The Limits Of Free Speech And Expression Upon Members Of...

The limits of free speech and expression upon members of the military are governed today by the Uniform Code of Military Justice (UCMJ). The UCMJ is governed by Congress under the authority of the United States Constitution in Article I, Section 8; stating â€Å"To provide for organizing, arming, and disciplining, the Militia, and for governing such Part of them as may be employed in the Service of the United States.† Thus giving the Congress special abilities to restrict First Amendment rights to military members as they deem necessary. There have been several court cases like, Parker v. Levy, Goldman v. Weinberger, and U.S. v. Howe that have all challenged the UCMJ under First Amendment rights and or found guilty under one of the Punitive Articles. All U.S. Military members joined under their own free will knowing about the extra laws that they would be held to. Freedom of speech limits are placed on military members due to them being a direct representation of the U.S. Gov ernment. They are also held to a higher stander due to this representation they hold. They are deemed a spate society then from the civilian sector and their actions are held to higher degree of responsibility. In the case Goldman v. Weinberger (1986) commissioned officer, Simcha Goldman, sued the Secretary of Defense under his First Amendment rights under the free-exercise clause. He was told he could not wear his yarmulke due to the fact that it broke the Air Force uniform regulation statingShow MoreRelatedThe Truman Doctrine: An Overview1580 Words   |  6 Pages(Coffey 1984: 233). In a speech to a joint session of Congress in 1947 in which he outlined the doctrine, Truman stated: One of the primary objectives of the foreign policy of the United States is the creation of conditions in which we and other nations will be able to work out a way of life free from coercion. This was a fundamental issue in the war with Germany and Japan. Our victory was won over countries which sought to impose their will, and their way of life, upon other nations (Truman 1947)Read MoreFlag Desecration Essay5209 Words   |  21 Pagesflag burning is a form of free speech and that any legislation designed to prevent this form of expression is contrary to the ideals of the First Amendment to our Constitution. Shawn Eichman, as well as the majority of the United States Supreme Court, is in the latter of these groups. Many citizens believe that the freedom of speech granted to them in the First Amendment means that they can express themselves in any manner they wish as long as their rig ht of expression does not infringe on the rightsRead MoreThe Islamic Republic Of Afghanistan1704 Words   |  7 Pagesrise of guerilla mujahideen forces that quickly escalated into a civil war. The Soviet Union sent thousands of military advisors in support of the PDPA government and soon established a soviet-organized government to stabilized Afghanistan under Babrak Karmal’s leadership. All the while the United States and Saudi Arabian government supported anti-Soviet mujahideen forces with weapons, military training and financial support under to covert CIA Operation Cyclone in partnership with Pakistan’s ISI. USRead MoreShould Freedom of Speech Have Limits?2085 Words   |  8 Pagesï » ¿Should Freedom of Speech have Limits? Why or Why Not? Introduction First Amendment protection of free speech has long been recognized to be essential to democratic governance, in part because social progress would stagnate without the free exchange of ideas between citizens. However, there are practical limits to what constitutes protected free speech and these limits have been codified into law by Congress and enforced by the federal courts. This essay will argue that the First Amendment isRead MoreFreedom And Freedom Of Speech Essay2518 Words   |  11 Pagesgranted as for every rule there may be limits. The First Amendment of the United States’ Constitution states that â€Å"Congress shall make no law respecting an establishment of religion, or prohibiting the free exercise thereof; or abridging the freedom of speech, or of the press; or the right of the people peaceably to assemble, and to petition the government for a redress of grievances† (Corwin 48). In other words, the First Amendment granted freedom of religion, speech, pres s, peaceful assembly, and petitionRead MoreEmerging From The Restrictive Culture Of The 1950 S Essay1765 Words   |  8 PagesSuburbia highly segregated environment with little privacy Advertising utilized psychology to influence american needs and desires, society became more commercialized Economy depended upon Military Keynesianism, in which war made money for US. American prosperity was sustained by strength of war industries and military capital. (Chafe) New media technologies, particularly television, contributed to the homogeneity of culture by providing Americans with common cultural reference points, Newly consolidatedRead MorePro-Gun Rights Essay2086 Words   |  9 Pagesof Rights to the Constitution of the United States (Tindall 204). â€Å"A well regulated Militia, being necessary to the security of a free State, the right of the people to keep and bear Arms, shall not be infringed.† (Beck 35). These words are second among the ten basic rights that are listed in the Bill of Rights, following only freedom of speech, religion, and expression. These twenty-seven words are arguably the most powerful, but also the most debated. Within the construction of the Second AmendmentRead MoreTo What Extent Was the Enlightenment the Cause of the French Revolution3952 Words   |  16 Pagesduring the Years 1787, 1788, 1789† The ancien rà ©gime, the time before the outbreak of the revolution, was divided into three estates. The first estate, for the people of the highest position in France belonged to the clergy; this group contained the members of the religious rules such as Bishops, Monks and Nuns. However, the people of this estate were not popular among many people of especially the third estate. This was mainly because of the power they had over the people. France was a very religiousRead MoreFreedom of Speech as Defined by Law Essay3116 Words   |  13 Pages The definition of freedom of speech is the right, guaranteed by the  First Amendment  to the U.S. Constitution, to express beliefs and ideas without unwarranted government restriction. (Morse Mish, 2012) However, one cannot go about just saying whatever they please. There are in fact limitations to what one can say. Some might say that that is unconstitutional, but is it unconstitutional to prevent people from threatening others or preventing others from incriminating another person’s rightsRead MoreEssay about Freedom of the Press5620 Words   |  23 Pagesand to cover and publish news. A free press is, therefore, one of the foundations of a democratic society, and as Walter Lippmann, the 20th-century American columnist, wrote, A free press is not a privilege, but an organic necessity in a great society. Indeed, as society has grown increasingly complex, people rely more and more on newspapers, radio, and television to keep abreast with world news, opinion, and po litical ideas. One sign of the importance of a free press is that when antidemocratic

The Murder Of The Maribal Sisters By Julia Alvarez

The murder of the Maribal sisters has given the world an inside view on the lives of the sisters. Trujillo‘s evil dictatorship impacted the lives of the dominican people and left a scar on their hearts forever. Since the assassination of Trujillo, the sisters have been recognized through their poems, letters, and books. Larry Rohter, author, explained in a 1997 New York Times article that â€Å"the sisters were known in their days as members of the anti-Trujillo underground, into symbols of both popular and feminist resistance.† This explains the power and freedom the sisters were able to achieve for themselves and for the Dominican society. The sisters fought for freedom continuously and were able to defeat a dictator with their power of†¦show more content†¦Minerva’s dreams are right in front of her but she chooses to be with her family instead. Minerva’s dreams are so close to her and she wants to become someone better for herself and for her fa mily. However she feels that she needs to stay closer and develop into someone who can protect her family. The restrictions placed on her are based on her families’ judgement and the society, however, she chooses to find a path that will give her the ability to grow either way. The Maribal sisters find power in their weakness by refusing to be dominated by Trujillo and by visualizing a democratic nation where the people share power. â€Å"I see a guardia, and I think, who have you killed. I hear a police siren, and I think who is going to be killed. See what I mean? I see the picture of our president with eyes that follow me around the room, and I am thinking he is trying to catch me doing something wrong. Before, I always thought our president was like God, watching over everything I did.† (1.3.107) When Mate finds out that the president is not a good man, she finds it hard to believe. To her, he was so powerful that she thought of him as godlike, all-powerful. And wh en the all-powerful turn out to be evil, she felt very frightened and confused. After finding out Trujillo’s bad side, Mate realizes that she is imprisoned by a secret and a reality. Don Enrique claims Trujillo needs helpShow MoreRelatedEssay about In the Time of the Butterflies1148 Words   |  5 PagesSacrifice becomes necessary to achieve social change when there is loss of personal freedoms, abuse of power, and physical abuse. This is demonstrated by the revolutions in Nicaragua and Haiti as well as the novel, In the Time of the Butterflies, by Julia Alvarez. When people are being severely oppressed and they no longer have any freedom, they are likely to sacrifice themselves in the hope of achieving justice. In most nations, people have the freedom to act in their own will. For example, in the United

Thanks for 24 Years of Service Free Essays

1. How valid do you think the comments are that Russ is hearing? Answer – Students’ answers will vary with their age and experience. The issue is the validity of the comments. We will write a custom essay sample on Thanks for 24 Years of Service or any similar topic only for you Order Now The issue is dealing with the perceptions. Basically, Russ needs to translate his experience into transferable job skills and sell himself as an adaptive person. Most of what he’s hearing is probably stereotypical, but he can’t re educate the job market; he has to reinvent himself. 2. If you were a small business executive in need of someone with extensive financial experience, would you consider Russ? Explain your position. Answer – Again students’ answers will vary. Pro—great extensive experience, new ideas from a different industry, and a high performance track record. Con—the need to adjust to a new company culture, possibility of leaving due to pay issues, not knowing the specific business. Discuss with students how they could address the cons either as a business owner or as Russ. Business owner—assign a mentor to help cultural adjustment, offer pay incentives tied to company growth and profitability that could help make up for the pay cut. Russ—shift his own attitude and realize the world has changed, work for a temp agency to get experience in smaller companies, study the company’s industry and bring a series of new ideas with him to the interview that related specifically to a small company in that industry. 3. What suggestions might you make to Russ to help him find suitable employment? Answer – See comments under #2. Russ’ biggest challenge is changing his own mindset and then demonstrating that to potential employers. Focus on transferable, skills not specific job experience How to cite Thanks for 24 Years of Service, Papers Thanks for 24 Years of Service Free Essays Thanks for 24 Years of Service. Now Here’s the Door! Russ McDonald graduated from the University of Michigan with his MBA in 1971. He chose General Motors for several reasons. We will write a custom essay sample on Thanks for 24 Years of Service or any similar topic only for you Order Now Russ began his career at GM as a cost analyst at the company’s Fisher Body division in Detroit. From there he proceeded through a long sequence of increased job responsibilities. In 20 years he rose to assistant vice president of finance in the corporate treasury department. His salary was $134,000 a year, and, in a good year, he could expect a bonus of anywhere from $10,000 to $25,000. GM’s slow response to change resulted in a serious erosion in the company’s market position, a drop from 1:2 new cars sold in the United States being a GM product to 1:4. GM closed inefficient plants, reorganized divisions, introduced new production technologies, and made huge cuts in its staff. Russ McDonald’s job was eliminated less than a year short of his 25th anniversary with GM. He was offered early retirement. He took the company’s offer rather than be pushed out later with a less attractive severance package. He was 49 years old with 24 years of experience; he could find another job. Related essay: External Corporate Communications Out of work for nearly 30 months, he responded to dozens of employment ads, sent out more than 200 resumes, talked with several executive recruiting firms, and spent more than $7,000 on employment counseling. No luck. His experience wasn’t relevant to today’s workplace; small companies wanted flexible people; corporate types like Russ were seen as â€Å"mentally rigid. † Even if there was a job he would have to take at least a 50 percent cut in pay, and employers figured Russ would be demotivated and likely to â€Å"jump ship† at the first opportunity. How to cite Thanks for 24 Years of Service, Essay examples

Best Practices in Customer Service

Question: Describe about the Best Practices in Customer Service? Answer: Introduction In order to maintain status goodwill in the market, it is necessary to achieve customer satisfaction. So there is a need to maintain good relations with the customers. Staff of the organization must be properly trained regarding ways to satisfy customer. In this report being a Customer Service Manager of Marriott International Inc., (Prospects (2004))am required to guide the employees regarding customer service policies promotion of customer focused culture. There is also a need to study the reasons of decreasing customer satisfaction level. Marriott International, Inc. is a leading hospitality firm in UK. Globally it has around 19 hotel brands associates at more than 3800 (National Career Service (2012))franchised properties. It was founded by J. Willard Alice Marriott. Its main headquarters are at Bethesda, Maryland USA. In 2012, its revenue was nearly $12 billion. It has been known for promoting culture that gives preference to people first. Reasons for using customer service policies Customer service is mostly demanded in hospitality industry.Following are the reasons behind using customer service policies: Stable completion advantage It helps in providing competition advantage as competitors can also sell same type of products at same price but cannot match the customer service policies followed by the organization. Increases profitability If greater customer service is provided people will be willing to pay more for the product which further will increase profitability. Good working environment Greater customer service will result in customer satisfaction which further will create stress free working environment with efficient productivity lesser conflicts among staff. Increasing cost Efficiency Better customer service will reduce cost as customer will be more satisfied hence lesser cost will be incurred in satisfying their complaints. Increases Goodwill It will help in building good reputation among customers will further increase credibility of the organization. Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development The purpose behind evaluating customer service policy includes: accurate feedbacks, data collection methods relevance. Providing good customer service is an important consideration for Marriott hotels as they are required to treat all their guests equally. In order to provide good quality service there is a need of continuous care, communication, leadership skills, planning lots of practice.Whenever any issue arises the customer has one thing in their mind as no matter what hotel will find solution to every issue. The next important requirement for hotel business is customer feedback as it will divert the business into positive direction. It will help in maintaining necessary improvements to the business. The customer service policies are relevant for hospitality organization in order to maintain the quality of their offer at right time. The data collection method of Marriott hotel involves gathering staff reports feedbacks from social media. The most common methods used by hotel industry to gather feedbacks of customer involves getting feedback forms filled from customers, providing comment cards , using online media etc. Customer service can be improved by providing proper training to staff as to how to deal with the customer. A culture of customer satisfaction should be created in organization which can be achieved through effective leadership training to staff where main aim is to provide best services to customer. Evaluate different communication methods and how these are used to best effect customer focused culture in organization Communication refers to the act of conveying information from one person to another through written or verbal messages, visuals, signals or behavior. It involves two parties one sender who is sending the message other is receiver who is receiving the message communication will be complete when receiver will understand the message sent by sender. There are two types of communication; verbal and non-verbal communication Verbal communication as expressed by Marriott hotels includes conveying message through sounds. There speech under verbal communication should be clear, calm focused. The starting minutes of verbal communication is important as it will create impression in the mind of consumer this impression will decide whether customer will be interested in further communication or not. Another important aspect of verbal communication is active listening. Following are the factors on which active listening depends: Person listening must be prepared His mind should be open focused on speakers message There should not be any disturbances Judgement should not be based on half listening Let other person complete his/her information Non-verbal communication as defined by Marriott hotel includes conveying message through facial expressions, movement of body postures, gestures, eye contact written communication. Hence it can be concluded that in hospitality industry communication methods play an important role effective communication is necessary to convey the message properly. A better customer service also involves interactions with them regarding their opinion about product organization. The recommendations of the customers can also be given through communication process. It can be said that communication play an important role in handling an important aspect of the hospitality industry i.e. customer service. The success of industry is also dependent upon effective communication with the customers. Communication is necessary for assessing the customer needs expectations. There are various techniques through which customers expectations can be judged such as; Surveys, Service, questionnaire, Complaints, Customer database, Staff training. Analyze how customer service perception is influenced by customer service provision It can be concluded that good quality of customer service may result into customer satisfaction, increased credibility repeat business. Customer satisfaction refers to meeting their expectations. If the needs of the customers are satisfied they will automatically feel satisfied.Another benefit is repetitive business by customer or in other words we can say customer retention. If the customer is satisfied he will deal again and again with our firm. Moreover if they are rewarded for being regular customer, there are chances that they became permanent customer of the organization. It is easy to maintain old customers then making efforts to attract new customers. The key to the success of hospitality firm is to retain their customer for longer period as cost of attracting new customer is more than retaining the old ones. The customer can be retained by giving them special treatment, giving delivery of orders on time informing them regularly regarding updates of business. The credibility of the company can be increased by providing them better services as it will build a good image in the mind of consumers related to organization. A better customer service will not only build the reputation, it will also increase the sales of the firm also the profitability which further will increase the salaries benefits of employees. Assess sources of information on customer requirements and satisfactions levels A customer can be satisfied if his expectations are fulfilled, so we can say that customers expectations influence satisfaction level. Also there are many factors influencing customer expectations such as personal needs, past experiences, explicit implicit service communication etc. It is a well-known fact that, it is necessary to understand the customer completely in order to satisfy him. Whatever is promised to him must be delivered. There are many ways through which we can create better understanding regarding our customer such as: Keep yourself at their position know their point of view regarding the business Collect necessary information related to their behavior analyzing it Another research required to be conducted is of staff that have their own perceptions related to business the customers. Key issues in relation with feedback of staff include: Methods adopted should be supportive to other methods used by direct service users Customer database Impact of feedback related to delivery of service should be considered reported Creation of customer database shall help the hotel to identify customer mix important benefits from different segments. It also ensures whether services provided by hotel are meeting customers desires or not because if the customer will be satisfied with the efficient delivery only then he will continue with us in future. The information related to customers can be collected through different sources then input that information in Hotel information system. Information related to customer includes front line information, spontaneous information, information related to customers behavior etc. The methods for collecting information includes primary research method which aims at collecting data through interviews qualitative research method which includes deep research on human behavior also find out reasons behind them. The information collected from such research provides strong evidence which will be helpful for business. A survey can be successfully conducted through planning. (UK Essays (2003))Planning plays an important role in determining requirements of the consumers their expectations. When customers expectations are satisfied he will be ready to pay for will become a permanent customer of the organization. The research process also provided that there are 3 strategies to increase attention of customers: Cost leadership strategy which says that a business can sell the product with better quality to customer at lower cost as compared to competitors. Differentiation strategy which aimed at developing a unique product in the market. Focus strategy which includes applying both cost leadership differentiation strategy more intensely. In hospitality industry there is direct link between staff customers. Staff must possess right experience knowledge of handling customers. If they are satisfied from their jobs only then they can satisfy customers. Thus in order to achieve customer satisfaction it is necessary achieve staff satisfaction first. Suggestions to increase staff satisfaction: Help them in achieving their objectives Take proper care of staff people working with them Keep them informed regarding necessary things Keep yourself at staffs position treat them in a way you want to be treated by others Carry out research on requirements as well as satisfaction levels that Ibis Hotel customers usually have. Suggest potential improvements to the customer services to bridge the gap between the two. Marriott aims at providing high quality service to their customers at better price. Since it is offering better comfort level by providing best rooms, better service facilities there is tendency that customers satisfaction level is high as they are getting what they want. The staff of the hotel is dedicatedly providing 24 hour service to customer at reception, kitchen restaurants. This will increase the satisfaction level of customers. (UK Essays (2003))Another strategy that can increase customer satisfaction includes offering weekend promotions to customers such as offering lower rate at weekends, offering special weekend deals long weekend deals to customers. The study of feedbacks of customers regarding hotel shows that customer has high satisfaction levels related to comforts deals offered by Marriott group. However there are negative feedbacks also such as so much noise at front desk, poor customer service at some branches of hotel etc. As it is a known fact that growth of business depends upon customers satisfaction level. So it is necessary to provide good customer service. Also the staff should be properly trained so that they provide best treatment to customers. Hence we can say that the top planning strategy for growth of business includes employee as well as customer satisfaction. The study on customer requirements reveals that following are the satisfaction levels of the customers: Meet Customer Expectations It can be defined as minimum level for staying in business as customers requirements will be fulfilled, they wont be having any complaints from business. (R, Attner Allen (2007))But in this case there is no guarantee that customer will stay for longer period as business is just satisfying their requirements, it is not doing any extra effort to attain their loyalty. The competitors can easily divert the customers towards themselves by providing them special treatment.(A Woods. (2012)) Providing services more than their expectations It involves providing customers the treatment they are not expecting keep their satisfaction level high. (Zeithmal. (2000))This will increase the loyalty as they will be attracted towards such special services provided by the business there are fewer chances that competitors can divert them. This will increase profitability also as if customer is satisfied he is willing to pay more for this service. Delighting your customers It involves not only exceeding their expectations but make them feel delighted or we can say they get touched emotionally by such acts of business. (Nash Nash (2001))This practice will surely leads to winning of those customers will create high profitability of business. As there are higher chances that customer will stay longer with us as they feel that we value them and care for them. This will lead to tremendous increase in business growth.(Mather (2012)) Amaze the Customers It is the next level of delighting. Delighting involves bringing a smile on the face of customers but this step involves make the customer feel amazed through the customer service. It will help the business to dominate the market achieve a bigger place with high growth profitability. Potential improvements in customer service there are various ways in which customer service can be improved such as: Maintain contact with them regularly: this can be done by regularly updating them (Hill (2012))regarding new offers, or making them members by offering subscription schemes, regular follow up with the customers regarding their satisfaction level to the new offers updated services. Creating customer oriented group: customer oriented group can be framed who can regularly recommend the changes required to be made in order to improve customer service.(Marc (2014))There should be regular get together with these groups free products can also be offered to them in order to make them happy. Easy access: The website should be prepared in such manner that customer could reach us easily whenever there is any chaos in his mind. There should be a FAQ page on which they can solve their queries. The focus should be on providing friendly services to customers so that they get an easy access.(Customer Champions (2015)) Resolve complaints: the customer complaints should be addressed quickly through e-mails Phone calls. (Eyob (2012))If required the owner can also help in resolving their problems which give them a feeling that we value them care for their loyalty.(Glegorry (2013)) Easily approachable: we should be easily approachable to customers; they should not find any difficulty in contacting the business.(Dennis (2011)) They should be provided email services, toll free numbers, fax contacts so that whenever they want to resolve any query they can easily contact through such services.(Tracy (2009)) Implementation of customer service policy: it must be ensured that customer service policy is properly implemented by staff. If the staff is properly trained satisfied from their job, they will also be committed to provide better customer service satisfy their needs wants. Exceeding their expectations: the services provided to customer must be more than their expectations like giving discounts on bulk purchases, sending them bouquets, cards or gifts on their special occasions etc. this give them the feeling that we care for them. (Brown (2000)) Polite behavior: the phrases such as Thank you, Welcome, Please etc. must be used while dealing with the customers. In other words , polite behavior should be followed while talking to the customers. Long term relations: the efforts must be made to establish strong relations with the customers by inviting them on seminars, workshops, parties etc. this will give them an important feeling as they are valued by the business. Planning delivering a customer service program A formal customer service program is required to reflect the aims of the business towards their customers how they can be achieved. (Ron n.d.)Forming a customer service program requires strong commitment from staff. It involves planning, developing implementing customer service program also making efforts to sustain it. Providing proper training to staff receiving feedback also forms part of customer service program.(Clair (2000)) Steps for creating an effective customer service program Identify customer needs Prepare a plan to fulfill the needs identified Document the plan mentioning the aim of the program ways to achieve that aim Providing training to staff(Kamin (2010)) Implementation of the program by the staff Maintain the sustainability of the program by continuously reviewing changes in the preferences of customers Provide support staff for resolving complaintsA successful customer service program will reduce customer complaints increase the loyalty of customers which further leads to higher profitability. Customer service program Staff Staff should be trained that they should focus on customer needs first(Greensland Government (2000)) resolving their queries complaints properly. They should create image in the minds of customers that they are very important for the business. It is necessary that staff must have positive attitude towards customers, they should be well trained should do it with pleasure. He should also make continuous improvements in their attitude behavior which may attract more more customers. (Impact Learning systems (2009)) Systems and processes The system processes used in the business should be efficient as if buyer gets frustrated with the system there may be (Dale Carnergie Training (2015))chances that we may lose that customer. Following are the steps to be followed to improve system: The standards of providing customer service must be recorded compared with business objectives Regular rewards special offers for customers for their loyalty Maintain customer database Record feedbacks from customers Frame a customer complaint policy Training program for employees Ensure right front line staff Staff must be provided opportunity to give their recommendations and suggestions whenever they feel to give Ensure implementation of good service program for customers Conclusion It can be concluded from above report that there is a continuous need to provide training to staff so that they could provide their best to customers. There is a need to understand customer needs properly on which customer service program shall be based. Communication also plays an important role in maintaining good relations with the customers especially in hospitality industry.in order to maintain customers loyalty there requirements must be understood, services must be provided beyond their expectations resolving their complaints quickly. Bibliography A, JR Woods. (2012), Best Practices in Customer Service - Page 98, Amacom, United States Of America. Brown, D (2000), About Customer Service.info, viewed 3 June (2015), https://www.aboutcustomerservice.info/index.php?pg=articles-ten-ways-to-improve-your-customer-service. Clair, G (2000), Customer Service in the Information Environment - Page 106. Customer Champions (2015), viewed 3 June (2015), https://www.customerchampions.co.uk/creating-a-customer-orientated-culture/. Dale Carnergie Training (2015), viewed 5 June (2015), https://www.dalecarnegie.com/customer-service-skills-training/. Dennis, H (2011), Understanding Proactive Customer Orientation, Springer, Germany. Eyob, E (2012), Customer-Oriented Global Supply Chains, British Cataloging Publishing Data. Glegorry, C (2013), Help Scout, viewed 2 June (2015), https://www.helpscout.net/blog/customer-centric/. Greensland Government (2000), viewed 2015. Hill, V (2012), Fans Not Customers: How to create growth companies. Impact Learning systems (2009), viewed 3 June (2015), https://www.impactlearning.com/solutions/training-programs/customer-service/. Kamin, M (2010), 10 Steps to Successful Customer Service, Abella Publishing Services. Marc, R (2014), Creating Customer Oriented Companies, viewed 3 June (2015), https://www.adlittle.com/uploads/tx_extprism/1997_q4_01-11.pdf. Mather, H (2012), How to Profitably Delight your Customers, Woodhead Publishing Ltd, England. Nash, S Nash, D (2001), Delighting Your Customers: Keep Your Customers, How to cook books Ltd, United Kingdom. National Career Service (2012), viewed 4 June (2015), https://nationalcareersservice.direct.gov.uk/advice/planning/jobprofiles/Pages/customerservicesmanager.aspx. Prospects (2004), viewed 4 JUne (2015), https://www.prospects.ac.uk/customer_service_manager_job_description.htm. R, W, Attner, R Allen, G (2007), Management: Meeting and Exceeding Customer Expectation. Ron, J, Best Practices in Customer Service - Page x. Tracy, B (2009), Consistently Great's Weblog, viewed 24 December (2015), https://consistentlygreat.wordpress.com/2009/12/24/the-four-levels-of-customer-satisfaction/. UK Essays (2003), viewed 5 June (2015), https://www.ukessays.com/essays/marketing/effectiveness-of-customer-care-policies-for-hospitality-industry-marketing-essay.php. UK Essays (2003), viewed 4 June (2015), https://www.ukessays.com/essays/marketing/analysis-of-customer-complaints-marketing-essay.php. (2000), Services Marketing - Page 101.