Assessing poor quality service: perception of customer service representatives Essay

The article written by Marilyn M. Helms and Donna T. Mayo from Dalton State College, Dalton, Georgia. USA purpose is to explain on how customer service relates with customer dissatisfaction which resulted in customer defection. In service industries, service plays important roles as it relates closely with profit and firm longevity. Researcher also claims that good retention ability from service managers can leverage their organizational performance. This is been done by complain management programs. Also the author claims that poor customer service from customer service representative will also be one of the factors of customer defection. This is been proven that dissatisfaction is derived from experience with a service representative during the dispensing of a service. A survey has been conducted to 100 people for a retailer shop. The retailer can stand to lose 32 to 36 current or potential customers. Dissatisfied customer are ought to spread rumor of their bad experience and has an even greater impact on shoppers that not involved in the problem. Customers are more likely to post their bad feeling on web sites and blogs and 15 percents of dissatisfied customer post their comment. It is critical to determined service crisis and work to correct them before customers defect. Surveys have been done to call center service representative as they experience a different problem from customers every day. This employees is been evaluated based on their service delivery process. This is also to identify areas to improve the service quality given by call center employees. Research has conducted a survey to collect data from the employees perceptions. They had been thrown out a two question surveys. First question is to list out three example of poor customer service by putting employees in customer point of view. Second question is to choose one of the three reasons that can cause them to choose other service provider. The results is been analyze by an experience quality management and current customer satisfaction literature. The result of the data that had been collected shows at least 10 critical reason of customer defection. There are rude employees or poor attitude, slow services, employees not paying attention on attending customers issue, overall poor accommodation, lack of training or lack of product knowledge, service failure, poor quality, lack of patience, product availability, appearance or cleanliness and prices issue. Of all of the reason, most of the largest turnover for customer is rude behavior and attitude of the employees. This is followed by employee not paying attention and poor services to customer. Researches had found out between all the reason, they had categorize which reason that most likely to end the business relationship. They had found out that the above reason were most often within the employees and also one of the top reasons why customer defects. By addressing the above matter correctly can reduce defection from customer before the problem is starting as this can improve customer retention. There were also avoidable service failures such as slow services and errors on delivery. Researchers also conduct surveys on hospitality industries. Most answers from the surveys include slow response, service failure, lack of knowledge and also poor services. Researches have found out several factors that influence customer satisfaction and retention. It has been categorize as technical and interpersonal. As matters relates to technical is such as slow services, employees not paying attention or not attending on customer request, being rushed or associated of being pushy, mistakes and overall poor services. As matters related to interpersonal is more on the employees attitude. Few factors such as rude employees and poor attitude, lack of training, appearances and cleanliness, product availability, poor quality and prices. By identifying this categories can assist to improve service delivery process and revamp the employees training process. The author claims that there is an avoidable and unavoidable group of service failures. Product availability, poor quality and prices is been categorize as a poor service and its seems to influence customer perception of the overall quality. Product availability is an inventory and ordering or scheduling issue that management could easily address. Although prices and poor quality is beyond the control of the management, they should reported back to their vendor. Benchmarking of service delivery among competitors can greatly improve the processes. Author concludes that managers are able to validate most of the problems in avoidable breakdowns categories. Ranking of defection can actually aid managers to directing those service failures that requires most attention. One of the efforts that can be used is by rewarding employees that gives a good service to the customer. Role playing of angry customer and also other variety of service delivery situation should be used for employee screening. Benchmarking comparison of customer service versus rude customer service responses also conclude important training materials. Companies should ensure their delivery sounds genuine and does not appear memorized or rehearsed. Customer may not perceive a long wait or finding the representative mistakes, price or lack of product availability as severe as they might have as long as they been treated in a professional and a courteous manner. Management should take action on employees who’s been rude or having attitude problem towards customer. If customer claims slow service as an indicator of poor service quality, the management can set a time frame of each calls and created a standard service based on time. They can develop procedures to determine an acceptable period of time to perform a particular task. This also can improve standard operating time for each call. Within this, they also can adjust the process of call handling by the agent and set a standardization of service. Companies also can gain benefit from customer feedback on the services. This is when the organization can take action on case to case basis to keep them improvised. As for opinion, this research is important because nowadays, customer service is everywhere. To enhance customer satisfaction, the service providers should identify what make customer satisfaction with their products and services. In order to know either the customers are happy and satisfied with the products and services, feedback from them is important. It is because, the feedback can give company or organization achieved higher profit or reputation. For example, a cosmetic product where the provider ask feedback from the customer by using e-mail, short messaging service (SMS) and calling customer by asking their satisfaction after using the product after one week. This is to know either the customer are satisfied or not with the products and services. Besides, it will give good word-of-mouth when they spread good things about the products and services they used. Thus, some recommendation needs to add in this research which is, the researcher need to expand the respondents to more vary. Besides, these studies also need to focus on sole service industries or companionship segments. Therefore, the agent or the front lines should be train enough to serve customer and make customer satisfied with the products and services provide by the company or organization. In some industries, customer is their asset to gain maximum profit and reputation. So by identifying what make customer unsatisfied with the products and services, they can actually improve their skills, communication, system and also their products and services it to make customer satisfied. Besides, internal customer also needs to focus. It is because, when internal customer satisfied or happy, they can serve external customer with full manner and motivated.

Emily’s Refusal to Allow Change in Her Life in “A Rose for Emily”

â€Å"A Rose for Emily† is a short story written by William Faulkner, an American author. Uniquely narrated in the first person perspective with the use of we, â€Å"A Rose for Emily† is a story about a woman named Emily who had a strong attachment or dependence on her father. It seemed time stopped when her father died that contributed to Emily’s refusal to see and accept change.She experienced true aristocracy with her father who ruled her life and constructed a different reality for her. He let her believe that she is different from anybody else and that no man truly deserves her. Her father’s restrictions towards her and her social roles dominated her life even after her father’s death. Thus, in this short story, Faulkner highlights that social roles restrict an individual to manifest his or her true self, constraining rather than liberating her.As Faulkner used the pronoun â€Å"we,† it can be inferred that the narrator is some of the to wnspeople sympathizing with Emily. By means of flashbacking, the narrator presents well-structured and detailed events of Emily’s life that can provide a deeper understanding of why there is pride and isolation in her character.The story begins with Emily’s death at the age of 74 and flashes back to the near distant past of Emily’s life. Emily is a spinster perceived as a lonely woman who is so attached to the traditions and aristocracy of the past to the extent that she cannot accept change.She shuts herself to the world and continually personifies the past until her death. Even with the emergence of materialism and when aristocracy was no longer a trend, Emily constantly believes that she would still be respected. This makes her a grotesque or unique personality in the setting that encourages the townspeople to analyze her life.Emily’s father who represents the ruling class of the South contributed most to her arrogant personality. Emily was raised in a n upper class home which made them prominent in the community. Hence, she perceived herself as rich and powerful, and their position in the community had unconsciously taught her to hold herself high from the surrounding people even after her father’s death.As time passed by, perspective about class and status changed. People accepted the changes of time and ideas. However, Emily, who was a complex and well-developed character, chose not to adapt because of the social roles she grew up with. Thus, the story illustrates that privilege and aristocracy can sometimes be a prison.The Negro who was an obedient gardener and cook and who provided Emily’s basic and practical needs is also symbolic in the story. This man connected Emily outside her small world. Yet, he isolated himself from the community for fear that he may disclose something about Emily that will disdain his loyalty.Thus, the Negro unconsciously killed her relationship with the world outside and supported Emil y’s violence against herself.   The Negro somehow fed Emily’s perception towards herself. The Negro, whom Emily had control over encourage Emily’s role in the society as aristocratic.The rose in the story represents affection. It is the affection given by the narrator to Emily. Other people may perceive Emily’s pride and violence as something immoral, but the narrator’s point of view towards Emily is different. He clearly sympathizes with Emily and understands the reason behind Emily’s arrogance. The narrator justifies her actions through presenting series of events about her past. She was a victim of bitterness and complete attachment.The community itself during her father’s time constructed a different reality for her that caused her to become so confident. The rose in the story may also signify Emily’s love for Homer. It represents the soft side of Emily which the outside world cannot see. She was perceived by the people a s scandalous and proud. Yet, like any other person, Emily needs love and affection. Her love was violent and harsh though which represents the thorns of the rose.

The Golden Lily Chapter 8

GOING OUT AGAIN didn't really happen until the weekend. Brayden and I were both overachieving enough to manage weeknight outings and still finish homework – but neither of us liked to do it if we could avoid it. Besides, my weeknights usually had some other conflict with the gang, be it a feeding or the experiments. Eddie had given his blood this week, and I'd made a point to not be around when it happened, lest Sonya try to pitch to me again. Brayden had wanted to go out Saturday, but that was the day I'd promised to drive Adrian to San Diego. Brayden compromised on breakfast, catching me before I hit the road, and we went out to a restaurant adjacent to one of Palm Springs' many lush golf resorts. Although I had long since offered to pull my share, Brayden continued picking up the bills and doing all the driving. As he pulled up in front of my dorm to drop me off afterward, I saw a surprising and not entirely welcome sight awaiting me: Adrian sitting outside on a bench, looking bored. â€Å"Oh geez,† I said. â€Å"What?† asked Brayden. â€Å"That's my brother.† I knew there was no avoiding this. The inevitable had happened. Adrian would probably cling to Brayden's bumper until he got an introduction. â€Å"Come on, you can meet him.† Brayden left the car idling and stepped out, casting an anxious glance at the NO PARKING sign. Adrian jumped up from his seat, a look of supreme satisfaction on his face. â€Å"Wasn't I supposed to pick you up?† I asked. â€Å"Sonya had some errands to run and offered to drop me here while she was out,† he explained. â€Å"Figured we'd save you some trouble.† Adrian had known what I was doing this morning, so I wasn't entirely sure his motives had been all that selfless. â€Å"This is Brayden,† I told him. â€Å"Brayden, Adrian.† Adrian shook his hand. â€Å"I've heard so much about you.† I didn't doubt that but wondered who exactly he'd heard it from. Brayden gave a friendly smile back. â€Å"I've actually never heard of you. I didn't even know Sydney had another brother.† â€Å"You never mentioned me?† Adrian shot me a look of mock hurt. â€Å"It never came up,† I said. â€Å"You're still in high school, right?† asked Adrian. He nodded toward the Mustang. â€Å"You must have a side job to make those car payments, though. Unless you're one of those slackers who just tries to get money off of their parents.† Brayden looked indignant. â€Å"Of course not. I work almost every day at a coffee shop.† â€Å"A coffee shop,† repeated Adrian, managing to convey a million shades of disapproval in his tone. â€Å"I see.† He glanced over at me. â€Å"I suppose it could be worse.† â€Å"Adrian – â€Å" â€Å"Well, it's not like I'm going to work there forever,† protested Brayden. â€Å"I've already been accepted to USC, Stanford, and Dartmouth.† Adrian nodded thoughtfully. â€Å"I guess that's respectable. Although, I've always thought of Dartmouth as the kind of school people go to when they can't get into Yale or Harv – â€Å" â€Å"We really need to go,† I interrupted, grabbing hold of Adrian's arm. I attempted to tug him toward the student parking lot and failed. â€Å"We don't want to get caught in traffic.† Brayden glanced at his cell phone. â€Å"Traffic patterns should be relatively light going west this time of the day, but being a weekend, you never know how tourists might alter things, especially with the various attractions in San Diego. If you look at traffic models applying the Chaos Theory – â€Å" â€Å"Exactly,† I said. â€Å"Better safe than sorry. I'll text you when I get back, okay? We'll figure out the rest of this week.† For once, I didn't have to stress about handshaking or kissing or anything like that. I was too fixated on dragging Adrian away before he could open his mouth and say something inflammatory. Brayden, while passionate about academic topics and me disagreeing with him, tended to otherwise be pretty mild-mannered. He hadn't exactly been upset just now, but that was certainly the most agitated I'd ever seen him. Leave it to Adrian to work up even the most easygoing people. â€Å"Really?† I asked, once we were safely inside Latte. â€Å"You couldn't have just said ‘nice to meet you,' and let it go?† Adrian pushed back the passenger seat, managing the most lounging position possible while still wearing a seatbelt. â€Å"Just looking out for you, sis. Don't want you ending up with some deadbeat. Believe me, I'm an expert on that kind of thing.† â€Å"Well, I appreciate your insider knowledge, but I'll manage this on my own, thanks just the same.† â€Å"Come on, a barista? Why not some business intern?† â€Å"I like that he's a barista. He always smells like coffee.† Adrian rolled down a window, letting the breeze ruffle his hair. â€Å"I'm surprised you let him drive you around, especially considering the way you freak out if anyone touches the controls in your car.† â€Å"Like the window?† I asked pointedly. â€Å"When the air conditioning's on?† Adrian took the hint and raised the window back up. â€Å"He wants to drive. So I let him. Besides, I like that car.† â€Å"That is a nice car,† Adrian admitted. â€Å"Though I never took you for the type to go for status symbols.† â€Å"I don't. I like it because it's an interesting car with a long history.† â€Å"Translation: status symbol.† â€Å"Adrian.† I sighed. â€Å"This is going to be a long ride.† In actuality, we made pretty good time. Despite Brayden's speculations, traffic moved easily, enough that I felt I deserved a coffee break halfway through. Adrian got a mocha – â€Å"Can you spot me this one time, Sage?† – and maintained his usual breezy conversation style throughout most of the trip. I couldn't help but notice, when we were about thirty minutes out, he grew more withdrawn and thoughtful. His banter dropped off, and he spent a lot of time gazing out the window. I could only assume the reality of his seeing his dad was setting in. It was certainly something I could relate to. I'd be just as anxious if I was about to see mine. I didn't really think Adrian would appreciate a shared psychotherapy session, though, so I groped for a safer topic to draw him out of his blue mood. â€Å"Have you guys learned anything from Eddie and Dimitri's blood?† I asked. Adrian glanced at me in surprise. â€Å"Didn't expect you to bring that up.† â€Å"Hey, I'm curious about the science of it. I just didn't want to participate.† He accepted this. â€Å"Not much to tell so soon. They sent the samples off to a lab – one of your labs, I think – to see if there's anything physically different between the two. Sonya and I did pick up a†¦ oh, I don't know how to describe it. Like, a ‘hum' of spirit in Belikov's blood. Not that him having magic blood should surprise anyone. Most people seem to think everything he does is magic.† â€Å"Oh, come on,† I said. â€Å"That's unfair.† â€Å"Is it? You've seen the way Castile worships him. He wants to be just like Belikov when he grows up. And even though Sonya's usually the spokesperson for our research, she won't breathe without checking with him beforehand. ‘What do you think, Dimitri?' ‘Is this a good idea, Dimitri?' ‘Please give us your blessing so that we can fall down and worship you, Dimitri.'† I shook my head in exasperation. â€Å"Again – unfair. They're research partners. Of course she's going to consult him.† â€Å"She consults him more than me.† Probably because Adrian always looked bored during their research, but I figured it wouldn't help to bring that up. â€Å"They've both been Strigoi. They've kind of got a unique insight to this.† He didn't respond for several moments. â€Å"Okay. I'll give you points for that. But you can't argue that there was any competition between me and him when it came to Rose. You saw them together. I never had a chance. I can't compare.† â€Å"Well, why do you have to?† Part of me also wanted to ask what Rose had to do with this, but Jill had told me numerous times that for Adrian, everything came back to Rose. â€Å"Because I wanted her,† Adrian said. â€Å"Do you still want her?† No answer. Rose was a dangerous topic; one I wished we hadn't weirdly stumbled into. â€Å"Look,† I said. â€Å"You and Dimitri are two different people. You shouldn't compare yourself to him. You shouldn't try to be like him. I mean, I'm not going to sit here and rip him apart or anything. I like Dimitri. He's smart and dedicated, insanely brave and ferocious. Good in a fight. And he's just a nice guy.† Adrian scoffed. â€Å"You left out dreamy and ruggedly handsome.† â€Å"Hey, you're pretty easy on the eyes too,† I teased, quoting something he'd told me a while ago. He didn't smile. â€Å"And don't underestimate yourself. You're smart too, and you can talk yourself out of – and into – anything. You don't even need magical charisma.† â€Å"So far I'm not seeing a lot of difference between me and a carnival con-man.† â€Å"Oh, stop,† I said. He could make me laugh even with the most serious of topics. â€Å"You know what I mean. And you're also one of the most fiercely loyal people I know – and caring, no matter how much you pretend otherwise. I see the way you look after Jill. Not many people would've traveled across the country to help her. And almost no one would have done what you did to save her life.† Again, Adrian took a while to respond. â€Å"But what are loyal and caring really worth?† â€Å"To me? Everything.† There was no hesitation in my answer. I'd seen too much backstabbing and calculation in my life. My own father judged people not by who they were but by what they could do for him. Adrian did care passionately about others underneath all of his bravado and flippancy. I'd seen him risk his life to prove it. Considering I'd had someone's eye cut out to avenge my sister†¦ well. Devotion was definitely something I could appreciate. Adrian didn't say anything else for the rest of the drive, but at least I didn't get the impression he was brooding anymore. Mostly he seemed thoughtful, and that wasn't so concerning. What did make me a little uneasy was that I often caught sight of him studying me in my periphery. I replayed what I'd said over and over in my mind, trying to figure out if there'd been anything to warrant such attention. Adrian's father was staying at a sprawling San Diego hotel with a vibe similar to the resort Brayden and I had eaten breakfast at. Businessmen in suits mingled with pleasure seekers in tropical prints and flip-flops. I'd almost worn jeans to breakfast and was glad now for my choice of a gray skirt and short-sleeved blouse with a muted blue and gray print. It had a tiny ruffled trim, and the skirt had a very, very faint herringbone pattern. Normally, I wouldn't have worn such contrasting textures together, but I'd liked the boldness of the look. I'd pointed it out to Jill before I left the dorm for breakfast. It'd taken her a while to even find the contrasting textures, and when she did, she'd rolled her eyes. â€Å"Yeah, Sydney. You're a real rebel.† Meanwhile, Adrian was in one of his typical summer outfits, jeans and a button-up shirt – though of course the shirt was untucked, with the sleeves rolled up and a few top buttons undone. He wore that look all the time, and despite its casual faà §ade, he often made it appear dressy and fashionable. Not today, however. These were the most worn-out jeans I'd ever seen him wear – the knees were on the verge of having holes. The dark green shirt, while nice quality and a perfect match for his eyes, was wrinkled to inexplicable levels. Sleeping in it or tossing it on the floor wouldn't achieve that state. I was pretty sure someone would have to actually crumple it into a ball and sit on it for it to look that bad. If I'd noticed it back at Amberwood (and hadn't been so distracted getting him away from Brayden), I would've insisted on ironing the shirt before we left. He still looked good, of course. He always looked good, no matter the condition of his clothing and hair. It was one of the more annoying things about him. This rumpled look made him come across as some pensive European model. Studying him as we took the elevator to the second floor lobby, I decided it couldn't be a coincidence that the most disheveled outfit I'd ever seen Adrian in had fallen on the day he had a father-son visit. The question was: why? He'd complained that his dad always found fault with him. Dressing this way seemed like Adrian was just providing one more reason. The elevator opened, and I gasped as we stepped out. The back wall of the lobby was almost entirely covered with windows that offered a dramatic view of the Pacific. Adrian chuckled at my reaction and took out his cell phone. â€Å"Take a closer look while I call the old man.† He didn't have to tell me twice. I walked over to one of the glass walls, admiring the vast, blue-gray expanse. I imagined that on cloudy days, it would be hard to tell where sky ended and ocean began. The weather was gorgeous out today, full of sun and a perfectly clear azure-blue sky. On the lobby's right side, a set of doors opened up onto a Mediterranean style balcony where diners were enjoying lunch out in the sun. Looking down to ground level, I caught sight of a sparkling pool as blue as the sky, surrounded in palm trees and sunbathers. I didn't have the same longing for water that a magic user like Jill possessed, but I had been living in the desert for almost two months. This was amazing. I was so transfixed with the beauty outside that I didn't notice Adrian's return. In fact, I didn't even notice he was standing right beside me until a mother calling for her daughter – also named Sydney – made me glance aside. There, I saw Adrian only inches away, watching me with amusement. I flinched and stepped back a little. â€Å"How about some warning next time?† He smiled. â€Å"I didn't want to interrupt. You looked happy for a change.† â€Å"For a change? I'm happy lots of times.† I knew Adrian well enough to recognize the sign of an incoming snarky comment. At the last second, he changed course, his expression turning serious. â€Å"Does that guy – that Brendan guy – â€Å" â€Å"Brayden.† â€Å"Does that Brayden guy make you happy?† I looked at Adrian in surprise. These kinds of questions were almost always a setup from him, but his neutral face made it hard to guess his motives this time. â€Å"I guess,† I said at last. â€Å"Yeah. I mean, he doesn't make me unhappy.† That brought Adrian's smile back. â€Å"Red-hot answer if ever there was one. What do you like about him? Aside from the car? And that he smells like coffee?† â€Å"I like that he's smart,† I said. â€Å"I like that I don't have to dumb myself down around him.† Now Adrian frowned. â€Å"You do that a lot for people?† I was surprised at the bitterness in my own laugh. â€Å"‘A lot?' Try all the time. Probably the most important thing I've learned at Amberwood is that people don't like to know how much you know. With Brayden, there's no censoring for either of us. I mean, just look at this morning. One minute we were talking Halloween costumes, the next we were discussing the ancient Athenian origins of democracy.† â€Å"I'm not going to claim to be a genius, but how the hell did you make that leap?† â€Å"Oh,† I said. â€Å"Our Halloween costumes. We're dressing Greek. From the Athenian era.† â€Å"Of course,† he said. And this time, I could tell the snark was about to return. â€Å"No sexy cat costumes for you. Only the most dignified, feminist attire will do.† I shook my head. â€Å"Feminist? Oh, no. Not Athenian women. They're about as far from feminist as you can – well, forget it. It's not really important.† Adrian did a double take. â€Å"That's it, isn't it?† He leaned toward me, and I nearly moved back†¦ but something held me where I was, something about the intensity in his eyes. â€Å"What?† I asked. He pointed at me. â€Å"You stopped yourself just now. You just dumbed it down for me.† I hesitated only a moment. â€Å"Yeah, I kind of did.† â€Å"Why?† â€Å"Because you really don't want to hear about ancient Athens, any more than you wanted to hear Brayden talk about Chaos Theory.† â€Å"That's different,† said Adrian. He hadn't moved away and was still standing so, so close to me. It seemed like that should've bothered me, but it didn't. â€Å"He's boring. You make learning fun. Like a children's book or after school special. Tell me about your†¦ um, Athenian women.† I tried not to smile. I admired his intentions here but knew he really wasn't up for a history lesson. Again, I wondered what game was going on. Why was he pretending to be interested? I tried to compose an answer that would take less than sixty seconds. â€Å"Most Athenian women weren't educated. They mostly stayed inside and were just expected to have kids and take care of the house. The most progressive women were the hetaerae. They were like entertainers and high-class prostitutes. They were educated and a little flashier. Powerful men kept their wives at home to raise children and then hung out with hetaerae for fun.† I paused, unsure if he'd followed any of that. â€Å"Like I said, it's not really important.† â€Å"I don't know,† said Adrian thoughtfully. â€Å"I find prostitutes vastly important.† â€Å"Well. How refreshing to see that things haven't changed,† a new voice cut in. We both flinched and looked up at the scowling man who had just joined us. Adrian's father had arrived.

Online Presence

Now that we have determined that moving into the online community is viable for us as a company, it is now time to continue the planning. We have discussed previously the strategic marketing tactics we will use and the way that we will use social media to ensure that we are ready to move forward. We will continue our planning and focus on the way that we will provide payment options for our customers. This will Include what tools they will use and how It will keep their information safe.We will also plan for ways to use search engines and how to gain optimization of their use. It will be vital to ensure that our name shows up in the result pages of the search engines. We will create a plan to reach the diverse culture that we live in, making our website accessible in a diverse consumer base. We will finish up by discussing our customer relationship management software that we will use on our website. Once these are finalized and decided on, we will be ready to move forward In the des ign phase of our website.This proposal will discuss and answer all of those questions and prepare us for design. AY . Customer Payments We are creating a website that will allow our customers to be able to accomplish al of the needed functions of obtaining a storage unit or REV parking without having to come on property. By doing this, we will need a payment option for our customers to be able to make payments for deposits or to make monthly payments. Our website Is designed to help our customers have the option of online payments to save them time and effort.Of course we will need an option for payment for our customers to use to order to be fully functional. We have looked at all of the options and have decided that the use if Papal would be the best option for us. We looked at having a shopping cart set up on the website to make payments. The majority of online stores work with a shopping cart and is very effective for their website that sells a larger variety products and servic es. The shopping cart allows the customers to store in their shopping cart those items they have want and to continue shopping for other things.Due to the limited number of items that we will be receiving payments for, an online shopping cart would not be necessary for us to achieve our goals. In making this choice on which payment options to use, we looked closely at ease f use for our customers and keeping their information safe and secure. Papal was chosen because of these considerations and ease of use for our customers. Papal will do all that we need it to do and is easy to use, free to set up, free for our customers. These features of Papal made it an ideal solution.Palsy's name and reputation was also a big consideration. A large amount of our customers have already used Papal, or at least will recognize the name. Having this knowledge of Papal will aide in helping them feel safe to use our online payment system. It will ink to our website and allow our customers to make paym ents without having to go to a different website to do this. The customers will click on that link, allow them to make the monthly payments or the one time deposit to hold their units.The Papal program also allows for the creation of invoices to allow for ease of use for our customers and also for the record keeping and bookkeeping needs. We can create invoices for them, send them out through email and then use Papal to accept their payments to that invoice. It will do all that we need to do in order for us to collect the needed payments. It will be great to have one tool that we can use to accomplish all of this. As far as the customers, the tools that they will use will simply be the website.It will connect them to Papal in order for them to make these payments. This will help us keep it simple for our customers. They will have the options to use their Papal account if they have one, or they can Just use their credit or debit card to make the payments. The will simply Just need to click on the buttons on the website. Papal also allows for the customers to set up reoccurring payments and not have to worry bout coming in each month to make payments. They can pay off of an invoice each month but is it not necessary.Some of the great things that Papal helps us accomplish and the main reasons for choosing this option are summarized below: Papal is the easiest way to set up e-commerce on our website There is no need for any licenses You can specify payment preferences working to keep us safe from fraud charges and have the best control over what kind of payments we accept There is easy encryption and the buttons are free No set up fees Ability to set up recurring payments Use of their invoicing system Ease of use for our customers AY: Search Engine Strategies: Search engine optimization is vital for the website and business.It is a very effective way for you to be able to create more business and more visits to your site. The goal of our website is to provide our customers an easy way of doing business Using search engine optimization will be the way that we will generate this new business. We are going to focus on the following to be able reach our search engine optimization and generate the most business from our website. Key Phrases: The first important strategy that we need to develop is that of our choice of key phrases. Key phrases are the most important and the very way that a customer will find us.As a customer puts key phrases into a search engine, that search engine will return those websites that are closest to those key phrases that have been put into the search engine. Search engines will return pages that have similar words and even account from some commonly misspelled words. This being said, we must be very careful in choosing the key phrases that will lead our customers to our page through these search engines. Eely, Tillie 2009) In working to find these key phrases we will use a free online tool designed to help discover ke ywords.This tool will do two things for us. It will search our website and suggest some key words and phrases for us and will also allow us to enter certain phrases we want and help us to create these key phrases. Once these have been created we can ensure that they are used in our content, which we will discuss later in the paper. We will be able to look at things such as similar words, commonly misspelled words, frequency of key words and how many other sites are targeting hose key words as well.With the nature of what our business is, we will focus on other local sites. Our competition is clearly only other local storage units in the area. Content that contains our keywords: Now that we will have our key words and phrases for the search engine we must make sure that our site contains these phrases. This will be our second strategy in optimizing the finality of our business. Content will be the most important part of our site and we need to ensure that our content contains our key phrases.This content is what provides the information for our customers. This information and content must be easy to read, follow and hold the customers interests. Other than that, it must send back the relevant signals to the search engine. The content is the key to ensure that our website is found in these searches. The key words and phrases are great, but if you do not find them in your content they are of no use. (Eely, Tillie 2009) In looking at the content of the site we need to play close attention to what types of pages we want to have.Placing the key words and phrases into these different pages will be vital to controlling where we place these key words in the site Even Hough the homepage is a very important page and must have a nice look and feel, the informational pages are where we will be placing most of the content and most of the key phrases. These pages will work to educate the consumers about our business and answer questions they may have such as prices and contr acts. Placing the key phrases are these pages will allow for a better search optimization.The use of these key phrases in the content of our social media sites will also be very important. In using these phrases there, our blob and Faceable page will also come up in the search engine results page. Design of the site: The next strategy that we will use to ensure the search optimization for our site is to take a close look at the actual design of the site. We want to have a site that is things but still work to use the design of the site as a way to optimize its search ability. In the design we need to pay close attention to things such as heading elements.The headings should include the key phrases due to the fact that the search engine spider uses these headlines to search the website for relevance. The headlines are also very important for our readers, it helps them to know where to go n the site to get the information they need. We also need to ensure that we look at the titles of our pages as well. The title of the pages is important for us to ensure a good search results ranking and allowing for click-through from the search engine results page. Whatever is contained in our title tags on each page, is what will show up on these search engine results page.We have to strategically choose the tile of these pages, not only for the search engines but also for ease of use for our customers and those who find our page. The more detail that we use in title, the better. It is vital that our key words appear in the first ten words of the title. (Stokes, 2013) Popularity and Linking: In our business, most of our competitor's websites will have the same content as ours. We have seen through our research that there are very little sites locally with as much content as we will have. It will still be important for us to stand out from among those other sites in the search results pages.One of the best ways to accomplish this is through the use of links, showing the popul arity of the site. When two sites have the same content, the search engine looks at the amount of links owing in from other sites to determine how it displays the results. The more incoming links that you have the higher your site will rank in the search engine results page. (Eely, Tillie, 2009) There are many different ways to have incoming links to your site. You can purchase them or you can use link exchanges with other relevant sites.We will be able to create some links to our sites to ensure popularity but doing some of the following: (Stokes, 2013) Commenting on relevant blobs, including the blob we will have and be linked too Submitting articles to other sites on packing and moving pips The use of social networking sites and links from pages Asking or answering questions on Yahoo Answers AY: Diverse Customer Base: When creating a website, one of the big factors that you need to consider is how you will make your site diverse in its approach so that you can reach out to all th ose members in your target audience.Reaching out to an international audience is a vital part of most websites who are selling products. Here at Pea's Rentals, all of the goods and services that we are selling are units and spaces that are fixed here locally and not something that someone can buy and have shipped to them. We will not have a large global presence in what we are selling and promoting. The majority of our customers are local and living in our immediate area. We may have some from out of state, or even out of the country, that are moving here that will need our services but the majority will be local people.That said, we do have a diverse culture that we need to cater to locally. In this discussion we will talk about ways that we can use our site to reach a diverse local group of people. We need to look at the business climate, the local culture and the infrastructure of our site to help us meet a diverse Due to the fact that we are a local company whose product and ser vices are local and really cannot be shipped or taken somewhere else, we are going to focus on how we can reach the diverse culture that we are in.It is vital that when we are planning the site that we ensure that we are reaching out to all of those that live among us. We will have several people that will be using the site to help plan their move to Utah and we need to ensure that we are able to relate our site to them as well. We will look at the content, language and overall culture of the site as we move try move award in our planning. Content is the most important thing that we will have on our website. It makes sense that if your content is bad then your website is bad.As we build the content of our site we must keep in mind not only our target audience but the diverseness of that audience. The content that we build on the site must be one that is simple and easy to use for all members of our target audience. We want to make sure that we are using words that are understood by the majority of people with varying degrees of education, learning and the English language. We must come across as knowledgeable and strong but with a content that is easy to follow and understand.One of the biggest mistakes that people make in our community in their content is assuming that everyone is a member of the Mormon Church. It has a very strong presence here yes, but assuming that and marketing to that is something that we have to be very careful about. Using words and phrases from their culture can be confusing and hard for others to understand. We cannot build our content around that specific local culture, we must build it around the world of meeting the storage needs of all the members of our community.Language is another consideration for us to take a close look at as we try to reach a diverse group of people. There is a very strong Hispanic culture here and we need to consider how we can cater to their needs on the site. We will have some PDF of our contracts and ot her information for our customers to look at and download from the site. These will be very helpful in the making the decision to use us for their storage needs. In order for us to reach this part of the community we will have these forms available for download in both English and Spanish.These downloads will notation a copy of the contracts, a price list of units and rules and regulations of the storage units. Having them in Spanish as well will help to ensure that our customers know and understand what is expected of them and what they can expect from us. It will also allow us to cater to them and make them aware that they are welcome here at Pea's Rentals. Utah is a very unique place and can be a bit overwhelming to new comers and even to those who may be outside of the Mormon culture that is so prevalent here.In doing our research we have seen that a lot of the sites here cater to that culture ND it can be a bit overwhelming. Even though it is a the dominate culture here in Utah County, we must be careful how we build the overall look and feel of the site to be open to all the different cultures and people who live here. We can accomplish this by ensuring that our content, pictures and wording is open to all cultures. This will be especially important for our customers who are coming in from out of state.We plan to use very neutral colors and landscape pictures on the site to give it the purpose, to sell units and make an easy site for our customers to use, it will help us o create a site that is open to all who want to use our services. AY: Customer Relationship Management: Customer relationship management is the key to all that we do. If we do not have our customers to rent our units or space we will not stay in business. They, of course, are our biggest stakeholders. It is vital that we do everything that we can to meet and even exceed their expectations.The internet has forever changed the way that people communicate with each other. It has also change d the way that we communicate with our customer and them with us. For most, it is easier to send an mail than it is to pick up the phone and call someone. Building a customer relationship management system into our site will be vital to ensure our continued growth and meeting expectations of our customers. (Stokes, 2013) We have previously discussed some of the tactics that we are going to use in marketing our product and service. These all fit right into our customer relationship management system.We have discussed the need to be a customer-centric company and use this marketing tactic to gain and keep our customers. Having a good customer relationship management program fits into this approach and helps s to maintain that vital tactic. It will allow our customers to share their thoughts, ask questions and make suggestions so that we know how they feel and what they need. Knowing this is the only way that we will be able to meet their needs and expectations. Some of our tactics and strategies that we have planned will fit in very nicely with our customer relationship management.We are planning to use email as our major way of communicating with our existing and our former customers. Privacy is very important to us and ensuring the privacy of our customers is of the most importance. We will only use email after permission has been given for us to do so. We are not going to sale emails or participate in buying emails. Even though this can be a great way to reach out to a large number of people at once, it can also lead to some negative marketing when potential customers become upset from your emails that we have not received permission to use.As we work to have and keep great relationships with our customers, we will have the chance to use them to spread our work and their experiences with others. They can be our biggest sales force. If we work hard to create a trusting relationship with them, they will feel better about commending us to their friends and famil y. Email is great but it can take some time for our customers to hear back from us. If they are looking for a quick answer to make a choice or have a question that they may need an answer to, we need a way to make that happen.This will be accomplished but the use of an instant messaging option on our website during business hours. This service will allow our customer and potential customers to reach us with their questions and have an instant answer. Our instant messaging system will be a customer initiated approach. If they want to talk to someone using this feature, we ill be there to talk and answer their questions. We will not use it to approach We have chosen to use the company again for our email and instant messaging needs. This software will allow for us to have our email and chat all in one place.We will receive email coming in from the website as well as the ability to chat live with our customers. The choice to use again was also made due to its ability to monitor our cus tomer satisfaction, trends and our social media efforts. With the help of this software we will be able to analyze where our customers are coming from and what resources are being used the most. We can see if email, social media, our newsletter and blobs are effective and how much business is generated by each of them. It will help us to put our efforts and resources into the most effective venue.On top of all of this is will give us the software to conduct our emails and chats and track and record them and where they were generated from. There is a cost of this software but it will more than pay for itself and has a high return on investment for us to be able to be most effective in our online approaches. There is an initial fee to by the product and then a monthly user's fee as well. The use of the software will be vital for us in accomplishing our goals or providing a website for our customer's needs as well as one that allows us to generate business.By the use of this software a nd the tactics and plans that we have we will be able to reach the people that we need to reach, be effective in our approach and add to our business using the right tools to get us to our goals. We are anticipating the return on investment for this software will be strong. It will more than pay for itself in the first six months of use. With all of this planning now in place for the development of our website, we are to ready to move forward and create the site.

Protein Energy Malnutrition Essay

* Kwashiorkor (protein malnutrition predominant) * Marasmus (deficiency in both calorie and protein nutrition) * Marasmic Kwashiorkor (marked protein deficiency and marked calorie insufficiency signs present, sometimes referred to as the most severe form of malnutrition) Note that this may also be secondary to other conditions such as chronic renal disease[3] or cancer cachexia[4] in which protein energy wasting may occur. Protein-energy malnutrition affects children the most because they have less protein intake. The few rare cases found in the developed world are almost entirely found in small children as a result offad diets, or ignorance of the nutritional needs of children, particularly in cases of milk allergy.[5] Kwashiorkor (pronounced /kwÉ‘Ë ÃŠÆ'iˈɔrkÉ™r/) is an acute form of childhood protein-energy malnutrition characterized by edema, irritability, anorexia, ulcerating dermatoses, and an enlarged liver with fatty infiltrates. The presence of edema caused by poor nutrition defines kwashiorkor.[1] Kwashiorkor was thought to be caused by insufficient protein consumption but with sufficient calorie intake, distinguishing it from marasmus. More recently, micronutrient and antioxidant deficiencies have come to be recognized as contributory. Cases in the developed world are rare.[2] Jamaican pediatrician Dr. Cicely D. Williams introduced the name into the medical community in her 1935 Lancet article.[3] The name is derived from the Ga language of coastal Ghana, translated as â€Å"the sickness the baby gets when the new baby comes†,[4][citation needed] and reflecting the development of the condition in an older child who has been weaned from the breast when a younger sibling comes.[5] Breast milk contains proteins and amino acids vital to a child’s growth. In at-risk populations, kwashiorkor may develop after a mother weans her child from breast milk, replacing it with a diet high in carbohydrates, especially starches, but deficient in protein. SIGNS AND SYMPTOMS The defining sign of kwashiorkor in a malnourished child is pedal edema (swelling of the feet). Other signs include a distended abdomen, an enlarged liver with fatty infiltrates, thinning hair, loss of teeth, skin depigmentation and dermatitis. Children with kwashiorkor often develop irritability and anorexia.[1] Victims of kwashiorkor fail to produce antibodies following vaccination against diseases, including diphtheria and typhoid.[6] Generally, the disease can be treated by adding food energy and protein to the diet; however, it can have a long-term impact on a child’s physical and mental development, and in severe cases may lead to death. In dry climates, marasmus is the more frequent disease associated with malnutrition. Another malnutrition syndrome includes cachexia, although it is often caused by underlying illnesses. These are important considerations in the treatment of the patients. POSSIBLE CAUSES There are various explanations for the development of kwashiorkor and the topic remains controversial.[8] It is now accepted that protein deficiency, in combination with energy and micronutrient deficiency, is necessary but not sufficient to cause kwashiorkor.[citation needed] The condition is likely due to deficiency of one of several types of nutrients (e.g., iron, folic acid, iodine, selenium, vitamin C), particularly those involved with anti-oxidant protection. Important anti-oxidants in the body that are reduced in children with kwashiorkor include glutathione, albumin, vitamin E and polyunsaturated fatty acids. Therefore, if a child with reduced type one nutrients or anti-oxidants is exposed to stress (e.g. an infection or toxin) he/she is more liable to develop kwashiorkor. Ignorance of nutrition can be a cause. Dr. Latham, director of the Program in International Nutrition at Cornell University cited a case where parents who fed their child cassava failed to recognize malnutrition because of the edema caused by the syndrome and insisted the child was well-nourished despite the lack of dietary protein.[citation needed] One important factor in the development of kwashiorkor is aflatoxin poisoning. Aflatoxins are produced by molds and ingested with moldy foods. They are toxified by the cytochrome P450 system in the liver, the resulting epoxides damage liver DNA. Since many serum proteins, in particular albumin, are produced in the liver, the symptoms of kwashiorkor are easily explained. It is noteworthy that kwashiorkor occurs mostly in warm, humid climates that encourage mold growth. Protein should be supplied only for anabolic purposes. The catabolic needs should be satisfied with carbohydrate and fat. Protein catabolism involves the ureacycle, which is located in the liver and can easily overwhelm the capacity of an already damaged organ. The resulting liver failure can be fatal. In a study of twins from Malawi, presented March 9 at the International Human Microbiome congress in Vancouver, kwashiorkor affected one twin in 50% of a study group, but both twins only 7% of the time. When gut bacteria from the twins were transplanted into germ-free mice, the mice receiving bacteria from affected twins lost more weight on a typical Malawian diet consisting largely of corn flour and water with some vegetables. It was speculated that transplantation of fecal bacteria may help affected children MARASMUS Marasmus is a form of severe protein-energy malnutrition characterized by energy deficiency. A child with marasmus looks emaciated. Body weight may be reduced to less than 80% of the average weight that corresponds to the height .[citation needed] Marasmus occurrence increases prior to age 1, whereas kwashiorkor occurrence increases after 18 months. It can be distinguished from kwashiorkor in that kwashiorkor is protein wasting with the presence of edema. The prognosis is better than it is for kwashiorkor.[1] The word â€Å"marasmus† comes from the Greek ÃŽ ¼ÃŽ ±Ã ÃŽ ±ÃÆ'ÃŽ ¼ÃÅ'Ï‚ marasmos â€Å"consumption† from ÃŽ ¼ÃŽ ±Ã ÃŽ ±ÃŽ ¯ÃŽ ½ÃŽ µÃŽ ¹ÃŽ ½ marainein â€Å"to consume, exhaust.† ————————————————- Signs and symptoms The malnutrition associated with marasmus leads to extensive tissue and muscle wasting, as well as variable edema. Other common characteristics include dry skin, loose skin folds hanging over the buttocks (glutei) and armpit (axillae), etc. There is also drastic loss of adipose tissue (body fat) from normal areas of fat deposits like buttocks and thighs. The afflicted are often fretful, irritable, and voraciously hungry. Marasmus is generally known as the gradual wasting away of the body due to severe malnutrition or inadequate absorption of food. Marasmus is a form of severe protein deficiency and is one of the forms of protein-energy malfunction (PEM). It is a severe form of malnutrition caused by inadequate intake of proteins and calories

Visiting the Museum of Modern Art Term Paper Example | Topics and Well Written Essays - 1000 words

Visiting the Museum of Modern Art - Term Paper Example The paper "Visiting the Museum of Modern Art" gives a detailed information about visiting MoMA. One particularly famous museum in the Unites States is the Museum of Modern Art (MoMA) in New York City. This location is fascinating for the depth of paintings, sculptures, drawings, and recent digital work. It is truly a living and breathing museum. What follows is a brief synopsis of this student’s recent visit to the museum. While many pieces in the museum captivated my attention, I would like to draw the reader’s attention to two in particular. The first is an oil painting by the French artist Odilon Redon. The painting itself, at first glance, is simple enough. The title says it all ‘Rock on the Beach’. Upon further examination, however, I was drawn to this painting because of the detail of the formation. It is so unique to other renditions of the ocean, because Redon puts his focus on the rocks, as opposed to the water. You have to wonder why this is. This is certainly an impressionistic piece of art. The effect of light on the rocks and the overall landscape is evident and a strong draw. As I pondered the lighting, I noticed a lack of intensity. It is daytime, yet the picture appears dark and gloomy. This communicates a feeling of isolation and desolation. As we have studied in class, impressionists focused a great deal on nature. They examined, through their art, their own impressions of the natural world. Paintings are usually spontaneous and they attempt to capture a moment in life. that can only be truly felt through the painting. ‘Rocks on a Beach’ is effective to this end. Getting close to the picture, I could see the rough brush strokes that captured the humanity, if you will, of this large rock formation in the middle of a beach. It seems as if this location had a special meaning to Redon and he wanted to portray the feelings he had as he witness this spectacle. We can envision that he was struck by the lack of clarity in this scene and, perhaps, it reflected his mood at that period in his life. I ended up reading the brief biography of this painter while I was at the museum and discovered that around the time of this particular painting he lost a child. The dark and gloomy nature of this impressionist piece of art could very well be reflective of that traumatic event. The final painting I want to discuss is a work by Pablo Picasso. I know he is one of the most famous painters in modern history, but I was struck by the privilege of seeing one of his pieces up close and personal. We are used to seeing the works of Picasso in detail in almost any art book. Perhaps we feel we understand his work already and simply move on. My experience at MoMA, however, helped me to realize that nothing replaces a real-life piece of art. The piece by Picasso that I looked at was his painting ‘Guitar’. This was oil painting on canvas paper. The first thing I noticed about this particular painting was the detail of the brush stroke. It is so refined that it looks as if a photograph was taken. I could barely decipher the difference. That is the brilliance of Picasso. The interesting thing about this picture is that the painting is not really reflective of a guitar at all, leading one to wonder about the title that Picasso gave this particular work of his. That is, I suppose, a topic for another time, but it is certainly worth noting. This particular piece of art appears to be a

Personal Responsibility in College Life Essay Example | Topics and Well Written Essays - 1500 words

Personal Responsibility in College Life - Essay Example Personal responsibility refers to the sense of realizing, recognizing, accepting and fulfilling the responsibilities for one's individual acts, thoughts, behaviours and responses. Personal responsibility is to comply with the obligations and personal duties that are expected from a person while living in a particular society and environment. When an individual has the sense of understanding his responsibilities and duties he can set the directions for his actions because he becomes aware of the potential consequences and effects of his acts upon his personality as well as the people and surrounding environment. When people gain complete understanding and awareness of their responsibilities and obligations they are able to make the right and informed decisions and choices about their life. They could follow the ideas and plans for their personal improvement because they know their boundaries and potential. It makes people realize their importance and role behind the completion and suc cess of certain tasks and, thus, also motivates them to play their part and make positive contributions towards the fulfilment for certain jobs (Brown, 2009). For me, personal responsibility means a lot because it is all due to personal responsibilities realization that I have gained something in my life as a student and as a member of the society. It is something that keeps me aware about the commitments with myself and the society and also motivates to seek the better ways for the attainment of my goals, career plans and social obligations. During the initial years of my life, I was directed by my parents to differentiate between right and wrong. However, as I grow my sense of taking personal responsibility also grew and gradually I turned into a responsible member of the family, educational institution and the society. I believe that all the successes of an individual are mainly contributed by his sense of recognizing and complying with the personal responsibilities. Hence, what I am today is mainly due to my behaviours, my words, my actions and my thoughts and it would never be possible for me to keep all these elements in single and right direction without giving awareness about my personal responsibilities. It implies that personal responsibility encourages people to build their personalities, career, social status and family life. Personal responsibility guides people during each phase of the life to make sensible and constructive decisions (Susan et al, 2009). Relationship between Personal Responsibility and College Education Personal responsibility appears to be an important issue when it comes to college education. The awareness of personal responsibility distinguishes a mature adult from a child and enables him/her to act as a fully functional human being. Personal responsibility compliments success and achievement because it motivates a person to accomplish the things that he/she wants in life. This motivation plays an important role during the col lege education. The teachers and instructors perform their duties by educating the students. Without realization of personal responsibilities one could not do well at any educational institutes because there are certain things that the students have to learn at their own. The management of time and