Human Resource Management(Ryanairs Motivation Problems)

Human Resource Management(Ryanairs Motivation Problems) Free Online Research Papers Section 1: Introduction Human Resource managers around the world rarely agree on the best way to motivate staff at work. However, the problems that can arise when staff is unmotivated ensure this will continue to occupy a great deal of management time and attention. In both Hospitality and Tourism sectors this is especially controversial, with the major problems of seasonality and low pay contributing to the mix. For this assignment I have been asked to examine contemporary views on motivation, identify a company currently addressing motivation problems at work and evaluate their efforts and to explore the relationship between the effective employment of appropriate recruitment and selection strategies and their impact on staff motivation. I have therefore have chosen Ryanair’s motivation problems and in this assignment the following can be found: Identifying Ryanair’s currently motivation problems at work and an evaluation of their effort, Ryanairs low salaries, recruitment methods used by Ryanair and the impact it has on staff motivation and more in depth discussions about how these motivation problems and how they can be solved. Section 2: Understanding of Human Resource Management and Motivation 2.1 What is Human Resource Management? Human resources management plays a key role which helps the success of the operations task in selecting, training and motivating the right kind of personnel for the organization (Ref: Woodruffe H, 1995) Humans are an organizations greatest assets; without them, everyday business functions could not be completed.† Human resource management is responsible for how people are treated in organizations. It is responsible for bringing people into the organization, helping them perform their work, compensating them for their labors, and solving problems that arise (Cherrington, 1995). There are seven management functions of a human resources department: staffing, performance appraisals, compensation and benefits, training and development, employee and labor relations, safety and health, and human resource research. 2.2 What is Motivation? Motivation is the individual, internal process that energizes, directs, and sustains behavior. It is a personal force that causes one to behave in a particular way .Most often, motivation is the term used to explain peoples behavior. Successful managers are said to be highly motivated. A team leader who avoids work is said to be unmotivated. Motivation is linked with morale; morale is the employees feeling toward the job, superiors, and the firm itself. High morale results mainly from the satisfaction of needs on the job or as a result of the job. High morale leads to dedication and loyalty as well as to the desire to do a job well. Low morale can lead to shoddy work, absenteeism, and high rates of turnover. Section 3: Contemporary views on motivation 3.1 Equity Theory. In this section four different contemporary views on motivation will be discussed these motivation theories can help managers understand how to motivate their staff. These four theories are equity theory, expectancy theory, reinforcement theory, and goal setting theory. These four theories are all different views on motivation each theory will be discussed in details below. Equity theory will be discussed first. The equity theory of motivation is based on the fact that people are motivated first to achieve and then to maintain a sense of equity. Equity refers to the distribution of rewards in direct equality to the contribution of each employee to the organization. Everyone needs not to receive the same rewards, but the rewards should be in accordance with individual contributions. According to the theory, the idea of equity is as follows: 1) First, a development of an input-to-outcome ratio. Inputs are the things that are contributed to the organization. Outcomes are the things we get from the organization, e.g. a hard working employee who gets well paid by his organization he works for. 2) Next, a comparison of this ratio is made with what we perceive as the input-to-outcome ratio for some other person, called the comparison other. 3) If the two ratios are roughly the same, you feel that the organization is treating you equitably and are motivated to leave things as they are. If our ratio is the lower of the two, you will feel under rewarded and are motivated to change things you may decrease your own inputs by not working so hard, leave the work situation or try to increase our total outcomes by asking for a raise in pay. This shows that the equity theory is most relevant to pay as an outcome. It is important for an organization to know how much work each employee produces and if they are well paid, it is certainly not fair if an employee who does not work hard gets paid a reasonable amount of money and an other employee who does work hard is underpaid, not only will this employee get unmotivated but it might lead to resignation from the company. 3.2 Expectancy Theory. Expectancy theory, developed by Victor Vroom is a very complex model of motivation that is based on a simple assumption. According to expectancy theory, motivation depends on how much we want something and on how likely we are to get it. A short scenario is given below to understand this model of motivation. Two airline sales reservations agents who are candidates for promotion to one sales reservations manager’s job. Bill has had a very good sales year and always gets good performance evaluations. But he is not sure he wants the job because it requires a great deal of travel, long working hours, and much stress and pressure. Susan wants the job as much as Bill, and she thinks she has a good chance of getting it. Her sales have improved this past year, and her evaluations are the best in the company. Expectancy theory would predict that Bill is not very motivated to seek the promotion. But Susan is very motivated to seek the promotion, because she wants it and thinks she can get it. Expectancy theory is complex because each action that is taken is likely to lead to several different outcomes, some that we may want and others that we may not want. For example, if people work hard and put in a lot of extra hours, several things may happen. They may get a pay raise, they may be promoted, they may gain valuable new job skills or it might have bad outcomes such as having less time to spend with their families and cut back on social life. Expectancy theory has several useful guidelines for managers. It suggests that managers must recognize the following: 1) Employees work for a variety of reasons. 2) These reasons, or expected outcomes, may change over time. 3) It is necessary to clearly show employees how they can attain the outcomes they desire. Basically the expectancy theory shows that getting promoted or getting a better job position could lead to outcomes the employees would not want. Getting better paid or promoted would not conclude that the employee will get motivated as we have seen in the above scenario where Bill has a good sales year and always gets good performance evaluations but he does not want the job because it requires long working hours and stress. Paula would be more suitable for the job because she is highly motivated and can probably deal with the requirements and the negative outcomes such as cutting back on social life. 3.3 Reinforcement Theory Reinforcement theory states that behavior that is rewarded is likely to be repeated, whereas behavior that has been punished is less likely to recur. Reinforcement is an action that follows directly from a particular behavior. Reinforcements can be used in a number of different ways: *A positive reinforcement strengthens desired behavior by providing a reward e.g. an customer service agent at the airport who took over her colleagues jobs because they were absent and dealt with all the issues at once, she could be rewarded for her hard work which might get her motivated to work harder and take up more tasks at once. *Punishment is an undesired consequence that follows from undesirable behavior e.g.a flight attendant who is rude to her customers might get punished or be given a warning, this way this behavior might not occur again. Reinforcement can work effectively but in general, positive reinforcement might be the most effective action because as it states behavior that is rewarded is likely to be repeated. Section 4.1: Identifying Ryanair’s currently motivation problems at work and an evaluation of their effort. Ryanairs is a ‘’no-frills’’ airline but it has a high turnover according to Shay Cody, the deputy general secretary of the Irish trade union Impact Ryanair has a very oppressive regime and they have extremely high staff turnover, particularly among junior pilots and cabin crew .Staff are expected to pay for their own uniforms, crew meals and training courses. It requires staff to pay as much as  £2,700 upfront for training. Many workers from the United Kingdom have left their jobs with Ryanair and as result the company is recruiting now contract labour from agencies as far away as the Baltic States and Poland. Pilots were recently told that in order to graduate from older planes to newer aircraft, they would have to pay for their own retraining. A cabin crew who works for Ryanair writes her experiences on a website where she says: ‘’Ryanair does not care about its cabin crew and just takes the most they possibly can squeeze out of us. After a twelve hour day without a break, I do not have the energy to be nice to passengers or check that my nail polish is still on. Come on Ryanair start valuing what we do because without us you could not fly4’’ The employees and especially the cabin crew of Ryanair tend to be not dealing nicely with passengers. The statement of the employee of Ryanair above explains us what the cause is, the employees themselves work hard and are undervalued and have to work many hours without a break this leaves them exhausted and stressed and makes it hard for them to deal nicely to passengers. Not only will there be a high turnover but also Ryanair might lose more customers over time because of the bad customer service of the unmotivated and tired employees. 4.2 Ryainair’s Low Salaries. It is clear that Ryanair cabin crews are not getting the wages they deserve for the hard work they put in. Long flight hours, little rest time, all of this deserves better pay and proper compensation. Staff in workplaces with a union and a collective agreement gets better pay and conditions, and better income. This is true for most full-service airlines as well as low-cost carriers. Easy jet for example has a collective agreement, and staff earns better. Ryanair might need an Union not only will the turnover decrease but also the companies reputation might get better, cheap flight tickets might not be enough in the long run to be successful as a no frill airline business. There are different no frills airlines and many of them do not suffer from such a dramatic high turnover as Ryanair does it certainly does not mean that operating as an inexpensive airline gives them the right to undervalue their employees. It is important for any company to understand that without their employees there is no business, every employee should be treated fair enough and should been given a working environment they can cope with. Working 12 hours without a break is inhuman; paying for training or uniforms is certainly not acceptable especially in a company where the employees are underpaid. As mentioned before in this assignment it explains that human resource management plays a key role in the success of the operations task in training and motivating the right kind of personnel for the organization, human resource management is responsible for how people are treated in an organization, helping them perform their work and solving problems that might arise. The question that here is: Is there a human resource management department in Ryanairs organization? If there is one than it does not seem that this department is of any help for the employees or for the organization itself. In overall it seems that there is no motivation from the employees because Ryainair does not seem to know how to motivate their own staff which leads to low morale because they are certainly not satisfied this again leads to poor work, absenteeism, and high rates of turnover. Section 5: Exploring the relationship between the effective employment of appropriate recruitment and selection strategies and their impact on staff motivation. 5.1 Staff Selection and Recruitment. Careful recruitment of the right kind of personnel is an important step, recruitment should be seen as a powerful tool in itself for enhancing and maintaining the organisation’s standing and image. For Ryanair in this case, it is necessary to know that their high turnover is affecting their reputation as an overall company, it might be easy for the time being to hire new employees every time an employee leaves the company possible but with time when more people leave Ryanair the reputation of the company and its image might get seriously affected and as a result it can get hard to employee new staff. There are certain steps a company has to go through to recruit new staff from vacancies to arranging interviews and train the new employees but most important that when these steps are taken and training and development follows after the recruitment process it can have a major positive affect on the company. 5.2 Recruitment Methods Used by Ryanair and the Impact It Has On Staff Motivation. Ryanair follows the normal procedure of recruiting new staff starting from advertising and vacancies to interviewing and testing and than training but it does fall out on the proper training and development some staff has to pay for their own training. They arrange interviews by sending out letters to successful applicants where the interview is held at a venue and everyone has to go through a test those who are successful are to be interviewed. The successful interviewers will than be recruited and trained by Ryanair. Training and development might be poor but it has to be understood by Ryanair that training opportunities provided by them can help create personal job satisfaction and help them retaining their personnel. It does not seem that Ryanair itself put much effort in the training procedure and therefore many employees get unmotivated provide poor work results, are rude to customers because they are stressed out and might not know how to deal properly with their tasks because the training has been poor and as a result to that they leave their jobs. Section 6: Conclusion Motivation is the essential tool to help reduce high turnover as this assignment has shown if it was for Ryanairs employees the main reason for the high turnover is the fact that they are not motivated enough and do not have a high morale. There are different theories that could be put in practice to solve this issue and to help the managers at this airline and learn the reasons for job dissatisfaction of their employees, their reasons for not performing well at their current job and what could help them do solve these problems. In overall different motivation theories could help Ryanair’s managers reduce staff turnover.The training staff selection and recruitment goes through the ordinary stages mainly all staff can only be recruited by applying through vacancies on their website or via job agencies, but staff has to pay for training upfront, this is a main concern as one of the most important tool to motivation is by training the employees and help them to develop their skilss. Section 7: Recommendations. For every company it is important to treat their staff properly because without them the company could not operate. Ryanair seems not to care about their reputation; the high turnover is a major issue and it should be decreased, applicants looking for a job in the future would not want to apply for Ryanair because of its bad reputation and image towards employees. The staff tends to be rude to customers and lacks in its customer service it does not matter that the tickets are inexpensive, competition in no frills airlines is playing a major role recently and will continue to become bigger. Customers therefore will fly with another airline with the same prices as Ryanair but with better customer service. This motivation problem that is Ryanair is currently addressing will have not only an impact on staff turnover but also on its image and maybe their profits in the future. The staff is underpaid and it would be a good idea if Ryanair would go with a union this will help the employees having to secure that there will be help if they might need it and the employees salary might increase. Training should be continuously to help them develop their skills at their jobs. Furthermore it is from major concern to address the reasons of the high turnover which are the fact that the employees have to pay for training, staff is not appreciated, work many hours with less break and are underpaid. In result of solving these issues the employees will be motivated, have higher morale and produce better work. Different solutions are there to help motivate their staff for example by giving them incentives such as rewards and bonuses or facilities to such as gym memberships this will help them feel appreciated and valued for the work they produce. As last not to forget customers will also be treated better which decreases the chance of losing the business and boosts up the reputation and image of Ryanair. References Books: Cooper, C., Fletcher J.,Gilbert D. Wanhill S.(1998) Tourism Principles and Practises, Second Edition, Addison Wesley Longman Singapore(Pte)Ltd, Singapore Woodruffe, H. (1995) Service Marketing, 1st Edition, Pitman Publishing, London Websites: answers.com/topic/human-resource-management paedpsych.jk.uni-linz.ac.at/INTERNET/arbeitsblaetterord/LERNTECHNIKORD/Motivation2.html guardian.co.uk/uk_news/story/0,3604,1468517,00.html management-issues.com/2006/5/25/blog/ryanair-staff-bite-back.asp ryan-be-fair.org Research Papers on Human Resource Management(Ryanair’s Motivation Problems)The Project Managment Office SystemMoral and Ethical Issues in Hiring New EmployeesThree Concepts of PsychodynamicIncorporating Risk and Uncertainty Factor in CapitalRelationship between Media Coverage and Social andResearch Process Part OneEffects of Television Violence on ChildrenAnalysis of Ebay Expanding into AsiaThe Relationship Between Delinquency and Drug UseMarketing of Lifeboy Soap A Unilever Product

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Even if an individual was not negligent and had no intent, he can still be held legally liable for injuries caused by certain activities. Strict liability imposes legal responsibility for injuries sustained in the following: product liability, ultra-hazardous activities, animal care, and some statutory offenses (Butera, Beausang, Cohen, & Brennan, 2011). Disclosure of Agency Actions To prevent public perception of secrecy, Congress has allowed statutes to promote public disclosure of federal administrative agency actions, while at the same time protecting companies from overly public administrative agency actions. These statutes are the Freedom of Information Act, the Government in the Sunshine Act, the Equal Access to Justice Act, and the Privacy Act. Freedom of information act. This federal law allocates for full or limited disclosure of formerly unreleased information and documents. This law guarantee public access to government records and holds a presumption of disclosure. However, there are nine exemptions of the act. Government in the sunshine act. This law allows closed or partially closed advisory committee meetings. Closed or partially closed to the public are discussions of classified information, reviews of proprietary data, and deliberations that consider personnel privacy. Equal Access to Justice Act. A party who is subject to an action of an unjustified administrative agency can sue to recover attorney’s costs and other fees (Cornell University Law School, n. d. ). Privacy Act.  This act safe-keep records that ca be recovered from a system of records by personal identifiers like name or social security number. An individual can have access to his records and request correction if they are incomplete or inaccurate (Social Security Administration, 2011). Risk Management The Industrial Revolution caused substantial environmental pollution of solid and toxic wastes into the land and water. Companies such as Alumina, Inc. , were not efficient in voluntary pollution control, so the government took on its regulation and control (Cheeseman, 2010). Awareness of and compliance to these regulatory statutes may be the best risk management strategy available to companies who are at potential risk. Risk assessment and compliance are managed in together with one another. Compliance management includes three interrelated perspectives: preventive, detective, and corrective procedures. 80% of organizations report improvements from expanding their compliance regimens (BPM Forum, 2006). Preventive The easiest, most fiscally sound, fastest way to solve a problem is to prevent the problem in the first place. The best risk preventive practice for agencies such as Alumina, Inc is regulatory compliance. The government places a high level of importance on the preservation of the environment and has stringent means of enforcing compliance to environmental regulation. The best approach for achieving compliance, thus minimizing regulatory risk, is to have a preventative focus. Congress created the Environmental Protection Agency in 1970 as a rule-making agency to hold hearings, make decisions, and order remedies for violations of environmental laws. Air and water quality standards are established that regulate pollution rates. If companies were compliant with enacted statutes at all times of business operations, such measures would prevent regulatory risks. Although Section 5 of the FTC Act prohibits unfair and deceptive practices, some companies are in violation. Part of preventive risk management, companies must avoid misleading or omitting information. Unsubstantiated claims and bait and switch tactics must be avoided as a preventive measure. Insurance, which is governed by the law of contracts, is designed for businesses to protect themselves against risk of loss. The law requires some companies to carry a minimum of $1 million of liability insurance, which will cover negligence, wrongful acts, and misconduct by the company (Cheeseman, 2010). Liability insurance will guarantee injured third parties compensation. This measure is both preventive and corrective. Detective Compliance evaluation inspections and audits will not serve as a preventive measure; however serve to detect possible risks and is an â€Å"after-the-fact† approach. Compliance is defined as ensuring business procedures, operations, and practices are in concord with a given set of norms (Sadiq & Governatori, 2010). Detective measures are based on reporting and conducting internal and external audits. Changing legislatures and compliance requirements make it difficult to detect. â€Å"The diversity, scale and complexity of compliance requirements warrant a highly systematic and well-grounded approach,† (Lu, Sadiq, & Governatori, 2008, p. 345). Corrective Measures Organizations can raise several defenses as corrective measures against liability. While maintaining public image and damage control, defenses must be ethical in resolving potentially damaging lawsuits. Alternative Dispute Resolution. Negotiation is a simple form of alternative dispute resolution, and includes only the parties involved in the dispute. Negotiation is resolved when the parties reach a voluntary resolution. Mediation is another popular form of alternative dispute resolution. It is available through individuals and organizations like the American Arbitration Association and some court systems. Alternative dispute resolution is an attractive way to resolve disputes because of its speed and the empowerment of the involved parties. Court litigation is slow, expensive, and has uncertain results. Organizations can hold back sensitive business information from public dissemination. This will protect the disclosure of information that could hurt foreign policy or national defense, privacy of individuals, proprietary interests of business, functioning of the government, and other interests (HRSA, 2011). Corrective measures vary from the initiation of a new regulation, to breech reporting, to the company coming under surveillance and scrutiny by a control authority. In the worst-case scenario, a company can undergo an enforceable undertaking (Lu, Sadiq, & Governatori, 2008). The company will position itself favorably with regulators and other controlling authorities if corrective measures are undertaken with a proactive approach. Conclusion The states as well as the federal government administer and enforce laws related to safety. Companies are required to comply with the regulations and legal procedures of regulatory agencies just as much as they are required to follow federal laws. Managers must be aware of, and comply with federal and state laws that govern their business. Aligning business objectives with regulations and legislation will minimize tort and regulatory risks and improve business performance.

Notebook Analysis

Analysis of The Notebook Movie Clip Lindsey Scott ENG225 Allison Sansbury November 18, 2012 Analysis of The Notebook Movie Clip There are many people involved in making a movie possible. When everything is put together it seems as though it was just one simple camera shot. But looking closer and at a short clip of a movie shows a little light on how much was actually done to make it realistic. The first thing people notice and pay attention to are the actors. But who tells the actors where to stand, what to say, and what emotions to portray? Who adds that little bit of background music to bring out the anger, sadness, or love in a scene?When going through the â€Å"outtakes† of a movie it shows that there is someone responsible for putting just the right shots in the right place. There is more to a movie than just the actors and someone yelling â€Å"cut†. Watching a clip of the movie trailer for The Notebook brings all of these things to light. In the movie The Noteboo k the director is Nick Cassavetes. His role is to translate the screenwriter’s story so that the actors and crew can successfully play it out. It’s up to the director to turn the elements into film with words, images, and sound. This brings together an entertaining movie.Nick was able to take Nicholas Sparks book and bring the characters, emotions, and story to life. The way be brought together Nicholas Sparks’ vision and his own created an amazing movie. The production designer Sarah E. Knowles, was responsible for the overall look of a project. â€Å"They direct the art department and set builders to turn their imagination into reality. † (http://filmtvcareers. about. com/od/basics/p/CP_ProdDesigner. htm). In this clip the characters are outside a beautiful house. This setting is simply and an area that everyone can relate to.By not having them in some farfetched place Sarah kept the realistic feel to the couples argument. Art director Scott T. Ritenour over seed the artistic design of advertisements and print materials, as well as the filming of television commercials. He was the decision maker responsible for the finished product. â€Å"The art director chooses a photographer, an illustrator, models, and any props necessary for an ad. If a print ad comes back from the printer with an imperfection, the art director is responsible for retouching it. † (http://careers. stateuniversity. com/pages/115/Art-Director. tml#ixzz2CKahNlDp) This clip in particular is at night. The sky is dark with just the lighting of the porch light and driveway lights. Yet the lighting that the artists used allows us to be able to see the expressions on the characters faces. It sets a serious mood with the added emotion of trying to read each other’s faces in the dark. As the couple bickers back and forth they move along with the other to try and read their facial expressions. The clip ends with Noah driving away in his truck. As he is drivi ng down the driveway the only light is the path lights.This allows him to drive into the dark of the night and sets the thought of him being gone. As this is happening it shows Allie standing alone. The darkness of the night emphases Allie feeling alone and left behind as Noah drives away. Allie is from a wealthy family while Noah is quite poor. Throughout the movie you are constantly reminded about their social class standing by their appearance. In the clip of them breaking up, Allie of course is in a very nice and clean dress and jacket. Her hair is curled and her natural makeup gives her the innocent girl look. She continuously has matching earrings to her outfits.While Noah is in a flannel jacket, messy hair and using his work truck. Having Noah in lower class clothes while standing in front of Allie’s parents house shows the difference and why he would feel misplaced. Her family has already made it very clear that they are not ok with their relationship. Back in the 194 0’s (the time setting of the movie), it was not acceptable for a women from a wealthy family to court such a lower class man. We can see the struggle and heartache the two go through just to be together. Allis is always worried about what everyone else will think and what her parents want for her.Yet Noah is such a free spirit and just wants Allie to be happy. Showing Allie dressed so prim and proper whenever she is around anyone yet not caring if she is dirty, messy or dripping wet around Noah is a symbol of her love. It shows that she is so comfortable with him and truly does not care about the money or class statue. Noah tries to look his best when meeting her parents. By changing his appearance for Allie to try and make her feel more comfortable and have her relationship accepted by her family is such a kind gesture. Even though these costume changes are throughout the movie, it is

Malevichs red square essays

Malevichs red square essays The painting Red Square by Russian painter Kasimir Malevich is a particularly interesting piece. It is simple red square on a white background representing a peasant woman. It is an example of the Malevich's unique style of suprematism, which focuses on motion and feeling. The painting was done near the beginning of the twentieth century when science was developing at a rapid rate. Einstein's Theory of Relativity was gaining ground at the time. Malevich's painting seemed to borrow from this theory that attempted to explain relative motion. His suprematism style attempted to capture a neo-realism in painting portraying pure feeling and perception. This new style was communicated by the discarding of natural references. Malevich grew tired of painting in the traditional style with everything looking and feeling the way they are in life. His new style tried to free viewer from their traditional a priori views concerning shape and colors imposed on them by their senses. Suprematist style focuses was on depictions of movement and dynamism. Flight and anti-gravity fascinated Malevich. Much of his paintings were a top down view of the subjects arranged on a white background. The white background represents infinite space, while the subjects were reduced to geometric blocks. The message of the paintings comes out in the relative position of the blocks to the background. The infinite background of the paintings is to divorce the paintings from the finite earth. Malevich himself said that his paintings "do not belong to the earth exclusively." The paintings sought to transcend to a different level. Malevich's suprematist style sought to take people to the fourth dimension, which was pure sensation. This fourth dimension effect was reached by stripping away the distractions. Malevich's art was made to be felt and he broke down complex characters into the simplest of geometric shape ...

Your Complete Guide to the Best Customer Service Jobs

Your Complete Guide to the Best Customer Service Jobs Pop quiz! Customer service is not a job for: (A) the faint of heart(B) impatient people(C) people who hate other people(D) all of the aboveThe answer is definitely D. In customer service, you help other people like it’s your job, because it is your job. Whether that includes helping customers with a particular product, fielding questions and complaints with a pleasant smile, or listening to people rant and rave about a product you didn’t sell them and didn’t create, it’s a role that requires a ton of people skills and diplomacy. You’re often a front-line brand ambassador for your company. In the best of times, you might earn loyal customers for your company. When things go wrong, you might end up a viral cautionary tale of customer service gone wild. So remember: not for the faint of heart (or patience).What Do Customer Service Professionals Do?Customer services representatives (also known as customer care representatives) can be found in any custom er-facing industry. That includes retail, hospitality, healthcare, or any service industry. These professionals are the friendly faces and voices who are ready to help Their tasks might include:Receiving customers or answering phone callsCoordinating customer ordersEvaluating problems or issues and determining the next stepsTroubleshooting issues, give advice or informationEnsuring a good customer experienceReceiving customer feedbackInvestigating issuesMaintaining detailed client or customer recordsEscalating issues when necessaryCoordinating follow-up outreach to customersInteracting with customers in person or via phone, online chat, fax, or social mediaGiving information about a store, company, or productGenerating sales leadsProcessing payments or refunds as necessaryBuilding customer and brand relationshipsMeeting sales targets and goalsFollowing company protocols for customer careExamples of common customer service jobs include:Client Services ManagerClient Services Specialis tClient Services CoordinatorClient Services RepresentativeCustomer Service AssociateCustomer Service CoordinatorCustomer Service ManagerCustomer Service SupervisorCustomer Service/Care RepresentativeCustomer Support AssociateCustomer Support ManagerCustomer Support SpecialistFront Desk AgentFront Desk AssociateFront Desk ManagerFront Desk ReceptionistHelp Desk AssociateHelp Desk SupportHelp Desk TechnicianReceptionistRetail AssociateRetail Sales AssociateSales AssistantSales CoordinatorTechnical Support EngineerTechnical Support RepresentativesIt’s important to note that this is not your typical 9-to-5 job. Depending on the industry or company, you may be working odd or overnight shifts, including holidays and weekends.What Does the Customer Service Career Path Look Like?In the past, customer service was often looked upon as an entry-level job, or a career dead end, but that is no longer the case (if it ever really was). Many customer service careers start in the aforemention ed entry-level job (customer service rep, or any associate-level job), but with experience in the field, a person can go on to become a coordinator, manager, supervisor, or executive).As we become a more consumer-driven culture, and one where a customer can be blasting a poor experience over social media within seconds, that means that the customer service industry is growing and becoming more sophisticated by the day. Customer service representatives are not just for placating customers- they may be troubleshooting complicated issues, using advanced technical skills, and using a variety of different communication platforms to connect with customers.The data obsession that drives so many other industries has taken root in the customer service field as well, with metrics, reporting, and customer data management becoming more complex in the pursuit of generating sales and creating lasting, positive relationships with customers.What Skills Do Customer Service Professionals Have?Remembe r when I mentioned â€Å"people skills†? These are among the most essential skills for a fulfilling and productive career in customer service. Here’s the rundown of the skills you’ll need (or should build) if you’re looking for a job in the field.Communication SkillsYou’ll be communicating with all sorts of people. Happy customers with questions, unhappy customers with problems, people who have very few communication skills themselves, people with language barriers, people who just want to talk to someone†¦you name it, you might encounter it as a customer service professional. If you’re one of those people who can have a conversation with anyone and everyone you meet, great! You’ve got a good starting point.Your communication skills shouldn’t just be customer-facing, though. You may need to explain complicated issues or problems to other teams within your company, and will likely need to be able to communicate brand-specif ic messaging as well. Your written skills should be strong as well, because so much customer service happens online these days, either via email, online chats, or social media.PatienceIf you’re a tech-savvy person who has tried to help someone who’s, uh, less tech-savvy with a complicated computer issue, then you know that being the one with all the knowledge comes with great responsibility- namely, not getting frustrated or yelling if the person doesn’t necessarily get what you’re putting down. Being able to stay calm and walk through things as many times as necessary is an essential skill for customer service.Organizational SkillsCustomer service reps may need to do a lot of juggling, especially during busy times of the year (for example, holidays). Being able to keep customer information straight and make sure you’re logging everything accurately is key. Chaotic or frenzied customer service is usually lousy customer service.Attention to DetailBe cause customer service actions can have consequences with customers, companies like to make sure that their customer service reps and contacts have an eagle eye for small details. Whether it’s making sure an order is being processed correctly, or ensuring that someone’s insurance information is accurate, you’ll want to be able to demonstrate ninja-level attention to detail.What Education Do Customer Service Professionals Need?This is a field that you can get into without a degree. Most customer service jobs, especially entry-level ones, require a high school diploma or equivalent, and rely heavily on candidates who demonstrate the kinds of skills outlined above. There is typically on-the-job training, since every industry and every company have their own customer service needs, processes, and policies. There’s no one-size-fits-all training or certification that customer service professionals can undergo.How Much Do Customer Service Professionals Make?The salary can vary according to experience level, but here are some sample median salaries for customer service professionals, per PayScale and the U.S. Bureau of Labor Statistics:Customer Service Representative: $32,300Customer Service Associate: $36,680Customer Service Specialist: $40,121Customer Service Supervisor: $47,938Customer Service Manager: $54,066What is the Outlook for Customer Service Professionals?The outlook is strong! This is a field that is definitely growing- again, the emphasis on a consumer society means there will always need to be consumer support professionals. The U.S. Bureau of Labor Statistics predicts that this field will grow 10% faster than average by 2024.If you’re thinking about breaking into this field, or wondering where you can go next after your first opportunity, working in customer service can be a solid growth choice for your career. And if you’re not necessarily interested in making it your career base, the skills you use and build a s a customer service representative are ones that you can successfully take to many other industries.

Teaching of Ethics and Humanity in USA and Indonesia Essay

Teaching of Ethics and Humanity in USA and Indonesia - Essay Example This cultural value is highly evident in the education systems of the Universities in USA and Indonesia as they give very high emphasis to Human Values, Respect for others and Ethics in their education systems. Example, Seattle University practices the Jesuit Tradition which requires that the students should be made aware of the importance of what they need to do with the knowledge that they are in the process of acquiring. Similarly, Santa Clara University teaches moral thinking and decision making following the Utilitarian Approach, Rights Approach, Fairness Approach, Common-Good Approach, and the Virtue Approach. The Indonesian Universities teach Humanity, Respect for others and Ethics as well but the lessons imparted are more from the perspective of Religious teachings. As a matter of fact, Islamic and Buddhist education has prevailed quite strongly due to their strong influence on the society. Span and Quality of Education in USA is much better th... They prefer to expose their students to the real world challenges of the subject of choice. Example, the education in Finance & Accounting would not be limited to subject matter learning only but would also incorporate a number of surveys/researches required to be carried out by students even at the undergraduate level. When compared to education system in USA, the width & depth of education system in Indonesia is not comparable to the same in USA. Indonesia education system is based on improving subject matter expertise in technology whereby their applicability is sharply focused on the potentials of global competitive advantages that the country can derive out of such expertise. In this context, the teachers in Indonesia are definitely good experts but more focused towards the coverage of the subject than the applicability of the subject. Example, if the subject matter is networking the teachers would ensure that the entire concepts of network technologies are covered for the students at tremendous pace but fewer opportunities shall be opened to work on live networking projects. Expression of thoughts in USA is more freely allowed than in Indonesia (Thesis 3): USA believes in conversion of Tacit Knowledge into Explicit for the benefit of the future of Mankind. Hence, they tend to develop this culture in the educational system as well. The students in USA need to express their thoughts in class and in group discussions. Example, seniors discuss their internship experiences in open forums such that the juniors can avoid their mistakes when planning for their own internships. In addition to self expression, the Universities also give lot of emphasis in developing the writing skills of the

Promotional and Advertising Strategies Assignment - 2

Promotional and Advertising Strategies - Assignment Example From this discussion it is clear that  the owners of the Ford still have the primary control of their company compared to GM that is politically controlled and the federal government has some impact on the business. The two companies are very different in culture as well as their marketing strategies. For example, General Motors have pulled itself out of Facebook while Ford is making the platform to influence the world more and more. GM got assistance from the government to overcome the storm while Ford found its way to the crisis and survived.This paper outlines that  the social marketing strategy of the two companies is interesting in several ways like, while GM strives and tries to use the traditional methods in marketing their products by abandoning their Facebook account, Ford is on the other hand attempting to embrace the social platform to connect with its customers that give it a competitive edge.  Scholars have always talked about using social media as one way of reach ing the potential customers of a given product and get a lot of benefits from this strategy. Comparing these two companies, Ford has been ranked as the number one company using Facebook to help itself, their brand and the stakeholders too. Ford is said to understand the ways of reaching the new market while GM does not seem to understand these methods.  While GM tries to dictate where it wants its customers to go, Ford, on the other hand, tries to listen to its clients and make products that suit their customers' specifications.