The Etiquette Of Customer Service - 1601 Words

The Etiquette of Customer Service – Instructional Guide Overview Objective Key points How to say â€Å"I’m sorry† without apologizing in customer service? There are justifiable situations that require customer service representatives to say â€Å"I’m sorry† without apologizing. Situations include: a plan benefit that is not covered, denial of a pre-authorization, or an appeal denial. Session#1 I’m Sorry When this occurs, there are phrases that you can consider utilizing to indicate acknowledgment of the situation. †¢ â€Å"I sympathize with your situation/frustration†. As customer service representatives, it is sometimes required for us to allow our members to express their†¦show more content†¦Example: Scenario: The incorrect 2016 plan brochure was mailed to a member. Response: We are sorry for mailing the incorrect plan brochure to you. 4. Ask each group to designate a person as the member and a person as the customer service representative. 5. Allow the groups five minutes to brainstorm their presentation details. 6. After five minutes – Stop the groups. 7. Ask each group to come to the front of the room and do their presentation. Minutes to complete role play (10 minutes) Debrief Based on the scenarios presented, ask the class how they would feel if they were the member or the customer service representative? Ask the class, to reflect back on a similar complex situation that a member had called on, after this training, do they believe that they could have handle the situation differently? Questions Session #2 Anticipating unasked Welcome back to Session 2 of our summer soft skill program. We are continuing our discussion on customer service etiquette. Last time we had discussed about how to say â€Å"I’m sorry† without apologizing. This session we are going to look at how to anticipate unasked questions. questions Key Points In customer service, everyone should always be prepared to anticipate unasked questions. With being prepared, our members will feel we are paying attention and

Procrastination And Its Effect On Life Essay - 2006 Words

Contents Introduction 2 Chapter 1: What is Procrastination? 4 Chapter 2: Why We Procrastinate? 6 How to Stop Procrastinating – Step by Step 9 Introduction Are you putting off your important tasks again and again? No worries! You are not the only one. Truth be told, numerous individuals delay to some degree – however, some are so chronically influenced by procrastination that it stops them satisfying their potential. Ultimately, it disturbs their career. The way to controlling this ruinous propensity is to perceive when you start procrastinating, try to understand why it happens to you and find a way to deal with your time and results better. I have come to embrace my delaying nature to a specific degree. At the point when my schedule gets too long, I basically start another one. Procrastination can be an indication that what we are chipping away at the wrong thing. It can likewise be an indication that possibly we have to step back, take a full breath, and recharge yourself before handling the assignment again tomorrow. Obviously, procrastination is a result of laziness. In the event that you have an exam to concentrate on for, a paper to compose, or if you have a presentation to make or a supervisor or customer to mollify, then the work will need to complete, whether you begin today or even put the task off until tomorrow. Perhaps you do not have a delaying issue as much as you have a work issue. In the event that you wind up lingering without stopping for even aShow MoreRelatedThe Effects Of Procrastination On Your Life Essay2024 Words   |  9 Pagesimpact that procrastination is having in your life. Is it helping you achieve your life goals? Is it helping you improve who you are and helping you become more? On the other hand, maybe is it just making your entire life more complicated by not letting you release your full potential? † (Smullin, 2012). Many people are unable to resist a temptation of delaying important tasks until it is too late, and there is actually no time to do something. This human being’s habit turns into procrastination. PhilosophersRead MoreEffects Of Procrastination On Our Spiritual Life1273 Words   |  6 PagesEffects of Procrastination on Our Spiritual Life It seems odd at first, thinking it s an ironic statement for procrastination to have an effect on our spiritual lives. Intrinsically, we need to first understand that we are actually spirit beings living in a vessel called the body (flesh). As a matter of fact, our spirit is more real than the flesh. This was unbeknownst to me, until I transmogrified to a believer. Taking a brief excursus, lets firstly understand the grammatical meaning of the wordRead MorePsychological And Physical Effects Of Procrastination Essay1746 Words   |  7 Pages The Psychology of Procrastination Marcus W. Middleton Caledonia Mumford Central School â€Æ' Abstract The psychological and physical effects of procrastination can be detrimental to the health of an individual. However this is a fixable habit that can be overcome through learning and treatment.â€Æ' Introduction In 2007, it was found that up to 95% of students in the United States procrastinated on academic tasks. Even worse, 30% to 60% of those students procrastinated regularly and 75% of themRead MoreEffects Of Procrastination727 Words   |  3 PagesProcrastination Over the years procrastination has become a bigger and bigger problem for our world. Many people take procrastination for granted or do not think of it as a big deal. But, what those people dont know is that this harsh epidemic is becoming a serious problem for many people. According to author Piers Steel of the book The Procrastination Equation, in the past quarter century the average self-score of procrastinators have increased by thirty-nine percent. In other words, more thanRead MoreProcrastination And Its Effects On Students1300 Words   |  6 PagesEveryday students procrastinate. This is not something new, however. Procrastination is a behavior that started a long time ago. It is a phenomenon as old as the universe. Most students are seen procrastinating every day. Zarick Stonebraker (2009) conducted a survey among students. They wrote: As expected, the effects of procrastination are widespread. Only a single student claimed â€Å"never† to be affected by procrastination in any of the three categories and 42 percent admitted that they â€Å"usually†Read MoreStudent Procrastination852 Words   |  4 PagesMrs. Ryals English Comp 1 9 Nov. 2017 Student Procrastination   Ã‚  Ã‚   Is procrastination a student’s worst enemy? Statistics show that about eighty to ninety percent of college students procrastinate, and this causes problems when it comes to their line of study or coursework. Student procrastination can negatively impact their lives by causing stress, unhappiness, and a lazy work ethic; though, there can be solutions to this problem.   Ã‚  Ã‚   Procrastination is a well-known habit of a majority of studentsRead MoreThe Negative Influences Of Procrastination1344 Words   |  6 PagesNegative Influences of Procrastination We’ve all had a paper due on a Wednesday that we had known about for the past two weeks, but for some unknown and involuntary reason, we choose to save it for a Tuesday evening, which turns into a Wednesday morning as we frantically work to finish an assignment we probably could have finished in class over a couple of days. We may have been preoccupied those couple of weeks, with a job, or sports; maybe even putting together a fundraiser of some sort. Or maybeRead MoreWhat I Had A Year1505 Words   |  7 PagesI had to spend all night for picking a topic, finding information and writing six pages about procrastination. Since I commit that I am a procrastinator, I want to know more about procrastination. Plus, I want to understand how procrastination can push me far away from achieving my goals as well as its negative effects; I decided to make a research about it. And my question was â€Å"What is procrastination?† I already knew that almost everyone, especially are c ollege students have procrastinated at leastRead MoreThe Negative Effects Of Procrastination1525 Words   |  7 PagesWhat is something that just seems to be apart of our human nature, our generic code, something that is now considered an inescapable trait of life? Sure you can fit â€Å"death† into this description, or other dreadful things; like paying taxes, college loans or typing essays, but the one thing you should be thinking of is procrastination. In the dictionary it is defined as â€Å"the act or habit of procrastinating, or putting off or delaying, especially something requiring immediate attention† (DictionaryRead MoreCauses and Effects of Procrastination764 Words   |  3 Pagesschool, college or even the workplace, many people tend to neglect an assignment that has an approaching deadline. It is merely impossible for people to claim that they have never waited until the last minute to complete a task. Recognizably, procrastination is not an unfamiliar t erm. I can vividly remember frantically attempting to complete a paper at almost two in the morning, just several hours before it was due. With my eyes heavy and my mind racing back and forth between my laptop screen and

Painting Styles Essay Example For Students

Painting Styles Essay Neoclassical art is deeply enriched by Greek and Roman influences. The movement began in the mid sass; it was known for its portrayal of subject matter in a more serious light. The painting of Napoleon shows us how regal he is and how morally just he was. This can also be seen in the formal aspects of the piece as he is obviously the center of the painting, making him the center of attention and by the fact that the light is focused on him, casting what appears to he a glow. The majority of the neoclassical art contained clean backgrounds and architectural details from Greece and Rome, Impressionism was developed in France during the late 19th and early 20th centuries. These pieces of art were painted as it someone just took a quick look at the subject of the painting. The paintings usually were in bold colors and did not have a lot tot detail. Paintings in this style were usually outdoor scenes like landscapes. The pictures were painted to look like they were shimmering. Luncheon of the Boating Party by Renoir is a perfect example of Impressionism and is quite beautiful. It gives me the impression of light heartiness and fun. Abstract Expressionism is a movement that became popular is the post-World War II era in the late sasss it is a movement f art that is highly emotionally charged. It can be said that it is an approach that involves complete freedom from all traditional aesthetic and social values and favors spontaneous, free personal expression. The work is usually loud in color and large in scale. It appears to be free in form With lines that moue freely within the piece. Even though it looks very sloppy and messy there is not a single mistake or accident on these pieces. There are intentional strokes. As we see in the piece Autumn Rhythm it looks like there is just paint thrown all over the canvas at random but there is much feeling behind this piece. In this piece there are symbolic elements of nature in the orientation and color schemes that it portrays even fife do not immediately see it. It is a very emotional piece as well as a very emotional movement in art. Out of all the movements personally like this one the best. In conclusion, these movements are all important to art, both individually and collectively. They tell stories of the time period that they belong to and about the people these time; stories that go deeper than any history book or personal recollection of that time, think that this is why it is so important to look at these pieces and see what lies beneath the surface or the canvas.

Organization Behavior Employees Workplace â€Myassignmenthelp.Com

Question: Discuss About The Organization Behavior Employees Workplace? Answer: Introducation Organizational behavior refers to the study of human behavior in an organization. it relates to the way in which a person interacts, think and possess their views in front of other people in a management culture is called organization behavior. Further, the essay provides an overview of the organization behavioral aspects with regards to change in the attitude of a person. It also tells about the significant differences between the job satisfaction and organizational commitment of an employee's towards their particular organization and its impact on the organization (Gelfand, et. al., 2017). Further, it also tells about how a manager shall determine the significance of organizational commitment in an organization. Attitude influence the nature of people in the management process of the organization. If an employee develops a negative attitude towards other colleagues in an organization, then the behavior of that particular person will also affect the behavior of other people as well. Thus, it shall be noted that behavior is an important aspect which effectively contributes to the determination process of the workplace environment. The attitude of an employee is the most important factor which drives the behavior of an employee in an organization. Thus, in an organization, the management shall look after the attitudinal change of an employee which ultimately results in changing the efficiency of that person to work positively or negatively (Organ, 2017). So, it shall be understood that the attitude of a person is based on their past and personal experiences. A positive attitude helps the person to gain many new and efficient experiences in an organization. Therefore, it is said that the manager needs to evaluate and observe the behavior of its employees in order to analyze the success of the management of the organization. further the organizational behavior theory explained by Martin Fishbein states that there is a solid relationship between the behavior and attitude of a person in an organization which provides two consequence in which the manager shall notice things such as, change in both attitude and behavior in the social situation and evaluation of the level of attitude and behavior in specific situations (Kanfer, Frese, Johnson, 2017). Some of the factors which contribute to the development or change in the attitude of people which are peers, prejudices, family, social adjustment function etc. All these are the given factors which affect the behavior of a people in an organization. The potential and competency of an employee to perform particular task is determined by their attitude and behavior. Thus, it shall be noted that employee with the positive attitude is promoted first in the organization. Also, it helps in reducing the negativity. The target of the organization is only achieved when people aim to reduce the negativity and spread positivity in the attitude of people prevailing in the environment (Suwati, Minarsih, Gagah, 2016). Just like positive attitude affects the working of an employee similarly, negative attitude adversely affect the state and position of an employee in an organization management. Thus, it shall be noted that with this effect the whole employee efficiency is changed in an organizatio n due to which efficiency of the organization in the global environment. Further talking about the usefulness of an employee in an organization is that the demand of an employee in the market depends upon their behavior in the workplace. Thus, it is said that always create a positive attitude towards every new thing happening in the organization. The goal which an individual wants to achieve during their job can be achieved only with positive attitude and adoption of positive behavior (Sundarminingsih, Minarsih, Wulan, 2016). Attitudes are the most crucial part of the individual to initiate success in their job profile. As attitude affects the performance of employees in an organization due to which the collective environment in an organization also changes. Thus, it can be said a positive attitude of the workforce can create positivity in the whole organizational culture as well. With this process, the success in the organization is also achieved. Further talking about the both professional and personal life, attitude of a person determines its growth a nd success. The activities which a person performs highly are influenced by their attitude only, also the personality and characteristics traits which a person adhere are built by the attitude of a person only (Naburi, et. al., 2017). The attitude in simple words can be regarded as the response which a person gives in different types of situations. Therefore positive attitude helps them in better understanding things and achieving the desired goals whereas negative attitude of a person will initially demotivate them and lead them in the wrong direction; due to which they will get distracted from their goals and objectives. Also, the financial success and wealth of an organization also depend upon the behavior of the employees of the organization. Right and positive attitude will lead the organization towards success whereas negative attitude will reduce the efficiency of the organization. Along with the attitude, there are many other factors existing in the management of the organiz ation which affects the growth and culture of the organization such as job satisfaction and organizational commitment. Job satisfaction is one of the frequently measure term which is an indicator of the workplace environment (Schrock, et. al., 2016). Organizational citizenship, absenteeism, and turnover are some of the factors which predict the behavior of the individual in terms of job satisfaction. Further, it shall be noted that job satisfaction is the self-assessment and experience level which an individual receives in their particular job. Some of the factors on which job satisfaction depends are compensation, superior support, working environment, job security etc. Salary is the most important motivating factor for an individual in their job. Higher the remuneration, better the employee will work. Thus, the biggest motivation factor an individual which provide them job satisfaction is the remuneration which they get paid from the organization (Weer Greenhaus, 2017). So in order to maximize the satisfaction level of the employees and keep them interested in the job, the manager shall look after the remuneration, that they get adequately paid. Further talking about the superior support, it refers to the initiation of a good relationship between the superior management and the employees of the organization. The superior management shall create a healthy environment in the organization by initiating communication in the organization. They shall also look after their queries and resolve them so that the employees feel that the company also cares about the employees of the organization. This process reduces the negativity in the organization and increases the productivity as well. Superior support also introduces employer-employee relationship in the organization due to which the employee feels that their job is secured. The attitude of the employees forms the working environment in the organization. And the working environment of the organization is formed by the attitudes of employees (Baird, Tung, Yu, 2017). Both the aspects are co-related with each other, as if the environment in the organization is good then employees will automatically get motivated to work better, an if employees initiate positive working attitude then the working culture will become positive. Lastly, job security is another important aspect of job satisfaction which helps the company to retain the employees in the particular job. Job security refers to the process in which the employee is not at the risk of losing their job due to which they get satisfied with the services of the organization. Thus, if the employees are having job security then it is easy for the company to retain them and produce output from their work. It is very important for the manager of the organization to look after the aspect that the employee with whom they are working is committed to the work and their organization. As organization commitment refers to the process in which an employee is committed or loyal towards the activities which they perform for the organization. They always implement actions which are good and suitable for the growth of the organization. The organization is good indicator of the behavior of the employees towards their job. There are basically three components of the organization commitment mainly, affective, continuance and normative commitment. Affective commitment refers to the desire of an employee to stay in a particular job; it is their want to stay in the organization because of their affection towards the organization (Horwitz Horwitz, 2017). Further continuance commitment refers to the needs of an employee to stay in the particular organization and that need should be continuous. Further, t he normative commitment refers to the feeling of employees which initiates them to stay in a particular job. The methodology of organizational commitment helps the manager of an organization to understand the importance of employees in an organization. as if the employee will not be committed toward their job and organization then will starting shifting their jobs due to which employee turnover in the organization would increase; resulting to which a bad image circulate in the market of the organization (Ahmad, Athar, Hussain, 2016). Thus, in the limelight of above event, it shall be noted that attitude of an employee highly focuses on the growth of the organization. So, the manager shall initiate to take care of the interest of employees so that organization achieves its objectives. References Ahmad, J., Athar, M.R. Hussain, M., (2016). Linking Personality Traits with Job Performance Mediating Role of Organizational Commitment: An Empirical Evidence. Baird, K.M., Tung, A. Yu, Y., (2017). Employee organizational commitment and hospital performance. Health Care Management Review. Gelfand, M.J., Aycan, Z., Erez, M. Leung, K., (2017). Cross-cultural industrial organizational psychology and organizational behavior: A hundred-year journey. Journal of Applied Psychology, 102(3), p.514. Horwitz, S.K., Horwitz, I.B., (2017). The effects of organizational commitment and structural empowerment on patient safety culture: an analysis of a physician cohort. Journal of Health Organization and Management, 31(1), pp.10-27. Kanfer, R., Frese, M. Johnson, R.E., (2017). Motivation related to work: A century of progress. Journal of Applied Psychology, 102(3), p.338. Naburi, H., Mujinja, P., Kilewo, C., Orsini, N., Brnighausen, T., Manji, K., Biberfeld, G., Sando, D., Geldsetzer, P., Chalamila, G. Ekstrm, A.M., (2017). Job satisfaction and turnover intentions among health care staff providing services for prevention of mother-to-child transmission of HIV in Dar es Salaam, Tanzania. Human Resources for Health, 15(1), p.61. Oh, H.S. Wee, H., (2016). Self-Efficacy, Organizational Commitment, Customer Orientation and Nursing Performance of Nurses in Local Public Hospitals. Journal of Korean Academy of Nursing Administration, 22(5), pp.507-517. Organ, D.W. (2017). Recent Developments in Research Pertaining to Organizational Citizenship Behavior (OCB). Annual Review of Organizational Psychology and Organizational Behavior, 5(1). Schrock, W.A., Hughes, D.E., Fu, F.Q., Richards, K.A. Jones, E., (2016). Better together: Trait competitiveness and competitive psychological climate as antecedents of salesperson organizational commitment and sales performance. Marketing Letters, 27(2), pp.351-360. Sundarminingsih, S., Minarsih, M.M. and Wulan, H.S., (2016). Influence of motivation, work environment and leadership on the job satisfaction and implications for performance of employees (a case study in the diponegoro mlitary command). Journal of Management, 2(2). Suwati, S., Minarsih, M.M. Gagah, E., (2016). Influence of motivation work, career development and cultural organization on the job satisfaction and implications on the performance of employees (case on babinminvetcaddam iv/diponegoro). Journal of Management, 2(2). Weer, C.H. Greenhaus, J.H. (2017). Managers Assessments of Employees Organizational Career Growth Opportunities: The Role of Extra-Role Performance, Work Engagement, and Perceived Organizational Commitment. Journal of Career Development, p.0894845317714892.