Customer Service Concepts Assignment Example | Topics and Well Written Essays - 1000 words

Customer Service Concepts - Assignment Example A bank needs to ensure that it has an efficient and effective complaint management system in which customer complaints are dealt with least possible delays and the solution is satisfactory for the customer (Junarso, 2006). In order to create an effective and efficient complaint management system, banks should have online complaint registration systems so the customers can instantly launch their complaints. Once the complaint is received, the complaint manager should forward it to the relevant department and the relevant department should correct the issue as soon as complaint is received. The banks need to hold a history of all the complaints and solutions for those complaints so in future if similar complaints arise, they are sorted out immediately. HEAT (Hear, Empathize, Apologize and Take Ownership)Â  Customer satisfaction can be attained if the concept of HEAT is applied by organizations such as banks. Hear them out is the first step in which the employee listens to the issues o f the customer and does not retaliate even if the customer looses his/her temper. While receiving complaints, banking staff should ensure that they quietly listen to all the issues experienced by the customer before responding (Zemke, 1999, p.291). Once the employee has clearly heard the issues experienced by the customer, the employee needs to respond to the customer in an empathetic manner and inform them that the problem experienced by the customer is well understood.... fective complaint management system in which customer complaints are dealt with least possible delays and the solution is satisfactory for the customer (Junarso, 2006). In order to create an effective and efficient complaint management system, banks should have online complaint registration systems so the customers can instantly launch their complaints. Once the complaint is received, the complaint manager should forward it to the relevant department and the relevant department should correct the issue as soon as complaint is received. The banks need to hold a history of all the complaints and solutions for those complaints so in future if similar complaints arise, they are sorted out immediately. HEAT (Hear, Empathize, Apologize and Take Ownership) Customer satisfaction can be attained if the concept of HEAT is applied by organizations such as banks. Hear them out is the first step in which the employee listens to the issues of the customer and does not retaliate even if the custome r looses his/her temper. While receiving complaints, banking staff should ensure that they quietly listen to all the issues experienced by the customer before responding (Zemke, 1999, p.291). Once the employee has clearly heard the issues experienced by the customer, the employee needs to respond to the customer in an empathetic manner and inform them that the problem experienced by the customer is well understood. A banking employee needs to be aware of how a customer feels when he/she experiences an issue. Next the banking customer needs to respond in a very apologetic manner and apologize from the customer for all the issues caused. A simple apology can change the entire attitude of the customer. Once the problem has been well heard by a banking employee, he needs to make the customer

Humour in Don Quixote

Humour in Don Quixote Don Quixotes initial reception in the Seventeenth Century was as a work of humour; Cervantes ability to reflect and imitate reality through the ironic juxtaposition of his two main characters played a focal role in both driving the plot and attracting the attention of his readers in the Golden Age. The existence of humour is undeniable throughout the novel, and Henry Fieldings attempts to attract readers to his comic romance Joseph Andrews by linking it to Don Quixote, claiming that he had written it in imitation of the manner of Cervantes places the work as an exemplary novel, from which humour can not only be taken, but utilised to inspire and promote other works. However, humours level of importance becomes clouded with time, as the novels distinct link to the circumstances in which it was created and the effects of cultural change could perhaps affect its level of significance in the modern mind. Daniel Eisenburgs claim that The humour of Don Quixote is the most understudied topi c of the work can be seen throughout the novels later reception, as the emergence of Romanticism in Europe saw a radical reconsideration of the traditional view of Don Quixote as merely a humorous book. The romantics recognised the straightforward amusement that drove the plot, but viewed humour as less important than the moral values and literary instruction offered and humour was conceived as a vehicle through which Cervantes was able to satirise the overstated chivalric romances of the time and engage with topics of importance. The use of parody in Don Quixote becomes a literary technique that pervades the adventures and experiences of the characters, amplifying the importance of humour in the novel. Russells assertion that Any serious study of Cervantes book†¦must start from the fact that it was conceived by its author as an extended parody of romances of chivalry illustrates the importance of the humour of parody in the novel. Cervantes uses the inherently humorous picaresque form as a basis from which he can explore the quest of a man of a low social class in a fraudulent society; satirising the artificial chivalric age in which he was writing. Don Quixote transforms his view of Maritornes, following the language and customs of chivalric romance, her hair was like a horses mane, but he saw it as strands of gleaming Arabian gold to which Cervantes narrates, Neither touch nor smell nor any of the good maidens other attributes could make him notice his mistake, even though theyd have made anyone but a muleteer vomit. Similarly, the ironic use of archaic language, an elevated style often used to dignify the hero in chivalric romance, is evident when addressing his Dulcinea, O princess Dulcinea, mistress of this hapless heart! Great injury have you done me in reproaching and dismissing me, with the cruel command not to appear in the presence of your wondrous beauty. Vouchsafe, my lady, to be mindful of this your subject heart, which suffers each sorrow for love of you. Literary voice is key to humour and Cervantes employment of numerous voices, both depicted and defined the importance of social classes, allowing the audience to derive much of their enjoyment from the way in which the author disclosed the different voices. Sanchos colloquial and informal speech is important in emphasising his difference from Don Quixote; his use of contractions youll, wont and Ill in the line, Youll be sure, wont you, sir knight, not to forget what you promised me, about the island. Ill be up to governing it all right, however big it is is set in complete contrast to Don Quixotes high styled, formal response, I would have you know, my good friend Sancho Panza, that it was a custom much in use among the knights errant of old to make their squires the governors of the islands or kingdoms that they conquered, and I have determined that such an ancient usage shall not lapse through my fault. However, the depth of Cervantes humouring of chivalric romance could be conside red a moot point, and thus the importance of humour as a faà §ade through which real topics may be discussed, is strengthened, as the allusion to one of the original chivalric epics, the Valencian novel Tirant Lo Blanch, is one of admiration, in which it is claimed that As far as style is concerning this is the best book in the world. In addition, Cervantes uses his novel in a more negative way, to explore his frustration at literature in society; the highly ironic allusion to the works of one of the most successful playwrights of the time, Lope de Vega, infers that there is further depth to Cervantes discussion in the book, as he uses the priest as an outlet to explore the critical view that these modern plays are just mirrors of absurdity, exemplars of folly and images of lewdness. Cervantes intentions for humour in Don Quixote are illustrated in his Prologue, in which his friend reveals the books comedic objectives: Ensure that the melancholy man is moved to laughter when he reads your story, the jovial man laughs even more. However, one must consider that the role of humour becomes of greater significance than a mere stimulus endeavouring to invoke a humorous response; it is through the medium of humour and comedy that Cervantes is able to reveal himself as an illustrious author, through his exploration of genuine views of society and culture; Schmidt explains that Cervantes has created †¦characters who, although funny, transcend humour in their nobler qualities. The elevation of the character Don Quixote is necessary for the ennoblement of the author Cervantes. The basic allegory of Don Quixote is central to Cervantes exploration of society through humour. Cervantes attacks the conventional notion that those in high society were respectable and noble an d creates disparities between worth and class. In comparison to medieval comedy, humour in Don Quixote has a significant intention to explore social function, suggesting that through the means of humorous self-imposed madness, the characters can response to the institutionalised madness of their society at the time. This seems to be a theme that Cervantes wished to discuss thoroughly through literature, as it is also explored in his novel The Glass Graduate; many parallels can be drawn between the two works, as both novels encounter men who are thought to be mad and who serve, unintentionally, as some means of entertainment. Whilst The Glass Graduates lunacy originates from the unfortunate ingestion of a toxic quince, Don Quixotes madness is rooted in his literary interest in chivalric romances, a more realistic and solid source. Similarly, Umberto Ecos later novel The Island of the Day before is reminiscent of Don Quixotes immersion within literary works, as the protagonist Roberto becomes so captivated with fiction that he becomes unable to separate his written words from the external reality. The methods of humour used by Cervantes in Don Quixote are vital in reflecting, summarising and exploring the ordinary, yet inverted, world of the novel. The comedic inversion and transformations of chivalric codes are fruitful throughout the novel and Don Quixotes imagination is expounded in ordinary terms by Sancho, who provides a second perspective on his masters wild claims, What you were attacking wasnt armies, it was flocks of sheep. The appearance of the characters provides the first notion of humour, as the old and physically unattractive Don Quixote provides direct contrast to the young, handsome and strong knight to which Cervantes audience would be accustomed. Similarly, Sanchos role as the young assistant sees him as a middle aged man on a donkey, which is far removed from the original picture of a knights young aspirant. The two characters are juxtaposed in physicality; one being long and weak, and the other plump and unhealthy, yet the mental contrast is more severe, as Sanchos traditional materialism, practically enquiring about monetary support (QUOTE) is set against Don Quixotes idealism and imagination, Consider, ladies and gentleman, the sheer impudence of this squire claiming that this is a basin and not the helmet I have specified. Cervantes use of bawdy humour is reminiscent of Chaucers Canterbury Tales, in which the humour descends to the exploration of bodily functions and nudity; for example, scenes such as Absolons kissing a naked ers in a practical joke in The Millers Tale are reinvented in Sanchos efforts to thrust two ample buttocks in the air in an attempt to relieve himself in silence without waking Don Quixote, who humorously later asked What murmuring is that, Sancho?. Similarly, the bawdy humour is later evident in Sanchos experience with the precious balsam, which Don Quixote later reveals it seems to me that this liquor does not benefit those who are not knight†¦.the poor squire began to gush at both ends. Cervantes also employs an element of slapstick humour, which is not only scripted blatantly in the sub text of a title, Which related to the amusing way in which Don Quixote had himself knighted, but through the mockery of individual characters and creation of ridiculous scenes; the description of the proud Don Quixote in battle as attacking them, chased around in circles and achieved nothing is evidence of the former and the scene in which The barbed made a long beard from a pale oxtail certainly encompasses that of a absurd incident. Nevertheless, each scene does not simply serve as an effort to provide hilarity; scenes of equal absurdity such as his MONK QUOTE, could be examined as exposing Cervantes own biases against important topical issues, such as the mistrust of foreigners following the present of the Algerian pirates on the Spanish coast in the early Seventeenth Century. However, despite the outrageous situations in which the characters are involved, it could be argued that the common interpretation of Don Quixote as a tender satire is mistaken and that the work is in fact an attack of viciousness on a man who is entirely without malice and trustful as a child. Byron supports this claim in Don Juan, claiming that, Of all tales tis the saddest and more sad, because it makes us smile. It is evident that Don Quixote is a parody of the romances of Cervantes time, yet the code of honour that both Don Quixote and Sancho follow is one that was once admired, and is perhaps an historical suggestion that could serve as an example for Spain. At a time in which the country was caught in the disorder of a new age, this could be viewed as Cervantes effort to place sturdy values in an ever-shifting society. Don Quixotes naivety, believing the convicts would obey his wishes to be grateful for benefits received†¦present yourselves before the Lady Dulcinea is pe rhaps a characteristic that Cervantes hoped would stimulate empathy, which was certainly the stance occupied by Nabokov, His blazon is pity, his banner is beauty. He stands for everything that is gentle, forlorn, pure, unselfish and gallant. The Parody has becomes a paragon. David Quint responded to this claim directly, maintaining that The deficiency may partially explain Nabokovs contempt for Don Quixote as an unfunny work of fiction, since his preferred English translation was Putnams, a translation that is plain and readable, but (perhaps consciously) hardly very funny. It is possible that as a result of its conversion to English, much of the humour Cervantes intended has been misplaced in translation; thus, our conception of the importance of humour in England could differ greatly from that of the indigenous reader. John Ormsby supports this concept in his claim that, the sententious terseness to which the humour of the book owes its flavour is particular to Spanish, and can at best be only distantly imitated in any other tongue. In conclusion, Nabokovs reflection that Don Quixote has ridden for three hundred and fifty years through the jungles and tundras of human thought is of great significance when considering the importance of humour in the novel, as it is perhaps due to inconclusive translations and cultural change that all of Cervantes intended humour was not fully recognised. Cervantes exploration of humour through situation, action and description are all perfectly interwoven to produce a novel that stands in a exclusive position between the chivalric romance and the modern novel. It is undeniable that humour (however present) plays a significant role in Don Quixote, as it not only entertains, but holds a profound and liberating importance as a means of communicating issues of great social and literary significance.

Hiroshima :: essays research papers

The biggest and bloodiest war ever fought on the face of the earth, World War II, was coming to a deadly end. The allied forces were starting to run out of options and resources. The United States of America decided to unleash the most destructive force they had, the power of the atom. Many supporters of the Atomic Bomb say that even though it killed thousands in Japan, it saved millions more everywhere else.   Ã‚  Ã‚  Ã‚  Ã‚  For the number of supporters of the bomb there were that many more skeptics that believed the atom bomb would never work. Some reasons that contributed to this theory were that it was so complex that someone working on it made a mistake somewhere. One of the major skeptics of the atomic bomb was Albert Einstein himself, which made many more people become skeptical. (â€Å"Hiroshima† 1998)   Ã‚  Ã‚  Ã‚  Ã‚  The pilot that dropped the atomic bomb was Colonel Paul Tibbets of the 509th Bomber squadron (James Chan â€Å"Hiroshima† 1997) and he was flying the Enola Gay, which was named after his mother and was a B-29-45-MD Super fortress. (Peter Wyden â€Å"Day One† 1984)   Ã‚  Ã‚  Ã‚  Ã‚  It was 2:45 A.M. when the Enola Gay took off, after it got going it was flying at a ground speed of 330 M.P.H. The flight was going to take six and a half hours until they reached Hiroshima on the Honshu Island on Japan (U.S. National Archives â€Å"Hiroshima† 1999). Even though the crew knew their destination, Hiroshima, their target, the iota T-bridge, and that they were dropping a bomb, they didn’t know that it was an atomic bomb that would take out almost the entire city. (Peter Wyden â€Å"Day One† 1984) The name of the Bomb was named the â€Å"Little Boy† and it weighed 10,000 lbs. 137.5 of that was pure Uranium. When the bomb detonated the Uranium split into two and it started a fission chain reaction (â€Å"Hiroshima† 1998). The fireball created by the bomb was equal to six and a half tons of TNT. The heat in the hypocenter reached upwards to 3000 degrees Celsius (James Chan â€Å"Hiroshima† 1997). Within a mile of the blast fences, railroad ties and trees ignited from the heat. In the hypocenter iron melted and 900 feet from the hypocenter granite melted (Peter Wyden â€Å"Day One† 1984). The bomb was detonated at approximately 9:15 a.m. on August 6, 1945. Seen from five and a half miles away the explosion was 10 times as bright as the sun (James Chan â€Å"Hiroshima† 1997).

Logic on a New Level Essay

In 1995, a talk show host, by the name of Rush Limbaugh was quoted while responding to a newspaper article written about a study completed by the NCEA (National Center for Economic Alternatives). According to this newspaper article, the study done by the NCEA claimed that American farmers use chemical fertilizers, and that due to our large economy, small businesses, and families, America is a waste generating country. Therefore, the purpose of this essay is to analyze the logic of Rush Limbaugh’s speech, given to argue against this study. In the first segment of Rush’s speech he refers to the NCEA as â€Å"environmentalist wackos† which is a common fallacy made throughout his statement. This is referred to as a tu quoque fallacy, which shows that just because you are connected with a certain group of people does not mean you apply to commonly used stereotypes. The NCEA may have done a study relating to the environment but that doesn’t mean they are environmentalists. When Rush refers to the NCEA as â€Å"wackos†, this is attacking personal character that is not directly relevant to the issue at hand, this fallacy is know as ad hominem. Rush argues with the study, by first defending American farmers and exploiting the fact that farmers â€Å"never† receive praise for feeding the world. We can conclude two fallacies from this accusation, one being over-generalizing( using such words as never can easily be proven wrong) and ignoratio elenchi, which is an irrelevant response. Feeding the world and using chemical fertilizers are two different topics that cannot be compared logically. If you consider the statement closely you will also know that farmers do receive praise, their paycheck is the reward. When the NCEA concluded their study, they stated that America was waste generating. Rush attacked the NCEA for not considering our â€Å"economy a beckon of hope†. He argued that people from all around the world want to come to America. This is again a ignoratio fallacy because it is simply irrelevant information. Rush is also attempting to appeal to a certain popular  prejudice, he stated â€Å"American families have worked generations for a high standard of living, no they’re not held up for praise. No! Instead they’re all trashed†. This statement is an ad populum fallacy, because he is appealing to a certain group without any connection to America being a waste generating society. He continues on during his speech to sarcastically suggest that the NCEA would rather us give up our technology and â€Å"live more like the Soviets†. This is an ad poplum statement appealing to people that fear communism. Rush is attacking the personal character of Soviets, which is ad hominem and he is committing a tu quoque, which is stating that just because someone is a Soviet does not make them primitive. This statement can be simply concluded as a ignoratio statement and a slippery slope(just because one event takes place does not place any connection to another event) because it is completely irrelevant to America and its waste. In Rush’s conclusion he tells the â€Å"environmentalist wackos† to shut up and stop speaking their opinion. Rush is familiar of the rights of every American, their freedom of speech, and is violating other peoples views and is being unconstitutional. Rush thinks that by shutting up the environmentalists and asking them to turn to more constructive work like himself, he will eliminate the problem. This is a straw-man fallacy, because he is twisting the issue around. After learning about fallacies and there use in proving someone to be illogical, I have determined that Rush Limbaugh has a very biest view point and does not always use the correct solutions for a problem. He comes across like a very strong assertive person with a convincing argument but does not use logic to strengthen his beliefs.

Loneliness in of Mice and Men

8. Loneliness is a very important theme in Of Mice and Men. Which characters are lonely and why? Of Mice and Men illustrates the loneliness of ranch life during the Great Depression in the 1930’s. Steinbeck creates a lonely and a blue atmosphere at many times in the novel. He uses words ‘Soledad’ which is referred to solitude, which means loneliness; and the card game ‘Solitare’ which means by one’s self. Not all the characters are lonely; Steinbeck makes it clear that only Crooks, Curley’s wife and Candy are the lonely characters in the ranch.The loneliest character is Crooks. He is isolated from the other ranchers because of his race. He isn’t allowed to join any social activities at the ranch and is completely left out alone. He’s so lonely that he considers reading books to accompany him. Even though he doesn’t show it, he is desperate to have someone to talk to. When Lennie comes in his room, Crooks just keeps o n talking to him and doesn’t care whether he was listening or not. Crooks says to Lennie â€Å"A guy goes nuts if he ain't got nobody. Don't matter no difference who the guy is, longs he with you.I tell ya a guy gets too lonely an’ he gets sick. † This shows that he desperately needs a friend to talk to and he’s at the point where he is becoming emotionally sick of it. Crooks also says â€Å"An' never a God damn one of `em ever gets it. Just like heaven. Ever'body wants a little piece of lan'. It's just in their head. † This shows that he has no hope for a bright future and that he doesn’t believe that the men from the ranch are ever going to a better place. The second loneliest is Candy, an old swamper at the ranch who is disabled due to an accident in the past.His only companionship is his ancient dog, until Carlson shoots it for him because it is old and useless, just like Candy. Later on in the novel, he wishes he should have shot the do g himself, which is similar to the ending of the novel. When his dog dies, he looks for new friendship, he doesn’t want to grow older being by himself. He hopes George and Lennie will become his friends when he hears them talking about their dream ranch. He offers his savings for the dream, which makes George and Lennie's dream begin to be actually possible to achieve. S'pose I went in with you guys. That's three hundred and fifty bucks I'd put in†¦ How'd that be? † This shows that he really intends to be part of the dream. He is useless at the ranch, he knows that he’s going to be sacked sooner or later and he will have no place, no friends and nothing. That’s why he is giving his savings for the dream ranch, which possibly he could live the rest of his life in. Candy desperately tries to be a part of the dream shows us how lonely he really is. Curley's wife is the least lonely character out of all three.She’s controlled by her husband, Curley , who doesn’t let her speak to any of the men on the ranch, which leads her into being lonely. Even though Curley's wife is mentioned frequently, Steinbeck doesn’t reveal her real name throughout the whole novel. All the ranchers consider her as an object, instead of a normal human being. The ranchers don’t even bother to start a conversation with her because of her husband, who thinks he is all tough and strong. Curley’s wife has no female friends on the ranch, so the ranchers are her only option, but too bad they don’t want to be friends with her.She realizes that Lennie isn’t like the other men and she intends to be friends with him. She says to Lennie â€Å"Think I don’t like to talk to somebody ever once in a while? † This shows that she’s trying to say that she is desperately wants to talk to somebody as she hardly ever talks to anyone because nobody at the ranch listens to her. Although she has a husband which sho uld make her not as lonely as she really is, the fact is that he ignores her and just goes out to Cat houses once in a while, yet he doesn’t allow to talk to anybody or to go anywhere.I think in conclusion, loneliness have a big affect on people. It makes Crooks, Candy and Curley’s wife suffer. Crooks says he’s sick because he doesn’t have anybody to talk to. Candy is very old and his old dog is his only friend, which then gets shot, which makes him even lonelier. Curley’s wife dies because she has no one to talk to as well, so when she starts talking to the childish Lennie, who accidently kills her in the barn. I think the other men like Slim, Carlson and Whit are also lonely but they don’t make it as a big deal and they just go on with their lives