Lesson 1: Good Customer Service
(The set-up is a classroom. The leader is a teacher, and the respondents are the students. The teacher wants to know the aspects of good customer service and their importance. He will do so by asking questions to the business and administration class).
Part B
Lesson 2: Workplace Diversity
Student2: Diversity plans are committed to eradicating social discrimination and other forms of institutional racism. Moreover, it seeks to incorporate the contributions and interests of different cultures in its goals and operations.
Student3: They assist in identifying discrimination in terms of underrepresentation of various classes such as women and take necessary action to ensure their representation. Furthermore, it helps in eliminating a recurrence of systematic discriminatory practices in areas of employment. Lastly, it aids in employing the underrepresented for instance women and colored people in all levels of the organization.
Assignment 2
1. Why are first impressions in customer service important?
They help retain customers, enhance customer loyalty and also ensure customers are satisfied with the business.
2. Customers can come from a range of different groups. Name there of these groups
Gender, Age and Occupation
3. True
4. True
5. Customers feel that they are cared for and will be easy to retain them.
6. It helps in getting feedback from the customers and gives indications on areas where the business might invest in profitably.
7. Five tips for building positive workplace relationships
Make it easy for customers to give their feedback, be transparent, use the existing feedback channels, save money to use for conducting surveys, and know your business by engaging someone to talk about his or her experience with the business
8. Feedback- is the response from customers telling of their experience with a business.
B. it is important since it indicates where resources might be directed to ensure profitability.
9. True
10. False
11. Open door approach- is a management approach where employees can approach senior management to discuss issues such as job performance, business ideas among others. Proper rules and procedures should be put in place and followed to make it successful.
b. i. Put specific rules to be followed in the approach
ii. Should be clear that it is not a form of indiscipline to the bypassed supervisor
12. One on one
13. A policy is a statement to show intent of achieving a particular goal.
b. Employee manual.
c. Dress code policy, violence policy and sexual harassment policy
14. Understanding goals and objectives of the workplace allows individuals to know their roles in the workplace and how to work and improve towards achieving organizational goals.
15. Rights
Right to work free from discrimination and harassment, right to be compensated correctly and fairly, acting and dressing as per your religious belief, and working in a safe environment free from health and safety risks.
Responsibilities
An employee should arrive at the right time ready for work
Should dress according to the company’s dress code
Should respect customers, workmates and the employer
Should perform a job to the best of her abilities
16. Conditions for firing an employee
Poor job performance
Work absenteeism
Violating company rules
17. Diversity in the work place-is a people oriented issue that involves incorporating people with differences and similarities in an organization.
18. Listen to others
Recognize other people’s emotions
Empathize or see the point from other people’s perspective
Encourage others
19. All of the above
