Informative Speech Essays

Educational Speech Essays Educational Speech Paper Educational Speech Paper Exposition Topic: Educational I used to eat at McDonalds constantly and I figure a great many people can say the name. 2. I have watched narratives, took a gander at magazines and investigated the web. E. Review of Main Points: 1 . In the first place, I am going to discuss how McDonalds began 2. Second, how large they are today 3. At long last, Im going to discuss what they do with a portion of the cash they make. Body: A. McDonalds initially started as a grill café 1. Dick and Mac McDonald opened McDonalds Bar-a-Queue eatery in 1940 in Bernardino California. A. 1948 is the point at which the McDonalds we realize today was founded.The eatery had been closed down in September then re-opened in December after changes were made. The siblings had moved it toward a drive in self help café. B. With all the new changes they made, They figured out how to dispose of all the food that need forks, blades and spoons, leaving the menu was to simply burgers, cheeseburgers, soda pops, milk, espresso, potato chips and a cut of pie. C. In the long run in 1 949 their French Fries that we as a whole know and love came into the image and they disposed of the potato chips. NASA Lemma is viewed as the national dish in Malaysia and with establishes in Malay culture and Malay food, it implies slick or greasy rice. It is generally eaten and Malaysia and normally sold at vendor food focuses and side of the road slows down in Malaysia. 3. The Atari This extended tea is most popular as a sweet-smelling steaming hot tea that is ably pulled starting with one mug then onto the next. The tea is being blended in with vanished or consolidated milk to give the rich taste that last new in your tongue. This beverage is a famous Malaysian beverage that can be delighted in whenever of the day. There is a component of ability to entertain that exists in the readiness of The Atari. The capacity to drag a long stream of tea over the heads of supporters without giving them a shower is an interesting oddity for local people just as travelers. 4. Root Canal Root Canal is a very notable conventional Malaysian breakfast that the greater part of us will never miss. Root Canal is a kind of Indian-impacted complimented and is finished by a blend Of wheat flour lastly served in a light firm flapjack. The batter is being extended and hurled and afterward cooks it flawlessly on an iron. Root Canal has an extraordinary mix with lentil or chicken curry. It is regularly sold in Make slows down in Malaysia and is generally taken along with The Atari. 5. Air Bath grounds Commonly known as BBC, it can satisfy your thirst on a blistering evening, notable as refreshment. BBC is perfectly served in a bowl loaded up with shared ice and additional items, for example, red beans, groundnuts, sweet corn and organic products. Dense milk and sugar syrup will be added to give the sweet taste which satisfies your thirst. 6. Mourn Condole is a customary pastry which is exceptionally famous in Malaysia. It has a noodle-like strips produced using green flour. It is served in a mix blended in with shaved ice and coconut milk. Earthy colored sugar syrup is added to bring the sweet flavor that finishes the mourn cycles. It is regularly sold by merchants at side of the road, seller focuses and food courts and generally well known in Malaria, Penman and Koala Lumpy. 7. Rajah is a conventional products of the soil plate of mixed greens dish regularly found in Malaysia. The term Rajah is blend for Malay. Vegetables are destroyed with curried squid presented with hot sauce. There are different elective Rajah, for example, Rajah Bah, an organic product serving of mixed greens blended in a sauce made of matured shrimp glue. In Malaysia, Make Rajah or Appeaser contains singed mixture squanders, bean curds, bubbled potatoes, prawn misuses, hard bubbled eggs, bean sprouts, cuttlefish and cucumber blended in with a sweet, thick, hot nut sauce. Generally, Make Rajah merchants utilized changed bikes or smaller than usual trucks as readiness counters and to hawk their Rajah. . Chicken Rice dish is seasoned with broiled, steamed or poached chicken. Ginger glue, bean stew sauce and soy sauce are served to add flavor to it. Chicken Rice is celebrated among the Chinese Community. One case Of Chicken Rice is Haines Chicken Rice which is most usually connected with Malaysian Haines cooking styles. In Malaysia, Chicken Rice is accessible in numerous Chinese bistros or cafés or vendor focuses yet in addition chain eateries, for example, The Chicken Rice Shop and Old Town White Coffee. . The Frozen North Alaska is a famous zesty noodle soup from the Partaken food, which is a mix of Chinese and Malay cooking which can be found in Malaysia. Gold country is a neighborhood noodle soup dish cooked in a novel manner with fixings such coconut milk, fish, bean sprouts, cucumber and flavors. Varieties incorporate Alaska Penman, Alaska Juror and Alaska Karakas, Curry Alaska, each with its own particular flavor and taste. Curry Alaska is all the more usually utilized In Koala Lumpy while it is known as Curry MME in Penman. 10. Organic products The durian is Malaysias King of Fruits that has a smooth velvety surface and particular scent. The durian is unmistakable for its huge size, solid dismal and considerable thistle secured husk. A few people view the durian as having a charmingly sweet scent; others discover the smell overwhelming. In the mean time, occasional natural products, for example, orangutan, duck, mangoes and kick, papaya, watermelon and knob are other delicious joys which are accessible throughout the entire year. Natural products, for example, kiwifruit and banana are likewise made as scrumptious wastes.

Whales in Captivity Free Essays

Executioner Whales Deserve Freedom Kimberly Hall COM 155 November 27, 2011 Mara Galvez Killer Whales Deserve Freedom Orcas are perplexing social animals meriting opportunity and regard, not imprisonment in amusement stops under the appearance of state funded training and diversion. Aquarium staffs state hostage whales are extremely valuable instructive devices. In any case, individuals can teach their youngsters by carrying them to the wild as opposed to carrying the wild to them to the detriment of the Orcas wellbeing and prosperity. We will compose a custom exposition test on Whales in Captivity or then again any comparable theme just for you Request Now The cost of a family affirmation ticket is the thing that keeps on driving this barbarous spectacle,† as indicated by Michael O’ Sullivan, the Executive Director of The Humane Society of Canada (Whales in Captivity, 2010, Para. 3). Orcas endure from numerous points of view in bondage, and are dependent upon numerous unpleasant circumstances they could never experience in nature. Imprisonment changes their psychological state as well as their physical appearance. One of the most notable physical impacts of imprisonment is dorsal blade disfiguration. In the hostage populace, pretty much every male has a slumped dorsal balance, and most females have probably some twist to their dorsal. In the wild, male dorsal balances can surpass statures of six feet straight up. The best hypothesis is that the dorsal blade flops from the power of gravity. Dorsal balances are made of ligament, not bone. Orcas are perhaps the quickest warm blooded creature in the ocean; they can arrive at speeds up to 30 miles for every hour. Orcas can plunge submerged to profundities of near 200 feet. When plunging, the animal’s pulse eases back from 60 beats for each moment to 30 beats for every moment. In the mean time, oxygen-diverting blood occupies from the furthest points, and afterward explores toward the heart, lungs, and mind, where there is more oxygen required. These organic changes license the creature to moderate oxygen while lowered for longer timeframes (About Orcas †Physical Characteristics, 2005). In the wild Orcas have support from the water, keeping their dorsal erect. In imprisonment, Orcas are at the surface continually for taking care of, preparing, and petting purposes, and swim just around and around so there is next to no dorsal help, subsequently causing the dorsal to tumble [ (Bohn, 2011) ]. Orcas in imprisonment experience the ill effects of something other than physical flaws. Dosed with medications to help the executioner whales manage pressure, they endure horrendously in marine parks. Creatures and people share a similar resistant framework. Similarly as stress lessens our safe framework, it does likewise to the executioner whale. In this way, stress has been a circuitous reason for death in hostage executioner whales. Executioner whales in imprisonment encountering pressure will in general beat their head against the dividers of their tanks until it drains. In any event three hostage whales have murdered themselves with this redundant movement welcomed on by pressure. Have you at any point known about this occurrence in nature? Not exclusively does it not occur, an Orca in the wild could failing to bring substantial mischief upon itself. Forswearing of their entitlement to live in their actual living space where they have a place causes the executioner whales a lot of pressure, disappointment, nervousness, and tragically animosity. In the wild Orcas, don't assault people as they have in marine parks. As Barry (2010, Para, 12) clarified, â€Å"Isolation among marine creatures is profoundly distressing, which prompts strange conduct. † Marine stops, for example, Sea World have what they call petting cases, where the kids can pet and feed the Orcas. Orcas are offered sedatives to assist them with managing the pressure and uneasiness of human contact. Individuals probably won't be so anxious to pet these wild warm blooded animals in the event that they knew everything the Orca needed to experience to make sure they could pet them for a moment or two. (Smith, 2010) Along with the pressure of living in a marine park, Orcas experience the ill effects of their relatives. In the wild Orcas travel with their family (units) that run somewhere in the range of five to 25 relatives (Orcas). Orcas families are affectionate. They for the most part travel in units that incorporate their folks, grandparents, kids, and so on. Removing the Orca from their family causes them much pressure, tension, and wretchedness. In the wild, their posterity remain with them and travel with them. Orcas, related by blood, stay together for the term of their lives. In imprisonment, the aquarium staff evacuates their posterity (calves) from them at a youthful age. For Orcas, known to be the one vertebrate that is nearest to mankind to the extent family, emotions, and social practices, it is equal to a person expelled from their family to never observe them again, to never address them again. Smith, 2010) In the wild, Orcas have consistent correspondence with their units (family). To speak with their pods (family) in the wild Orcas use echolocation. Mandell (2010) depicts echolocation as, â€Å"The procedure of moving air between the sinuses in their minds to make shrill sound (p. 2). The vibrations travel submerged until they experience articles and afterward bounce back making discernible tones the whales use for route. T heir sound waves go so far that they never return to the Orca who sent it. What returns is the voice (sound rushes) of another Orca (relative). In bondage, these shrill sounds can just make a trip to the mass of the tank and ricochet back. In this way, causing the sound (the Orcas own voice) to ricochet to and fro more than once which in time can make a stellar whale crazy. It is proportionate to keeping a human in a room, in single, who is continually hearing voices. Being separated in a little tank (roughly the size of two Orcas), sprinkling onlookers with your tail, and doing stunts a few times each day for a considerable length of time would make any species go insane. I concur that viewing sublime Orcas performing stunts with a human mentor isn't instructive. Tragically, watching one snap and slaughter a mentor is instructive, yet just if the exercise changes the psyches and activities of its captors. Orcas are mind boggling social animals meriting opportunity and regard. There are as of now 42 executioner whales in imprisonment around the world. Out of the 194 executioner whales in imprisonment since 1964, 66% kicked the bucket inside 10 years, and under 30 endure longer than 20 years in bondage [ (Mandell, 2010) ]. To keep them in bondage camouflaged under training and amusement is simply coldblooded and strange treatment. They endure genuinely, socially and intellectually. Imprisonment is progressively inconvenient to the government assistance of the Orca than the wild would ever be. Watching Orcas in their normal natural surroundings is unmistakably more instructive than watching them perform deceives in a marine park. [ (Santich, 2010) ] OR [ (Orlando, 2011) ] YOU DECIDE References About Orcas †Physical Characteristics. (2005). Recovered December 7, 2011, from orca-zone: http://www. orca-zone. com/aboutorcas/record. html Barry, J. (2010, August 26). Executioner is prized, dreaded, focused on: Life won’t change much for Tilikum, the orca that suffocated a mentor at Seaworld. St Petersburg Times . St Petersburg, FL, United States. Recovered from http://search. proquest. com. ezproxy. apollolibrary. com/docview/264384772/1338068E48F8B67489/1? accountid=35812 Bohn, G. (2011, November 28). Executioner whales and imprisonment; What danger, assuming any, does life in the aquarium bubble posture to the strength of these monster ocean warm blooded animals. The Edmonton Journal . Edmonton, Alta, Canada. Recovered from http://search. proquest. com. ezproxy. apollolibrary. com/docview/251763683/133805C5287EFA914D/1? accountid=35812 Mandell, M. (2010, June 29). Short history on executioner whales. Bergen County, N. J, United States. Recovered from http://search. proquest. com/docview/365980652? accountid=35812 Orlando, S. W. Orca Collapsed Dorsal Fin. (picture). Hostage orcas. Ocean World Orlando, Orlando. Recovered from http://pediaview. com/openpedia/Captive_orcas Santich, K. Free Willy? Preservationists state this is the means by which orcas should live †in nature. SeaWorld catastrophe †a token of why orcas should swim free? Whale and Dolphin Conservation Society. (picture) Retrieved from http://online journals. orlandosentinel. om/changetheworld/2010/02/an unfortunate token of-why-executioner whales-ought not-live-at-marine-parks. html/orcinus_orca_5 Smith, J. (2010, June 11). Hostage Killer Whales. The Ecologist . Joined Kingdom. Recovered from http://search. proquest. com. ezproxy. apollolibrary. com/docview/234920905/1338063BFFA6E62ABF8/1? accountid=35812 Whales in Captivity †Spectacularly Cruel †says Humane Socie ty of Canada. (2010, July 1). The Canada Newswire . Ottawa, British Columbia, Canada. Recovered from http://search. proquest. com. ezproxy. apollolibrary. com/docview/455947023/133806FC22464623DC8/6? accountid=35812 The most effective method to refer to Whales in Captivity, Essay models

The Zoo Story by Edward Albee Essay -- essays research papers

In a jam-packed city, for example, Manhattan, it was no big surprise that a man like Jerry felt desolate. He was without a companion, a mother and father, and the normal 'spouse, two youngsters, and a pooch,'; that numerous others had. Jerry was tossed in a world that he felt didn't need him, and his human imperfection of needing to get away from forlornness prompted his deplorable demise. In Edward Albee's play, The Zoo Story, all Jerry needed was to be heard and comprehended, and at long last, in the wake of offering his biography to a total outsider, he got his last wish - passing. The Zoo Story not just recounts the distance of man in present day society, yet in addition mirrors the way of thinking of twentieth century existentialism. Â Â Â Â Â Jerry settled on a cognizant decision of needing to take his life, while Peter, a man that decided to go about as the 'test subject'; and stayed and tuned in to Jerry's story, settled on a cognizant decision of getting same blade that slaughtered Jerry. In spite of the fact that it was Peter who held the blade that executed Jerry, it was Jerry who assumed the liability to - in spite of incredible exertion and agony – 'wipe the blade handle clean of fingerprints'; to permit no hint of the killer. Notwithstanding, in spite of the fact that Peter got away without obligation, he needed to manage the blame that it was him who held the weapon that finished the life of Jerry. Subside needed to confront an amazing remainder monitoring how others lived, and how one can feel so unconcerned with the world yet live in exactly the same piece of the city. Â â â &n...

Human Resources Planning Development Assignment 1 - Free Essay Example

Main Objectives of Unilever: The main objective is to ensure that Unilever managers across the globe are equipped with a consistent set of skills and a common language that enable them to effectively tackle the business challenges they face. Prior to the initiative there were as many as 650 different suppliers providing management training, so the achievement of consistency was a key driver. Following a complex selection process TACK International was selected by Accenture as a key partner to develop the management capability for Unilever globally over a 5-7 year period. TACK was one of the few partners able to offer the consistency, breadth and depth of training portfolio Unilever needed. TACKs proven track record with global blue-chip companies and a robust infrastructure and delivery capability in close to 40 markets and 25 local languages was vital to managing this global solution. HRM Models in Unilever: For any social group to perform its tasks efficiently and achieve its common objectives, the management of its most important resources the people is of utmost importance. Until about the 1970s the task of lsquo;finding and controlling people was handled by Personnel Management which was largely an administrative function, dealing with the management and control of subordinates. The concept of Human Resource Management developed with a more strategic level of thinking about the nature and role of people (as total 24hr per day human beings) working in organizations which are lsquo;cultures in their own right. Recent thinking has moved from the control-based model to the compliance model. The soft edge of the latter involves eliciting employee commitment and expecting effectiveness and efficiency to follow. The hard edge of the latter involves ridding the organization of unnecessary layers of middle management which, when stripped of control functions, have very little by way of value added. Like every other MNCs Unilever follows partial policies of both models. They are discussed as follows: Job Design Principal: a. Divide their operations into different subdivisions. b. It follows both specific job accountability and combined planning Implementation according to the need of their operation. c. The tasks operated by the employees are both in team and individually. Management Organizations: a. The employees are assigned into different hierarchies. It varies from country to country. b. As there remains strong hierarchy in Unilever so top-down control and coordination is practiced in this MNC. c. Status symbol is also visible in Unilever. But it does not create any confusion among the employees of different countries or cultures. Compensation: a. The employees of different position in the hierarchy are paid compensation according to their job performance. Salary is paid monthly. Other packages such stock options, bonus, etc are also provided during special occasions like religious festivals, companys progress etc. Employee Voice: a. Unilever follows Unionized policy to ensure the highest employee benefits like control damage, bargaining. Labor Management Relations: a. Joint problem-solving and planning policy is practiced in Unilever to encourage the willingness of the workers towards the company. Management Philosophy: a. Management is responsible to the stakeholders for their performance. Top level management discuss with other managers and related officials to reach in a decision. It believes that fulfillment of employees needs is a goal rather than an end. Key HRM activities in Achieving Organizational goal of Unilever: The key HR activities performed by Unilever to achieve its organizational goal are described as follows: Organization structuring It refers to developing an organization which caters for all the activities required, groups them together in a way which encourages integration and co-operation. HR is very helpful for Unilever to achieve its goals. As we said before that Unilever managers across the globe are equipped with a consistent set of skills and a common language that enable them to effectively tackle the business challenges they face. The complete structure of Unilever made by its HRM department is very much effective and efficient to meet this goal. HR professionals follow different structure methods to select and choose the best option for structuring. Job design and role specification It refers to deciding on the contents of the jobs- their duties and responsibilities and the relationships that exist between job holders and other people in the organization. The job designed by the HRM department are very much straight forward for meeting the goal and purposes. On the other hand the role specification of each employee are so organized that the partners like TACK are able to offer the consistency, breadth and depth of training portfolio Unilever needed. Organizational development It refers to stimulating, planning and implementing programs designed to improve the effectiveness with which the organization functions and adapts to change. The market is changing every moment. Like other companies Unilever has to cope up with this change to remain and fight with its competitors in the market. The development made by HRM department is so structured that it describes a perfect way to meet its goals. Reference: https://www.tacknederland.nl/index.php/onzeklanten?7ad88924ca3d24beb8651ffe4c48a5c6=489755574542486226ff2ac267a703ad https://www.unilever.com/aboutus/purposeandprinciples/?WT.LHNAV=Purpose__principles After Lundy O (1994) From Personnel Management to Strategic Human Resource Development, International Journal of Human Resource Management Vol 5 pp 687-720 Beer, M., Spector, B., Lawrence, P.R., Quinn-Mills, D., Walton, R.E. 1984. Managing Human Assets. New York, USA. Free Press Pilbeam, S., Corbridge, M. 2002. People Resourcing: HRM in practice, 2nd ed. Harlow, England. Pearson Education Ltd. Prahalad, C. K. and Hamel, G, 1990. The Core Competence of the Corporation, Harvard Business Review. Vol. 68, No 3, pp 79-91. Mullins L.J., Management and Organisational Behaviour (7th edition, Prentice Hall, 2005) ISBN: 0-273068876-6 The arrangement (formal system of relationship) which is necessary to pursue goals (Perrow, 1965).

How Is the Letter A Pronounced in French

The letter A is as common in the French language as it is in English. You will often use this letter alone, or with an accent grave, or in a number of combinations alongside other letters. Each instance has a slightly different pronunciation and this French lesson will help you learn each. How to Pronounce the French Letter A The pronunciation of the letter A in French is fairly straightforward. It is usually pronounced more or less like the A in father, but with the lips wider in French than in English: listen. An A  with the accent grave  Ãƒ  Ã‚  is pronounced the same way. The A  is sometimes pronounced further back in the mouth and with the lips more rounded than for the A sound described above: listen. This sound is becoming obsolete, but technically should be pronounced when the letter A: is followed by a Z sound as in  base and  gazis followed by a silent S  as in  bas and  cas, with the  exception of  brasincludes the accent circonflexe ˆ as in pà ¢tes and  Ãƒ ¢ne French Words With A Now that you know how to pronounce the various As in French, its time to practice. Click on each of these words to hear the pronunciation and repeat it as often as you need to. Notice the difference between the sound when its used in the various contexts weve discussed. quatre  (four)ami  (friend)agrà ©able  (nice)tabac  (tobacco shop)soulager  (to relieve)pà ¢tes  (pasta)bas  (low)bras  (arm) Letter Combinations With A The letter A is also used in combination with other vowels and consonants to produce specific sounds in French. Its much like how the A in apple is different than the A in  taught in English. To continue your French pronunciation lessons, explore these A combinations: AI / AIS: Pronounced like the French  ÃƒË†.AIL: Pronounced  [ahy], similar to the English  eye.AN: Pronounced [ah(n)], the  ah  sounds like  Ãƒ  Ã‚  and the n has a nasal sound. As in  tante  (aunt).AU: Pronounced like a closed O in a similar manner to eau.EAU: Pronounced like au with a closed O.

My Time As Volunteer At Somerset Dade Academy - 898 Words

During my time as volunteer at Somerset Dade Academy, I was able to work closely with the elementary and middle school teacher. During each visit, I was able to follow Ms. Lee’s daily routine. In the morning, we had 30 minutes to plan and get her cart ready with supplies she needed for the day. Also, we would both create various model artworks to inspire her students to create something more original and imaginative. She wheeled her cart through certain elementary classes depending on her schedule. Depending on the grade level she was assign to that day, we were able to teach her students the fundamental concepts of arts and major art movements, all in 30 minutes. Every three weeks, she would focus on a concept, artist, or art movement. Additionally, she would assign vocabulary words, which her students would copy and also had access to them online on Quizlet. At the end, she would administer a summative test on everything they learned for the past three weeks. On the other hand, Ms. Lee’s middle school classes were different, more one-on-one, and it was a one-hour period. Her students were able to recreate impressionist and expressionist artworks, such as Monet’s Water Lilies, Van Gogh Starry Night and The Bedroom on wall-sized canvases. Despite the diversity of art concepts taught, it can become quite difficult for one teacher to teach 23 elementary classes and 11 middle school classes. As part of the Miami Dade College community, we can help and stress the

Complaint handling and service recovery free essay sample

Why do customers complain? In general, studies of consumer complaining behavior have identified four main purposes for complaining. 1. Obtain restitution or compensation. Often, consumers complain to recover some economic loss by seeking a refund, compensation, and/or have the service performed again. 2. Vent their anger. Some customers complain to rebuild self-esteem and/or to vent their anger and frustration. When service processes are bureaucratic and unreasonable, or when employees are rude, deliberately intimidating, or apparently uncaring, customers self-esteem, self-worth, or sense of fairness can be negatively affected. They may become angry and emotional. 3. Help to improve the service. When customers are highly involved with a service , they give feedback to try and contribute toward service improvements. 4. For altruistic reasons. Finally, some customers are motivated by altruism. They want to spare other customers from experiencing the same shortcomings, and they may feel bad if they fail to draw attention to a problem that will cause difficulties for others if it remains uncorrected. We will write a custom essay sample on Complaint handling and service recovery or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Why don’t unhappy customers complain? In some situations, people simply dont know where to go or what to do. Also, many people feel that complaining is unpleasant . Customers may not want to take the time to write a letter, send an email, fill out a form, or make a phone call, particularly if they dont see the service as being important enough to be worth the effort. Many customers see the payoff as uncertain and believe that no one will care about their problem or be willing to resolve it. They may be afraid of confrontation, especially if the complaint involves someone whom the customer knows and may have to deal with again. Customers are less likely to voice complaints in service situations in which they perceive they have low power (ability to influence or control the transaction). This is particularly true when the problem involves professional service providers, such as doctors, lawyers, or architects. Social norms tend to discourage customer criticism of such individuals, because of their perceived expertise. Who is most likely to complain? Research findings consistently show that people in higher socioeconomic circumstances are more likely to complain than those in lower levels. Their better education, higher income, and greater social involvement give them the confidence, knowledge, and motivation to speak up when they encounter problems. Further, those who complain also tend to be more knowledgeable about the service products in question. Where do customers complain? Studies show that the majority of complaints are made at the place where the service was received. One of the authors found that an astoundingly 99 percent-plus of customer feedback was given face to face or over the phone to customer service representatives. Less than 1 percent of all complaints were submitted via email, letters, faxes, or customer feedback cards. Also, customers tend to use non interactive channels to complain (e. g. , email or letters) when they mainly want to vent their anger and frustration, but resort to interactive channels such as face to face or the telephone when they want a problem to be fixed or redressed. Where do customers complain? Studies show that the majority of complaints are made at the place where the service was received. One of the authors found that an astoundingly 99 percent-plus of customer feedback was given face to face or over the phone to customer service representatives. Less than 1 percent of all complaints were submitted via email, letters, faxes, or customer feedback cards. Also, customers tend to use non interactive channels to complain (e. g. , email or letters) when they mainly want to vent their anger and frustration, but resort to interactive channels such as face to face or the telephone when they want a problem to be fixed or redressed. IMPACT OF EFFECTIVE SERVICE RECOVERY ON RETENTION When complaints are resolved satisfactorily, there is a much higher chance that the customers involved will remain loyal. Research has found that intentions to repurchase for different types of products ranged from 9 percent to 37 percent when customers were dissatisfied but did not complain. For a major complaint, the retention rate increased from 9 percent to 19 percent if the customer complained and the company offered a sympathetic ear but was unable to resolve the complaint to the satisfaction of the customer. If the complaint could be resolved to the satisfaction of the customer, the retention rate jumped to 54 percent. The highest retention rate, 82 percent, was achieved when problems were fixed quickly—typically, on the spot. The conclusion to be drawn is that complaint handling should be seen as a profit center and not a cost center. Service recovery paradox The service recovery paradox refers to the effect that customers who experience a service failure and then have it resolved to their full satisfaction are sometimes more likely to make future purchases than are customers who have no problem in the first place. A study of repeated service failures in a retail banking context showed that the service recovery paradox held for the first service failure that was recovered to a customers full satisfaction. However, if a second service failure occurred, the paradox disappeared. It seems that customers may forgive a firm once, but become disillusioned if failures recur. Furthermore, the study also showed that customers expectations were raised after they experienced a very good recovery; thus, excellent recovery becomes the standard they expect for dealing with future failures. Whether a customer is delighted by service recovery may also depend on the severity and recoverability of the failure no one can replace spoiled wedding photos or a ruined holiday, or eliminate the consequences of a debilitating injury caused by service equipment. In such situations, its hard to imagine anyone being truly delighted even when a most professional service recovery is conducted. Contrast these examples with a lost hotel reservation, for which the recovery is often an upgrade to a suite. When poor service is recovered by delivery of a superior product, youre usually delighted and probably hope for another lost reservation in the future. HOW TO ENABLE EFFECTIVE SERVICE RECOVERY Be proactive—on the spot, before customers complain Plan recovery procedures Teach recovery skills to relevant personnel Empower personnel to use judgment and skills to develop recovery solutions Be proactive—on the spot, before customers complain For example, the waiter may ask a guest who has eaten only half of his dinner, Is everything all right, sir? The guest might say, Yes, thank you, Im not very hungry, or The steak is well done but I asked for medium-rare; plus its very salty. The latter response gives the waiter a chance to recover the service, rather than have an unhappy diner leave the restaurant and potentially not return. Plan recovery procedures Contingency plans have to be developed for service failures, especially for those that can occur regularly and cannot be designed out of the system. Revenue management practices in the travel and hospitality industries often result in overbooking, and travelers are denied boarding or hotel guests are walked even though they had confirmed seats or reservations. To simplify the task of front-line staff, firms should identify the most common service problems such as overbooking and develop predetermined solution sets for employees to follow. Teach recovery skills to relevant personnel As a customer, you may quickly feel insecure at the point of service failure because things are not turning out as anticipated. So you look to an employee for assistance. But are they willing and able to help you? Effective training builds confidence and competence among front-line staff, enabling them to turn distress into delight. Empower personnel to use judgment and skills to develop recovery solutions Service recovery efforts should be flexible and employees should be empowered to use their judgment and communication skills to develop solutions that will satisfy complaining customers. This is especially true for out-of-the-ordinary failures for which a firm may not have developed and trained potential solution sets. Employees need to have the authority to make decisions and spend money in order to resolve service problems promptly and recover customer goodwill. GUIDELINES FOR THE FRONT LINE: HOW TO HANDLE COMPLAINT Act fast Admit mistakes but don’t be defensive Understand problem from customer’s viewpoint Don’t argue Acknowledge customer’s feelings Give benefit of doubt Clarify steps to solve problem Keep customers informed of progress Consider compensation Persevere to regain goodwill SERVICE GUARANTEES Guarantee = an assurance of the fulfillment of a condition (Webster’s Dictionary) In that a product offered by a firm will perform as promised and, if not, then some form of reparation will be undertaken by the firm CHARACTERISTICS OF AN EFFECTIVE SERVICE GUARANTEE Unconditional the guarantee should make its promise unconditionally – no strings attached Meaningful the firm should guarantee elements of the service that are important to the customer the payout should cover fully the customer’s dissatisfaction Easy to Understand and Communicate customers need to understand what to expect employees need to understand what to do Easy to Invoke and Collect the firm should eliminate hoops or red tape in the way of accessing or collecting on the guarantee CUSTOMER SATISFACTION AND SERVICE QUALITY Dimension Tangibles Definition Appearance of physical facilities, equipment, personnel, and communication materials Examples of customers questions 1) Are the hotels facilities attractive? 2) Is my accountant dressed appropriately? 3) Is my bank statement easy to understand? Dentist Dimension Reliability Definition Ability to perform the promised service dependably and accurately Examples of customers questions 1) Does my lawyer call me back when promised? 2) Is my telephone bill free of errors? Punctuality of air service Dimension Responsiveness Definition Willingness to help customers and provide prompt service Examples of customers questions 1) When theres a problem, does the firm resolve it quickly? 2) Is my stockbroker willing to answer my questions? 3) Is the cable TV company willing to give me a specific time when the installer will show up? My internet service, Samsung example Dimension Competence Definition Possession of the skills and knowledge required to perform the service Examples of customers questions 1) Can the bank teller process my transaction without fumbling around? 2) Is my travel agent able to obtain the information I need when I call? 3) Does the dentist appear to be competent? Degree of Doctors Samsung monitor Dimension Courtesy Definition Politeness, respect, consideration, and friendliness of contact personnel Examples of customers questions 1) Are the telephone operators consistently polite when answering my calls? 2) Does the plumber take off muddy shoes before stepping on my carpet? Dimension Credibility Definition Trustworthiness, believability, honesty of the service provider Examples of customers questions 1) Does the hospital have a good reputation? 2) Does my stockbroker refrain from pressuring me to buy? 3) Does the repair firm guarantee its work? Lawyer , or wom,Claim settlement Dimension Security Definition Freedom from danger, risk, or doubt Examples of customers questions 1) Is it safe for me to use the banks ATMs at night? 2) Is my credit card protected against unauthorized use? Dimension Access Definition Approachability and ease of contact Examples of customers questions 1) How easy is it for me to talk to a supervisor when I have a problem? 2) Does the airline have a 24-hour toll-free phone number? 3) Is the hotel conveniently located? My internet service Dimension Communication Definition Listening to customers and keeping them informed in language they can understand Examples of customers questions 1) When I have a complaint, is the manager willing to listen to me? 2) Does my doctor avoid using technical jargon? 3) Does the electrician call when he or she is unable to keep a scheduled appointment? Dimension Understanding the customer Definition Making the effort to know customers and their needs Examples of customers questions 1) Does someone in the hotel recognize me as a regular customer? 2) Does my stockbroker try to determine my specific financial objectives? Insurance consultants 1) The knowledge gap is the difference between what service providers believe customers expect and customers actual needs and expectations. 2) The standards gap is the difference between managements perceptions of customer expectations and the quality standards established for service delivery. 3) The delivery gap is the difference between specified delivery standards and the service providers actual performance on these standards. 4) The internal communications gap is the difference between what the companys advertising and sales personnel think are the products features, performance, and service quality level and what the company is actually able to deliver. 5) The perceptions gap is the difference between what is, in fact, delivered and what customers perceive they received (because they are unable to evaluate service quality accurately). 6) The interpretation gap is the difference between what a service providers communication efforts (in advance of service delivery) actually promise and what a customer thinks was promised by these communications. 7) The service gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered. 8) Gaps 1,5,6, and 7 represent external gaps between the customer and the organization. Gaps 2, 3, and 4 are internal gaps that occur between various functions and departments within the organization. Prescriptions for Closing Service Quality Gaps Knowledge: Learn what customers expectconduct research, dialogue, feedback Standards: Specify SQ standards that reflect expectations Delivery: Ensure service performance matches specsconsider roles of employees, equipment, customers Internal communications: Ensure performance levels match marketing promises Perceptions: Educate customers to see reality of service delivery Interpretation: Pretest communications to make sure message is clear and unambiguous. Hard and Soft Measures of Service Quality Hard measures refer to standards and measures that can be counted, timed or measured through audits typically operational processes or outcomes e. g. how many trains arrived late? Soft measures refer to standards and measures that cannot easily be observed and must be collected by talking to customers, employees or others e. g. SERVQUAL, surveys, and customer advisory panels. Control charts are useful for displaying performance on hard measures over time against specific quality standards. Tools to Address Service Quality Problems Fishbone diagrams: A cause-and-effect diagram to identify potential causes of problems. Pareto charts: Separating the trivial from the important. Often, a majority of problems is caused by a minority of causes i. e. the 80/20 rule. Blueprinting: A visualization of service delivery. It allows one to identify fail points in both the front stage and backstage. Pareto analysis seeks to identify the principal causes of observed outcomes. This type of analysis underlies the so-called 80/20 rule, because it often reveals that around 80 percent of the value of one variable (in this instance, the number of service failures) is accounted for by only 20 percent of the causal variable (i. e. , the number of possible causes). In an airline example, analysis showed that 88 percent of the companys late-departing flights from the airports it served were caused by only four (5 percent) of all the possible factors. In fact, more than half the delays were caused by a single factor: acceptance of late passengers (when the staff held a flight for one more passenger who was checking in after the official cutoff time). Generic Productivity Improvement Strategies The task of improving service productivity has traditionally been assigned to operations managers, whose approach has typically centered on such actions as 1) Careful control of costs at every step in the process 2) Efforts to reduce wasteful use of materials or labor 3) Matching productive capacity to average levels of demand rather than peak levels, so that workers and equipment are not underemployed for extended periods 4) Replacing workers by automated machines 5) Providing employees with equipment and databases that enable them to work faster and/or to a higher level of quality 6) Teaching employees how to work more productively (faster is not necessarily better if it leads to mistakes or unsatisfactory work that has to be redone) 7) Broadening the array of tasks that a service worker can perform (which may require revised labor agreements) eliminates bottlenecks and wasteful downtime by allowing managers to deploy workers wherever they are most needed 8) Installing expert systems that allow paraprofessionals to take on work previously performed by professionals who earn higher salaries Although improving productivity can be approached incrementally, major gains often require redesigning entire processes.