Worst Service Encounter

Question: Discuss about theWorst Service Encounter. Answer: Booking a cab from a well-known company, with the intention of avoiding the last minute problems is quite usual these days. Having the similar mind set of avoiding the end moment problems, I booked a cab for myself, my sister and her daughter because we need to attend the birthday party of my nieces best friend. I booked a cab with Uber, which is US based company and is considered to be one of the best Malaysian road taxi service providers. At 3:00 pm, I booked a cab from Uber by their mobile application for a 4:30 pm departure. While booking the cab I entered my sisters mobile number because I had an important meeting for half an hour with a client near my place at 3:40, so I did not wanted anyone to disturb me during that time. At 4:00 pm I got a call from my sister and she told me that she has received a call from Uber personnel about the cancellation of the cab because of unavailability of cabs in our area. At that point I was in a meeting with my client, I found myself in a condition of looking for more option instead of focusing on my work meeting. While I was trying to discover other options, I received a SMS from Uber with the cab drivers details. But I momentarily understood after having a talk with the driver that his cab was 30 miles far from my place, so it will not be of any benefit. After placing many efforts talking to the Uber customer care looking for supplementary options, I comprehended that my 7 year old niece will miss the much awaited party of her best friends birthday. I did not wanted my niece to miss the birthday party, so I quickly raped up the meeting and went to home, I continuously tried to contact the Uber customer care requested them to provide me with another taxi and told them about the urgency. After convincing them for about 39 minutes, I was provided with the cab which will be taking another 20 minutes to reach my place. By the mean time the driver reached our place, we were already late for the party as it was 6:30 pm and the party timings were 5:00-8:00 pm and it was approximately 1.5 hours travel to reach the venue, as I did not wanted to disappoint my niece and we thought of taking the risk and started our journey for the venue This was not enough regarding the Uber services, the moment we entered the cab, the driver began talking on his phone, so after few minutes I interrupted him politely told him not to talk over the phone while car is being driven by him, as it could lead to accident or fines. Also, he did not switch on the car AC. I told the driver to switch on the AC, since it was quite hot at that time. Abruptly he started shouting at me for questioning him to switch on the car AC began misbehaving with me with bad words. Then, I called the Uber customer care again requested them to either change the taxi or ask the driver to behave properly with me, because I was not able to tolerate the driver any more. As soon as I called the customer care, he started shouting more loudly at me with all kind of curse words in front of my sister niece. He snatched my mobile disconnected the call, so that I am unable to call anyone. He started threatening me to take the complaint back from Uber, because if the complaint is lodged, he might not get his day bonus. At that time I decided to file a complaint against Uber for employing such arrogant manner less drivers and not checking their background properly. As I was with family and did not wanted them to be harmed in any ways, I assured the driver to take the complaint back. I decided to get down from the cab in the midway and took an auto and went back home (Zeithaml Bitner, 2009). Service Recovery (Steps taken by Uber) Service recovery comes into play when something goes wrong, while delivering the service. The service delivery organization ideally takes action to make sure that the customer who has taken the services gets the desired outcome and also the organization tries to rectify their own process, so that they do not face any such failures in future (Kotler Armstrong, 2009). When I reached my home and recalled the complete experience with Uber personnel, I decided to provide a detailed review about my wicked experience next day, because the complete day was very frustrating and tiring (Regan, 2013). However, I dropped a tweet at Twitter about my experience on the services offered by Uber that forced the corporation to respond instantly. The Tweet made by me is as follows: Uber spoiled the party today, Completely Unreliable with Manner less Drivers. Well share detailed review tomorrow. In reply to the tweet, Uber responded to me with the immediate apology and requested for the order details: Regret for the inconvenience cause. Pls. share your CRN with us. Well check back, set right make food for what went wrong While sharing my order details, I mentioned clearly that there is nothing that can be done to control the damage at this point of time: @Uber 238900. Now you cant do any damage controlL. Had awful experience Uber stated that they will be calling me within 48 hours as per their commitment, I got a call from the Senior Customer Relationship Manager at Uber, I told him about the complete experience also about how the driver misbehaved with us. I told them that I am frightened that the driver could possibly attack us, if job is lost by him because of my complaint. Cab driver knew my address as he came to my house to pick me up. The CRM manager calmly listened my whole experience and after listening he apologized once again. The manager also mentioned that he has listened to the complete conversation which I had with Uber customer care and the driver without any defence he made an apology for the incorrect cab allotment and the driver misconduct. The manager assured me that theyll not let this experience repeat also assured me about me my family safety and will take proper actions against the driver. Also, they assured me that they will do something to make up for their mistake; however these commitments did not affected me much because the party was already missed by my niece (Levitt, 2011). After explaining the complete situation to the Manager of Uber, I felt little relieved; however, I did not changed my mind regarding dropping a thorough review the worst experience with Uber After the big hectic day comprehensive narration of my worst experience to the manager of Uber, I went back at my place was pleasantly surprised to know that my niece was happy with the gift she got from Uber. It was a box of cake the following message was attached with the box: The message from Uber touched my soul I lastly decide to forgive Uber after seeing the smile on the face of my nice. And obviously, I also dropped the idea of writing a detailed bad review about the organization. Hence, a frustrated customer like me was efficaciously turned into a Brand Advocate for Uber Cabs. The instance above was the worst service encounter of my life; however the management of Uber with their service (i.e. the intention of care for us) was able to turn the worst experience into the best experience of my life (Piercy, 2009). Consumer Decision Making Process Need Recognition: As my niece had to attend the birthday party of her best friend, we realized the need of the cab, as our car was not available at that time. In order to reach the venue at right time, we required the cab (Holley, Pieracy Nicouland, 2010) . Search for Information: Once I decided to book a cab, I searched for various cab providers, read the online reviews of the past customers and shortlisted few renowned cab service providers like Uber, Rapid Kl Grabcar (Cavusgil, Ghauri Milind, 2012). Evaluation of Alternatives: After gathering information from different internet sources, I evaluated each and every option on the basis of their ratings and customer reviews. I calculated advantages disadvantages of each of these cab service providers (Boone Kurtz, 2012). Purchase Decision: After evaluating various options of cab service providers, I decided to book a cab from a renowned Malaysian cab service provider, i.e. Uber. I( chose Uber because it was recommended by my friends, relatives as well there qwere quite good customer reviews available over the internet. Some of the good reviews talked about their professional behaviour, punctuality reasonable. Post Purchase Decision: After taking a ride with Uber, my reviews were quite opposite to what I read on the internet, because on the first encounter I was so frustrated with the service provided by them, there was no punctuality, as on the first go the cab was cancelled and then when it arrived it was very late, also the behaviour of the driver was not at all good (as discussed above), which was not at all acceptable and I decided to right a negative review for them and also thought of registering a complaint. However, the call from their relationship manager the cake delivered at my door step changed my mind and I was quite impressed by their approach, their approach changed my view for them and at the end I ended on a positive note (Rathmell, 2012). References Cavusgil,S, Ghauri,P, Milind,A, 2012, Doing Business in Emerging Markets: Entry andNegotiation Strategies, Journal of Thousand Oaks, vol.42, no. 6, pp.345-398. Piercy, N, 2009, Company Internationalisation: Active and Reactive Exporting, United States Journal of Marketing,Vol. 15, No. 3, pp 26-40. Holley,G, Pieracy,N Nicouland,B 2010, Marketing strategy competitive positioning, 5th eds., Prentice Hall, U.K. Kotler,P Armstrong,G 2009, Principles of marketing, Prentice hall, New Jersey. Boone, L Kurtz, D 2012, Contemporary marketing, 7th eds., Harcourt Brace, New York. Zeithaml, V.A. and Bitner, M.J.,2009. Services Marketing, New York, New York: McGraw Hill. Levitt T., 2011. Marketing Intangible Products and Product Intangibles, Harvard Business Review, 81, 94 - 102. Rathmell J.M., 2012. What is Meant by Services?, Journal of Marketing, 30, 32 -36. Regan W.J., 2013. The Service Revolution, Journal of Marketing, 47, 57 - 62.

Week 5 Final Paper Evolution of Human Resource M Essays

Week 5 Final Paper : Evolution of Human Resource Management Vladimir Noel BUS 303 I nstructor: Professor Niccolle Johnson December 4, 2017 Human Resource Management (HRM) throughout years of professional development evolved from an administrative office keeping track of who a company employed or terminated to what it is now become, a department which is interactive with employees throughout their career within the company. Now tasked with human resource planning, recruiting and selecting qualified candidates, continual development of personnel, and labor relations, the Human Resource Department is multifaceted, not just keeping records any longer. The world of HRM became a technically advanced organization with the advent of computers and the internet. Tasked with keeping up with current development in technologies, Human Resource Directors constantly research new trends in education, planning and recruitment. This paper will attempt to identify different aspects of the HRM and how they entwine to create an atmosphere for shaping employee development to achieve organizational goals and objectives. Equal Employment Opportunity (EEO) and Affirmative Action (AA) focus on issues relating to nondiscrimination and equality throughout all levels and sector s of society which guides how corporations conduct business nationally and international ly ( Andrews, Hopkins, Persons, 2014) . In e arly effort s to right the wrongs of previous generations, attempts to correct discrimination in various layers of society have fallen short with enacting measures such as hiring quotas. In some cases, permitting hiring quota programs went to the extreme and resulted in "reverse" discrimination. With passing the Civil Rights Act of 1964 (Title VII, July 1965), Human Resource Departments needed to shift hiring practices which are now subject to Federal Government oversight. Title VII prevents discrimination of employing an individual because of race, color, religion, sex or national origin. However, in the attempt to comply with the Civil Rights Act, it was often disclosed less qualified minority candidates were hired to satisfy Title VII. Courts have often struck down the concept of rigid and inflexible quotas , rather , the essence of the law is to promote measured change in the way companies hire, advance or even terminate its employees ( Andrews, Hopkins, Persons, 2014) . In the case of Ricci v. DeStefano , a New Haven, Connecticut re ghter s eeking to qualify for promotion took the examinations given by the city. When the examination results revealed white candidates received higher scores than minority candidates, the city, "faced with a prima facie case of disparate-impact liability," threw out the test and made no promotions (Turner, 2014). The fire fighters sued the city and were success ful in proving the issue of reverse discrimination. The ultimate purpose of EEO/AA is to give all prospective candidates and current employees the opportunity for employment free from biases and discrimination. Human Resource Managers should put forward candidates solely upon their qualificati ons for the job and achievements while employed, not because of race, sex, national origin, religion, and later sexual preference. Managers and Directors have the difficult task to ensure EEO/AA practices are dispensed equally and equitably. Using these ideals and goals as a basis to manage my department, I must thoughtfully review all decisions with regard to those people charged to me. Although legislation like Title VII provide the vehicle for equal treatment under the law, it is front line managers who must apply the idealistic concepts these laws represent. This is no easy task, especially in light of today' s society and internalized values. Today's marketing of human capital has changed the way organizations manage or leverage their employees. Conventional methods of employee employment such as advertising, interviewing and eventually employing the most qualified candidate may soon face drastic changes such as contract employees and outsourcing services to different companies. The availability of qualified candidates plays a huge issue in the changing face of Human Resource Management. HR Directors need to evaluate the organization's goals and objectives on a constant basis. Through employee engagement HR can appraise the climate of the company, spotting any weakness in employee relations. Constantly checking the temperature of employee satisfaction with current organizational conditions is a key factor in projecting future shortfalls in employment resources. Evaluating these conditions, HRM can project positions where staff

the child and society essays

the child and society essays Growing up in Brooklyn was never always an easy thing to go through; however, it did have its moments. There were the summer time games of stick ball and rat tag, corner cards and dice, but what brought a smile to Tonys face the most as he sat reminiscing the days gone by, was the people. The people were always great, they had their faults and issues, but they were his people, and this was his home. And, as Tony sat on his balcony in the same old wooden chair his father use to sit on all those years ago, he felt at ease, a surge of wisdom running thru his mind as he stared onto the streets of his neighborhood. Some children gathered around a fire hydrant shooting water out of one spout, in their shorts, as he had at the same hydrant all those years ago. That hydrant was always easy to open. The old men sat out side Vitos Deli playing checkers and talking politics. Vito died many years before, but the men still came and the name never changed. The younger men, slicked back hair, leath er jackets and smoking non-stop sat out side the local pool hall and bar, whistling at the young girls walking to the market. This was the same Brooklyn he had run away from. It had never changed, clothes hanging from the balconies and rooftops, the shops were the same, and even the old cars were still driven and parked along the streets. Most of all, the people were the same, maybe they were the sons and daughters of the old generation, but they were still the same people. How strange the world is, Tony thought, you can never know what to expect. He remembered what his mother said to him when he was sixteen, he never understood it then, he thought she was just trying to translate some old Italian proverb, but now he understood, now he knew what she meant, if he only he had realized then, things would have been so different, but how was he to know, he was only a kid, and kids were not expected to know adult things at that age. Children were at ...

Corporate Social Responsibility Essay

Corporate Social Responsibility Essay Corporate Social Responsibility Essay Corporate Social Responsibility Corporate social responsibility is a corporate incentive to assess the company’s effect on the environment and social welfare and take responsibility for the impact it makes. Corporate social responsible corporations go above the required regulations and want to improve and better the environment or world. This kind of responsibility includes possibly adding extra costs to create positive social and environmental change. Businesses that practice corporate social responsibility, are essentially making ethical decisions about how to run the business and caring about others. Not only should the business care about their consumers, but everyone that comes in contact with the business. They should care about their employees, stakeholders, and consumers alike. The benefit of adopting corporate social responsibility is standing out amongst other corporations. Showing the corporations true integrity will get positive feedback from consumers. Some consum ers demand responsible companies not just prefer them. Corporate social responsibility can definitely draw in consumers and help increase business. The corporation that stands out to me as far as social responsibility goes, is Walt Disney Company. Walt Disney Company started in 1923 as Walter Disney and his brother Roy, created the Disney Brothers Cartoon Studio. The first nine years, the company had its ups and downs. They went through a pitfall in distribution rights. The creation of Mickey Mouse saved the company and won over the hearts of many people. By 1932, the Disney Company started winning awards. The years 1950 through 1955, more progress was made for the Disney brothers. They created their first live-action film, Treasure Island, and began several television series. One of those series is known as The Mickey Mouse Club. They continued as far as opening the first California Disney theme park, Disneyland. Disney rose in popularity and moved into a wider market. Today, Walt Disney Company is still striving for excellence in everything that they do. They hold specific standards for the company which are not only business standards, but ethics standards as well. It’s the Company’s intent to instill knowledge and train to act ethically through the compliance training for all new employees of Disney. I believe that this company holds high expectations for everything they do and genuinely care about those they effect. This makes them a great example of a corporate social responsible company. Some of the things that I see that make them responsible are those consumers necessarily might not see just by going to the theme parks or watching the films. The ethical employee training knowledge and the above and beyond safety measures it reaches shows me that they care about their consumers and employees. Training their employees the way of ethical actions is important to make sure the right thing is always done. The safety measures that Disney promot es is internet safety for online interactive games for children and also product safety. All Disney products produced are required to go through an independent third-party safety tests to insure proper manufacture and accuracy. Disney also host extensive, original interactive content from trusted brands, and

Beggar Thy Neighbour Essay Example | Topics and Well Written Essays - 1500 words

Beggar Thy Neighbour - Essay Example After the American independence, several merchants made themselves incredibly wealthy from securities trading. People such as William Duer were able to make a lot of money from the stock market and their influence, fame, and resumes grew exponentially. Similarly, Robert Morris made himself exceptionally wealthy by trading securities on leverage from loans. Like Duer, his influence sparked many people to venture into the securities and commodities market. At the time, there were no laws governing securities trading and thus market panics were inevitable. By this point, the government had already understood that its role was to regulate this trade. In the absence of government regulations, the public was unprotected from the possibilities of fraud and loss of their money, which prompted the government to bring out new laws. Lenders were increasingly giving money to speculators and this led to the need for the government to control bank lending as well. Through regulating lending and in vestment, it is evident that government control was protecting the public. However, by governing the interest rates, the government and merchants did not come to agreeable terms, as most of the initial policies were ineffective. Some changes were implemented and this has continued to date making our financial system the current jargon it is today. Q 2: What led to the development of the American Bankruptcy Law?Many influential people participated towards the improvement of the financial industry.

What methods are used to identify patterns and trends in crime in the Essay

What methods are used to identify patterns and trends in crime in the UK - Essay Example Identification of spatial patterns of crime has seen the promotion of several theories and has been the subject of many philosophical debates in an attempt to help explain their manifestation. According to some crime analysts, models drawn from studying animal behaviour may even help predict human behaviour. Crime analysts are borrowing from game hunting and the study of predatory movement. Crime maps are used to record the locations of incidents in order to help predict where criminals are going to strike next, are used by police throughout the world. This paper discusses some of the methods used to identify patterns and trends in crime in the United Kingdom. According to Cole (1995) the tools of the disciplined futurists are a sound methodology, a sense of history and theory, knowledge of key factual data, and the ability to examine crime in the contexts of broader social, political, technological, and economic trends. The data sources and methods used to guide forecasting include crime statistics; surveys of experts, practitioners, and the general public; literature reviews; scenario writing; and statistical (time series) models that extrapolate crime trends into the future. Mathematical models that explain the behaviour of observed past values can be used to forecast future crime trends by projecting a time series analysis of crime trends into the future. In general, the source of quantitative time-series forecasting is police- and victim-reported crime statistics. Modelling consists of describing the causal sequence of variables and the prediction of their interactions. Any predictive model endeavours to show a relationship between certain independent (predictor) variables and a dependent variable (i.e., the criterion to be predicted). The principal strength of quantitative models, in relation to qualitative forecasts, is that descriptions of future crime rates are much more specific and precise, although not

LP6.2 Lien v. Lien Essay Example for Free

LP6.2 Lien v. Lien Essay A. What type of business entity did Pete Lien Sons, Inc. , operate when it was originally founded in 1944?. Pete Lien Sons, Inc. operated a partnership when the business was originally founded in 1944. B. Who were the original three partners of Pete Lien Sons, Inc. , when it was founded? The original partners were Bruce Lien, his brother Charles Lien, and their father Pete Lien Sr. C. When Pete Lien Sons, Inc. , incorporated in 1952, the partners became ___________ of the corporation. When Pete Lien Sons, Inc. , in 1952, the partners became equal shareholders of the corporation. D. How many people served on the corporations board of directors at the time of the lawsuit? At the time of the lawsuit, seven people served on the corporation’s board of directors. E. At the time of the litigation, who owned the majority of stock in the corporation and received more income and dividends than any other shareholder? Bruce Lien owned the majority of stock in the corporation and received more income and dividend than the other shareholders. F. What allegations did Bruce Lien assert his complaint in the civil action that he brought against the corporation and the other members of the board of directors in April 2000? Bruce Lien alleged minority shareholder oppression, breach of fiduciary duty and tortuous interference with prospective business relations or expectancy. G. Under what South Dakota statute did the trial court find that there was a shareholder deadlock in failing to elect directors? (example: (SDCL __-__-__) Under SDCL 47-7-34(3) That the shareholders are deadlocked in voting power, and have failed, for a period which included at least two consecutive annual meeting dates, to elect successors to directors whose terms have expired or would have expired upon the election of their successors H. What did the trial court determine to be the most equitable manner of breaking the deadlock? The trial court determined the most equitable manner of breaking the deadlock was a blind auction between Bruce and all the other shareholders for the sale of the corporation. I. When the trial courts decision was appealed, did the South Dakota Supreme Court, agree that a deadlock existed? No, the Supreme Court did not agree a deadlock existed and reversed the trial court’s rulings. The Supreme Court stated, there was no showing that the shareholders were deadlocked in voting power because of Bruce’s refusal to attend the meeting and participate in the voting for new directors.