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Importance Of Cash Control

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Cash is a vital component of any profit-generating organization. An organization’s assets generate revenue, which in turn generates cash inflows. These cash inflows are used for several purposes: to pay creditors, compensate employees, reward shareholders, provide asset replacement, and provide for growth.

Cash is unique because it’s the single asset that is readily convertible into any other type of asset. Therefore, it’s also the most widely desired asset. However, cash is also the asset that is most susceptible to fraud and abuse. Therefore, management has to ensure that adequate controls and safeguards are in place to eliminate any unauthorized transactions with cash.

Fortunately, there are ways management can safeguard the cash generated by its organization. Each of the following methods will help an organization prevent losses due to human error or theft:

o Monthly bank reconciliation

o Segregation of duties over cash handling

o Accountability for cash shortages

o Authorized cash disbursement

o Internal audits

Monthly Bank Reconciliation. Monthly bank reconciliation will help ensure that the amount of cash generated by an organization is consistent with bank records. In addition, an independent review of the reconciliation by management will provide an additional safeguard. Independent verification of bank reconciliation acts as a check to make sure the reconciliation was done properly and ensures there is no abuse of the organization’s cash.

Segregation of Duties Over Cash Handling. Every organization must make sure that there is adequate segregation of duties over cash handling. Separating the duties of cash receipts and disbursements prevents an individual from committing and concealing embezzlement.

Accountability for Cash Shortages. Management should hold supervisors accountable for cash shortages. If supervisors know that they’ll be held accountable for a cash shortage, they’ll be motivated to keep a close eye on how cash is used within their departments.

Authorized Cash Disbursement. Management should allow cash to be disbursed only through checks issued by authorized signers, which will provide a method for tracking cash usage. In addition, your organization should require signatures on all checks in order for them to be valid.

Internal Audits. Every organization should arrange to have internal audits conducted on a regular basis. Whether the auditors come from an internal audit staff or an outside auditing firm, auditing an organization’s accounting system can identify how effective and accurate the operation is and whether or not any improvements need to be made.

ESTABLISHING A QUICKBOOKS CONTROL ENVIRONMENT

QuickBooks allows more than one user to access company files. (Conceptually, an unlimited number of users may have access to the company’s data files, but only five users may work with the data at the same time.) When multiple users will have access to the company’s QuickBooks data files, it generally is necessary to create a control environment that protects the data from unauthorized use. For example, some users may not need access to sensitive payroll data, while others may not need access to accounts receivable and sales information.

One of the best ways to prevent errors when posting transactions in QuickBooks is to limit access to specified users. If passwords and access permissions are not assigned, users have unlimited access to all areas in QuickBooks. When setting up QuickBooks, one user should be designated as the QuickBooks Administrator.

The QuickBooks Administrator has unlimited access to all areas of QuickBooks and assigns passwords and access permissions to other users. The name and password for the QuickBooks Administrator can be set up by selecting “Set Up Users” from the “Company” menu. The QuickBooks Administrator must be set up before any other users can be set up. Although QuickBooks does not require the use of passwords, the QuickBooks Administrator should set up and use a password since anyone logging in to the company’s QuickBooks files as the administrator has full access to all areas in QuickBooks. After setting up a name and password, the QuickBooks Administrator should click the “Closing Date” button in the “User List” window and enter the date through which books are closed in the “Accounting” preferences dialog box. The administrator can also password-protect the closing date (requires single-user mode). When this feature is enabled, QuickBooks requires users to enter the password before they can make changes to periods that have been closed.

The QuickBooks Administrator is the only user who can:

o Set up other users.

o Change other users’ access permissions.

o Set up a company file using the “EasyStep Interview.”

o Change company information (such as company name, address, fiscal year, tax year, tax form, and federal identification number).

o Change company preferences.

o Condense data.

o Import and export data.

o Apply for QuickBooks Merchant Account Services.

Note: Since the QuickBooks Administrator has the ability to password-protect the entire company’s files, has access to all accounting functions, and assigns access to all other users, the company should carefully consider whom to select as administrator. The person selected should have an understanding of the importance of this position on the internal control of the company. Some companies designate the controller or Chief Financial Officer as the QuickBooks Administrator because those individuals normally do not have direct interaction with the software.

The QuickBooks Administrator can set up additional users and specify the areas to which each person has access. To do so, select “Company” from the menu bar and “Set Up Users.” Then click the “Add User” button in the “User List” window. Assign a user name and password for the new user. Even though QuickBooks does not require the use of passwords, each user should be set up with a password that must be used when logging in to the company’s QuickBooks file. (An unlimited number of users can be added, but only five can have access to the company’s data file at the same time.)

After setting up the user name and password, the administrator then specifies whether the user will have access to selected areas of QuickBooks or all areas of QuickBooks. The user should not be given access to all areas of QuickBooks since that permission essentially establishes a second administrator allowing users to access the following:

o Sales and accounts receivable.

o Purchases and accounts payable.

o Checking and credit cards.

o Inventory.

o Time tracking.

o Payroll and employees.

o Sensitive accounting activities such as bank transfers, general journal entries, and online banking.

o Sensitive financial reports.

o Changing or deleting transactions.

o Changing closed transactions.

Note: Even if users need access to most of the preceding areas, they should not be allowed to change closed transactions.

Rather than giving users access to all areas of QuickBooks, the QuickBooks Administrator should give users access to selected areas. In that case, the QuickBooks Administrator specifies whether the user should be given no access, full access, or selective access to each individual area listed in the preceding paragraph. If the user is given selective access in a particular area, the QuickBooks Administrator also must specify whether the user can (a) create transactions only, (b) create and print transactions and forms, or (c) create transactions and create reports.

Sensitive Accounting Activities. Users generally should not be given access to sensitive accounting activities. Such activities include:

o Maintaining the chart of accounts.

o Working in the account register for balance sheet accounts.

o Reconciling accounts.

o Making journal entries.

o Using the “Accountant’s Review.”

o Transferring funds between accounts.

o Using online banking.

o Creating budgets.

o Printing registers.

o Condensing data.

Even if users are given full or selective access to sensitive accounting activities, they cannot create financial reports (with the exception of the “Payroll Report”) or change or delete previously recorded transactions. Those permissions must be assigned separately, as discussed in the following paragraphs. The QuickBooks Administrator generally should be the only user with access to sensitive accounting activities.

Sensitive Financial Reports. Users generally should not be given access to sensitive financial reports (such as the balance sheet, profit and loss reports, budget reports, cash flow reports, income tax reports, and audit trail reports). That access allows users to create all reports and graphs available in QuickBooks. However, even users with access to reports cannot change or delete transactions included in the reports. That permission must be assigned separately, as discussed in the following paragraph. The QuickBooks Administrator generally should be the only user with access to sensitive financial reports.

Changing and Deleting Transactions. Even if QuickBooks users have full access in a particular area, they cannot change or delete transactions in that area unless they are given that permission in the “Changing or Deleting Transactions” window. For example, a user with full access in the sales and accounts receivable area cannot change invoices or sales receipts unless they are given permission to change or delete transactions. However, even if users do not have permission to change or delete transactions, they can change or delete transactions they entered in the current QuickBooks session so that quickly identified data entry errors can be corrected. Users that are given permission to change or delete transactions can alter transactions only in areas in which they have access. For example, users that have access to the inventory area but not to the payroll area cannot alter payroll transactions even if they have permission to change or delete transactions. The QuickBooks Administrator generally should be the only user with permission to change or delete historical transactions.

If a user is given permission to change or delete transactions in areas in which they have access, the “Changing or Deleting Transactions” window also asks whether the user should be able to change or delete transactions recorded before the closing date. The QuickBooks Administrator always should deny users access to such transactions by selecting “No” in response to that question. Even when “No” is selected, users can view prior-period transactions in QuickBooks areas to which they have access. If “Yes” is selected and the administrator sets a password, the user will be required to enter the password.

Viewing Data. QuickBooks allows the QuickBooks Administrator to limit a user’s access to creating sensitive financial reports or creating and printing sensitive reports. Companies can use this feature to allow the Controller, Chief Financial Officer, or another person independent of the accounting function the ability to oversee the accounting operations. Because many companies frequently have small accounting staffs, this increased oversight can mitigate some of the risk to the system of internal control created by having limited segregation of duties.

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Source by Leigh Ann

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January 22, 2020
Better Customer Service Through Effective Time Management

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Being able to manage and prioritize is an important skill when servicing customers. Planning events, activities, and tasks on a yearly, monthly, weekly, and daily basis-that is, prioritizing time-can be rewarding from the standpoint of allowing you to be more proactive in preparing to deal with situations. Such planning can reduce your need to be a crisis manager. It is important on and off the job because, if you do not manage your personal life well, you may carry over personal stress into the workplace. This is not only inefficient; it is also unfair to your employer, peers, coworkers, and external customers.

After you have scheduled key events and tasks using some type of scheduling system (e.g., time management software, written planning system or calendar, or electronic scheduling device that can download information into your computer), review the information regularly to avoid forgetting something.

One way to manage events, rather than having them manage you, is to create a list of activities each day and assign a value to each based on importance. The key is to be consistent and prioritize each day. Some people make planning the last activity of their workday. When they arrive to work the next morning, they are ready to begin rather than spending time preparing.

Guidelines for Setting Priorities

Three guidelines can help you in determining what tasks to do first. These can help you create a realistic and achievable list of daily tasks. As you learned when you read about goal setting in other chapters, goals must be attainable. Use the following standards as a guide when setting priorities.

Judgment. You are the best judge of what you can accomplish in any given day. You know your strengths and what has to be done. When selecting priorities, remember that the ones having the most impact on customers and others should be placed high on your list. On the other hand, do not put so many priorities on a daily list that you will not get them done. If this happens, you might become discouraged and give up.

When you find that you have more high priorities than you have time, you may need to ask for help or guidance from your boss. Many times, simply asking for assistance helps develop your relationship with others. They feel respected and trusted by your gesture, as long as you do not abuse their help or appear to be unloading your tasks onto them. Also, consider other resources that you might use to accomplish tasks (e.g., technology, outside vendors, or customers).

Relativity. Assigning priorities is a matter of relativity. Some tasks and projects are readily rated higher than others. You should be guided by the question “What is the best use of my time?” Many people fill their daily schedule with frivolous or easy tasks and with tasks that they like to do. This produces a hollow feeling of accomplishment. They may get a lot done throughout the day and enjoy doing it, but they have not added a lot of value to customer service or aided in accomplishing organizational goals. Keep in mind when setting priorities in the workplace that your primary focus should be your customers and activities that support them.

Timing. Reality and deadlines have a way of dictating priorities. The starting time of a project or task also may establish priorities. Once you begin a task, there must be enough time to finish it. If this is not possible, you may have to re prioritize or seek assistance.

Be realistic about the time it will take to complete a task. Make sure that you schedule that much time, plus a little extra, on your daily planning sheet. Also, consider your peak time period for performance. Each person typically has a period of the day in which he or she has more energy and can get more done. Capitalize on your peak period and schedule high-priority tasks during that time, if possible.

Prioritizing System

To set up your own priority system, list all of your pending activities and then group them according to their level of importance. How you assign value to a task is not as important as long as you use the same format each day. Many people use an A, B, C system, and others use a 1, 2, 3 format. Here are suggested criteria for assignment:

Priority A-Must do or critical items. Some things must be done because of management directives, local, state, or federal regulations, importance to customers or clients, deadlines, or opportunities they provide for your success or advancement (e.g., state tax reports, actions requested by a customer, or application for a position in the organization with a specific cutoff date for submission).

Priority B-Should do. Items in this category are of medium value. Although they may contribute to customer satisfaction and improved performance, they are not essential or do not have critical deadlines (e.g., mailing an unsolicited information kit to a customer about a new product or developing a proposal for changing an existing system or process).

Priority C-Nice to do. This is the lowest category and includes tasks that are not a direct link to customer satisfaction. They may even be fun or interesting, but could be omitted or left undone. Postponing or scheduling such priorities until a slower time period will likely have little or no impact on customer service (e.g., meeting with team members to brainstorm ideas for a more efficient layout of cubicles, cleaning old e-mail files, or neatly lining up the products on a shelf).

Note: As you go through your e-mail and voice mail messages at the times you have scheduled throughout the day, prioritize them, and add them to your list of things to do.

The key to effective time management is to have a plan and work that plan. If you control your time, you and your customers both stand to gain from your efforts.

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Source by Bob Lucas

Views: 0

January 2, 2020
Cash Flow Statement Manipulation

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Unlike in the accrual accounting world, cash flow is an efficient way for investors to measure a company’s financial health and operational strength. The whole idea of recognizing revenues when realized or realizable can be tricky when an investor has to make a financial decision regarding a certain company. Whereas, having a good understanding of where the money is coming from and how it is being used is much more helpful for an investor. However, calculating and analyzing cash flow isn’t as easy as finding the difference between what money came in and what money went out in a company’s cash register. The difficulty arises from the tricks that companies use to manipulate their cash flow statement. Companies often try to promote the good and hide the bad in their financial reports, which is why the cash-flow statement has seen some manipulation over the years. The following explains how this is done.

When looking at a cash flow statement, there are three sections that the statement is divided into: operating, investing and financing. The most important section to an investor would be the operating section because this is where one can find the money a company is generating from its operations. Investors want to see more cash generated from a company’s operations rather than from borrowing or equity transactions.

Unfortunately, it is not always clear where a company is generating its cash from. One way company’s skew their operating section is through the misclassification of inventory purchases. The costs of purchasing inventory that eventually will be sold to customers, should be classified as an item in the operating section of the cash flow statement. However, some companies disagree and feel that purchasing of inventory is an investing outflow, which would increase operating cash flows. One should question this method of accounting because large investing outflows shouldn’t occur as part of a company’s normal cost of operations.

In addition to misclassifying inventory purchases many companies capitalize some expenses which increases a company’s bottom line. When a company capitalizes costs, they write off the cost of an asset gradually, in installments, instead of taking all the costs at once. This allows companies to record the cash going out as an investing activity, because the cash going out is considered an investment, rather than a deduction from net income or the operating section. As a result, the companies cash flow from operations will remain the same and look much better than it really is.

Next, companies give their operating cash a boost by selling their accounts receivables. This speeds up a company’s cash collections, but it also forces the company to accept fewer dollars than if the company had waited for customers to pay. This action can have a negative impact on a company’s operating section. The decline in accounts receivable means more cash has come in through the sale of receivables, but this would give investors the wrong message. By accelerating collections a company isn’t improving operations, they are just finding another way to boost the operating section of the statement.

Another cash flow statement manipulation is through the account payables. Sometimes there is a substantial increase in the accounts payable line item which would mean payments are not being made to suppliers. If these payables are left open for a long period of time, then a company receives free financing, which increases the operating section inaccurately.

All of these examples are ways that companies can easily manipulate their operating section. These examples give companies an opportunity to show that they have more money at their disposal for operating expense than they actually do. For instance, in 2000 Enron reported it had over $4 billion cash flow from operations, which in reality was overstated by $1.5 billion.

This manipulation caused Enron’s stock value to increase, which in turn led to Enron’s collapse. Another example in 2002, Tyco International delayed paying its executives their first quarter bonuses to increase the company’s operating cash flow for the quarter. This move caused the company’s operating cash flow to wrongly increase by $200 million.

The above examples show how easy it is for the cash flow statement to be manipulated.This goes to show that investors should be careful when looking at this particular financial statement. An investor should be consciences of any manipulation that can cause dishonest financial information. In conclusion, the cash flow statement is the most useful financial statement to an investor, but just as cash easily switches hands, the cash flow statement can just as easily be manipulated.

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Source by Ryan M Henzes

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December 30, 2019
What Is Drug Court in District of Columbia Superior Court?

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There are drug courts throughout the Country. Generally, they are special courts designed to treat people who have an addiction cases and are in the criminal justice system. There are currently more than 2,450 Drug Courts operating throughout the United States with all 50 states having a program. District of Columbia Superior Court Drug Intervention Program (SCDIP) has been in operation for over 20 years. SCDIP is a voluntary program.

Criminal defense attorneys who make a blanket statement "I don't have clients do drug court" are doing a disservice to their clients especially if the reason they are in criminal justice system is for addiction. Good criminal defense attorneys will explore all options including participating in this program.

Over the course of the last year, SCDIP has gone through some major changes. SCDIP requires a minimum participation of 5 months. This article gives a brief overview of how the typical defendant enters District of Columbia Superior Court Intervention Program.

The client comes into the criminal justice system either charged with a misdemeanor or a felony case in DC. Superior Court. It should be noted that SCDIP is only applicable to charges prosecuted by the United States Attorneys Office for the District of Columbia. The Attorney General for the District of Columbia criminal prosecution division does not participate in SCDIP; and therefore, serious traffic charges are not eligible.

Misdemeanor cases Intake

The defendant reports for arraignment (initial charge). Thereafter, the case is set for status. The Court at arraignment may impose an evaluation and if positive program placement. If the positive test pretrial may order an addiction severity index (ASI). ASI is an evaluation where a drug counselor expert advises what treatment is required of the defendant.

At the status hearing, pretrial services may recommend drug court as an option. If pretrial services recommends drug court, the government will be given 2 to 3 weeks to screen whether they will allow participation in drug court. The case will be set for an additional status hearing.

At the final status hearing, if pretrial services and us attorneys and the defendant agree the case will be certified to the drug court calendar on a Tuesday or Thursday.

Upon successful completion of a misdemeanor case in drug court, the case will be dismissed.

Felony cases Intake

The defendant is presented on a felony complaint. The case is set for preliminary hearing. The court at presentment may impose an evaluation and if positive program placement. If the defendant test positive test for drugs, pretrial may order an addiction severity index (ASI). An ASI is an evaluation where a drug counselor expert advises the Court what treatment is recommended.

If pretrial services recommends participation in drug court and the defendant ais willing, he may proceed without US attorney's recommendation. Unlike the misdemeanor the defendant may have 2 separate court dates, one before the felony judge and one before the drug court judge. In fact, the defendant can request a trial or plead guilty and still participate in drug court.

If the United States Attorney's office approves for participation the defendant, the US Attorney's office may grant an Amended Sentencing Agreements (ASAs). If the defendant successfully completes the ASA, the government will agree to permit the defendant to amend his / her plea at the final sentencing date and plead to a lesser included misdemeanor charges instead of the felony.

If the US attorney's office did not approve participation, upon successful completion of a felony case in drug court, the court may grant a term of probation but it is not guaranteed.

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Source by Mark Rollins

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December 22, 2019
Importance of MVRs and Drug Screening
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Why an MVR Check is Important

Employee driving records can greatly help employers identify and mitigate risk liability in the workplace. Driving Records can help employers avoid risk of third party lawsuits, medical bills, and other costs associated with automobile accidents by an employee whose primary role or even incidental role includes driving on the job.

An MVR check includes include license details such as state issued, status, expiration, suspensions, revocations, violations and sanctions. MVR Reports are easy to read and include standardized ACD violation codes.

MVR Driving History mostly repeats itself. So, if a company runs an MVR check it would be able to predict the chances of any negative activity happening in the future. Moreover, insurance companies focus on several factors in determining auto insurance rates and their premiums are sometimes based on driving history records. If a company employs drivers with a negative driving history, it can be charged with higher premiums by the insurance company. Knowing about MVR driving records helps companies safeguard themselves from higher premiums.

Driving Records should be checked at least annually; however, it is recommended to check them more frequently to proactively determine if there have been any changes to the driving record and to further reduce company liability.

A real-time MVR ordering and monitoring system can provide companies with instant verification of their company drivers.

Why Driver Drug Screening is Important

Generally, all CDL drivers who operate commercial motor vehicles subject to the CDL requirements on public roads in the U.S. are performing safety-sensitive functions are subject to DOT drug and alcohol testing. This includes all full-time, part-time, intermittent, backup and international drivers. DOT truck drivers must undergo a drug screening test prior to their employment. This is to be done once per year, after any accident, and if there is a suspicion that a driver is taking drugs. Also, CDL drivers must be randomly tested throughout the year.

DOT Drug Screening requires laboratory testing for the following five classes of drugs:
- Marijuana
- Cocaine
- Opiates – opium and codeine derivatives
- Amphetamines and methamphetamines
- Phencyclidine – PCP.
DOT alcohol tests identify alcohol concentration of 0.02 and greater.

NOTE: Effective January 1, 2018, CDL drivers will be tested for four semi-synthetic opioids (i.e., hydrocodone, oxycodone, hydromorphone, oxymorphone). Some common names for these semi-synthetic opioids include OxyContin®, Percodan®, Percocet®, Vicodin®, Lortab®, Norco®, Dilaudid®, Exalgo®. In addition, they will no longer be tested for MDEA.

When drivers take drugs, their motor skills suffer and their reaction times are severely hampered. This can be dangerous and lead to accidents. Proper Drug screening ensures that a company has healthy drivers on the road.

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Source by CW Wade

Views: 0
October 9, 2019
Customer Satisfaction Management
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General understanding of consumer satisfaction or dissatisfaction is the result of differences between consumer expectations and performance perceived by consumers. From the various definitions of consumer satisfaction that have been researched and defined by marketing experts, it can be concluded that customer satisfaction is a behavior response consumer in the form of after-purchase evaluation of an item or service that they feel (product performance) compared to consumer expectations.Consumer satisfaction is very dependent on the perceptions and expectations of consumers themselves. Factors that influence consumers’ perceptions and expectations when making purchases of goods or services are needs and desires felt by consumers when making purchases of goods or services, past experiences when consuming these goods or services and experiences of friends who have consume these goods or services and advertising.In a competitive environment, an indicator that can show customer satisfaction is whether the consumer will buy back and use the product in the future.

Customer needs are fulfilled is one of the factors forming Customer Satisfaction (Customer Satisfaction), in addition to other factors related to Customer Service. And this customer satisfaction is what we need to ensure the continuity of our business. Aspects that can affect customer satisfaction effectively [13], namely:

1. Warranty costs. Several companies deal with the warranty costs of their products / services through a percentage of sales. The company’s failure to give satisfaction to customers is usually because the company does not provide guarantees for the products they sell to customers.

2. Handling of complaints from customers. Statistically this is important to note, but it is often too late for companies to realize it. If complaints / claims from customers are not immediately resolved, customer defections cannot be prevented.

3. Market Share. It is a matter that must be measured and related to company performance. If the market share is measured, then the quantity is measured, not the quality of the company’s service.

4. Costs of poor quality. This can be of satisfactory value if costs for customer defect can be estimated.

5. Industry reports. There are many types and industry reports, as stated by J.D Power in Bhote, which is the report that is the fairest, most accurate, and most eagerly made by the company.Guiltinan [14] argues that one of the benefits of customer satisfaction is that it can increase customer loyalty, as shown in the figure below

Customer satisfaction is an emotional response to the evaluation of the consumption experience of a product or service. Kotler defines customer satisfaction as the level of one’s feelings after comparing the performance (or results) that he feels compared to his expectations (Kotler, Philip, and Garry Armstrong, 2005). Basically, customer satisfaction includes the difference between expectations and performance or the results obtained.

According to Kotler [1], satisfaction is feeling happy or disappointed someone who appears after comparing between perceptions or impressions of the performance or results of a product and expectations. So, satisfaction is a function of perception or impression of performance and hope. If the performance is below expectations, the customer is not satisfied. If the performance meets expectations, the customer will be satisfied. If the performance exceeds expectations, the customer will be very satisfied or happy. The key to generating customer loyalty is to provide high customer value.The relationship between customer satisfaction and loyal customers is disproportionate [2], for example, customer satisfaction is ranked on a 1-5 scale, namely:

1. Customer satisfaction at a very low level (level 1), most likely customers will move away from the company and speak ill of it.

2. Customer satisfaction at level 2 to level 4, customers feel somewhat satisfied, but it is still possible to move when a better offer appears.

3. Customer satisfaction at level 5, customers are very likely to buy back and even disseminate good news about the company.

High satisfaction or satisfaction creates an emotional bond with the brand or company and is not only fixated on reasonable choices.While satisfaction according to Kotler and Armstrong (2001: 9): Consumer satisfaction is the extent to which the assumption of product performance meets the expectations of buyers. If the product’s performance is lower than the customer’s expectations, the buyer is satisfied or very happy. According to Zeithaml and Bitner (2000: 75) the definition of satisfaction is: Consumer response or response regarding fulfillment of needs. Satisfaction is an assessment of the features or features of a product or service, or the product itself, which provides the level of consumer pleasure related to meeting consumer consumption needs. Consumer satisfaction can be created through quality, service and value.

Customer expectations are believed to have a large role in evaluating product quality (goods and services) and customer satisfaction. Customer expectations basically have a close relationship between determining quality and customer satisfaction. Customer expectation always exists because of four things (Kertajaya, 2004):
1. Individual Need or individual needs
If your customer already has high demands, then his expectations are definitely high too.
1. Word of Mouth
Customers can have certain expectations because of other people’s stories. Other people’s stories are often seen as references.
1. Past experience or past experience
People who already have good experience in the past will be able to receive services at least the same as they used to be. If not, he will be disappointed.
1. External communication or external communication
It is an attempt by the company to promise something to customers in order to attract customers.

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Source by Yufi Priyo

Views: 0
October 8, 2019