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Melissa Cruz Castillo 10th grade CCLL “B” Key: #6

INDEX Improvement Analysis ………………………………………………………….. Ethics Presentation ………………………………………………………………. Reading Comprehension ………………………………………………………… Presentations and Summary …………………………………………………… Pictionary ……………………………………………………………………… Extra information ………………………………………………………………

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IMPROVEMENT ANALYSIS During this unit, I learned what customer service is and how does it is applied in our daily life. Every company has their own customer service, and depending of that, it comes the word of mouth, e-commerce and loyalty. Without these elements of customer service, no organization or company can succeed. I think I improve in the way I was believing the roles of the employees as an internal and external customer, also I realized the importance of the service that any company gives us, and the ways of improving their mistakes. Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a commitment to a customer service this raises the bar of competition.

VITAMIN WATER As other companies Coca-Cola was not the exception to have a problem and been demanded by the costumers. This water has been supported with nutrients and electrolytes, also has flavorings caffeine and sweeteners. The truth of this product is that is only water with a lot of sugar, this product might be not be consumed by people with diabetes or can produce diabetes to people that doesn’t have. But now this company is facing a class action on this huge marketing business, no one told the truth about garbage loaded with sugar in their drinks. Judge Levy announced that the application itself was valid, and recommended that Coca-Cola to address the accusations in court. The case is now another judge is expected to eventually go to trial, by the recommendations made by Judge Levy. If all goes as planned, Coca-Cola will soon have to defend Vitaminwater claims to the jury and the court, which CSPI believes it will be a turning point for Vitaminwater brand Coca-Cola. It’s better if we don’t drink a lot of this water because it supposedly has vitamins and it is the opposite. So, know you are going to drink this water?

Customer Service Reading Name: Melissa Cruz Castillo. Grade: 10th grade CCLL “B” Key: #6. Date: Feb 17th 2014 

You are going to read an article about customer service in banks. Six sentences have been removed from the article. Choose from the sentences A-G the one which fits each gap. Write the letter in the space provided to complete the sentences. There is one extra sentence which you do not need to use.

A Although people do not expect much from the internet these days, this will change in the future. B The managers recognise that customers find them impersonal and unnatural. C First National is also preparing to adopt this personal approach to its internet banking. D They have the attitude that some skills, such as keyboard skills and so on, can be taught, but a member of staff can’t be taught to be a nice person. E Telephones are very personal because staffs are speaking to people on their own territory. F And if customers try to contact the bank by telephone, they are put through to a call centre in another country where they have to speak slowly in order to be understood. G Not everyone wants a chatty, friendly service.

Customer Service in Banks The banking profession doesn’t have a very good reputation for customer service at the moment, and it’s not just due to loss of savings. High street branches are shutting down and where banks are available, their opening hours are inconvenient. Staffs at the desks are surly, increasingly under-qualified and often unable to answer questions. F. Astonishingly, however, 86% of the customers at one bank are either ‘extremely satisfied’ or ‘very satisfied’ with the service they receive. And what is even more surprising is that the bank in question has no High Street outlets at all. First National bank is run entirely through the telephone and the internet. And its success shows that customer service is just about face-to-face contact with clients. The primary concern of the bank is recruiting the right people. D. So they only recruit people who already exhibit good communication skills. And unlike other services that operate primarily over the telephone, the staffs at First National do not use scripts. B What this bank asks for is that staff be themselves and establish a rapport with their customers. Part of this is recognizing people’s needs. G. Some want the process to be swift and efficient. The member of staff has to pick up on the caller’s mood and react accordingly. C . The idea that customer service can be improved on a medium where there is no actual contact with a member of staff may seem strange at first. However, the website designers at First National spend a great deal of time understanding their customers and offering services which meet their needs. A First National is already taking steps to fill this demand. They already offer a service in which customers receive a text when funds are received or when their account falls below a certain level. In the future, online systems may pre-empt customers’ needs in even more sophisticated ways.

Additional Instructions: Notice the highlighted words, please write the definitions, synonyms or your own explanation for each of them. Make sure that they are defined in the appropriate context to match this reading. Then, write a short paragraph defining why you believe Customer Service is important in business.

         

Branches: One of the local offices of a large company, such as a bank, which is open to the public. Shutting down: If a business or organization shuts down or someone shuts it down, it stops operating either temporarily or permanently. Staffs: To provide workers for a particular organization. Outlets: A store that sells a particular company's products or products of a specific type. Primary: More important than anything else. Recruiting: The process of employing new people to work for a company or organization. Scripts: The text of a film, play, broadcast, or speech. Rapport: A good understanding of someone and an ability to communicate well with them. Demand: To ask for something forcefully, in a way that shows that you do not expect to be refused. Pre- empt: To do or say something before someone else does, especially to prevent them doing or saying what they had planned or to prevent their action being effective.

The importance of customer service in business I think customer service is very important in business because without customers there would be no business. Also, customer service does more than simply provide a means to drive sales. A loyal and good customer service shows customers that the business does care and they want their customers to be happy.

CUSTOMER SERVICE A customer service is the service provided to customers before, during and after purchasing and using goods and services.  Loyalty  No organization can succeed without building customer satisfaction. Essential Elements     

Word of mouth: personal advertising Customer relationships: Going beyond E-commerce: buying through internet. External Customer: People outside the company that works with it. Internal Customer: Employee.

WORD OF MOUTH  It costs five or six times as much to GET a new customer as it does to KEEP an existing one.  Some people think that advertising is a good way to induce people to buy.  Word of Mouth is STILL the best way to attract customers.  The uses of electronic media are ways to spread the word.

GOLDEN RULE  Customer service will always be the decisive battleground where winners and losers are quickly sorted out.

LOYALTY  The ultimate goal of customer service is to create customer loyalty.  Overall Satisfaction Repeated buying Willingness to recommend the company to others (positive Word of Mouth) Resistance to switch to a competitor 

NOT COSTUMER LOYALTY  Customer satisfaction alone  A response to some offer or temporary special incentive  Large market share

 Repeated buying

USE OF BEHAVIORS THAT ENCOURAGE YOUR CUSTOMERS  Every organization like every individual has a personality. This sends information to the customers and the employees.  Keep in mind the following:  Everything can constitute communication and the receiver of the message determines what that communication “means.”

Nonverbal Communication in Different Cultures  People see us doing something and they extract a meaning from our actions.  Culture should be done with common sense  Different cultures assign different meaning to gestures.

Variables That Can Have Implication in Customer Service  Proxemics: It is related to space.  Personal Space: Some people are accustomed to sitting close to each other.



Word of mouth

Customer relationships


The process of telling people you know about a particular product or servic e, usually because you think it is good and want to encourage them to try it.

The way in which a business and its customers feel and behave towards each other over a period of time, and the effect of this on the business.

The buying and selling of goo d services over the internet.

E- commerce

Example  Word of mouth helps the company to get more clients.

 Every year the costumer relationship between everyone is better.

 E-commerce is more popular in this century.


External Customer

A customer of a product or service who is not an employee or part of the company that supplies it.

An employee or department

Internal Customer


 Wikinomics is an example of external customer.

 Small companies often use internal customer.

That uses goods or services supplied by their own company as part of their job.

The value to a company or organization of things that cannot be directly measured, for example, its good reputation or its customer’s loyalty.

 My mother always tells me that goodwill for a company is an important aspect.

REFLEXION Before, I had no idea of what food I was eating, or what is customer service but now, I´m very glad of knowing all of this. What I learned last week is that I have to be careful with the food I’m eating. It’s amazing the damage that food can produce, also a lot of companies have bad customer service and no one notices that. I think that we made the difference and we can change everything we want.

Customer service reading feb 17th  

Customer portfolio Unit 1.

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