This website uses cookies to ensure you have the best experience. Learn more

Hnd Business Essay

1010 words - 5 pages

You are working as an intern with MacTaggart Consulting, an organisation who deliver training on customer-related issues. As part of your training you have been asked to write an evaluative report on the customer care culture of an organisation of your choice.

Other interns are based in different parts of the consultancy. You have been encouraged to keep in touch with each other and form a mutual support group.

You decide to call a meeting with the other interns to discuss the report task. Your mentor says she would like to come along to hear how things are going and she offers to chair the meeting.

Send out an invitation to the meeting by email. Since this is a notice of ...view middle of the document...

A voice/video recording of the meeting may be made to help you with this task.

Tasks 3
Outcome 1 — Analyse factors contributing to a culture of customer care
Outcome 2 — Evaluate the customer care strategy of an organisation


You are working as in intern in a large consultancy that delivers training on organisational issues. One of their main areas of focus is excellence in customer service. As part of your training, your work mentor has suggested you create a portfolio of documents about customer care strategy and practice. This is your chance to impress! If you can do it well, it will improve your chances of finding a permanent position.

Your written task is divided into two parts.

(a) Write a short analysis (750–1,000 words) of the factors that contribute to a culture of customer care. Describe some recognised principles of customer service (eg knowing your customers; meeting and exceeding customers’ needs; engendering loyalty through customer satisfaction; establishing customer relationships and building rapport) and explain how and why they are important. Justify your reasoning with examples of actual practice (you may want to refer to the organisation you research for Task (b). Keep in mind the difference between acceptable and excellent customer service. Your analysis should focus on the following aspects of customer care:

Identifying and meeting the expectations of key customers
Dealing with customer care problems (at least two types)
Maintaining customer aftercare
Obtaining and monitoring qualitative and quantitative customer feedback

(b) Write a report of at least 1,000 words evaluating the customer care strategy of an organisation of your choice. Select an organisation that has printed information about its customer care strategy or policy (include this as an appendix to your report).

You might choose an airline, a local business, a national retail chain such as John Lewis, or Marks & Spencer, a travel agent, or an organisation in which you have worked yourself.

You will need to do some research to track down the information you...

Other Papers Like Hnd Business

Hnd Hospitality Essay

1970 words - 8 pages reinvested within the business. The service sector customer (i.e. the financier) is different from the consumer (i.e. those served). Its challenge lies in dovetailing these conflicting needs to provide satisfactory hospitality to the consumer within the confines set by the customer. Commercial Sector In contrast, commercial venues serve the elective consumer and compete to win custom and profits in what can be a saturated market. Hotels

Hnd Foundation Essay

4987 words - 20 pages Assignment Task 1 1.1 Management is a fragmented and interdisciplinary area of study, with a lot of academic branches. Willman argues this tree is narrower at its roots, and these roots lie primarily in social science. Key to the purpose of the book is to present management theory as applied social science. (Paul Willman, 4 Nov 2014) The organization and coordination of the activities of a business in order to achieve defined objectives

Hnd Buisness Level 5

1446 words - 6 pages Important Customer Information Your Card Important Customer Information 1. Is a credit card suitable for my needs? A Debenhams credit card can be used wherever you see the MasterCard logo. It is suited to short term borrowing and would be an expensive way to borrow large amounts over a long period. It is an expensive way of regularly accessing cash. Put Simply A credit card can be expensive if used to borrow large amounts over a long

Classic Interiors Hnd

2194 words - 9 pages offer support to my team to complete tasks in the most proficient and effective method. If complications with the operational plans were to affect the strategic plan I would inform my superiors and have discussions about alternative solutions. Issue 1 At present there is no agreed house style when creating business documents, each partner tailors the layout to their own needs, this is a time consuming and unnecessary process. It doesn’t reflect

Hnd Core Unit Assessment

918 words - 4 pages HN Unit: F84W 35 INFORMATION AND COMMUNICATION TECHNOLOGY IN BUSINESS Case Study RBS Case Study Ross Building Society, known as RBS, was established in 1967. The company has a network of 30 branches that are based throughout Scotland, ranging from Inverness to Edinburgh and Dumfries. RBS offers a range of products in the financial market. These products include current accounts, savings accounts and mortgage products. The company

Principles of Health & Social Care Hnd

3812 words - 16 pages Principles in Health & Social Care By Marceline Bosongo Lokwa Principles Of health & social care practice Introduction In this essay will be cover principles in health and social care for example understand the impact of policies, legislation, regulations. Understanding how principles of support are implemented in health and social care practice. Understanding the theories that underpin health and social care practice

Managing Human Resource

2603 words - 11 pages ESSEX INTERNATIONAL COLLEGE Programme: Unit Number: Unit Title: Unit Code: Credit Value: QCF Level: BTEC Higher National Diploma (HND) in Business 22 Managing Human Resources F/601/1268 15 4 Writer of the brief: Internal Verifier name: Dr K Hoodless Dr M Rahman Learning outcomes and criteria covered by this assignment:    All pass criteria All merit descriptors All distinction descriptors Key dates: Assignment distribution

Personal And Professional Development

2001 words - 9 pages Self-reflection ppd plan This is a personal and professional development that shows a self-reflection of me using the skills audit discussed in the PPD sessions in the class room. This also provides insights of various strengths and weakness I possess and the various things which I want to develop during the course of my HND programme both in respect to my personal and professional development. It also gives out steps of how to achieve the


1699 words - 7 pages USED FROM WRITTEN OR INTERNET SOURCES, ARE DULY AND APPROPRIATELY ACKNOWLEDGED. BTEC HND in COMPUTING AND SYSTEMS DEVELOPMENT UNIT 2: COMPUTER SYSTEMS ASSIGNMENT BRIEF #1 Assignment: Case Study Trinbago Printing Company (TPC) is a medium sized Newspaper business. It is family owned with an 18 year heritage of newspaper publishing. As with most successful businesses, growth and expansion are necessary to adequately meet the growing customers

Organisation & Behaviour

4013 words - 17 pages Organisational Behaviour Structure and Culture HND in Business Management (Assignment 1) Lecturer- Damir.jovic Eindray Kaung [Type text] Ealing, Hammersmith and West London College Hammersmith Campus Page 1 4/8/2011 Organisational Behaviour Introduction The purpose of this essay is to understand the term of organistion and how it is important in forming a business. Moreover, it also describes the organisational behaviour, which

Business Decision Making

1584 words - 7 pages Assignment front sheet Qualification Pearson BTEC Level 5 HND Diploma Business Student name Unit number and title Unit 6: Business Decision Making Assessor name James Kwok Date issued Completion date Submitted on 5th January 2015 16th February 2015 Assignment title BDM: To start-up a upstairs coffee cafe in the city(2 of 2) Learning Outcome Learning outcome Be able to produce information in appropriate formats

Related Essays

Business Hnd Essay

1510 words - 7 pages the confidence to speak to their managers about their views or any ideas they might have. The last element of the Harrods Human Resources programme is Living the brand values and making sure that all the employees be it senior staff or ground employees who work the shop floor understand and model the brand values. The Human Resources department at Harrods developed this programme in order to improve the job satisfaction of their employees and

Taxation Btec Hnd Assignment Coversheet

2232 words - 9 pages NATIONAL ECONOMICS UNIVERSITY BTEC HND IN BUSINESS AND MANAGEMENT Assignment Cover Sheet met lam NAME OF STUDENT | | REGISTRATION NO. | | UNIT TITLE | Unit12: Taxation | ASSIGNMENT TITLE | Personal Income tax, Corporation Tax and Capital Gain Tax | ASSIGNMENT NO | 1 – Work in pair | NAME OF ASSESSOR | Dao Ngoc Tien, Nguyen Thu Hang | SUBMISSION DEADLINE | 10 am, Friday, 30 May, 2014

Btec Level 5 Hnd Diploma In Busin

1349 words - 6 pages [pic] Assignment Brief Assignment front sheet |Qualification |Unit number and title | |Pearson BTEC Level 5 HND Diploma Business |Unit 1: Business Environment | |Centre name

Hnd Hospitality Essay

1970 words - 8 pages reinvested within the business. The service sector customer (i.e. the financier) is different from the consumer (i.e. those served). Its challenge lies in dovetailing these conflicting needs to provide satisfactory hospitality to the consumer within the confines set by the customer. Commercial Sector In contrast, commercial venues serve the elective consumer and compete to win custom and profits in what can be a saturated market. Hotels