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Customer Care Analysis
Customer Care Analysis
Introduction
Quality assurance means developing operational controls that will ensure that the results match the desired outcomes. Quality Assurance in customer service refers to the process of monitoring and grading representative interactions that will ensure a customer experience that is quality. Customer service operations are designed to keep customers satisfied while at the same time protecting the organization. The main goal of customer service is to help customers solve problems. Therefore for this function to be carried out effectively, customer service has to be accessible, knowledgable, reliable and deliver results. To ensure that customer service achieves it set goal quality assurance should be carried out as they apply to how the customers will be served best. Therefore quality assurance identifies the requirements and measures how well customer service is performing with respect to each other. In a nutshell quality assurance in customer service can be defined as a means that is used to evaluate the characteristics that make customer service effective.
Quality assurance in customer service can be done both internally and externally. This paper will therefore look at the various regulations and requirements for internal and external quality assurance in customer service. Internal quality assurance is the driving factor in qualifications in the national framework and also within quality and management systems of organizations that are approved. The role, in terms of managing the assessment so that the customer service meets the set standards, is central in maintaining the confidence of the customers whenever services are provided. External quality assurance on the other hand enhance value as they ensure internal quality assurance are able to evaluate conformance with the standards that have been set by bodies such as NVQ.NVQ code of practice sets out responsibilities for the NVQ awarding bodies and their approved centers for the administration, assessment and verification. The NVQ code of practice therefore suppliments,where applicable the requirements of statutory regulations of external qualifications in UK.This it achieves by specifying the additional quality assurance and control requirements that apply and reflect the distinctive character of NVQ.Therefore when external quality assurance is done it has to be in line with the qualifications accredited against these standards in customer service as meeting the assessor and verifier qualification requirements that are set out in the NVQ code of practice.
The requirements and responsibilities for quality assurance in customer service therefore include; reliability which entails the comparison of what the customer service organization promises the customer to what the expectations of the customer are and what the customer service delivers. If the delivered services are in line with the customer’s expectations and what had been promised to be delivered, then quality with respect to this customer service is high. If there are any gaps then quality assurance can be used to track improvements. It is therefore a requirement in quality assurance to regularly survey customers so to determine what they expect so that they can match up against promises and deliveries (Markgraf,2012).
Another requirement is competence, customers expect that their services are delivered competently and therefore quality assurance in customer service entails tracking of competence. This is evaluated through training and the results that are archieved.Every employee that is delivering customer service has to have acquired training that allows competent delivery and competent services. In quality assurance it is a requirement to keep records of training and regular survey of customers to evaluate competence of delivery.
Customers always have the expectation of reliable and competent service delivery in a form that is easily accessible. Customer service delivery is done over electronic means of communication. Factors that reduce the quality of delivery are tracked under quality assurance, reasonable levels defined and ensuring the maintenance of these levels over time.
Customer service aims to offer solutions to customer’s problems, therefore quality assurance ensures documentation of complaints from customers, tracking actions that are taken to resolve these problems and surveying on the satisfaction of customers with the results. Therefore quality assurance compares high levels of reliability, competence and delivery with the levels of customer satisfaction. Therefore quality assurance is very important in customer care service (Markgraf, 2012).
References
Markgraf, B. (2012) Definition of Quality Assurance in Customer Service.Retrieved November 6,2012 from http://smallbusiness.chron.com/definition-quality-assurance-customer-service-39829.html
Discussion 1 (2)
Discussion 1
The society has a great role and control over a pregnant woman to protect the fetus, who is considered as the next generation of the society. In different countries and cultures, there are different views in relation to pregnant woman’s physical, mental and psychological well-being. Some countries’ policies restrict pregnant women’s rights while other policies advocate more freedom for them. There are two questions that need to be answered: Is pregnancy a disease? And if so, how can we protect the fetus when the mother and her environment is not healthy? Pregnancy becomes a “disease” when there is an actual illness such as high blood pressure or gestational diabetes which prevents the fetus from developing properly due to its upbringing in an environment with such illness (Bordo, 2020). Once it comes out, it will become a normal human being. Therefore, the society ought to control the people’s culture to ensure that the fetus is offered the right to live.
Family courts outlines the rights and responsibilities of the mother. A mother has the right to:
– Receive and expect support for the child from the father of the child
– Consent to or refuse medical care for her child
– Make decisions about the health, education, and general care of her child
– Make decisions on behalf of her minor children in emergency situations when those children aren’t capable of making personal decisions.
Parents also have an obligation to:
– Share in raising their children
– Provide financial support for their children according to their abilities and circumstances.
There are various rights that a fetus should have. these rights are essential for the protection of the fetus. The law should recognize these rights. They include the right to life, to not be subjected to torture or cruel, inhuman or degrading treatment or punishment, and not to be arbitrarily deprived of his or her life. The right to live is an important one for a fetus. Fetuses are living beings that deserve legal protections just like everyone else does in society today. Hence, the fetus has the right to be born alive (Simkulet, 2019).
References
Bordo, S. (2020). Are mothers persons?. In Unbearable Weight (pp. 71-98). University of California Press.
Simkulet, W. (2019). Substance, rights, value, and abortion. Bioethics, 33(9), 1002-1011.
Discussion 2
Immunization plays a critical role in safeguarding public health. It assists in eliminating the spread of infections and hence tends to protect the most vulnerable who include individuals fighting serious illnesses like cancer, the elderly, and newborns. It also offers protection against the diseases that have been eradicated by immunization, thus preventing resumption of these diseases.
The global polio eradication initiative is an example of immunization. In April 2014, the World Health Organization (WHO) announced that they had successfully eradicated the wild poliovirus from all countries where it still exists. Eradication is a technical measure to eliminate a pathogen and decreases the threat of disease transmission either through deliberate or accidental introduction. The two major types of vaccines are Oral Polio Vaccine (OPV) and Inactivated Polio Vaccine (IPV). OPV requires several doses to acquire immunity, while IPV must be injected into the muscle tissue. Both cause immunity, just in different ways.
Immunization is a science-based process carried out through which the immune system becomes able to recognize an antigen and subsequently produce an effective immune response. The introduction of vaccines has greatly benefited from the application of basic science to enhance vaccine development and delivery systems (Wilsdon et al., 2020). In addition, it has boosted on-going efforts in microbiological research which targets understanding and manipulation of infection-fighting cells called ‘T lymphocytes’. This research is significant in predicting trends in infectious diseases and designating appropriate vaccines for prevention.
According to research, when children are not immunized, the risk for illness increases. This is due to the fact that the diseases causing illness are more likely to affect immunized children since they have not yet developed an immune response; therefore, the chances of them developing an infection are higher than those of immunized children. Immunization or lack thereof is a very controversial subject. There is no correct approach in regard to how and when to immunize your child, but it’s always best to remain informed and consult with your doctor on a regular basis. When a child is not immunized there also chances of facing travel restrictions and school enrollment challenges. There is also the risk of decreasing life expectancy and the quality of life (Wodi et al., 2021). In fact, not immunizing children could be more dangerous in the long run. It takes just a minute of your time to protect every child against the risk of deadly diseases!
References
Wilsdon, T., Lawlor, R., Li, L., Rafila, A., & García Rojas, A. (2020). The impact of vaccine procurement methods on public health in selected European countries. Expert review of vaccines, 19(2), 123-132.
Wodi, A. P., Ault, K., Hunter, P., McNally, V., Szilagyi, P. G., & Bernstein, H. (2021). Advisory Committee on Immunization Practices Recommended Immunization Schedule for Children and Adolescents Aged 18 Years or Younger—United States, 2021. Morbidity and Mortality Weekly Report, 70(6), 189.
Discussion 3
There are various issues involved with new trend of the father staying at home with the baby and the wife working full-time. First, they might be questioned by family members. In the past, the mother would be seen as the provider while the father worked outside of the home. This is no longer true. Women are no longer just nurses, teachers, or secretaries. They can also be CEOs or doctors. The new trend of stay-at-home fathers can cause difficulties with family members and coworkers when they do not know how to address questions or comments due to a lack of knowledge about stay-at-home fathers (SADF). Second, family members may not understand that staying at home with a baby is not just a choice for new parents but also “something parents choose in situations without jobs and without daycare (Evertsson et al., 2018).
The men in the society would view the father as a ‘wimp’ and not as a man in their eyes. Due to the fact that most men in the society are the ones who provide for his family while the mother takes care of her child, having a father at home taking care of his child may be odd to some people. In addition, if this father is not doing anything productive, it would be seen as unproductive time for him due to the fact that he cannot contribute money for household expenses. On the other hand, women in the society would view the mother (Rebecca) as a ‘slacker’ and not as a woman in the eyes of the other women. Most women in the society are the ones who stay at home while their husbands work and provide for their family. Having a woman stay at home with her child may be odd to some people. In addition, if this mother is not doing anything productive, it would be seen as unproductive time for her due to the fact that she cannot contribute money for household expenses.
In conclusion, the society ought to take into consideration, the rapid changes that are occurring in various aspects of life and accept the changing gender roles in society today, as well as the fathers’ roles in those changes. The new trend of stay-at-home fathers to be with their family is a good way to teach children important life skills (Fanelli & Profeta, 2021). It does not mean that all dads should stay at home with their children. However, it does mean that if a dad is at this time taking care of his baby or toddler and does not have a job or has no choice to go out to work for the time being, he should do so for the benefit of both his child and his partner and spouse.
References
Evertsson, M., Boye, K., & Erman, J. (2018). Fathers on call? A study on the sharing of care work between parents in Sweden. Demographic Research, 39, 33-60.
Fanelli, E., & Profeta, P. (2021). Fathers’ Involvement in the Family, Fertility, and Maternal Employment: Evidence From Central and Eastern Europe. Demography, 58(5), 1931-1954.
Discussion 4
In order to improve preschool education, the federal government ought to implement various policies. These policies include supporting the early education and care workforce. The federal government ought to increase the accessibility and affordability of preschools in all communities. The federal government should also provide oversight to local governments in order to ensure that they offer high-quality early education and care. Finally, the federal government ought to support early education and care providers in their job of meeting the needs of children from diverse backgrounds by providing professional development opportunities.
Preschool education should be open to all children of any racial and ethnic background. Circumstances, such as poverty and disability, can impact a child’s readiness for the preschool experience. The typical development of preschool-age children may be sensitive to these circumstances; however, all children are affected by what they see at home, with friends or in their communities. Educators must continue to provide quality education for all children regardless of race or socioeconomic status at an early age. Preschool education is a form of government service that should be accessible by all who are willing to make financial sacrifices if their tax dollars go towards public education (Gershon & Pellitteri, 2018).
The government must be greatly involved in initiating and implementing preschool education programs. These programs benefit all members of society, the children included. However, these preschools are often set in low-income areas and have many children from these areas. In order to obtain the best possible outcome for these children it is necessary for government involvement to be high. The government must provide funding for such programs and seek out ways of starting them up in communities that would otherwise fail without this assistance. Government involvement can only help make preschool education superior throughout society. Government involvement in preschool education programs is greatly needed to provide young children with a safe place to grow and develop into their fullest potentials. The government should also bear most if not all of these program costs.
References
Friedman-Krauss, A. H., Barnett, W. S., Garver, K. A., Hodges, K. S., Weisenfeld, G. G., & Gardiner, B. A. (2021). The State of Preschool 2020: State Preschool Yearbook. National Institute for Early Education Research.
Gershon, P., & Pellitteri, J. (2018). Promoting Emotional Intelligence in Preschool Education: A Review of Programs. International Journal of Emotional Education, 10(2), 26-41.
Evident Social Changes After 1950
Evident Social Changes After 1950
Social change in the American society became widespread after the Second World War. The people living in the society became aware of their freedom of expression and development. The most affected of this growing change were the American women and the African American society who at the time produced much of the resources in the American labor force (Gender Inequality, 2009). Gender transformation has become a major social change in the history of mankind. Women started taking men’s places in the society. Even though the act of humanity became evident, it also prompted people to have a different perspective about the whole idea of developing social change. To some the changes were positive to others the changes became a disadvantage especially concerning their future.
After the Second World War, the American society went through a series of speedy economic growth. This growth came as a result of the less detrimental damages America had as compared to the other nationalities in Europe or Asia (Gender Inequality, 2009). In the past, men were the working class in the society while women served as the submissive house helper. The Second World War served a big role because while the men were at war, the women were left behind to work (Gender Inequality, 2009). After the war, majority of the men were seeking their old employment back and the resistant women were unwilling to give it back because they had found a new form of independence in the working industry. Male domination became a thing of the past because women became aware of their exploitation by men and their role of being the middle class housewives being eliminated. This move by the American women was positive. It has brought about the rise of important female leaders in the human race; these women have played a remarkable role towards their nation’s growth.
In early years of 1950 and 1960, the black race which was considered inferior was denied public services like schools and personal development. In a bid to put a stop to this, the the National Association for the Advancement of Colored People (NAACP) and the National Urban League and were formulated to fight for civil rights of the black (Pescosolido, Grauerholz & Milkie, 1997). Prior to end of world war two, such movements began to challenge black’s isolation in the military and public places like as swimming pools, buses, restaurants, and schools. After the world war two, blacks were allowed some civil right as an appreciation and sign of respect for their participation on the war. In 1994, the Texas Supreme Court rendered racial schools unfair (Pescosolido, Grauerholz & Milkie, 1997).
Personal and organizational efforts to fight for civil rights were initially met with stern rejection by some states and the government which slowed down civil right acquisition. However, as the years eloped, the blacks fight for civil rights became nonviolent. In 1964 to be exact, the first legal step to the fight was made when the Congress approved the Civil Rights bill which prohibited biasness in schools, work places, public facilities, and governmental organizations (Pescosolido, Grauerholz & Milkie, 1997). Later on, more bills followed some which shunned housing discriminations and others allowed the blacks to participate in elections through voting.
World War II is distinct with great technological innovations and advancements especially in the communication sector. It is during this time that digital computers and fully networked digital communications emerged. Around 1950s, the internet was invented as an experiment by the Department of Defense with an aim of enabling safe communications between military units. It later was adopted by the people and became very popular. This advancement improved the way of life among people all over the world. Since then the communication technology has been changing and improving. Invention of social networking has brought about a remarkable transformation in how we communicate till date.
With internet and social networking, people no longer had to use telegraphs like they did before the world war two. Internet and social network has advanced people ways of communication by improving self expression. With the internet here is a variety of ways to communicate for example email or text messages. Social networking also ensures instant feedback, helps people socialize and meet, as well as instant reception of news from around the world as they happen. In addition, it is relatively cheaper than using telephones. The internet is of great essence to the government because it can track terrorists. Politicians have also embraced the technology to help in campaigns for example announcing the next event they attend and where it will be.
In conclusion, from the mid 1900’s there has been a great achievement in terms of achieving and realizing the dream of women in the American society. The Second World War created an opportunity for the women to develop their capabilities and help in the development of the current American society. The civil rights war was another phenomenon aimed to improve the social life of black people in America. Form it the blacks acquired equal rights in education and employment. Due to the war, blacks would access public services and amenities equally and with equal service delivery as the whites did. Advancements in communication technology was another great invention of the 1950s.intrernet and social networks enabled people to socialize with one another r easily. Courtesy of this invention, communication b between people was made effective and efficient.
Reference
Gender Inequality. (2009). Retrieved December 11, 2012, from http://www.google.co.ke/url?sa=t&rct=j&q=&esrc=s&source=web&cd=6&cad=rja&ved=0CGUQFjAF&url=http%3A%2F%2Fwww.ssc.wisc.edu%2F~wright%2FContemporaryAmericanSociety%2FChapter%252015%2520–%2520Gender%2520inequality%2520–%2520Norton%2520August.pdf&ei=PZHGUNss8oDQBeaRgDg&usg=AFQjCNH9PHO-Yrciho87V9fmd_yl3pOCNw
Pescosolido, B. A., Grauerholz, E. & Milkie, M. A. (1997). Culture and Conflict. Retrieved December 11, 2012, from http://www.google.co.ke/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&ved=0CC8QFjAA&url=http%3A%2F%2Fwww.jstor.org%2Fstable%2F2657315&ei=uabGUIzDK_OU0QWkuYH4AQ&usg=AFQjCNEI9w93CMROiEgFQR5h7TVgcgsoDw
