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Session 10_G2_Activity 2_Part 2

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Session 10_G2_Activity 2_Part 1

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Session 10_G4_Activity 2

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Session 10_G3_Activity 2

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Session 10_G4_Activity 2

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Session 10_G3_Activity 1

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Session 10_G2_Activity 1

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Session 9_G1_Activity 2

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Session 9_G3_Activity 2

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Session 9_G2_Activity 2

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Session 9_G4_Activity 2

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Session 9_G5_Activity 2

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Session 9_G5_Activity 1

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Session 9_G2_Activity 1_Part 2

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Session9_G4_activity1

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Session 9_G2_Activity 1_Part 1

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Session 9_G1_Activity 1

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Session 9_G3_Activity 1

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Session 8_G3_Activity 2

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Session 8_G4_Activity 2

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Session 8_G2_Activity 2

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Session 8_G5_Activity 2

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Session 8_G1_Activity 2

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Session 8_G4_Activity 1

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Session 8_G2_Activity 1

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Session 8_G5_Activity 1

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Session 8_G3_Activity 1

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Session 8_G1_Activity 1
a. Loyals - people that choose to only fly with one airline, won't be tempted by lower prices or better timings of other airlines.
Multibranders - customers that search for better prices and promotions and will choose the airlines with cheaper flights
Habitual - customers choose the airline because of convenience, passively loyal, not necessarily choosing the airline because of their loyalty to it
Switchers - don't care which airline they fly with, choose the cheapest flights, seek out a large portfolio of airlines to decide which one is the cheapest and most convenient, low brand loyalty.
b. Develop a points system/ loyalty program so the more customers use the airline the better rewards they receive. This will provide incentives for customers to choose the airline over competitors, regardless of cheaper prices/ promotions as they can see that they will be rewarded in the long run. Could receive rewards, product offerings, extra benefits. Also could create a membership program and ensure that customer service and quality and is of a high standard so customers are more likely to return to the airline compared to competitors.

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Session 7_G1_Activity 2 (2)

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Session 7_G1_Activity 2 (1)

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Session 7_G2_Activity 2

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Session 7_G4_Activity 2

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Session 7_G5_Activity 2

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Session 7_G3_Activity 2
Car Insurance Company

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Session 7_G4_Activity 1

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Session 7_G4_Activity 1

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Session 7_G1_Activity 1

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Session 7_G2_Activity 1

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Session 7_G5_Activity 1

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Session 6_G4_Activity 2

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Session 6_G3_Activity 2

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Session 6_G1_Activity 2

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Session 6_G2_Activity 2_Monash Campus

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Session 6_G1_Activity 2

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Session 6_G1_Activity 1

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Session 6_G1_Activity 1 (2)

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Session 6_G1_Activity 1 (1)

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Session 6_G4_Activity 1

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Session 6_G2_Activity 1_Hospital

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Session 6_G3_Activity 1
Department store

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session 5_G4_Activity 2

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Session 5_G3_Activity 2

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session 5_G2_Activity 2

-        found in a large, bureaucratic organization so for example PTV (the only public transport provider). Found in Monopolies

-        to be more specific we are taking as tram driver for example, they can’t really improve the performance of the tram productivity since the office already decide the schedule, the headquarters.

-       PTV has set their standard service like how many trains, how many trips, how long does it, arrival time, departure time.

-       PTV trains their worker to be a better driver of their transportation not based on the customer interactions.

-       High job security, boring and repetitive job

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Session 5_G1_Activity 2

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Session 5_G5_Activity 2

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Session 5_G1_Activity 1 (2)

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Session 5_G1_Activity 1 (1)

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Session 5_G4_Activity 1

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Session 5_G5_Activity 1

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Session 5_G3_Activity 1

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Session 5_G2_Activity 1
A. The frontline employees are a key part of the service, are the service firm, and are the brand. They can be the most important part of the service from the customer's perspective and are a source of competitive advantage and differentiation for the firm. In a car dealership, the car dealer would be the frontline employee.
B.  The role of the employee is to perform 3 roles by producing customer value, organisational productivity and making sales.
Script for initial meeting/greeting: Hello Sir, Mam, How can I assist you today? Is there any particular car you would like to trial or test? If you have any problems then I will be happy to help you and answer any question you may have.
Scripts for test driving the car with customer, script for explaining features & safety, script for selling the car, script for price/selling process, script for included after sales servicing/features.
C. Be friendly and professional
Be patient, speak clearly and slowly
Do surface acting
Knowledgeable about products/industry
Wear a uniform (suit, smart professional)
Manage time with customers so they are not waiting for long
Cope with all types of customer behaviour (e.g. aggression)

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Session 4_G1_Activity 2

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Session 4_G2_Activity 2 Part 2

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Session 4_G4_Activity_2

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Session 4_G2_Activity 2 Part 1

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Session 4_G3_Activity_2

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Session 4_G5_Activity2_Part 2

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Session 4_G5_Activity2_Part 1

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Session 4_G2_Activity 1_Part 2

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Session 4_G4_Activity 1

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Session 4_G2_Activity 1 Part 1

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Session 4_G5_Activity 1(2)

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Session 4_G5_Activity 1(1)

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Session 4_G1_Activity 1

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Session 4_G3_Activity 1

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Session 3_G1_Activity 2

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Session 3_G2_Activity 2

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Session 3_G5_Activity 2

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Session 3_G3_Activity (2)

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Session 3_G1_Activity 1 (2)

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Session 3_G1_Activity 1 (1)

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Session 3_G5_Activity 1

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Session 3_G2_Activity 1 Part 3

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Session 3_G3_Activity 1

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Session 3_G2_Activity 1 Part 2

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Session 3_G2_Activity 1 Part 1

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Session 2_G4_Activity 2

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Session 2_G1_Activity 2

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session 2_G2
_activity 2

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Session 2_G3_Activity 2

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Session 2_G5_Activity 2

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Session 2_G1_Activity 1

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Session 2_G1_Activity 1

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session 2_G4_Activity 1

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Session 2_G3_Activity 1

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session 2_G2_Activity 1