Customer Service Interview Coursework Example | Topics and Well Written Essays - 1000 words

Customer Service Interview - Coursework Example Once the customers are given excellent service, they will be happy to do another transaction with the company and even recommend it to their friends and colleagues (Zemke & Woods, 1998). Still it is already assumed that every once in a while customers will ask or complain about something that is obviously the reason why companies have customer care services. To have an idea on how customer complaints are handled, an interview with Ms. V. Siva, a customer service representative of Dish Network was conducted. According to her, customer service representatives play a vital role in an organization. As a part of the customer service team, it is their responsibility to provide outstanding customer service and help the management obtains ideas for product innovation from the given customers feedback and recommendation. Ms. Siva often receives calls from customers who wish to cancel their subscription. Other customers complain about their bills, while some are just asking for information reg arding their services and packages (personal communication, July 8, 2011). Those are the common day-to-day dilemma of the Dish Network subscribers. It shows that there are really no exemptions when it comes to customer service complaints, no matter how big a company is, because customer complaints cannot be avoided although it can be lessened. ... Its major competitor is DirecTV Group, Inc. (â€Å"Profile: Dish Network Corp,† 2011). Last April 2011, the company was able to purchase Blockbuster a home video and video game rental services company (Henry, 2011) and just recently, the company acquired ownership of Terrestar Network, a mobile communications company (Avery, 2011). Dish Network’s consecutive acquisition of bankrupt companies allows them to venture into other forms of home video and television services, attracting more and more subscribers in the country. As the people of this modern era seek for convenience and entertainment in the comforts of their home, Dish Network is able to give them the many available options for home entertainment. Even though the company has undergone major developments, it does not mean that they are exempted from receiving customer complaints. Customer complaints are part of the business cycle. The interview proves that like any other company Dish Network also has issues with their customer services. It is the common perception of most companies that when they are able to earn a profit that is more than enough to sustain the overall operation of their organization, their marketing strategy is effective. Actually it is true, their marketing strategy is effective but what is overlooked in this situation is in the area of customer service. Well it is good to focus on how to increase profit but it would not be good to set aside the concerns of the customers. If the company is serious with its intention to fully satisfy the customers, it must be able to provide outstanding customer services. On a positive note, one can say that the complaints encountered by the company are not

Globalization. Its Positive And Negative Effects Essay

Globalization. Its Positive And Negative Effects - Essay Example It is not possible to define Globalization in terms of integration or internationalization as has been suggested by some theorists. Globalization describes the interplay within cultures of macro-social forces (Basu 2008, p.29). Such forces include politics, economics, and religion. Discussion Globalization can universalize and erode a local group’s characteristics. It has significant social, business and economic implications. Major factors in globalization are Advances in telecommunications infrastructure and transportation including the emergence of the Internet. They generate further interdependence of cultural and economic activities. Since the mid 1980s use of the word globalization has been on the rise; further, environmental challenges like cross-boundary air and water pollution, over-fishing of the ocean and climate change are associated with globalization (Zurich, Cairns and Ramaphosa 2000, p.219). Globalizing processes are affected by the natural environment, work an d business organization, socio-cultural resources, and economics. Globalization is a process that leads to some substantial changes for businesses and markets to address the expansion of trade in services and goods between countries, increased labor migration levels, internationalization of services and products and development of global brands. Globalization also leads to increased labor migration levels, changes in consumption and production such as the expansion of off shoring and outsourcing of support and production services. It also leads to the entry of nations into the worldwide trading system including former nations of the Soviet bloc and China. A major outcome of globalization is the growing inter-dependence of economies. For instance, most countries in the world depend on each other for macroeconomic health, and economies of newly industrializing countries are growing faster than rich developed nations and they are winning an increasing share of world trade (Stiglitz 200 3, p.39). In 2000, the IMF; International Monetary Fund named four primary aspects of globalization; investment and capital movements, transactions and trade, dissemination of knowledge and movement and migration of persons. With regard to transactions and trade, developing nations increased their share of global trade, from 1971’s 19 % to 1999’s 29 %. Nevertheless, there is massive variation among key regions. For example, the NIEs; newly industrialized economies of Asia succeeded, but African nations as a whole did not prosper. The makeup of a nation’s exports is a vital indicator for success. Manufactured products exports soared, dominated by NIEs and developed countries. Commodity exports, such as raw materials and food were commonly produced by developing nations. As a result of this, investment and capital flow can be identified as another primary feature of globalization. The movement of Private capital to developing nations soared in the 1990s, replacing development or "aid" assistance which dropped substantially after the early 1980s. FDI; Foreign Direct Investment became the most vital category. Bank credit and portfolio investment increased although they have remained volatile, falling steeply in the wake of late 1990s financial crisis (Basu 2008, p.30). The movement and migration of individuals can also be identified as an important aspect of the process of globalization. Between 1965 and 1990, the migration of labor forces approximately doubled. A lot of migration occurred between LDCs; Least Developed Countries and