Internal Customers Essay Example for Free

Internal Customers Essay The people in this department need to know what deliveries are to be made and what products are to be delivered.  Staff Office  The Human Resources department need to know hours worked by employees and if there are any positions to be filled.  Staff Training  They need to know which members of the department will need training and which areas need to be covered in the training exercises.  Cash Office  The cash office needs to know what transactions were made at all the tills in the department and how much money there is in the tills at the end of the working day. This is so they can tally up the stores figures and see how well the shop has performed on that particular day. CCP (Customer Collection Point)  Many goods are collected from the shops CCP such as microwaves. The people at the CCP need to know what is being collected and the transaction number so they can tie up the paperwork, customer and the goods.  Service Desk  When customers have a problem with an appliance they have to go through the service desk so the large electrical department has to get information from the service desk regarding the outcome for instance an appliance may have to be replaced. The large electrical department already employs a number of different customer service techniques to help improve the running and efficiency of the department, which also importantly improves the relationship with the customers. There are however occasions when these strategies dont work the way that they should and customers can become dissatisfied with the level of service that they feel they are receiving.  Here are some examples of techniques that have recently been introduced in the department to help improve customer services. When staff join the Large Electrical Department the must complete questionnaires to ensure they understand procedures that are carried out in the department. A copy of which can be found in appendix 1. The Introduction of Ticketing system for waiting customers  The department recently introduced a fairly simple but effective ticketing system so that customers are served at the correct time instead of customers just grabbing a selling Partner when they see one that is free. When a customer enters the department they are now greeted by the customer service manager who stands at the Customer Service Podium. The Customer Service Manager gives the customer a ticket with a number on it and records down on the copy of the ticket that the manager keeps some details.  These are:  The customers name.  This creates a personalised service when the sell partner approaches the customer  What they want help on. This is so the Customer Service Manager can send over the right Selling Partner with the right knowledge.  A brief description of the customer.  The description helps the Selling Partner identify the customers easily.  When a selling Partner becomes free they must report back to the podium where the manager will hand the Partner the ticket of the next customer to be served.  This system is much improved from the previous queuing system, which involved the Customer Service Manager patrolling the floor and recording customers name down on a list. This meant that the Manager was never in one place and people may not have been put on in the correct order that they arrived in the department. When speaking to the Customer Service Manager of the Large Electrical department to enquire how successful the new system had been I was also informed of the one major problem there had been with it.  The problem was that when a customer took a ticket they would ask how many people there were before them. If the number was fairly high, for instance five people then it would put people off waiting. It was then up to the Customer Service Manager to reassure the customer that it wouldnt be too long. I also learned that on leaving the department previous customers who were used to the old system commented on how much better they thought the new system was.  The Introduction of Electrical Telesales at Watford  About two years ago the Branch opened the Electrical Telesales Department, which is part of the Large Electrical Department. The team is based at the branches warehouse, which is down the road from the store at Greatham Road. It is all linked telephonically and by computer to the main store. Customers can phone telesales and place orders for large electrical appliances over the phone by calling the store on 01923 244 266 and connecting to extension 4880. This service is very handy for many customers as they will often come into the store and get information on various appliances and then go home to check that it will fit in the desired space. They can then phone up and order it over the phone by credit or account card to save them making another trip into the store. Some people that have done research on the internet or another media will also use telesales to save them having to come into the store at all, especially people that have very busy lives. It is also designed to take some of the pressure off the actual department so that more time can be spent with each customer in the store. On average there are six partners manning the phones down at telesales. Which isnt really enough as they are also share with the Television and Audio department. So customers are put on hold, which can be for quite a long time, which frustrates the customers. Pre recorded messages are randomly played to the customers to reassure them that their call is important and will be answered by the next available partner. The telephonists can tell how long a customer has been waiting, and they will answer in a way that will reflect the length of time the customer has waited. Other problems with the telesales team are that there is a weak communication flow between the actual department and telesales. This means that mistakes can be made by telesales as they havent received information on changes made in the Large Electrical Department which in turn can have an affect on the customers.  An example of this was when EU legislation can into place saying that the collection of old refrigeration can not be continued because of the gasses inside. Telesales werent informed of this and continued to arrange for refrigeration to be taken away. When the deliverymen told customers that they couldnt take away the old refrigeration this angered customers who had prepaid the 9 collection charge. These mistakes are usually dealt with by offering a goodwill gesture for inconvenience and where appropriate a refund.  On the whole this venture has proved to be a major success as figures shown in the Annual General Meeting showed an increase in Large Electrical Goods with a major percentage going through the telesales team.  This is the information flier that is handed out to customers when visiting the Department if the wish to order over the phone. It give the phone number and extension number as well as a little information on the different services that they offer such as the 2 year warranty and Never Knowingly Undersold motto. Ways of paying at John Lewis  The use of credit cards at John Lewis  Until recently John Lewis didnt accept payment for goods by any credit card. This was to avoid paying the transaction fees to the banks that is added on when a customer pays using EFT (Electronic Financial Transaction). Apart from this customers were quite prepared to pay for any goods purchased using a John Lewis or Waitrose Account card that offers a low rate of interest. However to give the customer more flexibility John Lewis introduced the use of Credit cards in the Partnership. One of the main reasons for allowing this take place was because of where the transaction fee would go.  From 5 November 2001, all card payments with the exception of the John Lewis and Waitrose Account Card, are processed for you by John Lewis Card Services Ltd for a 2.5% fee included in the cost of your purchase. The balance is paid to John Lewis plc. The total amount you pay is the same regardless of the payment method. Source taken from http://www.johnlewis.com  The transactions fee that would normally have to be paid to the bank on any transaction that take place in either the department stores or Waitrose using EFT is retained by John Lewis. This means that John Lewis dont loose 2.5% of the sale that they have made but keep it as profit.  This move has meant that more customers are attracted to coming into the stores and paying by plastic, which many people prefer to do.  However there is one card that John Lewis still doesnt accept and that is American Express. This is because of the extremely high level of interest that is associated with this form of payment. John Lewis would still have to pay part of transaction fee if this card was used. These methods of payment can also be used to purchase over the phone using the stores telesales teams and via the Internet. This has all been designed to help create an easier way of shopping for it customers and improve customer services.  Computerised Ordering System  The introduction of the computerised ordering system a year ago has changed the face of the department and the way things are done, within the department. It was also a major turn around for the standard of customer services offered by department. The new system meant that orders could be processed a lot quicker as paper work didnt have to be sent via the post and orders we received at the warehouse instantly. A lot more options have been opened with this new system, all to the customers advantage, as well as making the whole ordering process a lot easier for the Selling Partner.  Customers can now reserve goods for longer periods of time, place an order for delivery in another part of the country and a lot more. Queries and problems can also dealt with by keeping record of points raised on the on the notepad of the actual order on the system so issues are dealt with much more effectively. Each customer gets a reference number when they place an order so information can be recalled instantly from the system should the need arise.  The quicker service makes buying Large Electrical goods less stressful meaning customers go away from the department happy with the level of service they have just received.  There have, however been a number of occasions when the system has gone down causing absolute chaos in the department as all orders have to be placed manually which is much more time consuming than using the computers. This angers customers who expect a reliable system then works quickly and effectively. With these events the need for the Customer Service manager pays off, as they are someone who can defuse difficult situations. All selling Partners are also trained in dealing with problems but the CSM is there as someone with higher authority.

Computers Impact on Physically Challenged :: Argumentative Persuasive Papers

Computers' Impact on Physically Challenged Have computers positively impacted society of the physically challenged? The answer to that question is yes. Computers have helped physically challenged people to become more independent and have better and fuller lives. The Internet has been a useful tool for these people because they can buy, sell, or read objects on the web pages. They can buy their groceries and read the newspaper on-line. Without the Internet and computers the physically challenged would have to depend on other people to help them do their shopping or reading. This paper will discuss speech and language impairments, hearing impairments, visual impairments, and mobility impairments and how computers have positively impacted each of these groups of people. First of all speech and language impairments are usually due to defects of articulation, voice production and rhythm, cleft palate speech, delayed speech development, and disorders connected to hearing impairments ("Speech", p.1). Computers have helped these people through software and hardware designed specifically for speech disabilities. One device, called a speech synthesizer, is connected to a computer or incorporated into the software. This can be useful as a training and teaching aid and also it can be used as a voice output for a non-vocal person ("Speech", p.1). This device allows a person who cannot speak, communicate to another individual through the computer. The computer speaks the words for the speech-disabled person. If the main desktop computer is not available for this purpose a portable communication aid can be used. This portable communication aid is an electronic device that has a speech synthesizer and it may be operated with a switch ("Speech", p.1). Another use of computers for the speech and language impairments is cognitive rehabilitation software. This software identifies and treats people who have suffered a stroke or some type of brain injury. The software is designed to concentrate on the detection and retaining of language function ("Speech", p.1). Michigan Memory Series of Software, provided by IBM, is a series that is useful for adults with stroke defects, closed head injuries, and other neurological problems. This series of software is also useful for children with learning disabilities, communication disorder, reading disorder, autism, mental retardation and other speech impairments ("Speech", p.1). Computers have positively impacted the speech and language impairments of people because these people can learn and communicate with others due to computers. Second, computers have positively impacted people who are hearing impaired.

How did government affect agriculture Essay

The period of 1865-1900 was classified as an era of Republicans, where laissez-fare governments favored big businesses. Technology was significantly evolving, focusing mainly on urban manufacturing. New technological advancements in farming were sold to the farmers at high prices and shipped at high freight rates. Also, the prices of cash crops dropped during this period, causing many farmers to live in poor conditions. In government, the power of urban industry and big businesses overcame that of the pro-farming politicians. Technology, government policy, and economic conditions effectively declined agriculture politically, industrially, and economically. Impediments such as industrial issues, poor representation in government, and waning agricultural prices that the farmers were forced to face, made agriculture suffer greatly during the late 19th century. During this period, the U.S. was technologically evolving at a rapid rate. New inventions and advancements made life easier for the working class. Railroads, after spreading all over the nation, made any part of the country accessible and expanded the national market. Document B displays that the years 1870-1890, the number of railroads in the nations increased massively. Also, the number of railroads with major land grants grew as well. At first glance, this change seems to have benefited the farmers, but actually did the opposite. It is true that railroads allowed the farmers to expand and have a way to ship their harvest and cattle a lot faster to more markets. However, greedy men like Cornelius Vanderbilt controlled the railroads. Extremely high freight rates made the farmers lose more than they expected. Likewise, the cost of shipping, taxes, low buying prices, overproduction, and cost of equipment, the farmer gained a mere profit. The technological advancements did make farming easier, but often were too expensive for the farmer to afford. In document D, a farmer during a wheat harvest preferred to use a team of about 30 horses instead of the possibly motorized mechanical harvester. New agricultural technology didnt help much or not even as effective as old methods and also was too expensive so farmers chose to stick with the old methods. Technology seemed better when looked at, but not in reality when it was put to use. This is an example that can be characterized by the era named by Mark Twain, The Gilded AgeThe nations government policy at the time was laissez-fare or hands-off government. The  Republicans were in power during this period and favored industry and the big businesses. Consequently, farmers had a poor representation in government both in-state and nationally. Agri cultural process was made, but still were limited gains. For example, a law was carried through the Illinois legislature and then Supreme Court to limit the freight rates and it was passed (Document C). As you can see, it was a small victory for the farmers and others, but still limited to only Illinois. Furthermore, the ones that contributed to the growth of agriculture were those part of the Populist party. The party consisted of people who favored the rights of the farmers. Several organizations were established to favor the farmers. For example, the Grangers and the Farmers Alliance were organizations that allowed its members that shared common goals to organize and unite. In document G Mary Elizabeth Lease delivers a speech to the people, telling them that the government lied to the people and deceived them. She proves her argument with the crop price reductions and claims of overproduction. Also, the government had problems dealing with the Indians and the settling of agricultural acres for Americans (Document I). A huge controversy during this period was the issue of the gold vs. silver standard. The Populists of course wanted the silver standard, for inflation and to flood the economy. This would help out the farmers and miners out west. William Jennings Bryan claimed that the country depended on farmers and without them the country would fall. Also, that the country should be in favor of the farmers because they provide for the nation and are more important than the cities (Document J). The hand-off policy of the Republicans did not allow for much improvement of the nations economy and even let it suffer as did the farmers. Not only did the farmers suffer, but as well as the whole nation because of presidents such as Grant and Hayes. Economic conditions for the farmers were poor and no one was there to help them. The farmers tried, but could not gain the silver standard they needed to improve their positions and finance themselves. Moreover, the big businesses and pro-wealthy Republicans were in the way of the farmers and holding them back. In document A, one can see that as the farmers produced more and more to make more money, the price of the crop dropped as well, thus, leading to overproduction and loss of money. Even if the farmer was  successful, he would have to give up his success to the government and railroads with more power in the industry. Nevertheless, on occasion contracts were signed, for example the one in North Carolina shown by Document E where the farmer would sign away half of his net proceeds, leaving him with hardly anything. The farmer was left crippled in a nettlesome cycle. Many times, the cattle and crops were shipped to far away markets such as Chicago, and the transit fare would increase as the distance increase (Document F). This struck hard at the pockets of the farmers. Many farmers were left to starve, out of work, and poor. Additionally, the poor weather such as hail would ruin the crops or the businessmen would take the crops (Document H). Consequently, the economic conditions did not favor the farmer, even though they provided for the nation, they were ruined by the people they help feed. This period part of the Gilded Age, America suffered because of a weak government policy and the big businesses had the real power. Unfortunately, the farmers were struck with the negative side effects that occurred from all this. American agriculture greatly declined, even though at first it seemed to have been benefited, it was industrially, politically, and economically destroyed and left in a tormenting cycle.

James Madison The First President Of The United States

James Madison was the smallest elected president of the United States; he measured 5 feet 4 inches and weighing less than 100 pounds. He was born on March 16, 1751 in Port Conway, Virginia. Madison Jr. was born in a family where tobacco planting was the main resource of income. His father James Madison Sr., owned a huge tobacco plantation with his mother Nelly Conway. Madison was the oldest of 10 children, and as a young kid he suffered from psychosomatic, epilepsy, and voice impairment. He believe that due to his health issues, he would die at a young age. Madison was a smart and brilliant man, he was home schooled until he was 12 years old. He attended a preparatory conducted by Donald Robertson. In the summer of 1769, James Madison attended the College of New Jersey also know as Princeton University. He there studied Geography, geometry, arithmetic, learned to speak Latin and Greek, and learned to read French. After he graduated in 1771 with a bachelor’s degree, he had to flee home due to his illness conditions worsening. At home, he would study law on his own with no intentions or beliefs of involvement. Without any idea, his life in politics began in 1776 when he was chosen to be in the Orange Country Committee of safety. This was a committee in which they would discuss subjects regarding the local militia. After this, he joined the local military forces where he obtained a glimpse of experience. He came to conclusion that due to his serious healthShow MoreRelatedThe First Five Presidents Of The United States Essay1596 Words   |  7 PagesThe first five presidents of the United States impacted the United States greatly and their names were George Washington, John Adams, Thomas Jefferson, James Madison, and James Monroe. The president I think that impacted the U.S the most was George Washington who was in office for eight years (1789-1797). 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