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Question 2
A service representative of a major U.S. airline told a customer about an internal memo that had been circulated called No Waivers, No Favors, which promises significant and negative consequences to any employee giving a customer special treatment outside the airlines strict policies. As the employer noted, Now, nobody is doing anything until we find out what happens to us if we are a little lenient about enforcing a rule. People are scared. Why do you think that management adopted this policy? What implications will it probably have for customers?
Answer
A post-9/11 airline policy referred to as no waivers, no favors seems
to have been adopted by almost everyone shortened to no. No matter how personal, necessary, or justified your reasons are, you just cant help the fact that airlines are too cold-hearted and closeminded to allow you to cancel, let alone, offer a refund to your flight tickets
The management of this Airline would have adopted this policy could be
jobs.
Cont.
Another reason why people are scared, in Terms of the airline and its
personnel would be invited error from bending the rules,thus giving meaning to the memos title No Waivers, No Favors
Penalties, the loss of their jobs because of the policys part which promises negative consequences to any employee giving a customer special treatment outside the airlines strict policies.
Question 4
Construct a list of different names for a customer". For example buyer, client and so on.
Answer
A prospect A client An up A lead A buyer A purchaser A consumer End user Suppliers Retail store Assembly line worker Public
Question 5
Think about a prescription that a doctor might
write. Describe the different types of customers involved in the process of filling the prescription.
Answer
Patient needing to see the doctor
Patient is not feeling well and decides to call the doctors office
Receptionist schedules the patients appointment
Cont.
Doctor comes into see the patient & diagnosis the patient Doctor writes the patient a prescription
Cont.
Patient leave the doctor office and heads to the pharmacy
The pharmacist fills the prescription with medication that the pharmacy received from pharmaceutical company Finally the prescription is filled and the patient goes home.
Question 7
How might your school use the customer driven quality cycle?
Answer
Customer needs and expectations Identification of Customer needs Translation into product/service specification
Output
Feed back
Customer Perceptions
Cont.
Expected Quality is what the customer assumes will be received from the product.
Students needs and expectations e.g. Educational Services that provide enjoyable learning experiences, Permit socialization ,Enhance quality of life.
Question 9
How might a college or university segment its customers? What specific needs might each of these customer groups have?
Answer
Segmentation of customers:
Potential students Current students Transfer students Alumni Employers of Graduates Financial supporters Faculty Staff Taxpayers State Legislature Parents of students
Cont.
Further segmentation of Current students.
Current Students
Academic levels
demograp hics
Gender
Age group
Ethnicity
Doctoral
Freshman
Junior
Senior
Cont.
Needs of Students:
Educational Services that provide enjoyable learning
experiences Permit socialization Enhance quality of life Broaden knowledge of subjects of personal interest Promote general mental welfare Self actualization Specific skills that will enhance chances for job entry Social class Advancement Career satisfaction
Needs of faculty:
Ability to attain tenure
Incentives Career advancement
Improved Salaries
Lighter workloads Job security Greater administration support Sufficient resources