SERVICE TO THE CLIENT

SERVICE TO THE CLIENT




A good service to the client can get to be a promotional element for as powerful sales as the discounts, the publicity or the personal sale.
To attract a new client is approximately six times more expensive than to maintain one. Reason why the companies have chosen to put in writing the performance of the company.

They have been observed that the clients are sensible to the service which they receive from its providers, since she means that the client will obtain to the end smaller costs of inventory.

Contingencies of the service: the salesman must be prepared to avoid that natural strikes and disasters harm the client.
All the people who make contact with enemy with the client project attitudes which they affect to this one the representative of sales when calling to him by telephone, the recepcionista in the door, the technical service when calling to install a new equipment or service in the dependencies, and the personnel of the sales who finally, obtains the order. Conscious or unconscious, the buyer always is evaluating the form as the company makes businesses, how it treats the other clients and how it would hope that they treated him to him.
The attitudes are reflected in actions: the behavior of the different people with which the client makes contact with enemy produces an impact on the level of satisfaction of the client including:
The general courtesy with which the personnel handles the questions, the problems, as it offers or ample information, provides service and the form as the company treats the other clients.
The knowledge of the personnel of sales, that is to say: knowledge of the product in relation to the competition, and the approach of sales; that is to say: they are concentrated in identifying and satisfying the necessities with the consumer, or simply they worry to push a product to them, although one does not adjust to the expectations, but that is going to produce a sale to them and, consequently, it is going to put something of money in its pockets.

Filing System.

The test of a good filing system is being able to find something when you need it, regardless of how you choose to organize it. However, there are two basic approaches to setting up a filing system:

• Establish categories for like items by subject (e.g., Hobbies)

• Establish an index based system with files identified numerically by item (e.g., File 1=Document 1)

You can choose the method that makes the most intuitive sense to you. People who have trouble categorizing may feel more comfortable with the indexing approach. Regardless of which type of system you choose, if you feel overwhelmed about where to start, pick a group of papers in any pile. It does not matter where you start…..you just need to start with a manageable subset of paper.

Active files are those which you must access regularly. Historic files are those that it is unlikely you will need to access, but which you must keep for record retention purposes (i.e., tax files). Your inactive files should not be kept in your active file space, if file cabinet space is limited. These files can be stored in boxes in an out of the way location (since you should not be accessing these files regularly). To create your active files, follow the steps outlined below.


Microfiche are small posts, and so full of obvious warning, which reviews some of the main characters of the UDC. Its function is to provide a basic profile to readers who are about to close for the first time the character.

Therefore microfiches shall be confined to those data for a significant time have defined the character which can sometimes come into contradiction with recent events that surround him. I will give an example marveliano to understand if the Fantastic Four The Thing abandons all know that sooner or later return, or if one side just died in the United States or in the Spanish edition, is likely to return within shortly, so that these changes would not necessarily enter into our microfiche, since what is involved is that the reader discovers that the post, at any time, knowing the basic character (which you have become famous and you have defined as an icon) and thus better assess the changes that have recently experienced (not me explain it).

In any case you want more information go to the links section and visit Secret Files & Origins in Spanish, which gives a much more complete information about the characters.

Telephone Etiquette

A potential caller to the University forms an opinion about us in the first 4 to 6 seconds. The person who answers the phone represents the University. Anyone who answers or uses the phone can maximize the telephone's powerful potential.
Answer promptly on the first ring, if possible.
Don't be too busy to be nice. Being busy does not give carte blanch to be rude. (The caller doesn't know you're on a tight deadline...)
Answer the phone with the name of your department and your name. Everyone likes to know who they're talking with. This holds true for internal as well as external calls. Use a healthy buffer (a friendly greeting) before you say your name- it indicates a warm reception. (Example... "Good Morning, telephone repair, Victor speaking."
When transferring a call always give the full name and telephone number of the person you are transferring the caller to. This will eliminate the need for the caller to call you back in the future and will provide good customer relations.
If you need to leave the line to obtain information, it is courteous to give the caller the option of waiting or being called back. You might ask, "Would you prefer to hold?" or "Shall I call you back?" If the caller waits, give progress report every 30 seconds or so. This lets the caller know that he/she has not been forgotten. When you return to the line, thank the caller for waiting.

stress

The term stress has become popular with most people have what it takes to clear it. In reviewing the extensive literature on the subject, there are many definitions, some of which dealt with indiscriminately from the perspective of stress as a stimulus, such as response or as a result. Without a theoretical argument on its definition, not be the subject of this paper deals with the stress as the body's adaptive response to various stressors (Hans Selye, 1936).

Alternatively to clarify concepts, uses the term "stress response" when referring to the body's nonspecific response to any demand, and the term "stressor" or "stress" refers to the stimulus or situation that causes a stress response.

At the present time have flourished interactionist theories of stress posed by the stress response is the result of interaction between the characteristics of the individual and the demands of the medium. It is believed that a person is in a stressful situation or when a stressor was to cope with situations involving behavioral demands that it is difficult to implement or satisfy. Ie depends on the demands of the medium as their own resources to deal with it (Lazarus and Folkman, 1984), or moving a little more, the discrepancies between the demands of external or internal, and how the subject perceives that can respond to these demands (Folkman, 1984).

The stress response is an automatic response of the organism to environmental changes, external or internal, which is prepared to face any demands that are generated as a result of the new situation, (Labrador, 1992). Therefore, it is not bad in itself, quite the contrary, facilitates the availability of resources to deal with situations that pose exceptional.

These responses promote the perception of the situation and its demands, faster and more powerful processing of information, enable better solutions and the selection of appropriate behaviors to meet the demands of the situation, preparing the body to act in faster and more vigorous. As they activate large amounts of resources (including increased level of physiological activation, cognitive and behavioral), represents a significant erosion to the body. If it is episodic, there will be no problems because the body has the capacity to recover, if repeated too often, intensity or duration, can cause the occurrence of psychophysiological disorders.

TIPS FOR COPING STRESS

◦ Do not worry about things you can not control, such as climate.


◦ Do something about the things that you can control.


◦ Prepare as best you can for events that you know they can cause stress.


◦ Strive to resolve conflicts with others.


◦ Ask for help from their friends, family or professionals.


◦ Set realistic goals at home and at work.


◦ Exercise.


◦ Meditate.


◦ Leave the daily activities that cause stress in group sports, social events and hobbies.


◦ Try to see change as a positive challenge, not a threat.

STEPS IN THE DEEP BREATHING

Lie on a flat surface.


◦ Place one hand on his stomach, just above the navel. Place your other hand on his chest.


◦ Inhale slowly and try to get your stomach moose.


◦ Exhale slowly and let your stomach go down

THE JOB INTERVIEW

A job interview is a process in which a potential employee is evaluated by an employer for prospective employment in their company, organization, or firm, and was established in the late 16th century

Role
A job interview typically precedes the hiring decision, and is used to evaluate the candidate. The interview is usually preceded by the evaluation of submitted résumés from interested candidates, then selecting a small number of candidates for interviews. The job interview is considered one of the most useful tools for evaluating potential employees. It also demands significant resources from the employer, yet has been demonstrated to be notoriously unreliable in identifying the optimal person for the job.

Multiple rounds of job interviews may be used where there are many candidates or the job is particularly challenging or desirable. Earlier rounds may involve fewer staff from the employers and will typically be much shorter and less in-depth. A common initial interview form is the phone interview, a job interview conducted over the telephone. This is especially common when the candidates do not live near the employer and has the advantage of keeping costs low for both sides.

Once all candidates have been interviewed, the employer typically selects the most desirable candidate and begins the negotiation of a job offer.


Preparation
It is very important to be well prepared for an interview. According to the University of Delaware's career center, a common reason employers give for not hiring an applicant is the inability of the applicant to fully explain the contents of his or her résumé. Therefore it is paramount to be able to discuss in detail every item listed on one's resume, and if possible to give examples when appropriate. It is also wise to research the company before the interview. To avoid being nervous, the applicant should practice answering difficult questions. Good sources of interview questions can be found by searching the Internet.

Process
A typical job interview has a single candidate meeting with between one and three persons representing the employer; the potential supervisor of the employee is usually involved in the interview process. A larger interview panel will often have a specialized human resources worker. While the meeting can be over in as little as 15 minutes, job interviews usually last less than two hours. The bulk of the job interview will entail the interviewers asking the candidate questions about his or her job history, personality, work style and other factors relevant to the job. The candidate will usually be given a chance to ask any questions at the end of the interview. These questions are strongly encouraged since they allow the interviewee to acquire more information about the job and the company, but they can also demonstrate the candidate's strong interest in them. A candidate should follow up the interview with a thank-you letter, expressing his or her appreciation for the opportunity to meet with the company representative.[1] The thank you letter ensures that the candidate will stay fresh in the interviewer's mind. The primary purpose of the job interview is to assess the candidate's suitability for the job, although the candidate will also be assessing the corporate culture and demands of the job.

Candidates for lower paid and lower skilled positions tend to have much simpler job interviews than do candidates for more prestigious positions. For instance, a lawyer's job interview will be much more demanding than that of a retail cashier. Most job interviews are formal; the larger the firm, the more formal and structured the interview will tend to be. Candidates generally dress slightly better than they would for work, with a suit (called an interview suit) being appropriate for a white-collar job interview.

Additionally, some professions have specific types of job interviews; for performing artists, this is an audition in which the emphasis is placed on the performance ability of the candidate.

In many companies, Assessment Days are increasingly being used, particularly for graduate positions, which may include analysis tasks, group activities, presentation exercises, and Psychometric testing.

Types of Interview

Behavioral interview
A common type of job interview in the modern workplace is the behavioral interview or behavioral event interview. This type of interview is based on the notion that a job candidate's previous behaviors are the best indicators of future performance. In behavioral interviews, the interviewer asks candidates to recall specific instances where they were faced with a set of circumstances, and how they reacted. Typical behavioral interview questions:

"Tell me about a project you worked on where the requirements changed midstream. What did you do?"
"Tell me about a time when you took the lead on a project. What did you do?"
"Describe the worst project you worked on."
"Describe a time you had to work with someone you didn't like."
"Tell me about a time when you had to stick by a decision you had made, even though it made you very unpopular."
"Give us an example of something particularly innovative that you have done that made a difference in the workplace."
"What happened the last time you were late with a project?"
A bad hiring decision nowadays can be immensely expensive for an organization – cost of the hire, training costs, severance pay, loss of productivity, impact on morale, cost of re-hiring, etc. (Gallup international places the cost of a bad hire as being 3.2 times the individual's salary). Structured selection techniques have a better track record of identifying the soundest candidate than the old-style "biographical" interview.

Stress interview
Stress interviews are still in common use. One type of stress interview is where the employer uses a succession of interviewers (one at a time or en masse) whose mission is to intimidate the candidate and keep him/her off-balance. The ostensible purpose of this interview: to find out how the candidate handles stress. Stress interviews might involve testing an applicant's behavior in a busy environment. Questions about handling work overload, dealing with multiple projects, and handling conflict are typical.

Another type of stress interview may involve only a single interviewer who behaves in an uninterested or hostile manner. For example, the interviewer may not make eye contact, may roll his eyes or sigh at the candidate's answers, interrupt, turn his back, take phone calls during the interview, or ask questions in a demeaning or challenging style. The goal is to assess how the interviewee handles pressure or to purposely evoke emotional responses. This technique was also used in research protocols studying Stress and Type A (coronary-prone) Behavior because it would evoke hostility and even changes in blood pressure and heart rate in study subjects. The key to success for the candidate is to de-personalize the process. The interviewer is acting a role, deliberately and calculatedly trying to "rattle the cage." Once the candidate realizes that there is nothing personal behind the interviewer's approach, it is easier to handle the questions with aplomb.

Example stress interview questions:

Sticky situation: "If you caught a colleague cheating on his expenses, what would you do?"
Putting you on the spot: "How do you feel this interview is going?"
Popping the balloon: "(deep sigh) Well, if that's the best answer you can give ... (shakes head) Okay, what about this one ...?"
Oddball question: "What would you change about the design of the hockey stick?"
Doubting your veracity: "I don't feel like we're getting to the heart of the matter here. Start again - tell me what really makes you tick."
Candidates may also be asked to deliver a presentation as part of the selection process. The "Platform Test" method involves having the candidate make a presentation to both the selection panel and other candidates for the same job. This is obviously highly stressful and is therefore useful as a predictor of how the candidate will perform under similar circumstances on the job. Selection processes in academic, training, airline, legal and teaching circles frequently involve presentations of this sort.

Technical Interview
Further information: Microsoft Interview
This kind of interview focuses on problem solving and creativity. The questions aim at your problem-solving skills and likely show your ability and creativity. Sometimes these interviews will be on a computer module with multiple-choice questions.

Telephone Interviews
[2] take place if a recruiter wishes to dwindle down the number of prospective candidates before deciding on a shortlist for face-to-face interviews. They also take place if a job applicant is a significant distance away from the premises of the hiring company such as abroad or in another state.

Body language

Body language is a form of non-verbal communication involving the use of stylized gestures, postures, and physiologic signs which act as cues to other people
technique of 'reading' people is used frequently. For example, the idea of mirroring body language to put people at ease is commonly used in interviews. Mirroring the body language of someone else indicates that they are understood.

Body language signals may have a goal other than communication. Both people would keep this in mind. Observers limit the weight they place on non-verbal cues. Signalers clarify their signals to indicate the biological origin of their actions.

One of the most basic and powerful body-language signals is when a person crosses his or her arms across the chest. This can indicate that a person is putting up an unconscious barrier between themselves and others. It can also indicate that the person's arms are cold which would be clarified by rubbing the arms or huddling. When the overall situation is amicable, it can mean that a person is thinking deeply about what is being discussed. But in a serious or confrontational situation, it can mean that a person is expressing opposition. This is especially so if the person is leaning away from the speaker. A harsh or blank facial expression often indicates outright hostility.
Consistent eye contact can indicate that a person is thinking positively of what the speaker is saying. It can also mean that the other person doesn't trust the speaker enough to "take his eyes off" the speaker. Lack of eye contact can indicate negativity. On the other hand, individuals with anxiety disorders are often unable to make eye contact without discomfort. Eye contact is often a secondary and misleading gesture because we are taught from an early age to make eye contact when speaking. If a person is looking at you but is making the arms-across-chest signal, the eye contact could be indicative that something is bothering the person, and that he wants to talk about it. Or if while making direct eye contact a person is fiddling with something, even while directly looking at you, it could indicate the attention is elsewhere. Also there are three standard areas that a person will look which represent different states of being. If the person looks from one eye to the other then to the forehead it is a sign that they are taking an authoritative position. If they move from one eye to the other then to the nose, that signals that they are engaging in what they consider to be a "level conversation" with neither party holding superiority. The last case is from one eye to the other and then down to the lips. This is a strong indication of romantic feelings.
Disbelief is often indicated by averted gaze, or by touching the ear or scratching the chin. When a person is not being convinced by what someone is saying, the attention invariably wanders, and the eyes will stare away for an extended period.[1]
Boredom is indicated by the head tilting to one side, or by the eyes looking straight at the speaker but becoming slightly unfocused. A head tilt may also indicate a sore neck or Amblyopia, and unfocused eyes may indicate ocular problems in the listener.
Interest can be indicated through posture or extended eye contact.
Deceit or the act of withholding information can sometimes be indicated by touching the face during conversation. Excessive blinking is a well-known indicator of someone who is lying.
It should be noted that some people (e.g., people with certain disabilities, or those on the autistic spectrum) use and understand body language differently, or not at all. Interpreting their gestures and facial expressions (or lack thereof) in the context of normal body language usually leads to misunderstandings and misinterpretations (especially if body language is given priority over spoken language). It should also be stated that people from different cultures can interpret body language in different ways.

DOCUMENTS

This is the letterhead - the sender's company and address
(Esta es la cabecera de la carta - la empresa y dirección del remitente)
Date (fecha)

14th July 2001
Addresser's full name, title and address here. (nombre, cargo y dirección del receptor de la carta)
MRS. A.J. Hill
Export manager
Siemens
14, Regent Street
1489 LONDON

caso A
Dear Sir / Madam (cuando nos dirigimos a una persona)
Dear Sirs, (cuando nos dirigimos a una empresa en general)

caso B
Dear Mr./ Mrs. Lopez,

Body of the letter (cuerpo de la carta)

This is to inform you that...
May I take this opportunity to enclose our latest list of prices...

En las cartas comerciales no usamos: formas cortas (I'm, you've, She'd...), exclamaciones, question tags o palabras o expresiones que sean informales.
Closing I

Ejemplo: I look forward to hearing from you soon,
Closing II

Yours faithfully, despedida para el caso A
Yours sincerely, despedida para el caso B
signature (firma)

Sender's name (nombre del remitente)
Sender's title (cargo del remitente)

Office

Directorate-up of the director general and deputy directors, managers and assistant.
Administration-are responsible for much of the logistics, and there are different types of management, such as administration finacniera or generarl. Usually takes care of the paperwork, accounts, numbers, etc., coordinating with other departments of the company.
Human Resources is responsible for training staff, hiring new staff or who is low on staff.
Advertising-sometimes the company goes to another company solely devoted to advertising, but other companies have their own advertising department. Publicize and promote the products or services they sell.
Production is usually the part that holds the largest number of employees as responsible for the manufacture of products offered to the public. is the department that prepares each product they sell.
Quality control department is responsible for verifying that the products and services the company offers meets the quality standards that are offered. Tests on products and client survey occasions. as it detects a problem with any of the products it brings to the production department and collaborates with it to repair the error.
Sales-sell, of course, products and services offered, is linked to the advertising department. It has agents specializing in the analysis of that type of customer they want to sell and succeed. addition to the sales executives who conduct the sale itself.
Purchasing Department, other departments solucitudes send the material you need to buy, ranging from stationery, commodities, securities or real estate to contracting for services, then this department handing the acquired products to departments upon request.
We hope that you serve.

FUTURE TENCE

In grammar, the future tense is a verb form that marks the event described by the verb as not having happened yet, but expected to happen in the future (in an absolute tense system), or to happen subsequent to some other event, whether that is past, present, or future (in a relative tense system).

Expressions of future tense

Languages can employ various strategies to convey future tense meaning. The concept of the future, necessarily uncertain and at varying distances ahead means that the speaker may express the future in terms of probability, intent The auxiliary+verb sequence can eventually become grammaticalized into a single word form, leading to reanalysis as a simple future tense. This is in fact the origin of the future tense in Western Romance languages like Italian (see below).

In some languages, there is no special morphological or syntactic indication of future tense, and future meaning is supplied by the context, for example by the use of temporal adverbs like "later", "next year", etc. Such adverbs (in particular words meaning "tomorrow" and "then") can also develop into grammaticalized future tense markers.

A given language can exhibit more than one strategy for expressing future tense. In addition, the verb forms used for the future tense can also be used to express other types of meaning. For example, the auxiliary werden "become" is used for both the future tense and the passive voice in German.

Germanic Languages

In Germanic languages, including English, the usual expression of the future is using the present tense, with the futurity expressed using words that imply future action ("'I go' or 'I am going' to Berlin tomorrow."). There is no simple future tense as such.

However, the languages of the Germanic family can also express the future by employing an auxiliary construction that combines certain present tense verbs with the simple infinitive (stem) of the verb which represents the true action of the sentence. These auxiliary forms vary between the languages.

Other, generally more informal, expressions of futurity use an auxiliary with the compound infinitive of the main verb.

The most common auxiliary verbs used to express futurity are:

shall (and its subjunctive should). This implies obligation or determined intent when used in the second person and its plural, and implies a simple future meaning in the first and third.
will (and its subjunctive form would). This implies wish or intent for the future, other than in the first and third person, in which it implies obligation or determined intent. Otherwise, it is used as the most neutral form and it is the most commonly used.
A dialectical form in Northern England is:

mun, derived from Old Norse, which implies obligation.
In all dialects of spoken English "shall" and "will" are commonly elided into 'll ("I'll go" could be either "I will go" or "I shall go") so that the differences between the two have been worn down.

English also uses can, may and must in a similar way.

"Should" (the subjunctive form of shall in this context) implies obligation or commitment to the action contemplated.
"Can" implies the ability to commit the action but does not presuppose obligation or firm commitment to the action.
"May" expresses the least sense of commitment and is the most permissive; it is also a verb used in the auxiliary construction that suggests conditionality.
"Must," by contrast, expresses the highest degree of obligation and commitment ("I must go") and is temporally nearest to present time in its expression of futurity ("I must go now.")
To wit:

I shall/will go
I should go
I can go
I may go
I must go
To express futurity in the negative, a negative adverb - such as "not" or "never" is inserted after the auxiliary verb, as in all other auxiliary constructions.

I shall/will not go
I should never go
I cannot go
I may never go
I must not go
In all of these, action within a future range of time is contemplated. However, in all cases, the sentences are actually voiced in the present tense, since there is no proper future tense in English. It is the implication of futurity that makes these present tense auxiliary constructions amount to a compound future quasi-tense.

An additional form of expressing the future is "I am going to...".

This reality, that expression of futurity in English is a function of the present tense, is born out by the ability to negate the implication of futurity without making any change to the auxiliary construction. When a verbal construction that suggests futurity (such as "I shall go") is subsequently followed by information that establishes a condition or presupposition, or the active verb stem itself contradicts a future indicative application of the construction, then any sense of future tense is negated - especially when the auxiliary will is used within its literal meaning, which is to voluntarily 'will' an action. For example:

Person A says: "You will go now. You will not stay."
Person B answers: "I shall go nowhere. I will stay."
The second 'will', in B's response, is not only expressing volition here but is being used in contradistinction to the usual first person 'shall' in order to achieve emphasis. Similarly, in the case of the second and third persons, 'will' operates with 'shall' in reverse.

For example:

A: Will he be at the café at six o'clock?
B: He will be there. [Normal affirmation]
HOWEVER, B: He shall be there. [Stresses that this is not the usual pattern that was previously established or to be expected (Last time he was late or did not show up)]

Additional auxiliary constructions used to express futurity are labelled as follows:

Future Continuous: Auxiliary + Verb Stem + Present Participle

I shall/will be going
You will be singing
He will be sleeping
We may be coming
They may be travelling
It will be snowing when Nancy arrives
It will not be raining when Josie leaves
Future Perfect: Auxiliary + Verb Stem + Past Participle

I shall/will be gone
You will have sung
He will have slept
We may have come ("We may be come" can still be used poetically, but it is obsolete in speech)
They may have travelled
It will have snowed
It will not have rained
Future Perfect Habitual (or Future Perfect Continuous): Auxiliary + Verb Stem + Past Participle + Present Participle

I shall/will have been going
You will have been singing
He will have been sleeping
We may have been coming
They may have been travelling
It will have been snowing
It will not have been raining

German
German uses only one auxiliary for the future:

werden (which on its own means "to become").
There is no compound infinitive in German so the main verb after werden is a simple infinitive. The infinitive main verb is placed at the end of the sentence, however long it may be.




Icelandic and Old Norse


Icelandic derives from Old Norse and indeed is scarcely changed from it in the written form. Icelandic uses the auxiliaries:

munu expressing a probable future
skulu (shall) implying obligation or determination.
It is believed that in Old Norse munu expressed the pure future, skulu expressed obligation or determination as it still does, and a third auxiliary, vilja ("will"), expressed will or intent.

A common auxiliary expression of the future, which takes the compound infinitive, is:

ætla expressing intention.
(So "Ég ætla að koma"; I will come)

MODAL AUXILIAR VERBS

In the English language, a modal verb is an auxiliary verb that can be used to change the grammatical mood of a sentence. The key way to identify a modal verb is by its defectiveness (they have neither participles nor infinitives).

The modal verbs in English are as follows, paired as present and preterite forms:

shall and should
will and would
may and might
can and could
mote (Archaic) and must
The following are not modal verbs but may be used for a similar purpose:

ought to and had better
used to
dare and need (Archaic use)
do
going to
Although historically referring to past time, the preterite forms have come to be used in many cases with no such meaning.