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SERVICE The ultimate goal of your company Use of behaviors that encourage your customers. The benefits of Word of mouth Top 10 List: the Greatest Business People


Improvement Analysis of Cinepolis ~2~

Reason for choosing it: 

We choose Cinépolis because we think that is a very popular company that a lot of people prefer.

We chose Cinépolis because the cinema had a great impact on the thoughts of a person in a given situation. Another reason is that unites the family, friends, because after watching a movie, the person can comment on and express their opinion or simply spend a good time watching all the different genres of cinema with the people that appreciate it. And the last reason we chose Cinépolis, is that each time you walk innovating as the Cinépolis foundation, new products (coffee TREE, candy store and a lot more), rooms 4DX, and digital 3D, VIP, IMAX, MACRO XE and Movie Klic.

Improvement Analysis: 

The food that Cinépolis sales it’s too expensive so many people decide to not buy it in the

Sometimes they need a better service like be more kind and serviceable with all the persons so they can continue choosing this company, so we will be happy and conformable with the service that they provide.

The staff would have to be supervising the screening of the film, so that it does not run without a sound or for which the image is not stuck.

Best times to the cleaning of the health service at the beginning and at the end of the function because it is the time that people use this service more, not during the function. Since the majority of the time they are closed for cleaning before and after the function.


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The Coronel’s Secret Recipe (report)

Why We Choose This Company? We chose KFC because this company kills approximately one billion chickens per year with very cruel methods. The company ignored the warnings of the PETA organization, by the sadistic abuse of these animals. This is why we choose this company, because we are against animal cruelty. The Cruelty of the Origin of this Food •

In overcrowded cages

Ammonia vapors

Do not arrive at two months of age

They cut the peak

The exaggerated use of hormones

PETA CAMPAIN KFC promised to PETA that was going to make decisions with respect to animal welfare. But he has done nothing. In May 2001 would increase the demand for welfare but at present to been one of the more aggressive poultry industries.


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Presentation Information Why We Choose This Company? We chose KFC because this company kills approximately one billion chickens per year with very cruel methods. The company ignored the warnings of the PETA organization, by the sadistic abuse of these animals. This is why we choose this company, because we are against animal cruelty.

The Cruelty of the Origin of this Food

• • • • •

In overcrowded cages Ammonia vapors Do not arrive at two months of age They cut the peak The exaggerated use of hormones


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• • •

Processes of electrocoagulation Plucked The violent processes

PETA CAMPAIN

KFC promised to PETA that was going to make decisions with respect to animal welfare. But he has done nothing. In May 2001 would increase the demand for welfare, but at present to being one of the more aggressive poultry industries.

Undercover Investigation

The birds are slaughtered and drain their blood to put them in boiling water, but this process is flawed as most chickens are still alive and blood has not yet been drained when immersed in tanks of scalding water causing her flesh turns red.


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Internal Customer Confession:

http://www.kentuckyfri edcruelty.com/ugeorges.asp

Supporting Phrases

“I just find it bizarre – the massive gulf between the marketing of KFC, which plays on the whole soul food, hanging-out-with-friends angle, and the [factory] farm reality. They’re clever … to create that diversion to the point where you don’t think about the process behind it. I’m sure it would put people off for life.” By The Go! Team “I have been particularly concerned with the sufferings of chickens for many years; I find it unacceptable that violence is the basis of some of our food habits.” By Dalai Lama


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What Things KFC Can Do?

Accessing the program "Animal Care Standards", to reduce the ammonia in the air and improve the living spaces

Rules workers do not abuse the chickens

That change chickens

in

mechanized

harvesting

that of

That its rules are being verified Pamela Anderson Supporting PETA http://www.youtube.com/watch?v=RI6D1qBal3E

Visit the web page: http://www.kentuckyfriedcruelty.com/index.asp


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Buy the best coffee ever at Starbucks


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Try To Do This 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 recognize that customers find them impersonal and unnatural. C First National is al so 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


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telephone, they are put through to a call center 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


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recruit people who communication skills.

already

exhibit

good

And unlike other services that operate primarily over the telephone, the staff 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.


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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.  Branches: a local business, shop that is part of a larger business.  Shutting down: a cessation of operations or activity, as at a factory.  Staff: a group of persons, as employees, charged with carrying out the work of an establishment or executing some undertaking.  Outlets: an opening or passage by which anything is let out; vent; exit. Recruiting: a new member of a group, organization.  Primary: first or highest in rank or importance.  Scripts: the text of a manuscript or a document.  Rapport: relation; connection, especially a sympathetic relation.  Demand: to call for or require as just, proper, or necessary.


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 Pre-empt: prevent or to occupy in order to establish a prior right to buy. Then, write a short paragraph defining why you believe Customer Service is important in business.  The customer service is important in business because with this the company creates a serious public image of it and shows that the company does care about the problems of the client. Without this a company would not exist. The customer loyalty is very important to create a good word of mouth, the best means of publicity that a business has. Other benefits of the customer service are: increasing sales, staff satisfaction, competitive advantage, reducing costs and more. Taking into account the six basic needs: information, options, control, understanding, friendliness, fairness. This is why I consider the customer service the most important part that a company should have.


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GOT VINE? Some Studies suggest that the red vine is the best cure for heart problems


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Subway What is Subway? Subway is the American franchise specialized in selling submarine sandwiches and salads, owned by Doctor's Associates, Inc., but do this restaurant gives all they offer? The truth behind its bread

On february 2014, a blogger started a petition for the Subway Company to remove the chemical “Azodicarbonamide” from their bread.

They use this chemical as a “bleaching” agent. Other problems:

Subway has not only being demand for its bread, but also for many other things, these are some of them: – A man demanded Subway after he found a 18cm. Knife in his 33cm. sub.


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The Closure of Bancafe The Story of a bankruptcy announced

O

In 1998, BANCAFE SA, lost large sums of money he had invested in bonds of the Russian government after the announced suspension of payments. In October 2005 , Bancafe International Bank, lost others $ 208.6 million . What about the money?

O

In all cases , it has been the government itself has intervened to ensure the recovery and return of the money to savers. Representing the loan of $ 150 million that the World Bank is making an effort to ensure the recovery of the resources that have been reported as lost (Q.1, 600 million). Legal Changes

O

Among the legal changes made by thought reform we can find the Article 114 of the Banking Act , which now provides for the revocation of authorization of the financial -offshore - where "the entity is convicted by a final judgment by money laundering offenses or other assets and financing of terrorism. "


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The Exposure of Companies Many companies will not worry about the well-being of their clients in various aspects such as monetary, health, among others. As the following companies: Subway is a company which sells submarine sandwiches and salads. But this company uses a chemical called azodicarbonamide in its breads, which is use most commonly as blowing agent in the rubber and plastic industries. Another demand to this company was the sides of the sandwich because in every place of the world the sandwich of Subway has to be of 12 inches.


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Another company that was exposed was Bancafe, this company lost large sums of many after the announced suspension of payments. Leaving many families without money to live and the banking system was lack of cash circulation in the country. In many cases the government has helped several people to try to recover their money. In these two examples can be seen the lack of honesty on the part of business in the failure delivering a product or service of poor quality that affects humans. Today many companies like these have been exposed for their poor service such as KFC, McDonalds, Taco Bell, and among others.


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Pictionary Word Word of Mouth

E-commerce

Reliability

Durability

Definition

Example

Oral or written recommendation by a satisfied customer to the prospective customer s of a good or service. Buying and selling of products or services is conducted over electronic systems.

The word of mouth is very important for Apple Company.

The ability to be relied o n or depended on, as for accuracy, honesty or achievement. Is the ability to endure.

The reliability of the products is very important for a big corporate. The durability of that cell phone is very good.

Amazon is a good e-commerce website.

Advertising

The act or practice of The advertising of Cocacalling public attention Cola is very expensive. to one's product

Quality

In manufacturing a measure of excellence or a state of being free from defects, deficiencies and signifi cant variations.

The quality of the products is really bad.

Picture


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The process of ensuring customer satisfaction with a product or service.

External Customer

All those who are outside de company.

Internal Customer

All those who are working inside the company

Monica is an internal customer, because she likes eating in Pizza Hut.

Good will

Is the way that a company values the good reputation adds to its overall value. When a company decides to sells the product in other parts of the world, making an international product. Is a description of the problem to gaining facts for developing of new solutions. The body of persons employed by or active in an organization

Costco has a good will since 2001.

Age Issues

The age demographics of customers and employees are changing

Starbucks consider the age issues of its customers.

Work-life balance

Our world is shrinking and boundaries are disappearing .

The work-life balance in Apple is enormous.

Globalization

Improvement analyis

Personnel

The customer service department is the most important part of the company. Isabelle is an external customer because he likes eating in Pizza Hut, but she does not work in there.

Pizza Dominos have a globalization system.

Making an improvement analysis Pollo Campero can see the aspects to improve The personnel is an important part in a company


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Index  Improvement Analysis……………………………………………..2  Ethics Presentation  Reflective Essay……………………………………………….3  Presentation………………………………………………………4  Reading Comprehension …………………………………………9  Presentations and Summary  Presentations Subway………………………………………………………15 The closure of Bancafe……………….………..16  Summary…………………………………………………………..17  Pictionary…………………………………………………………………19  Index………………………………………………………………………..21  Extra information and Pictures  Top 10 List: the greatest business people..22  Word of Mouth……………………………………………….25  The ultimate Goal for a company…………………28


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1. Jeff Bezos: Amazon (pioneer in the world for e-commerce

2. Anne Mulcahy: Xerox (is the most infletial women in 2005 and 2009)

3. Brad Smith, Intuit (is the most successful financial software companies)

4. Howard Schultz, Starbucks (is alsoinvest actibely in other business ventures, such as eBay)

5. Larry Page, Google (is one of the best company)


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6. Tim Cook, Apple (is one of the newest innovative inventory management techniques)

Indra Nooyi, PepsiCo (another of Forbes 100 Most Powerful Women)

8. Warren Buffet, Berkshire Hathaway (is a perfect example of patience, proving that slow and steady generally wins the business race)

9.Sir Richard Branson, Virgin Group (owns more than 400 companies and is worth billios of dolars)

10.Rupert Murdoch, News Corporation (hard driven Australia-born head of an American publishing dynasty)


Shake up the Happiness ~ 24 ~


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Word of Mouth Positive Word of Mouth Keeps Customers

 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. (U.S. business spends about $11.5 billion a year on advertising.) Statistics

 Advertising effectiveness to induce people to buy:  25 % television advertising  15-13 % newspaper or magazine ads  63% advice or recommendation  Word of Mouth is STILL the best way to attract customers.  Advertising increases awareness of products and


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service, BUT personal referrals and recommendations lead to actual decisions to purchase those PRODUCTS and SERVICES. To sustain positive Word of Mouth advertising provide exemplary service. People talk about extraordinary experiences. The Impact of E-Commerce on Word of Mouth

 The uses of electronic media (Web pages, Social networking sites, and Blogs) are ways to spread the word. + /  It is now simpler than ever just by forwarding emails.  Posting on Facebook, MySpace, Twitter, etc. The Good and Bad News of Customer Service

 The bad news: the typical company will lose 10 to 30 percent of its customers per year mostly for poor service. (Customers go to the competition without hesitation.)  The good news:


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organizations that initiate effective customer retention programs may see profits jump 25 to 100%. Golden Rule

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

The Cost of a Lost Customer

   

Mrs. Williams 1 person Tells 11 other +11 persons Who tell 5 more +55 people Total who heard = 67 people


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The Ultimate Goal for a Company

Developing Customer Loyalty for LIFE Understanding Loyalty

The ultimate goal of customer service is to create customer loyalty.

This is NOT Customer Loyalty

  

Customer satisfaction alone (they could be satisfied today but not loyal in the future). A response to some offer or temporary special incentive (loyalty must be earned not bought). Large market share (competition could be deficient and your prices more attractive).


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Repeated buying (some buy for habit, convenience, or price: seeking alternatives).

This is Customer Loyalty

 

Driven by an Overall Satisfaction Involves Commitment to make a sustained investment in an ongoing relationship with the company.

Customer Loyalty Reflects

Combinations of attitudes and behaviors:

◦ ◦

Repeated buying Willingness to recommend the company to Others (positive Word of Mouth)

Resistance to switch to a competitor


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Buy the Edition #17 of Service Magazine Author: Ana Careen Villatoro Orellana Point of Sale: 4to Bach. CCLL “A”


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