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School “El Sagrado Corazón de Jesús” Customer Service. Miss. Ana Lucía Pérez García

CUSTOMER SERVICE

Alejandra María Loranca Melgar 10th “C” Key number 10


INDEX INDEX 1. Customer Service. …………………………………………….1 1.1. 8 rules for good customer service………. 1 1.2. Customer relationships.……………………. 1 1.3. You need to know…………………………….. 1 2. Positive word of mouth……………………………………..2 2.1 The cost of a lost customer………………… 3 3. Keep changes in the diverse nature of customers. 3 3.1. Goodwill…………………………………………..3 3.2. Increasing customer diversity……………. 3 3.3. Age issues…………………………………………4 3.4. Globalization…………………………………….4 3.5. Work-Life Balance……………………………. 4 4. The ultimate goal……………………………………………. 5 5. Using behaviors that engage your customers…….. 6 5.1. 2 important rules of communication….. 6 6. Non verbal communication differences across cultures……………………………………………………………. 7 6.1. Variables that can have implication In customer service………………………….. 7 7. Improvement analysis (Wendy’s)…………………….. 8 8. Customer service in banks………………………………. 9 9. Coca-Cola……………………………………………………… 10 10. Costco and the power of High-Quality relationships…………………………………………………. 11


External customer: People whom Internal customer: People who are We do business OUSIDE Reliability: able toTHE be trusted. in the INSIDE THE COMPANY

1.3. You need to know: 1. CUSTOMER SERVICE

E-commerce: business • Customer service is the life of any business. conducted on MOUTH the 2. transactions POSITIVE WORD OF • Customer service is about making the customer to get internet. back CUSTOMERS: KEEPS • The idea of good customer service is forming a It costs fiveoforMouth: six times Advice as much to Word o GET a new relationship with customers. customer as it does to KEEP an existing one. recommendation. Some people think that advertising is a good way to

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introduce people to customer buy. 1. 1. 8 rules for good service: 1. Answer your phone: become accessiblepeople to buy Advertising effectiveness to introduce 2. Don’t make promises unless you keep them 25% TV 3. Listen to your customers 13-15% News paper, magazines. 4. Deal with complaints 63% – even - if there’s ADVICE OR 5. Be helpful no immediate prove of it RECOMMENDATION 6. Train your staff to be helpful, and knowledgeable. 7. of Take the extra step Word mouth is the best way to attract customers. 8. Throw in something extra. It increases awareness of products and service, but recommendation tothat actual decisions 3.1. Goodwill: Thelead image a company has. to purchase those products 1.2. and Customer services. Relationships

E-COMMERCE has a big impact on WORD OF MOUTH

3.2. Increasing Customer Diversity: The term DIVERSITY in Customer Service means that your customers will come from diverse backgrounds. CUSTOMER SERVICE WILL ALWAYS BE THE DESICIVE BATTLEGROUNG WHERE

WINNERS ANS LOSERS ARE QUIKLY SORTED OUT.

2.1 The cost of a lost 1. 2.

Assuming that a costumer had a bad experience in a THE NATURE OF CUSTOMERS company, this person is going to tell eleven other people approximately, these eleven people will tell the customer’s

CHANGES EXPECATIONS experience to IN otherEMPLOYEE five. Totally, the company where the customer had a bad experience is losing 67 customers. 32


3.3. Age Issues: People are not doing what other did at that age. Purchasing power is found in all ages.

3.4. Globalization: By giving customer efficient services, people will establish long-term relationships.

3.5. Work-Life Balance: now a day, people can work at any time.

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4. THE ULTIMATE Using behaviors that GOAL engage your Developing customer loyalty for life.

customers… is about the little things 6. NON VERBALIt COMMUNICATION you do. of any company is to maintain The intention DIFFERENCES ACROSS CULTURES

business. Behavior: What people do.Tramited to others by two This of is communication: one way we convey behaviors to others. ways People see us doing something and extract KEY ELEMENTS: a. VERBAL: (using words, language) meaning from our actions. 1. What makes your customer loyal?! b. NON VERBAL (With out words.) People consider non verbal cues even more 2. How can loyalty be measured? carefully when the words we use are unclear, ambiguous, or of a different language. Having a good attitude because it comes apparent 

Produces as a result: CUSTOMER-DRIVEN to others trough behaviors. SERVICE QUALITY. Different cultures  A behavior is assign visible.different There aremeanings behaviorstoof

Focus ofgestures, everythingposture, on a company mostspatial important element. individuals andsilence, organizations. relations, emotional expressions, touch, physical appearance, and other non verbal cues.

5.1. 2

important rules of communication 

WORK HARD TO MAKE CUSTOMERS HAPPY!!!!!!!!! Some elements of non verbal communication is This is NOT customers’ consistent acrossservice: cultures. a. Customer satisfaction kept though out the products. 1. the Anything Maintain quality.can a will communicate. 6.1. Variables that can 2. to The receivers thehave message are going to determine b. Response some offer oroftemporary special initiative whatbein itgained, means. implication customer service: (Loyalty must not bought.) This means that the projected personality is in eyes c. Large market share (competition could be deficient and of the person Proxemics: It is relates to space. Keep who receives it. more attractive) space when we talk to customers. Nevertheless d. Repeated buying. some behavior almost always gets a good response.  Personal space: Some people are This IS customers’ service: accustomed to sitting close to each other. a. Driven by an overall satisfaction b. Involves commitment to make a sustained investment in a ongoing relationship with the company Combine attitudes and behavior....

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7. Improvement analysis Wendy’s “Quality is sour recipe” Reason for choosing it: We chose Wendy’s, because even though we think it is a nice restaurant, It has to be a reason for people to not buy their food in there. Improvement Analysis: Wendy’s may change its image, because it has been a long time with the same installations, it seems old, and not cool for young people to visit it. There’s not enough people cleaning the restaurants, bath rooms seem to be dirty, and it is not comfortable to go there. Food is very oily, and it is disgusting to eat it, because the oil drips out the food. French potatoes taste good, but they have too many condiments which are dangerous for health. Other reason because people don’t buy in there is because the logo of the restaurant doesn’t call people’s attention, so it would be nice for them to change it. The colors of the restaurant’s image are opaque, and the girl in the logo scares a little bit. To improve this, they could change the logo, and make it with brighter colors. Customer service is improving, even though it is not the best.

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8. CUSTOMER SERVICE IN 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. Staff at the desks are surly, increasingly underqualified and often unable to answer questions. 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. 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.

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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. 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. So they only recruit people who already exhibit good communication skills. And unlike other services that operate primarily over the telephone, the staff at First National do not use scripts. The managers recognize that customers find them impersonal and unnatural. 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. Not everyone wants a chatty, friendly service. 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. First National is also preparing to adopt this personal approach to its internet banking. 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. . 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.

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The demanding Jerusalem’s court presented a multimillionaire collective demand against the company Coca-Cola. According to a Jerusalem’s resident, the company has been trying to fool lost of Muslims to drink it up. This demand is product of a publication on internet that shows the supposed formula of Coca-Cola. The demanding affirms that they deserve a compensation of a million dollars to each Muslim.

10. Costco and the Power of High-Quality Relationships

Even though Coca-Cola is a great company, we must be aware of all the ingredients it has. For example it uses burn sugar and candy to make it dark and sweet, and it uses approximately 1 cm of pure sugar in each can. It has Retailing giant Costco enjoyed substantial success at building cocaine leaves, caffeine, andhas salt. It has so much salt that it increases the thirsty sensation. ingredient isoutlets the alcohol, evenalmost if it doesn’t have on a customer loyalty. Another the warehouse spend nothing lot; it is still dangerous for our health.

traditional advertising but have grown dramatically largely by word of The in most dangerous ingredients of customers Coca Cola tell are other phosphoric acid and mouth. short, enthusiastic Costco people.

aspartame, which combined with other chemicals are known to cause cancer, Costco,andthe wholesale diabetes, other sicknesses. club company, is a real-life example of

howEven greatin customer relationships generate economic benefits. the first minutes after drinking a Coca-Cola our body reacts toMore the thansugar 80 and percent ofbycustomers report a willingness to recommend caffeine decontrolling the metabolism casing lack of sleep and bursttoof their energy.friends and associates. The company has grown to Costco So as50a conclusion it is better despite to moderate how frequently we drink Coca-on almost million members spending next to nothing Cola and or in which quantitiesWhile we drink advertising marketing. a it.typical discounter carries 40,000 MORE:keeping http://www.slideshare.net/mafer_c/coca-31012753 (SKUs)SEE (stock units—essentially the number of products sold), Costco stores have only 4,500—only those items where it can provide outstanding value. sales per store are almost twice those at Sam`s Club, its closest competitor. Costco`s success funds a generous compensation package for its employees. New hires start at $10 an hour—high for the retail industry—and progress to $40,000 a year after three years. They receive a benefits package virtually unequalled in the industry. Low turnover and long tenure reduce hiring and training costs and boost productivity; they also contribute to Costco`s remarkably low inventory-shrinkage rate, which is only 13 percent of the industry average. The company eliminates bad profits through a generous return policy—there is no time limit on return e3xcept for a limit of one year on computer technology items. Costco`s earnings have grown at about 12 to 17 percent a year, over the past decade, even in a difficult economic environment.

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