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  • Report on the accommodation and food and beverage services of 2 hospitality outlets – Carey’s Manor and Aramark
  • Contents of the assignment –
    • Introduction
    • Methods of accommodation, and food and beverage services
    • Scenario 1: Carey’s Manor
    • Company background
    • Situation
    • Size
    • Type and pattern of...More

    Contents of the assignment –
    • Introduction
    • Methods of accommodation, and food and beverage services
    • Scenario 1: Carey’s Manor
    • Company background
    • Situation
    • Size
    • Type and pattern of business
    • Food production and food service systems
    • Sample Menu
    • Scenario 2: Aramark
    • A comparative view
    • Assessment
    • Conclusion
    • References
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  • Report on the concept of Service Recovery
  • This report is based on the following requirement -

    Task
    Quality, complaints and service recovery strategies
    No matter how well designed your service is, there are always failure points, and thi...More

    This report is based on the following requirement -

    Task
    Quality, complaints and service recovery strategies
    No matter how well designed your service is, there are always failure points, and this means there is an opportunity for consumers to experience dissatisfaction and a sense of injustice which can lead to complaint behaviour. Assessment Three asks you to write a report that addresses the nature of the consumers’ complaints and make strategy recommendations to help reduce the likelihood of service failure and to manage services failures when they occur.
     
    Assessment Three requires you to consider the case study and imagine that you are the customer services training officer for American Express.
     
    Imagine it is your job to analyse the way your staff interact with customers and prepare training programs to help ensure that staff have good process for handling customer complaints. Training staff is only one part of your role- as a customer service officer your first thoughts are always about the consumers’ experiences; you are always  “trying to walk in their shoes” and empathise with their experiences. Before you develop your recommendations you like to research the nature of the problem- the main issues you have seen over the years are consumers’ sense of dissatisfaction from perceived poor quality service and injustice, but you know that like all social trends, these concepts change.  So you are constantly reading about consumers’ experiences in the market place. You love checking out websites that host stories about consumer complaints and then thinking about how those stories connect to theories about dissatisfaction and justice.  To your dismay, on one of your web searches, you find the following story:
     
    “Customer Service Is Here to Kiss Your XXX, Not Fix Your Problem
    American Express:
    Been a card holder for 8 years. Made a decimal point mistake when making a payment from my iPhone. Thousands of dollar payment instead of hundreds. Naturally the payment gets returned. I discovered the error before AmEx even knew about it. I notified my bank and I notified AmEx. Both were VERY understanding and told me not to worry. AmEx went so far as to say that they would cover an overdraft charges I was hit with and that since this was my first blemish with them that it wouldn't negatively impact me in anyway.
    Fast forward to a few days later, I get a call from the wife saying that she can't use the card...I check the account, no suspension notices or anything. I call AmEx up and I'm put through to their returned payments department. I end up on the phone with a very unsympathetic rep who basically accuses me of trying to defraud them so that I can make illegal purchases. When I inform that I had ed AmEx a few days before to notify THEM of the mistake I had made he told me if that was the case then I should have stopped the payment. I explained to him that the customer service rep I spoke with never suggested that because everything would work its way through the system and that my account wouldn't be negatively effected. His response..."that's what customer service does. They tell you what you want to hear."
    WTF? Well, I ask him if they can lift the hold because it's on another card and shouldn't effect my whole account. No. Is there anything I can do?
    "Do you have the funds available for that payment?" I don't. "Then no. Your account is suspended until everything clears or we get a stop payment from your bank."
    The guy was completely unsympathetic and unwilling to work with me. I realize it was my fault, but mistakes do happen. I'm ready to tear up my AmEx, but I decide to try one more thing. I call the bank, issue a stop payment, and then call AmEx one more time. I get another return payments rep. However this time...she is willing to listen. It was like night and day.
    I explain the situation to her. She is immediately understanding. She looks at my account, puts me on hold, then comes back on and says that her supervisor has authorized my card to be reactivated. I'm shocked and happy. I speak with her supervisor, thank him and sing her praises. He looks over the call record and gets the name of the rep whom I spoke with before. He tells me that he's going to "speak" with him. Either way...it's a shame that a company's reputation can be made or broken with a single person. In this case it was a happy ending. I hope the first customer service rep I spoke with...finds coal in his stocking and reindeer scat on his roof, car, and all over his yard”
    Source: http://gizmodo.com/your-worst-customer-service-horror-stories-1486478923
     
    After reading the story you go into action mode- this kind of service failure should never happen- even with the happy outcome, this story has shown you that your service operators need a revised training course.
     
    Your first step is to evaluate the situation; you search for and find some current theory (one journal article for each topic) and market practices (i.e. industry service codes) on:
    • service recovery;
    • complaint behaviour (motivations of consumers);
    • service quality and the nature of satisfaction (delight) and dissatisfaction (rage) and;
    • justice ( procedural, interactional and outcome).
     
    After synthesising the theory and practices, you then examine the current service practices of American Express itself as if you were an outsider by visiting their home website (please go to- http://about.americanexpress.com/ays/?inav=about_at_your_service )
    Once you have fully exhausted your research you then use all this information ideas as the foundations for a practical strategy that can help the company reduce the impact of this situation. 
    To make it easier for others to understand your process for developing your recommendations you have decided to document your approach in a report.  You have chosen to use the Effective Service Recovery System (see: Wirtz et al 2013 figure 13.7 p 402) as a template, to help ensure you have included all the necessary steps in service recovery process. 
    You plan to write recommendations that will close the feedback loop and ensure that your customer service operators “do the job right the first time”.
     
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  • Report on the Immigration trends in Australia
  • • Summary
    • Introduction
    Australian Demography
    Immigrants in Australia by birthplace
    Ethnicity in Australia
    Trends of Migrants to Australia
    Net Overseas Migration (NOM)
    Advantages with the econ...More

    • Summary
    • Introduction
    Australian Demography
    Immigrants in Australia by birthplace
    Ethnicity in Australia
    Trends of Migrants to Australia
    Net Overseas Migration (NOM)
    Advantages with the economic side of immigration in Australia
    Disadvantages with the economic side of immigration in Australia
    Advantages to do with the cultural side of immigration in Australia
    Disadvantages to do with the cultural side of immigration in Australia
    References
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  • Report on the purpose of monasticism and varieties of monastic life in Eastern region
  • Introduction 2
    Purpose of Monasticism 2
    Institutional types of Monasticism 3
    Varieties of Monastic Life in Eastern Religions 4
    Hinduism 4
    Jainism 5
    Buddhism 5
    Daoism 7
    Conclusion 8
    References...More

    Introduction 2
    Purpose of Monasticism 2
    Institutional types of Monasticism 3
    Varieties of Monastic Life in Eastern Religions 4
    Hinduism 4
    Jainism 5
    Buddhism 5
    Daoism 7
    Conclusion 8
    References 9 ... Less

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  • Report on the topic – “International best practice - Public participation in environmental governance”
  • • What is environmental governance?
    • International best practice in public participation
    • International Conventions
    • Access to information
    • Allowing public comment on proposed developments af...More

    • What is environmental governance?
    • International best practice in public participation
    • International Conventions
    • Access to information
    • Allowing public comment on proposed developments affecting the environment
    • Transparent decision-making process
    • Case study: consultation with Indigenous peoples
    • References
    ... Less

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  • Report on the water sanitation and hygiene issues across the globe
  • Introduction 2
    Water Sanitation and Hygiene 3
    WASH Initiatives 6
    Water Sanitation and Hygiene in Nepal 13
    Nepal Water for Health (NEWAH) Initiatives at Sandikhola 15
    Conclusion 20
    References 22...More

    Introduction 2
    Water Sanitation and Hygiene 3
    WASH Initiatives 6
    Water Sanitation and Hygiene in Nepal 13
    Nepal Water for Health (NEWAH) Initiatives at Sandikhola 15
    Conclusion 20
    References 22 ... Less

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  • Report on the World Bank-initiated anti-poverty project on the Internet known as the Development Gateway
  • This report is based on the following requirement –
    This report requires you examine a World Bank-initiated anti-poverty project on the Internet known as the Development Gateway, using the four dime...More

    This report is based on the following requirement –
    This report requires you examine a World Bank-initiated anti-poverty project on the Internet known as the Development Gateway, using the four dimensions of power as theoretical lenses. In answering your questions, you are allowed to draw from material that you have read about, or features you have seen on, the Development Gateway. If you feel that there is little (or no) actual material on the Gateway that will help you answer a particular question, then you can speculate by hypothesizing on what “could” be on the Gateway (even if it isn’t actually there now), given its purpose and nature. You can get ideas from other anti-poverty portals that you have seen. Be very clear in your response if you are using actual features of the Gateway, other websites, or something completely hypothetical. Questions are:

    • DISCUSS THE FIRST DIMENSION OF POWER IN THE CONTEXT OF THE DEVELOPMENT GATEWAY. Comprehensive answers will define the first dimension of power thoroughly; discuss important stakeholders and what their power bases were before the Development Gateway came along; and explain how the availability of resources on the gateway caused these power bases to change (was a particular stakeholder empowered or disempowered) and why. (750 words, 10 points)

    • DISCUSS THE SECOND DIMENSION OF POWER IN THE CONTEXT OF THE DEVELOPMENT GATEWAY. Comprehensive answers will define the second dimension of power thoroughly; discuss three different ways by which the second dimension is exercised in the Development Gateway; and explain how these make the Gateway exclusive and inclusive, sometimes both, in terms of who is brought in and kept out. (750 words, 10 points)

    • DISCUSS THE THIRD DIMENSION OF POWER IN THE CONTEXT OF THE DEVELOPMENT GATEWAY. Comprehensive answers will define the third dimension of power thoroughly; provide relevant examples (hypothetical or actual) about how the third dimension of power can be mobilized on the Gateway; and discuss specific strategies used to do so. (750 words, 10 points)

    • DISCUSS THE FOURTH DIMENSION OF POWER IN THE CONTEXT OF THE DEVELOPMENT GATEWAY. Comprehensive answers will define the fourth dimension of power thoroughly, and identify and define factors from the broader environment that affect power dynamics within or around the Development Gateway.
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  • Report on various aspects of Global Warming
  • This paper answers the following questions –
    Briefly introduce the problem of climate change and summarize the global warming controversy.
    Briefly discuss some of the most likely economic consequen...More

    This paper answers the following questions –
    Briefly introduce the problem of climate change and summarize the global warming controversy.
    Briefly discuss some of the most likely economic consequences of global warming.
    Detail the effect on welfare and incomes of imposing tariffs on goods produced by the top polluting countries?
    What is a market failure and how does it relate to global warming?
    Define externality and give an example of a positive externality and a negative externality.
    Using examples, explain what the other market failures are.
    Explain why a commitment to a binding carbon price target is a better option than a carbon emission cap.
    Some argue it is unfair to impose emission caps to developing countries since today’s rich countries did not have such caps. Discuss.
    The success of designing a carbon price mechanism depends on two Crucial internationally negotiated parameters: (I) the price target, and (ii) The Green Fund incentive. Explain.
    References

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  • Research Assignment on SNMP management software packages
  • This assignment contains the following –
    List three industry leading commercial SNMP management software packages.
    List two free SNMP management software packages.
    Contrast the difference between ...More

    This assignment contains the following –
    List three industry leading commercial SNMP management software packages.
    List two free SNMP management software packages.
    Contrast the difference between one of the commercial software packages and one of the free software packages.
    ... Less

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  • Research essay on “Is Australia a really lucky country”
  • • Introduction
    • Why Australia is ‘lucky’?
    • Geography
    • Ecology
    • Economy
    • Social and Political factors
    • Can we still call Australia a ‘lucky country’?
    • Conclusion
    • References
    ...More

    • Introduction
    • Why Australia is ‘lucky’?
    • Geography
    • Ecology
    • Economy
    • Social and Political factors
    • Can we still call Australia a ‘lucky country’?
    • Conclusion
    • References
    ... Less

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