent can work out the best solution to resolve the problem. This may mean talking with other colleagues or referring the matter. The agent can ensure that all segments of the situation are accounted for and dealt with. Taking control of the situation By having one member of staff being in charge of dealing with the complaint it helps to ensure that the situation is dealt with correctly. It also reassures the customer that they will be dealt with in a professional and competent manner. Agreeing solutions Once the employee has deemed at least one suitable solution Follow up Presentation of yourself Show how a member of staff should be presented Presentation of the organisation Below explain how the environment should be presented The exterior: The exterior of the store should be clean, this means ensuring that windows and doors are washed and that the path is swept and looks presentable. Window displays should be structured: They should be level, crisp and eye catching. The information should be clear and concise. The interior: The interior should be well lit. The floors should be hovered and kept clear from rubbish and clutter. The racks should be well stocked and the brochures on display should not be ripped or creased. Those that are ripped or creased should be removed. The brochures should have a structure for easier allocating, i.e. brochures that are for worldwide travel should be in the worldwide travel section where as brochures that are UK tourism should be located in the UK tourism section. Staff should ensure that when they place brochures on the shelf’s they follow the companies racking policy. Staff desks should be neat and tidy. This will help customers feel as if they are dealing with professionals. Teamwork Please explain the importance of the following when working in a team – ensure you explain each step and the possible outcome. Motivation Motivation is important because it helps regulate an organisations productivity. Keeping teams motivated means that everyone feels responsible and helps staff develop a sense of importance and means that they put all there effort into their work. By developing motivation sales are more likely to be higher and therefore the agent is of more benefit to the agency Team roles When roles are defined to staff it helps to develop a structure, in return this helps to define what each employee is responsible for doing to achieve the business goals and objectives. By developing a clear structure of who is responsible for what role means that employees can do work without necessarily interfering with others work, this means that work is done to a quicker and higher standard. Delegation of tasks By delegating staff with tasks means that they have clear objectives and tasks that they must complete in order to be successful. By ensuring that employees know what is expected of them they can develop a plan on how they will achieve this task and if possible exceed it. This is then beneficial to the employer as it means that revenue is high, staff and customer moral is also high and will most likely lead to repeat business as the customer is happy with the outcome. Lines of authority By having set outlines of authority it helps all subordinates to know who they speak to regarding problems In the long run this assists with ensuring that the organisation maintains effective communication. By ensuring that clear lines of communication are kept it allows for problems to be dealt with in a quick and easy manner. This means that a customer can have their problems dealt with in an effective manner. This will ensure that the customer remains satisfied with any problems that may have occurred. What are the benefits of teamwork to colleagues, customers and the organisation? The benefit of teamwork for colleagues: By employees working together it allows them to tackle an issue with multiple views. This can assist them in finding the best outcome for that given situation. Team work can help employees develop their communication skills. This can help them to become more assertive and feel as if they settle within the organisation. By ensuring teamwork is a strong ethic it helps to develop a multi-cultural environment where diversity has a strong place within the organisation. By developing a diverse environment it helps all employees to bond. The benefit of teamwork to customers: Good levels of team work means that employees feel happier and this can be sensed by customers. By ensuring that customers feel good vibrations from customers from employee’s means that a customer is more likely to feel comfortable and purchase. By employees working as a team it allows the employees to develop their competencies and demonstrates professionalism to customers. This helps to make customers feel more confident with the service they are to be offered. The benefit of teamwork to organisations: By an organisation having staff that work well within a team setting it allows the business to develop a good culture that allows for productivity to be at an optimum and in return means that profitability is likely to be higher. This means that employees are more able to satisfy the needs of the customer and the customer more likely to offer repeat business. If employees work as part of a team it can help an employer abide with discrimination laws as the employees feel more connected and less likely to discriminate against one and other. Business Skills What is the importance of having these skills for an organisation? Where could they help you within your employment? Completion of documentation e.g. tickets, forms Use of IT e.g. email, computerised reservations system (CRS), internet Business standards e.g. accuracy, legibility, business conventions

Escaping the Chains of Slavery Essay -- Slavery Essays

In the Narrative of the Life of Frederick Douglass, an American Slave Written by Himself, Douglass writes about his life in slavery. Douglass portrays how he overcame being separated from his mother, of witnessing a slave being whipped for the first time and enduring his servitude for multiple masters. However, his major triumphs in life were moving to Baltimore, overcoming illiteracy and gaining his freedom. Douglass was between the age of seven or eight when he was sent to live in Baltimore, a move that would forever change his life. He was introduced to a different way of living for a slave. For example, on the plantation slaves were subject to merciless beatings, hunger, and cold. Clothing was provided, but if slaves did not sustain them throughout the year, they were forced to walk around half-naked. However, in Baltimore slaves were permitted to walk in the street as free men and women; they were properly dressed and well fed. Furthermore, it was considered an embarrassment to the slaveholder if their neighbors noticed they were not feeding their slaves adequately. Baltimore was of great importance since this is where he was sent to live with his new mistress, who forever changed his life. At the beginning of his stay in Baltimore, his new mistress, Sophia Auld teaches Douglass his A, B, C's. However, when her husband find out what was going on, he put a stop to it. Mr. Auld said, "If you teach that nigger how to read, there would be no keeping him. It w...

Analysis of Female Characters in Shakespeare’s Othello

ANALYSIS OF FEMALE CHARACTERS IN OTHELLO In this paper I have tried to analyse the female characters of Shakespeare’s Othello in the light of Elizabethan Era, and status of women in 12th century, the age from which the character of Othello is taken. I have also discussed the status of woman in Christianity in Shakespearean times. The main purpose of this research article in the analyse the female characters of Othello that they were not different from the real life of Shakespearean times nor alien from the women of 12th Century.Othello a black Moor, a warrior, won many battles, becomes a victim of jealousy and conspiracy of Roderigo. Who hates Othello not due to racial prejudice but rather jealousy that Othello has won fair Desdemona (1-1) Shakespeare’s primary source for Othello was Un Capitano moro, (A Moorish Captain), one of the One hundred short stories in the collection. Gli Hecatommithi published by the Italian, Cinthio (web) (1566-Venice). Cinthio’s story provides the backbone for Shakespeare’s plot although he changed and introduced some minor characters e. ; Brabantio and Roderigo. In Cinthio’s episode Iago’s motive for revenge against Othello was that he loved Desdemona, who out rightly rejected his proposal. The tragedy of Othello takes place in Venice and Cypress, Iago uses Desdemona through Emilia and inflames a good man with jealousy. In the beginning of the play the seed of conflict are sown when Roderigo shouts in dark at Brabantio’s house, the news of Desdemona’s elopement that she: hath made a gross revolt, Tying her duty, beauty wit and fortunes.In an extravagant and wheeling stranger Of here and everywhere† Brabontio thinks that it was due to some black magic that was used by Othello, the black moor, we see that there are hints of hostility within the play about Othello’s Moorish origin and his differences in religion and culture when Othello relates his story of love befo re the Duke in the Venation Senate and he convinces all of them that he never used magic or drugs. Barbantio demands that Desdemona should testify, she affirms her duty to her father (I. iii) (179-180).Who gave her life and education, but asserts she has a higher duty than this to Othello, as he is her husband. My Noble Father I also perceive here a divided duty; To you I am bound for life and education; My life and education both do learn me How to respect you; your are the lord of duty; I am therefore your daughter; but here is my husband. (I. iii. 180-185) Desdemona is presented as a true Christian character possessing all the virtues of honourable woman. She respects her father, admits his love and vows to obey her husband. She suffers more than any other character of the play.Othello also loves Desdemona from his heart in the beginning and utters it as: But that I have the gentle Desdemona, I would not my unhoused free condition Put into circumscription and confine For the seaà ¢â‚¬â„¢s worth (I. ii. 25-28) The love of Othello is corrupted by Iago’s conspiracy and Othello is trapped in his jealousy inflamed by handkerchief plot. His loves turns him mad and he uses the weapon of violence against the fair Desdemona. His hate is so much for Desdemona that he says to Lodovico: Ay; you did wish that I would make her turns.Sir, she turns, and turns and yet go on, And turn again; and she can weep, sir, weep; And she is obedient, as you say obedient, Very obedient. (IV. iii 252-257) Thus Othello implies that Desdemona is available to Lodovico or to any one else, also, because she is as obedient that she can obey any one. What is the significance of handkerchief of Othello? In Othello there are two accounts of handkerchief, in the first Othello warms Desdemona that his handkerchief is love charm with â€Å"magic in the web† given to his mother by an Egyptian.In the record account Othello tells Grantiano it was â€Å"an antique token/ My father gave m y father†. Othello’s two different versions make readers/audience baffle that which one is true. The fatal handkerchief is very important in the play (Andrews) In the beginning in of the play Desdemona is shown as an adventurous spirit when her husband Othello is called for military duty in Cypress, she begs to go with him and cannot think of remaining alone at home without her husband. Even Othello woos Desdemona by telling adventurous stories of actions and danger.She heard all these tales with â€Å"Greedy ears† Desdemona wishes that â€Å"The leavens had made her a man like Othello† (I. iii) Desdemona is very expressive about her love for Othello she is bold and beautiful in expressing her love for Othello even before her father and the duke and she also openly announces that she will go to Cypress, which shows that she was pretty frank about her sexual desire for her husband. Desdemona suffers much more than any other character of the play. She is a g ood natured young and beautiful lady ,and possesses all good qualities and Christian virtues.Then why she suffers so much? Shakespearean conveys the possibility that God’s deeds in the play, a work that prompts playgoers to believe that she deserves happiness (her taking Cassio’s case as her own), directly leads to her death† (Hunt 2004). The character of Desdemona is that if an â€Å"ideal wife† as Carroll Camden calls her in Iago on woman (2004). In Othello Desdemona disobeying her, back chatting with Iago (II. i), lying Othello of her death (V. ii), admiring Lodovico as a â€Å"Proper Man† (IV. I) and pressing Cassio’s suit to Othello.It is important to note that several critics cite Desdemona for violating Elizabethan or Jacobean law and propriety by denying her father and running off with the Moor (Kolin). Desdemona is one the most beautiful heroines of Shakespeare, when Brabantio arrives to confront Othello, he says that if it is imposs ible that â€Å"a maid so tender, fair and happy† (I. ii 66). Would ever love a scary black man like Othello. Cassio describes her beauty â€Å"That paragon description and wild fame† (II. i), here he means to say that Desdemona is more beautiful than ny possible description of her beauty, more beautiful than the wildest story of any woman’s beauty. She is indeed the â€Å"most fresh and delicate creature† (II-iii-19). When Othello saw his handkerchief is Cassio’s hand, Iago encourages Othello’s murderous mood by reminding him that Cassio gave the precious handkerchief to his whore, Bianca. Iago continues to subtly increase Othello’s fury through his use of sexual innuendo as he tells Othello that â€Å"Cassio has the handkerchief and implies that he has confessed to sleeping with Desdemona† (Bate & Rasmussen 2009).Othello was still uncertain; his disjointed language shows the breakdown of his self-control (IV-i). He falls down unconscious as Cassio arrives and Iago tells him that Othello has epilepsy, warning that he breaks into savage madness if woken from fit. It is interesting to note in Othello, Shakespeare uses female characters through Iago for the downfall of Othello. The conspiracies are woven with the help of women. All the three woman characters of Othello and theare used against Othello. It is true that Othello is all male- world- play of Shakespeare.Desdemona, Emilia and Bianca are rejected by their male partners and all three love their men unselfishly, even when confronted by behavior that we would deem grounds for divorce at the very last. All the women are engaged to unequal partnerships. They feel more for their self-centered men than the men are capable for reciprocating. However, the women also display genuine emotions toward each other that is not reflected in any of the male characters. Besides Desdemona, Emilia is an important character, she is elder and cynical than Desdemona. She develops a close relationship with the young married Desdemona.They form a bond of relationship over husband trouble. It is interesting to note that Emilia’s one dishonest act towards Desdemona is the stealing of handkerchief, she did not know the plot of Iago, her act of stealing turns out to have devastating consequences. (IV ) Unfortunately Emilia’s little theft ends up causing her friend’s death. Emilia realizes the importance of handkerchief and when she discovers about Iago’s evil plot against Othello and she relives the truth. She washes the bad name of Desdemona. She also sacrifices her own life so that Desdemona won’t be remembered as a whore.Iago and Emilia are married but their relationship is not based on mutual understanding. Iago always talks trash about woman in general. Emilia is eager to please him. She steals Desdemona’s handkerchief in order to please Iago. â€Å"I nothing but to please his fantasy† (III-iiii). She tries to gratify Iago’s thirst for power and wishes without involving into any evil designs which are in Iago’s mind: who would not make her husband A cockold to make him a monarch? I should venture purgatory for. (IV-iii) Like Desdemona, Emilia craves for affection. She is very submissive like Desdemona and Bianca.It was common in the Elizabethan woman to be submissive and devoted to male figures whether father or husband. Emilia’s bitterness boils over in the final scene during which she says that husbands are usually to blame when their wives cheat on them. After all, men cheat on woman all the time. Why shouldn’t woman have an equal right to infidelity? Although, Shakespeare wrote Othello in the early 1600’s. Emilia’s monologue is about as close as we find in later feminist manifesto. Third female character is that of Bianca, a Venatian courtier, who is in love with Cassio.Cassio always uses her as a laughable nuisance. Bianca’s c haracter is very sympathetic and Cassio uses her for his sexual needs and treats her like a garbage. why is she presented as a prostitute in the play? when there are only three woman characters. Actually Venice was famous for prostitution and promiscuity. She is a foil to the chaste and ever fatithful Desdemona. But hardhearted soldier in Othello does not recognize the difference between these women. He is easily cheated by ‘gentle’ Iago that Desdemona is having extra-marital sex with Cassio.It is also very interesting that all three woman, Desdemona Emilia and Bianca, are accused at some point or another of being promiscuous Each one of these women are rejected by their male partners. It was an error of judgment on the part of Othello that he was not able to understated Iago’s plot to ruin Othello. The woman, especially Desdemona, suffers most in the play. Emilia and Bianca also suffer, and Othello takes revenge and kills Iago when he comes to know about the rea lity. The play ends with a great loss, the death of Desdemona is the most tragic one, because she was the â€Å"the sweetest innocent/that ever did lift up eye†. V-ii). In the fits of jealousy Othello was blind to all love and affections of a human being, he acts like a beast when he says: O, she was foul! I scarce did know your, uncle; there lies your niece. Whose breath indeed, these hands have newly stopped. I know this act shows horrible and given(5) Iago stabs Emilia and when Othello was told the truth of handkerchief and Iago’s plot by dying Emilia. Who announces the innocence of Desdemona to Othello: Moor, she was chaste; she loved three cruel Moor; So come my soul to bliss, as I speak true; So speaking as I think, I die, I die. (Dies)Othello was almost mad after knowing the truth, he comes to know that his wife was innocent, when Gratiano enters into the bedchamber he requests him: O cursed, cursed salve! Whip me, ye devils From the possession of this heavenly sight! Blow me about in words! Roast me in sulpher! Wash me in steep-down gulfs of liquid fire! O Desdemona! Dead, Desdemona! Dead! O! ( V-II) The agony and remorse of killing was felt at heart by poor Othello, he stabs himself and gives a proof to world that never allow jealousy over come reason and also washes all the stains from the name of beautiful Desdemona. Othello utters his last words: I kissed thee ere I killed thee: No way but this (falling upon Desdemona) Killing myself, to die upon a kiss. (Dies) ( V-ii) Lodovico, a kinsman to Brabantio, asks Gratiano, Brother to Brabantio. â€Å"Myself will straight aboard; and to the state This heavy act with heavy heart relate† (V- ii) References .Andrews, M. C. (2004). Honest Othello: The Handkerchief once More. Studies in English Literature. camden, C. (n. d. ). Iago on women. Hunt, M. (2004). Shakespeare's Religious Allusiveness. ashgate. Kolin, P. C. (n. d. ). Othello:new critical essays. Rasmussem, J. B. (2009). William s hakespeare. Palgrave Macmillan.

Raising The Minimum Wage Increase Essay - 897 Words

Analysis of Policy There have been discussions about whether to raise the minimum wage to either $9.00, $10.10, or $15.00 per hour. The minimum wage increase is supposed to be the first step to solving the income inequality problem in America and a step towards economic growth in America, by helping to stimulate the economy. Research into the effects of the wage increase shows, to me, that a higher minimum wage does not cause a drastic change in unemployment. It does increase productivity, and will address the growing problem of rising income inequality. I have included both the positive and negative sides to increasing the minimum wage, within this paper. Heather Boushey, Executive Director and Chief Economist said, â€Å"The best way to fight poverty is to make sure people have jobs with decent wages that put them above the poverty line (Boushey, 2014).† Meaning that raising the minimum wage would help to reduce poverty. Raising the minimum wage to $10.10 an hour will reduce the poverty rate for non-elderly Americans to 15.8 percent from current 17.5 percent (Boushey, 2014). This increase would bring about 6.8 million people out of poverty. Concurrently, a 2015 Purdue University study found that raising the wage of fast food restaurant employees to $15 per hour would result in a price increase of 4.3% and 25% respectively, or a reduction in product size between 12% and 70 (Boushey, 2014). NBC News found that the price of a cup of coffee went up by 10% to 20% in Oakland,Show MoreRelatedEssay on Raising Minimum Wage Increases Unemployment1420 Words   |  6 Pageshelps families make ends meet like higher wages. †¦ And to everyone in this Congress who still refuses to raise the minimum wage, I say this: If you truly believe you could work full-time and support a family on less than $15,000 a year, go try it. If not, vote to give millions of the hardest-working people in America a raise.† -–President Obama, State of the Union address, Jan. 20, 2015 President Barack Obama is renewing his call to raise the minimum wage to $10.10. During a speech at a manufacturingRead MoreRaising The Minimum Wage Increase On Employment And Family Income Essay877 Words   |  4 PagesRaising the minimum wage America’s economy is built upon the free enterprise system which operates according to five principles: the freedom to choose our businesses, right to private property, profit motive, competition, and consumer freedom. This system allows pricing of goods and services and employee wages to be determined by the market. Raising the minimum wage will adversely affect the pricing of consumer goods and employee wages and can temporarily disrupt our economic system. 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In response to this inquiry, a large majority of the general population, relatively unrelated to their degree of income, support legislation to increase the minimum. However, the issue has