A policy will set the expectation for employee behaviors and the strategy

A policy will set the expectation for employee

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quality. A policy will set the expectation for employee behaviors and the strategy outlines the steps for it. THE H&R BLOCK Vision To be the preferred tax and financial partner for each of their customer in every market they serve. THE H&R BLOCK Mission “To help our clients achieve their financial objectives by serving as their tax and financial partners.” THE H&R BLOCK Values Client Focused: We are passionate about helping clients. Their success is a key measure of our success. Integrity: We are honest and ethical in everything we do. Excellence: We take pride in doing best in everything we do. We embrace change to learn and grow. Respect: We treat each other with respect and dignity, recognizing that innovation springs from unique perspectives. Teamwork: Everyone‟s collaboration and full participation make us stronger and allow us to serve clients better. RESEARCH INSTRUMENT INTERVIEW OBSERVATION
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To know more about the practices, ways and strategies followed by the company, interview of the Retail Head was taken. Due to the company policies, interns were allowed to consult only the people of their department for any kind of formal work. Any kind of survey to be conducted of the department was also not permitted. The following are the questions asked with their answers and the interpretation done by the researcher. Q1. How do you create a value of your service in the eyes of the customer? Response: By providing them with the solution to their every problem proactively. We try our best to give our customers a kind of service which delights them. We offer them the more benefits than we charge them for a particular service. Value proposition: A set of benefits that satisfy customer needs. It can be made by an offering (can be a combination of products, services, information and experiences). Inference H&R Block offers solutions to almost every taxation related problems and queries. They offer various services like Do It Yourself (DIY), Online Assistance (OA) and also offer special services to those customers who have different earning sources and do not know much about how and where to invest this money. These customers then come to retail offices where they are provided with the best possible options and services. They also provide services like US Tax filing in India, Corporate Partnerships, Tax chat etc. They mainly focus on quality, service and price. When there is a mistake from the advisor‟s side th ey take full responsibility, they accept their mistake and all the further charges, penalty charges are paid the company. Q2. According to you what are the main factors and entities in the business environment of this company? Response: We do not consider someone as our competitor. We are not competing with anyone but ourselves. We try to increase the output every year and this is consistently achieved with the efforts and hard work of every employee. Therefore if I have to say what is the main factor and entity I would say the people of this company.
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Inference Marketing environment
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  • Fall '17
  • Mahvish ali

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