Assignment
Scenario
As a security administrator for Always Fresh, you have been instructed to ensure that Windows authentication, networking, and data access are hardened. This will help to provide a high level of security.
The following are issues to be addressed through hardening techniques:
1. Previous attempts to protect user accounts have resulted in users writing long passwords down and placing them near their workstations. Users should not write down passwords or create passwords that attackers could easily guess, such as words founds in the dictionary.
2. Every user, regardless of role, must have at least one unique user account. A user who operates in multiple roles may have multiple unique user accounts. Users should use the account for its intended role only.
3. Anonymous users of the web server applications should only be able to access servers located in the demilitarized zone (DMZ). No anonymous web application users should be able to access any protected resources in the Always Fresh IT infrastructure.
4. To protect servers from attack, each server should authenticate connections based on the source computer and user.
Tasks
Create a summary report to management that describes a hardening technique that addresses each issue listed above. Provide rationale for each selection.
Assignment Submission Requirements
Format: Microsoft Word (or compatible)
Font: Arial, size 12, double-space
Citation Style: APA
Length: At least 3 pages
References: At least 4 credible scholarly references
No plagiarism
1 Published by: CCCOnline ccco.desire2learn.org
MAR160 Module1 Exploration:
Basic Consumer Needs
Introducing the Cast
Meet Janie. She’s the star of this exploration. Janie just finished her Associates
Degree and is eager to get work work before deciding on continuing on to her
Bachelor’s Degree.
Janie was just hired at Northside Medical Center as a receptionist and while she’s got
great people skills, she still feels she has much to learn.
Follow Janie in this scenario and watch her as she works with a software company
representative at her new job. So click NEXT if you are ready to get started.
2 Published by: CCCOnline ccco.desire2learn.org
Instructions
1.Each of the five scenes below shows Janie in various customer situations.
2. Each scene includes a knowledge check for you to determine whether you
understand the basic needs of customers.
3. Click the customer icon in the bottom left to review the 5 Basic Customer Needs.
4. Click a scene when you are ready to begin.
Consumer Needs
Service: Customers expect the service that they think is appropriate for the level of
purchase that they are making. A small, spontaneous purchase may have a smaller
service need than a larger purchase that has been carefully planned and researched.
Price: The cost of everything we purchase is becoming more and more important.
3 Published by: CCCOnline ccco.desire2learn.org
People and businesses want ...
1 Published by CCCOnline ccco.desire2learn.org MAR160 Mod.docxteresehearn
1 Published by: CCCOnline ccco.desire2learn.org
MAR160 Module1 Exploration:
Basic Consumer Needs
Introducing the Cast
Meet Janie. She’s the star of this exploration. Janie just finished her Associates
Degree and is eager to get work work before deciding on continuing on to her
Bachelor’s Degree.
Janie was just hired at Northside Medical Center as a receptionist and while she’s got
great people skills, she still feels she has much to learn.
Follow Janie in this scenario and watch her as she works with a software company
representative at her new job. So click NEXT if you are ready to get started.
2 Published by: CCCOnline ccco.desire2learn.org
Instructions
1.Each of the five scenes below shows Janie in various customer situations.
2. Each scene includes a knowledge check for you to determine whether you
understand the basic needs of customers.
3. Click the customer icon in the bottom left to review the 5 Basic Customer Needs.
4. Click a scene when you are ready to begin.
Consumer Needs
Service: Customers expect the service that they think is appropriate for the level of
purchase that they are making. A small, spontaneous purchase may have a smaller
service need than a larger purchase that has been carefully planned and researched.
Price: The cost of everything we purchase is becoming more and more important.
3 Published by: CCCOnline ccco.desire2learn.org
People and businesses want to use their financial resources as efficiently as possible.
Many products previously considered unique are now considered commodities. This
means that while a consumer previously had to travel to the local hamburger
restaurant to purchase a hamburger, now one can be acquired at many other
locations. This makes the component of price even more important to the customer.
Quality: Americans are less likely today to think of their purchases as throw-away
items. Customers want the products that they purchase to be durable and functional
until the customer decides to replace them. This requirement of quality mandates
that manufacturers and distributors produce products that live up to the customers’
expectations of durability. Customers are much less likely to question price if they
are doing business with a company that has a reputation for producing a high quality
product.
Action: Customers need action when a problem or question arises. Many companies
offer toll-free customer assistance telephone lines, flexible return policies, and
customer carryout services in response to the need for action. Customers are human
beings and like to think that they are an important priority and that when a need or
question arises someone will be ready and waiting to help them.
Appreciation: Customers need to know that we appreciate their business. Customer
service providers can convey this appreciation in many appropriate ways. Saying
“thank you” to the customer through our words and actions is a .
This document provides guidance on developing a powerful and persuasive marketing message. It discusses conducting research by interviewing existing clients to understand their problems, needs, buying criteria, and the benefits experienced. The interviews aim to uncover the unique value proposition to define why customers should trust the company. The document also covers analyzing competitors and identifying one's own strengths in areas like quality, price, service, guarantees, and innovation to develop a unique selling proposition.
The document discusses the Additional Services tool on JustAnswer that allows professionals to offer additional paid services to customers, such as phone calls, video chats, or remote assistance. It provides guidance on how to use the tool, including highlighting the complexity of problems to customers, explaining the offer, and making the offer both informally and then formally through the tool. Tips are provided around pricing offers, ensuring trust and safety, and tools that can be used for off-site work.
How One Delightfully Simple Plugin Can Boost 3 Crucial Customer Support MetricsChargebee
Here's a peek into Chargebee's Support Plugin that conveniently improves your support team's critical performance metrics like Response Time and Resolution Time.
Chime is an online bank that aims to serve lower and fixed income customers by avoiding fees. The summary analyzes Chime's customer acquisition funnel and onboarding user experience, identifying opportunities for improvement like clarifying approval status and reducing confusion. Key takeaways include focusing the experience for a specific persona, only including necessary onboarding items, and eliminating confusion to improve the user's perception.
How to Leverage the Power of Customer Experience AnalyticsPeopleMetrics
The document discusses how to leverage customer experience analytics to drive improvement. It begins with an overview of key questions, including defining customer experience, how improvement can drive growth, whether banking experience is improving, and how to use analytics. It then provides examples of a bank that used analytics to deepen customer understanding through segmentation and identify experience drivers. The bank also used daily feedback to repair issues and innovate based on feedback. The document concludes that focusing on customer experience distinguishes growth banks by emphasizing listening to feedback and being disciplined in customer-centric decision making.
Do you suspect problems with your customer experience because usage has dropped? Have you heard from customers that your processes aren't user-friendly, consistent, or reliable? Use a market research technique called Customer Experience Mapping to help you understand how your customers interact with your processes.
The webinar is presented by Kathryn Stevens, Client Services Director at Hansa GCR. It covers:
- Process understanding and process preference
- Rational and emotional reactions to customer experience
- The infrastructure, process, and outcomes of the Experience Mapping approach
The Experience Mapping webinar/PPT also includes a detailed case study example using this method. Watch and learn how to unlock the gateway to your customer mindset.
Don't miss our next free webinar. Register here: http://hub.am/XwTIKo
www.HansaMarketing.com
@Hansa_Tweets
1 Published by CCCOnline ccco.desire2learn.org MAR160 Mod.docxteresehearn
1 Published by: CCCOnline ccco.desire2learn.org
MAR160 Module1 Exploration:
Basic Consumer Needs
Introducing the Cast
Meet Janie. She’s the star of this exploration. Janie just finished her Associates
Degree and is eager to get work work before deciding on continuing on to her
Bachelor’s Degree.
Janie was just hired at Northside Medical Center as a receptionist and while she’s got
great people skills, she still feels she has much to learn.
Follow Janie in this scenario and watch her as she works with a software company
representative at her new job. So click NEXT if you are ready to get started.
2 Published by: CCCOnline ccco.desire2learn.org
Instructions
1.Each of the five scenes below shows Janie in various customer situations.
2. Each scene includes a knowledge check for you to determine whether you
understand the basic needs of customers.
3. Click the customer icon in the bottom left to review the 5 Basic Customer Needs.
4. Click a scene when you are ready to begin.
Consumer Needs
Service: Customers expect the service that they think is appropriate for the level of
purchase that they are making. A small, spontaneous purchase may have a smaller
service need than a larger purchase that has been carefully planned and researched.
Price: The cost of everything we purchase is becoming more and more important.
3 Published by: CCCOnline ccco.desire2learn.org
People and businesses want to use their financial resources as efficiently as possible.
Many products previously considered unique are now considered commodities. This
means that while a consumer previously had to travel to the local hamburger
restaurant to purchase a hamburger, now one can be acquired at many other
locations. This makes the component of price even more important to the customer.
Quality: Americans are less likely today to think of their purchases as throw-away
items. Customers want the products that they purchase to be durable and functional
until the customer decides to replace them. This requirement of quality mandates
that manufacturers and distributors produce products that live up to the customers’
expectations of durability. Customers are much less likely to question price if they
are doing business with a company that has a reputation for producing a high quality
product.
Action: Customers need action when a problem or question arises. Many companies
offer toll-free customer assistance telephone lines, flexible return policies, and
customer carryout services in response to the need for action. Customers are human
beings and like to think that they are an important priority and that when a need or
question arises someone will be ready and waiting to help them.
Appreciation: Customers need to know that we appreciate their business. Customer
service providers can convey this appreciation in many appropriate ways. Saying
“thank you” to the customer through our words and actions is a .
This document provides guidance on developing a powerful and persuasive marketing message. It discusses conducting research by interviewing existing clients to understand their problems, needs, buying criteria, and the benefits experienced. The interviews aim to uncover the unique value proposition to define why customers should trust the company. The document also covers analyzing competitors and identifying one's own strengths in areas like quality, price, service, guarantees, and innovation to develop a unique selling proposition.
The document discusses the Additional Services tool on JustAnswer that allows professionals to offer additional paid services to customers, such as phone calls, video chats, or remote assistance. It provides guidance on how to use the tool, including highlighting the complexity of problems to customers, explaining the offer, and making the offer both informally and then formally through the tool. Tips are provided around pricing offers, ensuring trust and safety, and tools that can be used for off-site work.
How One Delightfully Simple Plugin Can Boost 3 Crucial Customer Support MetricsChargebee
Here's a peek into Chargebee's Support Plugin that conveniently improves your support team's critical performance metrics like Response Time and Resolution Time.
Chime is an online bank that aims to serve lower and fixed income customers by avoiding fees. The summary analyzes Chime's customer acquisition funnel and onboarding user experience, identifying opportunities for improvement like clarifying approval status and reducing confusion. Key takeaways include focusing the experience for a specific persona, only including necessary onboarding items, and eliminating confusion to improve the user's perception.
How to Leverage the Power of Customer Experience AnalyticsPeopleMetrics
The document discusses how to leverage customer experience analytics to drive improvement. It begins with an overview of key questions, including defining customer experience, how improvement can drive growth, whether banking experience is improving, and how to use analytics. It then provides examples of a bank that used analytics to deepen customer understanding through segmentation and identify experience drivers. The bank also used daily feedback to repair issues and innovate based on feedback. The document concludes that focusing on customer experience distinguishes growth banks by emphasizing listening to feedback and being disciplined in customer-centric decision making.
Do you suspect problems with your customer experience because usage has dropped? Have you heard from customers that your processes aren't user-friendly, consistent, or reliable? Use a market research technique called Customer Experience Mapping to help you understand how your customers interact with your processes.
The webinar is presented by Kathryn Stevens, Client Services Director at Hansa GCR. It covers:
- Process understanding and process preference
- Rational and emotional reactions to customer experience
- The infrastructure, process, and outcomes of the Experience Mapping approach
The Experience Mapping webinar/PPT also includes a detailed case study example using this method. Watch and learn how to unlock the gateway to your customer mindset.
Don't miss our next free webinar. Register here: http://hub.am/XwTIKo
www.HansaMarketing.com
@Hansa_Tweets
How to Go Above and Beyond Customer Service, Superhero StyleDesk
In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
This document provides guidance on customer service skills for handling calls at Wintec's IT Helpdesk. It discusses the importance of customer service and outlines best practices for building rapport, handling different customer types, demonstrating empathy and sympathy, maintaining call quality, and providing a great customer experience. The key aspects covered include understanding the customer perspective, resolving issues on calls, reading between the lines to address unstated needs, keeping customers informed during calls, and using a positive tone to reassure customers.
Why customer complaints are good for your businessSalesBabuCRM
Dealing with a problem is a way to learn customer complaints and give real time problem solving ability to new and inexperienced service agents. Many complaints are very useful to shape the staff training process and methodology.
10 Effective Ways to Collect Customer FeedbacksTentacle Cloud
Feedback are significant to understand what customers love about your product and how you could enhance their experience. It guides and informs your decision-making and influences your product roadmap. It is also very important for evaluating customer satisfaction among your current customers.
http://www.tentaclecloud.com/signup.php
The document provides an overview of the automobile industry in India and customer satisfaction. It discusses the importance of customer satisfaction and maintaining close relationships with customers. It then lists 7 tips for providing good customer service: 1) Encourage face-to-face interactions; 2) Respond promptly and keep customers informed; 3) Be friendly and approachable; 4) Have a clear customer service policy; 5) Provide attention to detail with small gestures; 6) Anticipate customer needs and go out of your way to help; 7) Honor your promises. The document also includes sections on the scope, need, objectives and research methodology of a study on customer satisfaction of Hero MotoCorp customers.
This document contains a student's assignment submission for a course on management of services. The assignment discusses various customer service experiences and expectations. It includes exercises analyzing service quality, recovery experiences, and survey design for a new service. The submission demonstrates an understanding of key customer service concepts like desired vs adequate expectations, service intensifiers, and the five dimensions of service quality.
Here's my collection of Marketing & Product Management best practices, appropriate to B2B tech companies. Would love to hear from comments and suggested improvements and additions!
Emotional engagement: The magic ingredient in any customer experienceMary Brodie
This document discusses how to emotionally engage customers through understanding their perspective and problems. It recommends identifying customer characteristics, understanding the problem they want to solve and how the company's solution helps, determining what motivates action, and creating a vision of improved life with the solution. Storytelling using customer emotions can help potential customers envision positive change. The goal is to transition from just creating products to solving problems and changing lives through a community relationship between companies and customers.
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLEScharles ukaumune
1. Customer service should focus on understanding customer values and providing exceptional service beyond expectations.
2. Top-down commitment from management is essential to set the proper tone for frontline staff.
3. Companies must implement specific service standards, reward good employee performance, invest in complaint resolution, and train staff.
4. Understanding who the most profitable customers are and building loyalty among them will help strengthen the business.
The One Facebook Ads Platform That Allowed Me to Sell $105k of High End Coach...Hung Le
Connect with me @ https://manychat.com/l4/TheHungLeFan
Original Presentation @ https://www.youtube.com/watch?v=GEDM6exrcJA .
Presentation title:“The ONE Facebook Ads Platform That Allowed Me to Sell $105k of High End Coaching and Consulting Services in Less than 7 Days Without Building a Single Landing Page”
Slideshare: https://www.slideshare.net/HungLeStrategyCoachC/the-one-facebook-ads-platform-that-allowed-me-to-sell-105k-of-high-end-coaching-and-consulting-services-in-less-than-7-days-without-building-a-single-landing-page
P.s. looking to add $1M or more to your business in 12 months or less? Then let's connect via messenger @ https://manychat.com/l4/TheHungLeFan
Original YouTube watch link:
https://www.youtube.com/watch?v=GEDM6exrcJA
Website: www.ParetoProfits.com
LinkedIn: https://www.linkedin.com/in/hunglelinkedin/
As one of the top 3-5 global experts on this topic, find out why Xerox, IBM, Royal Bank of Scotland Group, Irish Life, Ralston Purina and a host of other well known organisations around the globe have chosen to us this 'best practise' approach to complaints and enquiry management
Worried about growing too fast? Think that your growth will inhibit the quality of your relationships? Check out this deck then - it'll give you a fresh perspective so you can grow while remaining authentic.
See more at http://lifeinsixth.com
The document discusses the importance of customer service standards when choosing a fulfillment company. It recommends looking for 7 key customer service standards: call center certifications, support reliability, customer loyalty, personal connection, a "can do" attitude, courteous and professional care, and clear communication. It provides details on each standard and notes that the fulfillment company USA Fulfillment meets all of these standards and was certified by a customer service organization.
How to toughing + improve your service b2b marketing 101Emmanuel Omikunle
The document discusses the challenges facing service businesses in B2B marketing. It notes that the competitive environment has intensified, with more disruption, options for buyers, and information overload. Buyers now have more power in the relationship and are harder to reach. They carefully research options, consider multiple stakeholders' opinions, and want to fully understand solutions before committing. Service providers must differentiate themselves, deeply understand buyers' needs and industries, and work hard to build trust amid constant doubt and competition seeking buyers' attention. Success requires agility, optimizing all aspects of the customer experience, and acknowledging challenges transparently rather than overpromising.
The document discusses the importance of customer service for businesses. It notes that customers are essential for business survival and that customer service refers to any actions that enhance the customer experience. Excellent customer service is crucial for creating new customers, retaining existing customers, and generating referrals. Some key aspects of good customer service include listening to customers, addressing their needs, and providing a positive experience at all points of interaction. Customer satisfaction depends on meeting expectations and creating a pleasant overall impression. The document outlines different types of customers, their needs, and steps to providing excellent ongoing customer service.
This document discusses key aspects of providing high quality client service. It defines quality service as meeting or exceeding client expectations, which are based on the solutions and feelings clients get from a service, not the service provider's intentions. It emphasizes that clients pay for value and usefulness, not cost or difficulty. It also outlines steps to understand clients, manage expectations, communicate effectively, solve problems, and maintain relationships to earn positive feedback and loyalty. Overall, the document stresses focusing on clients' perspectives and needs to consistently deliver a quality experience.
This document discusses best practices for handling customers over email. It emphasizes the importance of understanding customer psychology and providing excellent customer service to increase satisfaction and retention. Some key tips include acknowledging customer feelings, finding resolutions to complaints, providing updates on support requests to avoid unnecessary follow-ups, and leaving communication open-ended to ensure issues are fully resolved.
Prior to beginning work on this discussion read Hill (2013) Partn.docxarleanemlerpj
Prior to beginning work on this discussion read Hill (2013) “Partnering with a Purpose: Psychologists as Advocates in Organizations,” Cohen, Lee, & McIlwraith (2012) “The Psychology of Advocacy and the Advocacy of Psychology,” Heinowitz, et al. (2012) “Identifying Perceived Personal Barriers to Public Policy Advocacy within Psychology,” Lewis, Ratts, Paladino, & Toporek (2011) “Social Justice Counseling and Advocacy: Developing New Leadership Roles and Competencies,” and Fox (2008) “Advocacy: The Key to the Survival and Growth of Professional Psychology” articles.
For this discussion, you will compare the various professional activities common to clinical and counseling psychologists and assume the role of an advocate for a client in one of the case studies from
Case Studies in Abnormal Psychology
(Gorenstein & Comer, 2015)
.
Select a case study that has not been covered in this course or in the PSY645 course, and identify systemic barriers, sociopolitical factors, and multicultural issues impacting the client at the micro, meso, exo, and/or macro levels. Develop an action plan that outlines how you might advocate for the client at each appropriate level of the ecological model. Identify two potential partnerships that you would establish in order to support your client and those like him or her outside of the therapeutic environment.
.
Principalism, especially in the context of bioethics in the United S.docxarleanemlerpj
Principalism, especially in the context of bioethics in the United States, has often been critiqued for raising the principle of autonomy to the highest place, such that it trumps all other principles or values. How would you rank the importance of each of the four principles? How do you believe they would be ordered in the context of the Christian biblical narrative? Refer to the lecture and topic readings in your response.
I NEED YOU TO ANSWER THE DISCUSSION QUESTION, 350 WORDS NEEDED AND 2 REFERENCES PLEASE
.
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In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
This document provides guidance on customer service skills for handling calls at Wintec's IT Helpdesk. It discusses the importance of customer service and outlines best practices for building rapport, handling different customer types, demonstrating empathy and sympathy, maintaining call quality, and providing a great customer experience. The key aspects covered include understanding the customer perspective, resolving issues on calls, reading between the lines to address unstated needs, keeping customers informed during calls, and using a positive tone to reassure customers.
Why customer complaints are good for your businessSalesBabuCRM
Dealing with a problem is a way to learn customer complaints and give real time problem solving ability to new and inexperienced service agents. Many complaints are very useful to shape the staff training process and methodology.
10 Effective Ways to Collect Customer FeedbacksTentacle Cloud
Feedback are significant to understand what customers love about your product and how you could enhance their experience. It guides and informs your decision-making and influences your product roadmap. It is also very important for evaluating customer satisfaction among your current customers.
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The document provides an overview of the automobile industry in India and customer satisfaction. It discusses the importance of customer satisfaction and maintaining close relationships with customers. It then lists 7 tips for providing good customer service: 1) Encourage face-to-face interactions; 2) Respond promptly and keep customers informed; 3) Be friendly and approachable; 4) Have a clear customer service policy; 5) Provide attention to detail with small gestures; 6) Anticipate customer needs and go out of your way to help; 7) Honor your promises. The document also includes sections on the scope, need, objectives and research methodology of a study on customer satisfaction of Hero MotoCorp customers.
This document contains a student's assignment submission for a course on management of services. The assignment discusses various customer service experiences and expectations. It includes exercises analyzing service quality, recovery experiences, and survey design for a new service. The submission demonstrates an understanding of key customer service concepts like desired vs adequate expectations, service intensifiers, and the five dimensions of service quality.
Here's my collection of Marketing & Product Management best practices, appropriate to B2B tech companies. Would love to hear from comments and suggested improvements and additions!
Emotional engagement: The magic ingredient in any customer experienceMary Brodie
This document discusses how to emotionally engage customers through understanding their perspective and problems. It recommends identifying customer characteristics, understanding the problem they want to solve and how the company's solution helps, determining what motivates action, and creating a vision of improved life with the solution. Storytelling using customer emotions can help potential customers envision positive change. The goal is to transition from just creating products to solving problems and changing lives through a community relationship between companies and customers.
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLEScharles ukaumune
1. Customer service should focus on understanding customer values and providing exceptional service beyond expectations.
2. Top-down commitment from management is essential to set the proper tone for frontline staff.
3. Companies must implement specific service standards, reward good employee performance, invest in complaint resolution, and train staff.
4. Understanding who the most profitable customers are and building loyalty among them will help strengthen the business.
The One Facebook Ads Platform That Allowed Me to Sell $105k of High End Coach...Hung Le
Connect with me @ https://manychat.com/l4/TheHungLeFan
Original Presentation @ https://www.youtube.com/watch?v=GEDM6exrcJA .
Presentation title:“The ONE Facebook Ads Platform That Allowed Me to Sell $105k of High End Coaching and Consulting Services in Less than 7 Days Without Building a Single Landing Page”
Slideshare: https://www.slideshare.net/HungLeStrategyCoachC/the-one-facebook-ads-platform-that-allowed-me-to-sell-105k-of-high-end-coaching-and-consulting-services-in-less-than-7-days-without-building-a-single-landing-page
P.s. looking to add $1M or more to your business in 12 months or less? Then let's connect via messenger @ https://manychat.com/l4/TheHungLeFan
Original YouTube watch link:
https://www.youtube.com/watch?v=GEDM6exrcJA
Website: www.ParetoProfits.com
LinkedIn: https://www.linkedin.com/in/hunglelinkedin/
As one of the top 3-5 global experts on this topic, find out why Xerox, IBM, Royal Bank of Scotland Group, Irish Life, Ralston Purina and a host of other well known organisations around the globe have chosen to us this 'best practise' approach to complaints and enquiry management
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The document discusses the importance of customer service standards when choosing a fulfillment company. It recommends looking for 7 key customer service standards: call center certifications, support reliability, customer loyalty, personal connection, a "can do" attitude, courteous and professional care, and clear communication. It provides details on each standard and notes that the fulfillment company USA Fulfillment meets all of these standards and was certified by a customer service organization.
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This document discusses key aspects of providing high quality client service. It defines quality service as meeting or exceeding client expectations, which are based on the solutions and feelings clients get from a service, not the service provider's intentions. It emphasizes that clients pay for value and usefulness, not cost or difficulty. It also outlines steps to understand clients, manage expectations, communicate effectively, solve problems, and maintain relationships to earn positive feedback and loyalty. Overall, the document stresses focusing on clients' perspectives and needs to consistently deliver a quality experience.
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For this discussion, you will compare the various professional activities common to clinical and counseling psychologists and assume the role of an advocate for a client in one of the case studies from
Case Studies in Abnormal Psychology
(Gorenstein & Comer, 2015)
.
Select a case study that has not been covered in this course or in the PSY645 course, and identify systemic barriers, sociopolitical factors, and multicultural issues impacting the client at the micro, meso, exo, and/or macro levels. Develop an action plan that outlines how you might advocate for the client at each appropriate level of the ecological model. Identify two potential partnerships that you would establish in order to support your client and those like him or her outside of the therapeutic environment.
.
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Principalism, especially in the context of bioethics in the United States, has often been critiqued for raising the principle of autonomy to the highest place, such that it trumps all other principles or values. How would you rank the importance of each of the four principles? How do you believe they would be ordered in the context of the Christian biblical narrative? Refer to the lecture and topic readings in your response.
I NEED YOU TO ANSWER THE DISCUSSION QUESTION, 350 WORDS NEEDED AND 2 REFERENCES PLEASE
.
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Principles of Investigative Psychology
Over the last two hundred years, criminal investigations have become progressively more sophisticated and are based on solid scientific principles. Psychologists involved in analysis of the personality and behavioral characteristics of an offender have made significant contributions to the understanding of a crime and its perpetrator.
Using the module readings and the Argosy University online library resources, research the main principles of investigative psychology.
Respond to the following:
Identify and describe the main principles of investigative psychology.
Describe criminal investigation from a historical perspective, emphasizing the contribution of psychology to this field.
Explain the origins of offender profiling and the reasons some profiling attempts, such as physiognomy, have failed while others, such as behavioral analysis, have been successful.
Identify the different components of an investigative cycle.
Explain the differences between the scientific method of data collection and the scientific method of evidence collection and the differences between the inductive process and the deductive process.
300 words APA
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*Princess cruise line history & overview
- When the cruise line began
- How it began
- The original concept
* Number of ships in their fleet
1 page or less , 12 point font., double spaced
Due this tuesday 4/11 or earlier so I can prepare to present it in class :)
.
Primary Task Response Within the Discussion Board area, write 300.docxarleanemlerpj
Primary Task Response:
Within the Discussion Board area, write 300–500 words that respond to the following questions with your thoughts, ideas, and comments.
Part A:
Define the following:
Liberty
Equality
Democracy
Explain and express in your own words what liberty and equality mean to you.
Part B:
Locate a definition of
political science
that you like, and in your Discussion Board post, explain why you favor it.
Select a founder of political thought from the list below. Explain why you chose this particular founder. Summarize the founder's basic ideas.
Plato
Aristotle
Thomas Hobbes
Niccolo Machiavelli
Thomas Jefferson
James Madison
John Stuart Mill
Tecumseh
Chico Mendes
Friedrich Nietzsche
Kurt Vonnegut
.
Primary Discussion Response is due by Friday.Primary Task .docxarleanemlerpj
Primary Discussion Response is due by Friday.
Primary Task Response:
Within the Discussion Board area, write 500–700 words that respond to the following questions with your thoughts, ideas, and comments. This will be
the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas.
Health care is a dynamic and diverse environment. Health care professionals and patients come from a wide variety of backgrounds and cultures. It is important that health care leaders possess interpersonal and communication skills to influence and enhance the delivery of quality health care. Based upon the combination of your own personal experiences and research, respond to the following:
Why is it important for health care leaders to have and exhibit good interpersonal or people and communication skills?
Identify and discuss 3 interpersonal or people skills that you feel are required of health care leaders.
How can leaders improve their interpersonal skills?
Support your writing with at least 2 scholarly sources.
.
Primary Discussion Response is due by Friday (115959pm Central).docxarleanemlerpj
Primary Discussion Response is due by Friday (11:59:59pm Central)
Primary Task Response:
Within the Discussion Board area, write 400–600 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas.
As the manager of the CTU Health Care information systems department, complete the following:
Define
health information governance
.
Discuss the major components of health information governance and its importance on health care organization information systems.
Discuss the importance of communication and information governance.
.
Primary postIt is well known that the key innovation of crypt.docxarleanemlerpj
Primary post:
It is well known that the
key innovation of crypto-currency (such as Bitcoin, Ethereum) is distributed consensus protocol
.
It is also clear that crypto-currency is changing the future of business.
Do your own research and reference at least 2 articles related to this topic.
Primary post
: Write a post (300-500 words) on the discussion forum (Click "Add new discussion" to start) to summarize your research. In your summary:
Identify and briefly describe TWO distributed consensus protocols
State clearly in what way do you foresee that crypto-currency is change the future of business.
Secondary post
: Respond to exact TWO (2) other postings. If there are more than two secondary posts, the two post that you submitted will be graded. Your secondary post should be:
150-200 words
Answer to another student's question to your own post
Comment to your original post
First reply:
Post selected
One of the greatest breakthroughs in Monetary technology is that the innovation of Cryptocurrency. Whereas there has been plenty of buzz around cryptocurrency, there’s disproportionately less clarity on what it extremely is. Cryptocurrencies square measure the way of liberating the finance system from banks that sometimes unsuccessful, by creating it clear. They allow all transactions to be verified on a public ledger.
Cryptocurrency:
Cryptocurrency could be a digital or virtual currency that uses cryptography for security. A cryptocurrency is troublesome to counterfeit owing to this security feature. A process feature of a cryptocurrency and arguably its most lovely attract, is its organic nature; it’s not issued by any central authority, rendering it on paper resistant to government interference or manipulation. It is created and stored electronically which can only be saved in computers or websites. These transactions are facilitated through use of private and public keys for security purpose. All cryptocurrencies will have following common characteristics: Digital, Decentralized, Independence, Cryptographic, Identity and Transaction Verification.
Some of the Cryptocurrencies
: Bitcoin was the foremost invented cryptocurrency in 2009, Ethereum, Litecoin, Namecoin, PeerCoin, Ripple, Primecoin, Auroracoin etc.
Advantages:
The usage of crypto currency is fast, cheap and there are no charge backs. People cannot steal information from merchants and its as private as you wanted to be. Its usage is easy and fat payment without using the credit card or sign any document, we just need to know the address of person or organization to whom one has to transfer money, payment processing is very fast. It also ensures that transactions are secure. There are no processing charges to complete the transaction.
Disadvantages
:
Main disadvantage is it is not widely accepted like in physical stores instead of real money. It cannot be retrieved like traditional/physical money if we lose the digital currency information (information saved in laptops.
Primary Source Analysis PaperInstructions for Primary Source Analy.docxarleanemlerpj
This document provides instructions for a primary source analysis paper assignment. Students must analyze a primary source document in 2-3 pages and address questions about the source's type, creator, context, intent, content, and relevance. The analysis should be in essay format and incorporate at least one secondary and tertiary source to substantiate the analysis of the primary document. The goal is for students to critically examine the primary source and consider its historical and cultural context.
Primary sources are extremely important, not only in history, bu.docxarleanemlerpj
Primary sources are extremely important, not only in history, but in many other fields. It offers a window into the past, an inside view into a certain time period. It will require you to be more critical and analytical and give you a deeper understanding of what that document meant during that time period. There are times that a source can have a hidden meaning and you will have to read between the lines. Primary sources can come in different forms. They can be photographs, memoirs, paintings, letters, newspaper articles, films, government documents, etc.
I do not want just a summary or an overview of the primary source but also an analysis. For ex., if you read a slave narrative like the
Diary of a Slave Girl
by Harriet Jacobs, you can bring in information that not only supports Jacobs's narrative but also expounds on it. While you are reading and analyzing your source, you will be thinking about the time period and the historical significance of your primary source. Think about the author’s biases and assumptions. You can bring in secondary sources and other information to round out your work.
Paper Requirements
·
The paper should utilize
APA/MLA STYLE,
double spaced, 12 pt font, and Times New Roman or
Arial
font.
·
It must be within the timeframe of HIST 1302
·
Students must turn in a hard copy of their paper and upload it on
SafeAssign (eCampus)
to receive full credit.
·
A minimum of two pages, analyzing and interpreting the historical significance of a primary source in an essay
format; including stating a position, drawing conclusion, using evidence and separating opinions from arguments.
·
The utilization of
academic
sources with proper citations (Wikipedia
does not count as a source).
·
Attach a copy of your primary source to your paper
Things to Think About: (Do not list answers to the questions below. The paper must be written in essay format)
1. When and where was the source created?
2. Who is the author?
3. What is their place in society? (gender, class, ethnicity, etc.)
4. Why did the author create the primary source and who is their intended audience?
5. What is going on in history at the time the primary source was created?
6. Is there a possibility that the intended audience and/or historical event would have shaped the perspective of this primary source?
7. Does the author have an agenda?
8. Are there any biases or beliefs that would have helped to create the message of the author?
9. Is there anything that is not discussed or mentioned?
.
Primary posting Discuss the following three promptsDiscuss how o.docxarleanemlerpj
Primary posting: Discuss the following three prompts:
Discuss how our self-presentation affects communication.
Examine how non-verbal communication varies based on culture and gender.
Discuss how we can improve our non-verbal communication.
Respond to ONE of your classmates' postings. You may agree or disagree with their posting, but be sure to explain your reasoning. You could also add supplemental details. Note: your response could also be in response to your instructor'Âs comment on your work or on a classmate's posting.
.
Primary Discussion Response is due by Friday (115959pm Central.docxarleanemlerpj
Primary Discussion Response is due by Friday (11:59:59pm Central), Peer Responses are due by Tuesday (11:59:59pm Central).
Primary Task Response:
Within the Discussion Board area, write 400–600 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas.
In 1944, finance specialists and bankers from around the world met to discuss what the post-WWII monetary system would be. Given the instability of the pre-war period, the goal was to create a new system. The outcome of this was the Bretton Woods system, which had the U.S. dollar as the world reserve currency linked to gold at $35 an ounce. All other currencies were tied to the dollar with limits on how much they could appreciate or depreciate. The system lasted until the 1970s, when the United States decided to move away from gold convertibility. The modern system is based on supply and demand for currency and a managed float. Discuss the following in your main post:
The U.S. dollar remains the world's reserve currency. Is this good for the United States, and if so, why?
People usually think a "strong" dollar is good. Is this true for U.S. businesses, and does it help or hurt the U.S. balance of payments?
Responses to Other Students:
Respond to at least 2 of your fellow classmates with at least a 100-word reply about their Primary Task Response regarding items you found to be compelling and enlightening. To help you with your discussion, please consider the following questions:
Do you agree or disagree with your peers findings?
Where are there similarities or differences within the class discussion?
Are there particular considerations/ideas that particularly stand out?
.
PreviousNextAdjust automatic marking as read settingWebs.docxarleanemlerpj
Previous
Next
Adjust automatic marking as read setting
Webster dictionary gave a number of definitions of ‘Ritual’: “a system of rites, a Ceremonial act or action, a customarily repeated often formal act or series of acts”. In our everyday dealings there are different forms of actions taken that are repetitive but cannot be classified as symbolic eg, bathing, sleeping, and eating. However, if we kneel, and say a particular word of prayer and make the sign of the cross before doing any one of the above routinely, then that can be considered a ritual because it can be decoded as symbolic to the Catholic religion, and to other observers as a way of devotion.
There are some symbolic rituals associated with health practiced by various cultures. In the Catholic Church the sprinkling of Holy water by the priest and burning of incense during Eucharistic prayers is believed to ward off evil spirit, and promote good health and everything progressive for the congregation. The vestment of the priest, the setup of the altar and the arrangement of the pews are symbols of a place of worship. The prayers said at every mass are rituals and members believe attending mass keeps them in good health, and good standing in life. So it is with other religious practices. As stated by Wintz, S., and Cooper, E. (2009), Islamic religious beliefs are based on five principles: “shahadatain (declaration of faith), Salat (prayer/worship), zakat (charitable contribution), sawn (fasting), hajj (pilgrimage to mecca)”, are all the five principles that require some degree of rituals to perform them. In health matters, doctors are seen as helpers of God’s will, so they are not restricted in the course of treatment, (p.21-22).
As a child I remember my maternal grandmother had a large clay pot with water in it at a corner of her living room; decorated with white/red colored cloths, and figurines like a shrine, where every morning as traditional worshipper, she said her prayers. We were never allowed to play close to the area. But the water from the pot which she drank she gave us to drink too when we visited. She believed it promoted good health and good luck in life. I cannot say for sure if those deeds worked, but she lived to be 103years before she died in 1978.
In the hospitals as described by Helman, C., (2007), the white coat worn by the doctors and other health professionals are symbolic, and the stethoscope used for checking blood pressure and other vitals are the rituals, performed to diagnose illness or certify clean bill of health. So many instruments, computers, hi-technology machines, the arrangement of the doctor’s consulting room, are all symbolic rituals associated to health and illness (p.227). For a patient who is certified ill; all these could symbolize healing, or may signify death, especially for the elderly. The process of getting admitted as illustrated by (Helman), is how a sick person goes through some rituals, such as being stripped of their social statu.
Presentation Title The Behavior Impact of DUI Laws and Sanctions.docxarleanemlerpj
Presentation Title:
The Behavior Impact of DUI Laws and Sanctions
Research Focus:
Deterrence and Social Control Theories
Abstract:
Determining whether legal sanctions administered by the judicial court system or by local law enforcements are effectively designed to reduce, discourage and/or deter people from driving while impaired. There are various studies that provide conflicting arguments on whether driving laws have been a successful strategy in deterring drinking and driving behavior. Deterrence theories are based on the assumption that the perception and probability of certain severe punishment discourages people from illegal activities. Deterrence theory assumes that law breaking is inversely related to the severity of punishment. Further, it is the deterrence model ideology that law enforcement entities depend on to reduce DUI/DWI’s. The social control theory expands on the deterrence model to incorporate social influences. According to this theory drinking laws are only one of many factors that influence DUI behavior. Social stigma and perceived risk in committing the crime also play a part in discouraging this type of behavior. Although there has been little research conducted examining both deterrence and social control theories and the impact on DUI behavior proponents for these theories believe that innate makeup of these two ideologies are effective enough to modify a person’s
.
Pretend you are a Police Academy instructor who needs to develop a P.docxarleanemlerpj
Pretend you are a Police Academy instructor who needs to develop a PowerPoint presentation for police officers on an emerging technology that addresses a long-standing police issue.
Your choice of topics is as follow:
Video Recording of Police-Citizen Encounters/Body Cameras
Begin by reading the relevant sections of your textbook, but don’t be limited by what is covered; there have been great technological advances since the book was published.
The presentation should address the following questions:
A.
What does the new technology do?
B.
Why is it needed?
What long-standing police issue does this technology address?
C.
How was the problem handled up to this point?
D.
How does the technology work? (Don’t get
too
technical.)
E.
What are its strengths?
F.
What are its weaknesses, risks, or unintended consequences?
At a
minimum
,
the presentation should be 10 slides with at
least 4 sources
.
EACH SLIDE MUST CONTAIN THE CITATION FOR EACH SOURCE OF INFORMATION OR GRAPHIC USED IN THE SLIDE
.
.
Presentations should be approximately 30 minutes and include a vis.docxarleanemlerpj
Presentations should be approximately 30 minutes and include a visual aid (i.e.: Power Point or Prezi). All presentations will include an overview of the following:
Introduction to the topic and
Problem,
Purpose of the research,
Review of the research methodology,
Results and findings, connections/consistencies/inconsistencies with the literature,
Implications of research, and plan for future application.
.
Pretend that your office area at work, school, or home is a crime sc.docxarleanemlerpj
Pretend that your office area at work, school, or home is a crime scene containing potential digital evidence. Use the sample Evidence/Property Custody Document provided by your instructor to take two pieces of digital media from that work area as evidence in your investigation. Provide an adequate description of each item, and complete the chain of custody to reflect your seizure of the “evidence” from the crime scene. Save this document, and submit it to your instructor for review.
.
Presidential Decision Directive 21 (PDD-21) identifies 16 critical infrastructures. PDD-21 lays out the national policy to maintain secure, functioning and resilient critical infrastructure. Select a critical infrastructure sector from the list below and discuss the impact that a cyber attack could have on that system or service:
Communication Sector (voice communications, digital communications, or navigation)
Energy Sector (electric power grid)
Water and Wastewater Systems Sector (water supply or sewage)
Healthcare and Public Health Sector (hospitals)
Transportation Systems Sector (rail or air)
Financial Services Sector (banking )
It is the third and fourth order effects from the cyberattack on the chosen critical infrastructure that shows the far-reaching and devastating effect of a cyber attack. To demonstrate the interconnectedness of critical infrastructure, explain the cascading effects on other critical infrastructure. Then, discuss the measures DHS has taken to ensure the resiliency of the selected infrastructure and the measures that need to be implemented in the future.
The Critical Infrastructure and a Cyberattack assignment
Must be three to four pages in length (excluding the title and reference pages) and formatted according to APA style.
Must include a
cover page
with the following:
Title of paper
Student’s name
Course name and number
Instructor’s name
Date submitted
Must include an introductory paragraph with a succinct thesis statement. The thesis must be in both the introduction and the conclusion.
Must use at least three scholarly sources or official government sources in addition to the course text.
Must
document all sources in APA style
.
Must include a separate
references page that is formatted according to APA style
.
.
Present the following scenarioYou are employees of a security o.docxarleanemlerpj
Present
the following scenario:
You are employees of a security oriented organization. You have been tasked with developing a change proposal in an attempt to convince senior management to implement the change initiative you have chosen.
(340 WORDS)
What are the action steps needed to implement the change, including gaining managerial support and necessary resources & What resistance do you anticipate in implementing the change?
2 POWERPOINT SLIDES
The beneficial aspects of the change initiative
.
Format
paper and presentation consistent with APA guidelines.
PLEASE ADD INFO TO EXISTING PP AND PAPER THAT I PROVIDED.
.
President Lincoln advocated colonizing blacks outside the United Sta.docxarleanemlerpj
President Lincoln advocated colonizing blacks outside the United States. He told a group of African American Leaders, "Your race suffers greatly, many of them, by living among us, while others suffer from your presence. In a word, we suffer on each side. If this is admitted, it affords a reason why we should be separated." First, where did Abraham Lincoln want to colonize blacks outside the United States? Why these locations? Explain his quote stated above, what do you think he meant? How realistic was his colonization plan? What does this plan say about Abraham Lincoln? Should African Americans revere him as “The Great Emancipator?” Finally, do you think Lincoln's views changed between 1860 and 1865?
This assignment should be at least one page and half (1½) pages long (via a Word Document), double-spaced in a 12 point font.
.
Elevate Your Nonprofit's Online Presence_ A Guide to Effective SEO Strategies...TechSoup
Whether you're new to SEO or looking to refine your existing strategies, this webinar will provide you with actionable insights and practical tips to elevate your nonprofit's online presence.
CapTechTalks Webinar Slides June 2024 Donovan Wright.pptxCapitolTechU
Slides from a Capitol Technology University webinar held June 20, 2024. The webinar featured Dr. Donovan Wright, presenting on the Department of Defense Digital Transformation.
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إضغ بين إيديكم من أقوى الملازم التي صممتها
ملزمة تشريح الجهاز الهيكلي (نظري 3)
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تتميز هذهِ الملزمة بعِدة مُميزات :
1- مُترجمة ترجمة تُناسب جميع المستويات
2- تحتوي على 78 رسم توضيحي لكل كلمة موجودة بالملزمة (لكل كلمة !!!!)
#فهم_ماكو_درخ
3- دقة الكتابة والصور عالية جداً جداً جداً
4- هُنالك بعض المعلومات تم توضيحها بشكل تفصيلي جداً (تُعتبر لدى الطالب أو الطالبة بإنها معلومات مُبهمة ومع ذلك تم توضيح هذهِ المعلومات المُبهمة بشكل تفصيلي جداً
5- الملزمة تشرح نفسها ب نفسها بس تكلك تعال اقراني
6- تحتوي الملزمة في اول سلايد على خارطة تتضمن جميع تفرُعات معلومات الجهاز الهيكلي المذكورة في هذهِ الملزمة
واخيراً هذهِ الملزمة حلالٌ عليكم وإتمنى منكم إن تدعولي بالخير والصحة والعافية فقط
كل التوفيق زملائي وزميلاتي ، زميلكم محمد الذهبي 💊💊
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A Free 200-Page eBook ~ Brain and Mind Exercise.pptxOH TEIK BIN
(A Free eBook comprising 3 Sets of Presentation of a selection of Puzzles, Brain Teasers and Thinking Problems to exercise both the mind and the Right and Left Brain. To help keep the mind and brain fit and healthy. Good for both the young and old alike.
Answers are given for all the puzzles and problems.)
With Metta,
Bro. Oh Teik Bin 🙏🤓🤔🥰
8+8+8 Rule Of Time Management For Better ProductivityRuchiRathor2
This is a great way to be more productive but a few things to
Keep in mind:
- The 8+8+8 rule offers a general guideline. You may need to adjust the schedule depending on your individual needs and commitments.
- Some days may require more work or less sleep, demanding flexibility in your approach.
- The key is to be mindful of your time allocation and strive for a healthy balance across the three categories.
How to Manage Reception Report in Odoo 17Celine George
A business may deal with both sales and purchases occasionally. They buy things from vendors and then sell them to their customers. Such dealings can be confusing at times. Because multiple clients may inquire about the same product at the same time, after purchasing those products, customers must be assigned to them. Odoo has a tool called Reception Report that can be used to complete this assignment. By enabling this, a reception report comes automatically after confirming a receipt, from which we can assign products to orders.
How to Download & Install Module From the Odoo App Store in Odoo 17Celine George
Custom modules offer the flexibility to extend Odoo's capabilities, address unique requirements, and optimize workflows to align seamlessly with your organization's processes. By leveraging custom modules, businesses can unlock greater efficiency, productivity, and innovation, empowering them to stay competitive in today's dynamic market landscape. In this tutorial, we'll guide you step by step on how to easily download and install modules from the Odoo App Store.
How to Download & Install Module From the Odoo App Store in Odoo 17
AssignmentScenarioAs a security administrator for Always Fresh
1. Assignment
Scenario
As a security administrator for Always Fresh, you have been
instructed to ensure that Windows authentication, networking,
and data access are hardened. This will help to provide a high
level of security.
The following are issues to be addressed through hardening
techniques:
1. Previous attempts to protect user accounts have resulted in
users writing long passwords down and placing them near their
workstations. Users should not write down passwords or create
passwords that attackers could easily guess, such as words
founds in the dictionary.
2. Every user, regardless of role, must have at least one unique
user account. A user who operates in multiple roles may have
multiple unique user accounts. Users should use the account for
its intended role only.
3. Anonymous users of the web server applications should only
be able to access servers located in the demilitarized zone
(DMZ). No anonymous web application users should be able to
access any protected resources in the Always Fresh IT
infrastructure.
4. To protect servers from attack, each server should
authenticate connections based on the source computer and user.
Tasks
Create a summary report to management that describes a
hardening technique that addresses each issue listed above.
Provide rationale for each selection.
Assignment Submission Requirements
Format: Microsoft Word (or compatible)
Font: Arial, size 12, double-space
Citation Style: APA
Length: At least 3 pages
References: At least 4 credible scholarly references
2. No plagiarism
1 Published by: CCCOnline ccco.desire2learn.org
MAR160 Module1 Exploration:
Basic Consumer Needs
Introducing the Cast
Meet Janie. She’s the star of this exploration. Janie just finished
her Associates
Degree and is eager to get work work before deciding on
continuing on to her
Bachelor’s Degree.
Janie was just hired at Northside Medical Center as a
receptionist and while she’s got
great people skills, she still feels she has much to learn.
Follow Janie in this scenario and watch her as she works with a
software company
representative at her new job. So click NEXT if you are ready to
get started.
2 Published by: CCCOnline ccco.desire2learn.org
3. Instructions
1.Each of the five scenes below shows Janie in various customer
situations.
2. Each scene includes a knowledge check for you to determine
whether you
understand the basic needs of customers.
3. Click the customer icon in the bottom left to review the 5
Basic Customer Needs.
4. Click a scene when you are ready to begin.
Consumer Needs
Service: Customers expect the service that they think is
appropriate for the level of
purchase that they are making. A small, spontaneous purchase
may have a smaller
service need than a larger purchase that has been carefully
planned and researched.
Price: The cost of everything we purchase is becoming more and
more important.
3 Published by: CCCOnline ccco.desire2learn.org
People and businesses want to use their financial resources as
efficiently as possible.
4. Many products previously considered unique are now
considered commodities. This
means that while a consumer previously had to travel to the
local hamburger
restaurant to purchase a hamburger, now one can be acquired at
many other
locations. This makes the component of price even more
important to the customer.
Quality: Americans are less likely today to think of their
purchases as throw-away
items. Customers want the products that they purchase to be
durable and functional
until the customer decides to replace them. This requirement of
quality mandates
that manufacturers and distributors produce products that live
up to the customers’
expectations of durability. Customers are much less likely to
question price if they
are doing business with a company that has a reputation for
producing a high quality
product.
Action: Customers need action when a problem or question
arises. Many companies
offer toll-free customer assistance telephone lines, flexible
5. return policies, and
customer carryout services in response to the need for action.
Customers are human
beings and like to think that they are an important priority and
that when a need or
question arises someone will be ready and waiting to help them.
Appreciation: Customers need to know that we appreciate their
business. Customer
service providers can convey this appreciation in many
appropriate ways. Saying
“thank you” to the customer through our words and actions is a
good starting point.
Preferred customer mailing lists, informatio nal newsletters,
special discounts,
courtesy, and name recognition are good beginnings to showing
our customers our
appreciation. Additionally, letting them know that we are glad
that they have chosen
to do business with us conveys a positive message. A fast food
restaurant has a sign
in its drive-through lane that says, “We know that you could eat
somewhere else;
thank you for allowing us to serve you.”
6. Scenario 1
Introduction
Janie meets with a software company representative
4 Published by: CCCOnline ccco.desire2learn.org
Overview
In this scene, Janie speaks with a software company
representative, Mike. He wants
to show Janie all the features of a new patient logging/tracking
software. What might
her needs be? Click NEXT to find out…
Scene 1 - Knowledgeable Representative
Mike: Hi, Janie! I’m Mike. It’s good to finally meet you.
Janie: Hi Mike! I’m glad to meet you too.
Mike shows Janie the software by first showcasing all of its
features on her computer.
He quickly opens the program and types in some of the office
information he had
saved when they spoke earlier.
Mike: Now, let’s say you want to track Ms. Jones visits. First,
click the patient link…
7. Janie (thinking): Wow! I’m quite impressed how much Mike
knows about his
company’s software. The way he seems to know my
responsibilities is definitely a
plus, too.
5 Published by: CCCOnline ccco.desire2learn.org
Scene 1 - Enthusiastic Representative
Janie sits at her computer so Mike can show her some steps in
using the software.
Janie is also impressed with Mike’s enthusiasm.
Mike: I’ve been truly impressed with how well my company has
developed this
software. It’s like they used a ton of feedback from users like
you, Janie. I’ll leave
my business card in case you have questions.
Janie: I’ll explore the software today.
Scene 1 - Researching the Product
Janie thinks about how she can use the system while performing
her job.
Janie thinks: I can use the system to:
8. check them in
6 Published by: CCCOnline ccco.desire2learn.org
Janie: Hmm…I wonder how easy the website is to navigate and
get information?
Janie was successful accessing the website and finding answers
to questions she had.
The website was easy to navigate. She also found the call center
# and talked with a
friendly, helpful representative.
Janie: I really like it when employees are well versed in their
company’s products.
Scene 1 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
the sales representative had many answers for Janie. Check your
understanding of
9. Janie’s customer needs by clicking on the corresponding
customer need below and
then Submit.
a) price
b) action
c) service
d) appreciation
e) quality
Scene 1 - Wrap-Up
It’s important that a company employee believe in their product,
whether they are a
sales person or not, and are genuinely excited about having
customers try it. After
all, a potential client won’t buy a product if the sales
representative is not excited to
talk about it. The same is true if a customer service
representative seems unsure
with how to clear up issues. Having a belief in a product and
knowing its benefits
provides the customer with the right kind of information needed
to buy. The thing to
10. remember is knowing when to listen and when to talk in any
customer service
situation.
Janie: Mike taught me some important lessons and not just how
to use the software.
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Scenario 2
Introduction
Janie answers phones and reviews digital patient information
Overview
In this scene, Janie speaks on the phone with a new patient and
forgets how to log
the patient’s information into the new patient software. How
will she continue to
serve the patient and log her into the system? Click NEXT to
find out…
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Scene 2 - Answering Phones
Janie works with the trial version of the software which Mike
11. had shown her how to
use, when she gets a call from a patient…
Janie: Hello! This is Janie Jones at Northside Medical. How can
I help you?
Patient: Hello! I haven’t seen a doctor in a long time. I feel just
terrible. I’m all achy,
sniffley and can’t sleep. Is your office accepting new patients?
Janie: I’m sorry to hear you’re feeling so bad. Our office is
accepting new patients. I
will need a few bits of information from you to get you
scheduled to see a doctor
immediately.
Scene 2 - Working Through Issues
Janie soon realizes she forgot where to log into the system to
add a new patient…
Janie thinks: Oh dear! How am I going to get this patient
scheduled?
Janie decides to log the information the old fashioned way by
pen and paper and
then call customer support later…
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12. Janie: Can I please get your name, address and phone. I will
need your insurance
information too.
Patient: Sure! I’m Mary Adams. My address is 123 Fern St. My
phone number is 303-
555-1234. My insurance is Anthem.
Scene 2 - Resolving Issues
Janie refers to the paper calendar schedule and finds a doctor
for the patient…
Janie: Great! Dr. Green is available to see you today at 11:00
a.m. Does that work
for you?
Patient: *sniffles* Yes! That’s perfect! Thanks so much for
your help!
Janie: Wonderful! We will see you at 11:00 today. Good-bye!
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Scene 2 - Dealing with Customer Support
Janie calls the software company’s support desk for help
creating a new patient file.
Janie: Hi! I’m using your new patient software and I forgot
13. where to log new patient
information. Can you point me in the right direction?
Customer Service: I’d be happy to help. Do you see the icon
that looks like a person
on the top right of your screen? This is the patient icon. You
can log in new patients
from there, as well as work with existing patient records.
Janie: Of course. Now that makes sense. I see the on-screen
prompts to get me
started. Thanks for your help!
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Scene 2 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
the representative needed to quickly serve her customer. Check
your understanding
of the new patient’s need and how Janie handled that need by
clicking on the
corresponding customer need below and then Submit.
a) price
14. b) action
c) service
d) appreciation
e) quality
Scene 2 - Wrap-Up
It’s important that you meet your customers and clients’ needs
by taking
action…even when you don’t have access to important tools.
Janie took action even
though she could not access the software, she wrote out the
patient’s information,
checked with a paper calendar on scheduling and was able to
schedule the patient.
You could also say that Janie was resourceful. Being
resourceful and taking action
helps you and your company to keep your customers coming
back.
Janie: I’m a helper. I don’t like when I can’t help people, so
being resourceful and
taking action has become second-nature for me.
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15. Scenario 3
Introduction
Janie researches information about various patient software
Overview
In this scene, Janie reviews information about a second patient
software company.
How will she decide which software is the better software to
serve her needs as well
as the needs of the doctor’s office? Click NEXT to find out…
Scene 3 - Researching a Website
Janie reviews the software company’s website and finds the
website very user-
friendly…
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Janie thinks: Hmm…this software seems pretty interesting.
They’re website is fancy.
Let’s see, where’s the phone number?
Answering machine: Hello, you’ve reached XYZ Software.
Press 1 for customer
16. service.
Janie: Hello, I’m researching patient software and I have a few
questions…
Scene 3 - Providing Service
Unfortunately, XYZ Software doesn’t seem to impress Janie as
much as its website
does…
Customer service: You need the sales department, not customer
service…please hold.
I will connect you to a sales rep.
Janie thinks: Why don’t they have a different choice on the
recording for their sales
department?
I think I’ve heard that hold song 3 times now. I wouldn’t keep
my patients on hold
this long.
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Scene 3 - Representative Knowledge
Janie asks the sales representative a few questions about the
patient software
17. advertised on the company website…
Janie: Does your software connect with all of the insurance
companies? What kinds
of information is shared?
Sales Rep: The software connects with three major insurance
carriers and I will need
to check on the types of patient information shared. Please
hold…
Janie thinks: Why wouldn’t this sales rep know all the
information she needs to sell
her software? And why in the world wouldn’t it connect with all
insurance carries
instead of just the majors?
Scene 3 - Product Features
Janie learns about the software, its features and what XYZ
provides its customers...
Sales Rep: You also get our world-class service and
notifications when software
updates are available, as well as access to our news magazine.
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Janie: I see. So, how many licenses come with the premium
18. package?
Only one? And that’s for the premium package?
5.6 Scene 3 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
Janie sought out more information about patient software. She
not only learned a lot
about the software, but also what the company offered based on
specific packages.
Check your understanding of Janie’s need and how XYZ
Software met that need by
clicking on the corresponding customer need below and then
Submit.
a) price
b) action
c) service
d) appreciation
e) quality
Scene 3 - Wrap-Up
Consumers now have many different ways of doing the same
thing and more
19. importantly, it’s all becoming easier to obtain. Products are
priced more
competitively for this reason. Those which are purchased end up
doing a better job
of meeting a consumer’s need, whether it’s in the way they
purchased the product,
had access to the product before purchase, or maybe how the
price fit within the
customer’s budget.
Janie: I shop for my boss just like I shop for myself. I scrutinize
everything based
upon price.
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Scenario 4
Introduction
Janie weighs pros and cons
Overview
In this scene, Janie considers two different patient software
companies. How will she
decide which software is the better software to serve her needs
as well as the needs
20. of the doctor’s office? Click NEXT to find out…
Scene 4 - Support Pros and Cons
Janie makes a list of pros and cons for two software
companies…
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Janie thinks: XYZ Software has a fancy website. They must’ve
spent a lot of money
on it. That should say something about their product, too.
Right? The sales
representative from ABC Software spoke with me in person and
The answered all my questions. The XYZ sales rep didn’t have
an answer to one of
my questions.
Scene 4 - Comparing Answering Systems
Janie thinks: The XYZ website was really easy to navigate and
find the information I
needed.
I wonder why XYZ couldn’t spend the money on improving
their automated phone
messaging system? ABC may have a plain website, but they
21. seem to have done a
good job with their phone answering system.
Scene 4 - Company Reputation
Janie thinks: XYZ Software doesn’t have as many features as
ABC Software has.
According to comments by other users, ABC Software has a real
good reputation.
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Users of XYZ Software seem neutral as to how they like the
software.
6.5 Scene 4 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
Janie weighed the pros and cons of two software companies.
She not only compared
two software packages based upon her experience dealing with
the company and its
representatives, but sought out opinions from other customers.
Check your
understanding of Janie’s needs and how XYZ Software or ABC
Software may have
22. met that need by clicking on the corresponding customer need
below and then
Submit.
a) price
b) action
c) service
d) appreciation
e) quality
Scene 4 - Wrap-Up
Like Janie, customers want to know that what they are paying
for is a quality product,
which means, it won’t break down a few months after purchase.
Consumers may
research customer reviews of a product or get information about
other features in
order to weigh pros and cons with other products before making
a decision. This
forces companies to ensure their products are well worth their
customers’ hard-
earned money.
Janie: Whether spending my money or my boss’s money, I want
to make sure that
23. the product I end up with is worth it.
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Scenario5
Introduction
Two different sales representatives contact Janie
Overview
In this scene, Janie speaks with two representatives from two
different software
companies. How will she decide which software is the better
software to serve her
needs as well as the needs of the doctor’s office? Click NEXT
to find out…
Scene 5 - Second In-Person Meeting
Janie and Mike (from ABC Software) meet a second time to
discuss his company’s
software…
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Mike: Thanks for asking me to come by a second time. I’m glad
24. you are still
considering our software.
Janie thinks: I’m glad he doesn’t think this is an inconvenience.
Mike: After we finish here, my boss would like to meet you for
lunch to address any
concerns you may have. Do you have time?
Janie: Sure. The office closes at lunch anyway.
Janie thinks: It’s nice they are taking me to lunch. It shows
what they think of me
and my Doctor’s office.
Scene 5 - Second Phone Conversation
Later in the week, the XYZ Software sales representative calls
Janie to review some
software features…
Sales Rep: Thanks for taking the time to speak with me again. I
wanted to circle
back to our first call and answer your questions and share other
software features.
Janie: Do you know what types of patient information is shared
with the different
insurance carriers via your software?
25. Sales Rep: I’m glad you asked that. The software is capable of
grabbing full patient
records, so your doctors are fully informed.
Janie Thinks: I’m glad she was thinking of me. I wonder if she
is aware I am
considering other software?
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Scene 5 - Company Features
Will Janie fall for the freebie, or will she continue to
scrutinize…
Sales Rep: Oh one other thing you get when you purchase our
software is a
complimentary flash drive. It’s our way of saying, “Thank you,”
to our customers.
Janie thinks: A flash drive? Really?
Janie thinks: I like to know what others do with the software
and any tips they can
provide.
Sales Rep: We also give you access to our monthly news, which
provides information
and resources on the software.
26. Scene 5 - Knowledge Check
Directions: This scene presented an interesting customer service
scenario in which
two software company representatives acknowledged Janie’s
time. Check your
understanding of Janie’s need and how XYZ Software or ABC
Software may have met
that need by clicking on the corresponding customer need below
and then Submit.
a) price
b) action
c) service
d) appreciation
e) quality
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Scene 5 - Wrap-Up
Showing gratitude or appreciation for your customers not only
helps you keep those
customers, but can grow your business by word of mouth.
Appreciation can be as
27. simple as “Thank you,” or could include regular emailed bonus
coupons, a birthday
card, or maybe even a gift card. Whatever way you show it,
share your appreciation
with your customers and customer retention is a whole lot
easier.
Janie: I make it a point to acknowledge our patients’ birthdays,
so I like it when
companies appreciate my business as well.
MAR160 Module1 Exploration: Basic Consumer
NeedsIntroducing the CastInstructionsConsumer NeedsScenario
1IntroductionOverviewScene 1 - Knowledgeable
RepresentativeScene 1 - Enthusiastic RepresentativeScene 1 -
Researching the ProductScene 1 - Knowledge CheckScene 1 -
Wrap-UpScenario 2IntroductionOverviewScene 2 - Answering
PhonesScene 2 - Working Through IssuesScene 2 - Resolving
IssuesScene 2 - Dealing with Customer SupportScene 2 -
Knowledge CheckScene 2 - Wrap-UpScenario
3IntroductionOverviewScene 3 - Researching a WebsiteScene 3
- Providing ServiceScene 3 - Representative KnowledgeScene 3
- Product Features5.6 Scene 3 - Knowledge CheckScene 3 -
Wrap-UpScenario 4IntroductionOverviewScene 4 - Support Pros
and ConsScene 4 - Comparing Answering SystemsScene 4 -
Company Reputation6.5 Scene 4 - Knowledge CheckScene 4 -
Wrap-UpScenario5IntroductionOverviewScene 5 - Second In-
Person MeetingScene 5 - Second Phone ConversationScene 5 -
Company FeaturesScene 5 - Knowledge CheckScene 5 - Wrap-
Up