How Customer Service is provoded in business Essay Example for Free

How Customer Service is provoded in business Essay Costumer service is the ability of an organisation to recognise and consistently meet the costumers needs. Costumer service generally involves service teamwork and service partnerships so they can meet customer expectations and produce costumer satisfaction. Costumers contact an organisation when they need something, the main reasons are: * To complain * To request/ order a service/product * To obtain information * To ask for advice * To enquire about an order * To change an order or request * To report a problem to return and exchange goods * To ask for assistance or help The organisation I have chosen to study for this is the National Maritime Museum which consists of the Royal Observatory Greenwich, Queens House and National Maritime Museum. Together these constitute one museum working to illustrate for everyone the importance of the sea, ships, time and the stars and their relationship with people. A customer is anyone who has the right to ask or expect a service as part of a job role; this means there are two types of customers internal and external. Internal customers are all the colleagues who need assistance to fulfil their obligations to their own customers; these include the supervisors, staff, staff teams and managers. External customers are those who contact or visit the organisation because of what it provides or supplys as it is something they need. There are a wide range of external customers but only a few can apply to each business, some businesses have a wider range of external costumers compared to other businesses, such as a supermarket will have a wider range of external customers as it will sell a wide range of goods whereas a youth club or nursery will have a smaller rage of external customers as its only aimed at a certain age group. The National Maritime Museum has a wide range of customers and provides everyone access to its historical buildings and unique collectors; as a result the customers have a wide range of needs so they provide products and services to fit their needs. On any average day the museum staffs have to deal with * People wishing to research their family history in our archives * Ship model-makers wanting advice on details of a ship * Film companies wanting to use our buildings as a location for an advert or television drama * Domestic tourists wanting a fun day out * Foreign tourists wanting to experience British history * School and college groups wanting to investigate the Museum to help with their studies. The Museum has 7 main categories of customers which have their own special needs and interests and they are the following 1. Individuals Casual Visitors Special Interest Visitors Individual Researchers 2. Families Parents along with Young Children 3. Groups Mixed age groups Special Interest and Education 4. People from different cultures with different languages Foreign and Domestic Tourists People from Diverse Ethnic and Religious Communities 5. People with special needs Blind and Visually Impaired Deaf and Hearing Impaired Learning Difficulties Physical, Emotional or Mental Health Needs 6. Virtual users who access the Museum via our website People who access the museum via the website 7. Internal customers Members of Staff who Support the Work of Others The main three types of customers the National Maritime Museum focuses on are families, disabled visitors and groups. Families are an important target audience for the museum as it is a free family-friendly place to visit; it focuses of the key needs and expectations of family audiences which are: its free the price of tickets can be a barrier for many families, especially with the costs of travel and lunches its fun and educational with lots to see and touch, like the All Hands interactive childrens gallery theres lots to do such as special activity workshops, storytelling and treasure trails its easy to get to only 20 minutes from central London, with good transport links The Museum also has family-friendly events which bring the Museum galleries to life including practical activities for 2-to-6-year-olds (weekly); trails revealing the secrets of their vast collection of objects; action-packed art and science workshops, and actors performances for all ages. Their family-friendly facilities include areas for changing and feeding babies, clean and accessible toilets, cafe and picnic areas and online activities in the E-Library and on the website. The Museum aims to increase the number of families who visit the National Maritime Museum by expanding programs of events, activities and special exhibitions for families, especially during weekends and holidays. All this makes the Museum more appealing to families. Along with individuals the Museum has also built up experience in providing for different type of groups who each have a different set of needs. Foreign language students The Museum provides souvenir guides and essential visitor information on their website in different languages. This service targets both foreign tourists and domestic visitors with English as a second language. They also have non-Eurocentric displays and events which inform customers of the history of people and cultures from all over the world. Large Groups For large groups coach parking is easily attainable, there are special discounts given to access the charging exhibitions, pre booked tickets make it easier for large groups to book easily and guided tours and talks are especially available for larger groups. Special Interest Groups At the museum there are enquiry and research facilities accessible via the library, there are archives and online sources at hand and also special curator talks and tours for all the groups that have a special interest. Corporate and Private Hire Groups There is event planning and support available for Corporate and Private Hire groups including venue hire and catering for those who want to use the museum for private hires and corporate reasons. Educational Groups The museum provides curriculum recourses and educational talks along with support with visit planning and booking. They also have a lunchroom and cloakroom especially suited for school/ educational groups. Lastly the National Maritime Museum also focuses on developing access for all their visitors and users which includes those who are disabled. It continuously tries to exceed and improve the museums facilities to meet the basic requirements of those who are physically disabled, deaf and blind. They believe good, inclusive customer service is about understanding everybodys special needs. For visitors with disabilities, the Museum has a range of access facilities as part of its customer service. o Installing new lifts and ramps o The Road Train service o Providing detailed information for disabled visitors o Providing alternative ways to access the Museum o Maintaining a policy of welcoming assistance dog They have added lifts to improve physical access around the Museum site. Members of staff are always at hand to help. The new lifts and ramps that have been installed provide flat or wheelchair access to all levels and galleries. Visitors may also borrow manual wheelchairs from admission areas. Special bookings for those who are disabled are also available by calling the bookings unit who will make any special arrangements. There is also information available online such as the availability of disabled car-parking, mobility buses and the access facilities on all their sites. It is also important that the customer information also describes areas that are not accessible such as parts of the historic buildings of the Royal Observatory. This avoids frustration and disappointment on the day. Touch Sessions for Visually Impaired Visitors are also available. They have a number of alternative methods to accessing the Museum and its collections. For blind and visually-impaired visitors they provide: o Braille Guides o Raised drawing o Magnifying glasses o Large-print guides o Tactile maps o touch packs They also run a program of pre-booked touch talks and tours by Museum staff and guest speakers. The National Maritime Museum also has a sign-interpreted talk for deaf and hearing-impaired visitors. They have installed perimeter loops in the galleries, admission areas, information desks and key audio installations. They also run a program of pre-booked British Sign Language sign-interpreted talks and events. Customer service is important to the National Maritime Museum because without customers there would not be a business. Excellent customer service results in: * higher visitor numbers and greater customer diversity Visits to the sites are increasing each year provides a public service for groups of people who dont traditionally visit or use cultural or heritage organizations like museums Has an outreach community newsletter which has news and events for communities under-represented among the visitors * increased sales The Museum generates increased income through shops, cafes and charging for special exhibitions It also supplies hiring venues for corporate events and weddings and sales from the Picture Library. * increasing public image The Museum has to compete with other organizations for peoples leisure, by providing excellent customer service it increases public image they do this using their website and leaflets * survival in terms of competition Good customer service can give the Museum an edge over other tourist attractions or leisure facilities, as they compete for customers leisure time and money. * satisfied customers and greater job satisfaction for staff As well as asking for feedback from customers and monitoring visit numbers the Museum pays a market research company to conduct surveys, the customers are asked to rate their experiences and satisfaction levels, this helps knowing the customers needs and satisfying them. The staff also takes pride in being part of an organization which delivers high levels of customer service Job satisfaction is increased by positive feedback from the customers * repeat business and customer loyalty Museum donation box Analysis of feedback and visitor surveys indicates that 94% of visitors would recommend the Museum to their friends. Excellent customer service results in strong customer loyalty and increased visitor numbers especially repeat visits. The National Maritime Museum believes that to enjoy and learn from a museums collections, visitors must first feel welcome, secure and comfortable in their environment. Crucial factors include friendly staff to greet and help, clear signage, queuing systems, gallery plans and well-maintained washrooms and cloakrooms. Improvements to these areas can significantly increase word of mouth recommendations, repeat visits and time and money spent by visitors as competition for the publics time and attention is intense.

My Antonia Essay: The Spirit of Antonia -- My Antonia Essays

The Spirit of Antonia in My Antonia      Ã‚  Ã‚  Ã‚   The life of Antonia Shimerdas, the main character in Willa Cather's My Antonia, could easily be judged a failure. Perhaps measures of wealth, career, beauty and love fall short when held next to Antonia. If one could categorize life by that unnamable light or spirit which Antonia never loses, she would surpass all who belittle her achievements in other areas.    Where the spirit comes from, no one can say. â€Å"Perhaps an ethereal or god-like being takes residence in the person's heart†(Helmick 46). Some may say it's simply the chemistry of human beings to vary in levels of energy, which manifests itself as vigor and enthusiasm for living. â€Å"But even one who attributes the undying light to an abundance of hormones or simply luck in life will ultimately hit a barrier to such a theory, as is the case with the timeless heroine, Antonia Shimerdas†(Helmick 48).    Only rarely does the spirit of life embody itself in the eyes of a woman or man. Strangers recognize a striking presence in the eyes of Antonia even as a young child. Her penetrating eyes, like "mirrors of the soul," remind a passenger conductor of the gleam which emanates from a new dollar. Similarly, when first meeting his lifelong friend, the narrator, Jim, is struck by her "big and warm" eyes, which bring forth images of "the sun shining on brown pools in the wood" (Cather 22).    Like many children, the young Antonia exudes a fascination with all nature's things. Yet her connection with the land continues to flourish at the time when other children climb down from the trees and enter the realm of adulthood. In an arduous life of poverty and toil, Antonia embraces her love of the land, harnessing her passio... ...kept," they could not diminish that which made Antonia blaze-her Inner Light, whose mysterious source remains unnamed, but is forever cherished as a testimony to what it means to truly live.    Works Cited and Consulted Bloom, Harold, ed. Willa Cather's My Antonia. New York: Chelsea House Publishers. 1987. Bourne, Randolph. "Review of My Antonia." Murphy's Critical Essays 145-147. Cather, Willa. My Antonia. Lincoln: University of Nebraska Press, 1997. Fussell, Edwin. Frontier. American Literature and the American West. Princeton: Princeton UP, 1965. Helmick, Evelyn. "The Mysteries of Antonia." Bloom's Willa Cather's . . . , 109-119. Rosowski, Susan J., ed. Approaches to Teaching Cather's My Antonia. New York: The Modern Language Association of America. 1989. Trilling, Lionel. "Willa Cather." Bloom's Modern Critical Views 7-15.   

Essay on Margaret Atwood’s Rape Fantasies

Damarcus Fitzhugh Lenore Harris ENG 001B 11/18/2012 In most short stories of the past there have always been Heroes and Villains; good vs. evil. Whether it’s the innocent Hansel and Gretel vs. the evil cannibalistic witch; authors tended to paint the line separating the two through their uses of certain writing tools. The point Atwood attempts to drive into the reader is women’s naivety and overall downplay of rape. Margaret Atwood, author of Rape Fantasies, relies heavily on Irony and Characterization to get her point across. In the story Estelle, the narrator and main character, shares her rape fantasies along .In all of them she is a victim, later in the story, we find out that the reason she has these thoughts about being raped is so that if she ever is in a situation like one where she might get raped, she wants to be prepared to avoid it and protect herself. This shows an unrealistic and naive view on what rape really is. She imagines the rapist to be the victim i nstead of her. As mentioned in the text, all the rapists she fantasizes about are victims of some sort of mental or physical trait considered undesirable Atwood uses characterization, specifically in Estelle, with whom she characterizes as condescending, sarcastic and negative at times.She is a young office worker who notes how popular the subject â€Å"Rape† has become in women's magazines. Estelle is playing a game with her co-workers over their lunch hour, when Chrissy, a woman from Estelle's office, brings up the topic of rape fantasies. Estelle would rather just continue playing, but instead, the small group of ladies decides to go around the table sharing their own rape fantasies. (1) Darlene, the oldest, and the only divorced women of the group finds these fantasies revolting and ends up turning her back on the other ladies. later she returns, unable to resist the interesting taboo) (1) Chrissy and Sondra are very eager to share their â€Å"rape fantasies† but a fter they do Estelle informs them that they were not legitimate rape fantasies but merely romantic fantasies; she then describes a story of a man jumping her in a dark alley, or sneaking into her house when she is sick in bed. In all of Estelle's stories the men are pathetic, lonely individuals who have something â€Å"wrong† with them either mentally or physically.Here we see Estelle victimize the rapist in order to protect herself. She believes she can talk herself out of being raped. After sharing all the rape fantasies the story goes into a deeper monologue and a new light is shed on why Estelle's fantasies (1) all end the way they do. It is because she feels that after getting to know someone and getting a glimpse of what they think and how they feel there is no way a person would be able to rape the other; this theory contradicts almost every book that says women are usually raped by someone they know.Irony is introduced within the conversations the women have. Moving f rom woman to woman, Darlene calling the entire thing â€Å"disgusting,† Greta describing a Tarzan-like situation, Chrissy describing hers in a bath, when Estelle, ever the voice of reason, informs them that what they are describing are sexual fantasies: â€Å"Listen . . . those aren’t rape fantasies. I mean, you aren’t getting raped, it’s just some guy you haven’t met formally who happens to be more attractive than Derek Cummins . . and you have a good time, rape is when they’ve got a knife or something and you don’t want to†. (1) Angered, the other women insist that she tell them hers. Content, Estelle then describes her rape fantasy where she deflects her rapist by squirting lemon juice from a plastic bottle in his eyes (â€Å"You should hear the one about the Easy Off Cleaner†), and the one where â€Å"this short, ugly fellow comes up and grabs my arm . . .I say, â€Å"Oh for Christ sake,’ and he starts to cr y,† which prompts a wave of sympathy in Estelle. And there’re more, all with Estelle stopping her attacker through talking to him (â€Å"I’ve just found out I have leukemia†), or talking him out of it. (1) As the story continues, we become aware that Estelle is talking to someone in addition to the reader–â€Å"I hope you don’t mind me holding my nose like this . . . † and that person is probably a man (two times Estelle says, â€Å"But I guess it’s different for a guy†).As the story ends, we realize that Estelle has been in a bar, talking to a man she had just met, she worries about possibly being raped by him. â€Å"Like, how could a fellow do that to a person he’s just had a long conversation with, once you let them know you’re human, you have a life too, I don’t see how they could go ahead with it, right? † (Last Paragraph) We are left wondering whether this entire story is Estelle’s deliberate inventions, her attempt to control a dangerous interaction. Citation Atwood, Margaret. Rape Fantasies. S. l. : S. n. , .. ]. Print.

effect of stress on students academic performance

CHAPTER TWO 2.0. LITERATURE REVIEW AND THEORETICAL FRAMEWORK 2.1 Literature Review This chapter reviews previous writings of recognised authorities and past research findings relating to research findings, the research problems of the study where reviewed by the researcher. Scholars, academia and works of other researchers were also reviewed in order to gain knowledge useful for the study and to avoid duplication of already done work on the study. The researcher reviewed a literature on the Effect of Stress on Student’s Academic Performance on Kogi State University Undergraduates†. The researcher also presents a theoretical approach relevant to the study and its implication. There are several†¦show more content†¦In terms of accuracy, it was Walter Cannon who actually developed the term stress in his work relating to the fright-or-flight response in 1932. Today, the term stress can be used in different ways and for different purposes. If someone says they are under stress we all know what they mean and in this sense we have come to view stress as a negative experience rather than being positive. Psychologists also distinguish between stress that is harmful (distress) and stress that is positive (eustress). In research terms stress now embraces biochemical, behavioural, physiological and psychological effects. Historically, both Walter Cannon (1929) and Hans Selye (1956) provided the foundation for the current interest in this physiological process. According to Cannon (1929), the body possesses an internal mechanism to maintain stable bodily functioning or equilibrium. As the environment presents the organism with various challenges, the body must respond to each new situation by adjusting various physiological systems to compensate for the resources being taxed. A classic example of this type of compensation involves fluid regulation. When an organism ingests a large amount of water, the kidney releases more waste fluid into the bladder for eventual disposal in an effort to maintain bodily equilibrium. Many of the feedback mechanisms that regulate blood pressure share similar characteristics with bodily systems that maintainShow MoreRelatedThe Effects Of Stress On Nursing Students Academic Performance And Health1250 Words   |  5 Pages nursing students also contend with problems associated with patients, educators, and the hospital environment during clinical practice. Thus, these aspects contribute to the stress related to being a nursing student (Karadag et al., 2008). Stress is a factor of key importance because it negatively affects nursing students academic performance and health (Rhead, 1995; Sheu et al., 1997). Consistently, studies report that nursing students self-esteem is negatively affected by stress during theRead MoreThe Effect Of Stress And Eating Habits On College Student Academic Performance2020 Words   |  9 PagesJudith Osiughwu Research and tech 4/15/2015 Abstract The purpose of my project is to see how stress and eating habits can affect college student academic performance, to determine the correlation between stress and eating habits,how it influence or affect college student academic performance. 25 participants were selected from Spring 2015 Kean University,Participants age ranges from 18-25. The majority of the participants were female, 16 female, 7 male, 16 female, and 1 participants did notRead MoreAnnotated Bibliography on Stress1762 Words   |  7 Pagesdefinitions of stress and how to cope with it, known as stress management. Stress affects health in a number of ways. It is defined by James (2011) as pressure or tension that comes in many shapes and forms and furthermore the body and mind in particular reacts psychologically and even emotionally. How Stress Affects Health This can affect how an individual feels, think and behave. Signs and symptoms can include sleeping problems, loss of appetite and difficulty concentrating. Stress can usually causeRead MoreThe Effect of Stress on Academic Performance Essay1306 Words   |  6 Pages Affect of Stress on Academic Performance: Affect of Stress on Academic Performance: A Review of Literature Stress among higher education students is increasing day by day. A lot of work and no sense of relieving students have a very bad effect on them. The effect of stress on academic performance of students is not very good. A lot of different pressures affect them heavily such as financial pressure, maintaining their good grades, completing their degree on time etc. In the articleRead MoreCollege Students and Stress1649 Words   |  7 PagesCollege and Stress There are numerous stress factors college students encounter while striving to complete their educational goals. Their grades may be affected by daily life situation stressors that accumulate throughout the semester. Students’ financial needs, lack of social support, family drama, and other various circumstances can all mount up to a tremendous amount of stress and may result in poor grades and lack of collected credits. In fact, stress continues to be a constant issue in people’sRead MoreA Research Proposal For Otago Polytechnic Essay1077 Words   |  5 Pagesinternational campus that is only for international students. This campus mainly offers career based courses which are Business, hospitality and NZ diplomas. We are performing a research in order to enrich the overall performance of international student in Auckland campus regarding their issues which they generally face in respect of accommodation, new culture, stress, communication, teaching methods, medical conditions that highly effect their academic performance. Research Question and Aims 2.1 ResearchRead MoreTeen Stress Effects1119 Words   |  5 PagesMany people experience stress daily, and the types of stress experienced can vary based on age. Teenage students can experience a lot of stress when it comes to school, work, and coming of age. With schools providing more opportunities to take advanced classes, students have an increase in the amount of stress and pressure placed on them. Students begin to show negative symptoms such as depression, anxiety and mood swings. Stress has many effects on teenagers including their physical, emotional andRead MoreThe Effects of Students Living Situation on Academic Performance969 Words   |  4 PagesBACKGROUND OF THE STUDY Academic performance is the evidence how well a student meets standards set out by local government and the institution itself.The extent of student’s learning in academics may be determined by the grades a student earns for a period of learning has been done. It is believed that a grade is a primary indicator of such learning. If a learner earns high grades it is concluded that they may also have learned a lot while low grades indicate lesser learning.   Going to collegeRead MoreHow Stress Affects Our Academic Performance Essay1511 Words   |  7 PagesStress is one of the most common problems that we all have to go through at some point of our lives. People experience stress in different places such as home, work, and school. Especially as a college student, we experience stress throughout the semester. Stress level rises as the time gets close to the final exams. So it’s important to know how stress could affect us mentally and physically. Moreover, how it could affect our academic performance. On the other hand, how stress could as well be beneficialRead MoreDepression And Anxiety Among College Students Essay1376 Words   |  6 Pagesamongst college students and most cannot manage the high demands and stress (Falsafi, 2016). Therefore, they feel more prone to depression and anxiety (Falsafi, 2016). According to the authors Miller Chung, mental health amongst college students in the United States is a growing public healt h concern and educators are concerned about the low academic performance of college students and how it influences their mental health (Miller, Chung, 2009). Research indicates that university students suffer with