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“Colegio Sagrado Corazón de Jesús” Customer Service Miss Ana Lucía Pérez


Andrea Camila Domínguez Lara 10th Bach CCLL “B” #7


Index Improvement Analysis -Subway…………………………3 Reading Comprehension……………………4 Ethics Presentation -KFC………………………………………….6 -Reflection ………………………………………8 Pictionary……………………………………………9 Presentations and Summary……………………12 Extra Information - Costco and the Power of High-Quality Relationships….15 Pictionary…………………….17 Homework………………………….18 Reward the right actions……………19 Actions Tips for Efficient Use of the Phone………20 -Extra information……………22


Improvement Analysis Company name: Subway Improved product reliability: the company can have better options Improved product durability: they can preserve the vegetables in a better way. Reduction in the number of complains: give polls to the people and ask them to write the things the company can improve. Have a better costumers´ service. Reduced waste and products returns: make a plan of improvement. Ask people exactly what they want, before they change their minds and ask for a different thing and throw away what you already started. Improved image: make better commercials, and better propaganda.

Improved staff moral and lower staff turns over: They could organize a meeting once a month to talk to the employees and make them better persons to work there. Reasons for choosing it: Because we have been in subway and we haven’t been fully satisfied with the customers’ service. Ways of improving:    

Better ways of selling their product. Improve costumers´ service Improve their product Improve in the way the personal or staff treats the customer.


Customer Service Reading

Name: __Camila Domínguez Grade: 10th Bach CCLL “B” Key: _7_ Date: 02-15-14 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 staff 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. Staff at the desks are surly, increasingly under-F qualified and often unable to answer questions. . 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 D is recruiting the right people. . 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 What this bank asks for is that B use scripts. G


staff be themselves and establish a rapport with their customers. Part of this is recognizing people’s needs. . 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 A 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.

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: ramify Shutting down: close Staff: people who are part of the business. Outlets: A way of expressing strong feelings that you would normally not express Primary: first-string Recruiting: enlist Scripts: compose Rapport: A relationship in which people like, understand, and respect each other Demand: claim


pre-empt: replace Customer service is important in business because all the time you’ll be surrounded by a lot of people talking, you need to know how talk them and what is the right way to relate with them. Is not just how to do the things is also in what way you are going to treat the people in the business. Is important to give the best service as a business and give the real and right image of the company or the name where you work, and let the customer know they are receiving the best product and the best treat so they can tell a friend to tell a friend and that way you give a good impression in the market.

Kentucky Fried Chicken

• KFC was founded by Harland Sanders; he began selling fried chicken from his roadside restaurant in Corbin, Kentucky. •

KFC is the second largest chain of fast food restaurant in the world.

KFC was one of the first fast food chains to expand internationally.

"Nobody does chicken like KFC" and "So good. “ •

Chicken products, chicken fillet burgers and wraps, as well as salads and side dishes such as French fries and coleslaw, desserts and soft drinks.

KFC has been criticized by its animal welfare record, obesity and damage of the environment.

Dangerous Ingredients •

KFC suppliers cram birds into huge waste-filed factories, breed and drug them to grow so large that they cannot even walk, and often break their wings and legs. It becomes genetically manipulated


organism. The recipe for the KFC chicken batter is flour, sugar, salt, black pepper and monosodium glutamate (MSG). All by itself, this is a recipe for chronic degenerative disease because the flour and sugar are highly processed, and the MSG is a toxic that Dr. Russell Blaylock links to obesity, cancer and neurological disorders. CHICKEN WITH RATS, PAYING FOR DISEASES •

The chain of restaurants of Kentucky Fried Chicken had closed 13 restaurants after a video was uploaded into the Internet and presented in television- shows in which you can see a plague of rats in their kitchens.

According to Ontario University the rats can cause many diseases such as bubonic plague, salmonella, rat-bite fever, leptospirosis, tape worms. Consequently, the shares of the company have fallen into the Stock Exchange, for criticism and rejection around the world.

It is not the first time this restaurant is criticized for the anti-hygiene and improper handling of inputs for food preparation.

KFC ordered to pay $8m to brain-damaged girl •

Seven-year-old Monika Samaan became seriously ill after eating the chicken wrap at the Villawood KFC in 2005, suffering brain damage by Salmonella that has left her confined to a wheelchair and unable to speak.

What is Salmonella? •

Salmonella is a disease causes by bacteria (salmonella) found in the intestinal tract that causes food poisoning. It is infected usually by bad sanitation, contaminated water or food and negligence.

It symptoms are gastroenteritis and fever, people recovers by treatment but in some cases the ones with a weaker immune system die. •

Justice Stephen Rothman found in favor of the family last Friday, and this afternoon he ordered the fast-food giant to pay the family $8 million in compensation plus costs.

Unlike Monika, who was in a coma for six months and in hospital for seven, her parents recovered.



Mr. Samaan had given up his job as a forklift driver so he could help look after Monika

What they don’t tell us Some restaurants take the truth and take it away, it amazes me how they do it, being one of the biggest restaurants or company chains. Some people hide their moral risking their reputation. Nowadays it is better being an ignorant business than being a person with values and having respect for people who are looking for the best product to consume. KFC is the second biggest restaurant chain in the world and that claims giving the best food and products but that’s not the case, the ugly truth is that they do horrible things to the animals to serve bigger chicken pieces and they add a lot of chemicals in the process. One of the most famous tidings is about a girl called Monika Samaan who became seriously ill after eating a chicken wrap in KFC suffering brain damage that has left her confined to a wheelchair and unable to speak because of poor cleanliness and hygiene creating the salmonella bacteria. One of the other cases is about Chinese food, we all know that many things have happened with that food, such as people replacing rats as chicken and giving the people reasons not to eat their food to avoid that kind of situations. But here comes the culture, in their regular life is normal to do that. People had taken risks eating all the meat and protein foods their body can need just to survive to massive situations.


Pictionary Word Word of mouth

Definition Is the passing of information from person to person by oral communication

Example Picture My sister told me the movie The Hunger Games was great.

Customer service

Is the provision of service to customers b efore, during and after a purchase.

The customer service of Claro is not good.

EIs a type of industry commerce where the buying and selling of products or services is conducted over electronic systems such as the Internet and other computer networks. External People outside the Customer company with whom we make business.

E-commerce is the easiest way to shop.

Internal Customer

My brother works as an internal customer in that store.


My mom is an external customer of Cemaco.


Advertising the act or practice of calling The advertising of public attention to one's prod that phone was uct, service, need, etc., espe effective. cially by paid announcements in newspape rs and magazines, over radio or television, on billboards, et c.


An attitude of kindness or friendliness

The goodwill of that woman makes me comfortable.


the state or quality of being different or varied

The diversity in the school in notorious.


the process by which a company, etc, expands to operate internationally

Globalization is a tending topic in that company.

Customer loyalty

Is when the customer is engaged to the company.

Coca Cola has a big customer’s loyalty.



Your behavior reflects how you are.


The way in which one acts or conducts oneself, especially towards others What we say

Non verbal

Without words

The lady instead of using verbal communication is using non verbal.


It is related to space.

In the US tend to position themselves at arms- length.

He gave a verbal abuse to people for no reason.




Summary Presentations KFC is the second biggest restaurant chain in the world and that claims giving the best food and products but that’s not the case, the ugly truth is that they do horrible things to the animals to serve bigger chicken pieces and they add a lot of chemicals in the process. The Coca-Cola Company sells "vitamin water" as a healthy alternative to tap water and sugary sodas. But now this company is facing a class action on this huge marketing business, none of which told the truth about garbage loaded with sugar in their drinks. Cows are injected with BST/BGH (which is an antibiotic) and this causes mastitis. The pus of infection of the udders ends up in the milk, and the number of bacteria in milk increases. What we are consuming are antibiotics through our food and this contribute the bacteria resistance to antibiotics Walmart gives low prices to the external customers, and the way they treat their employees is bad, paying them low salaries.


Costco and the Power of High-Quality Relationships Retailing giant Costco has enjoyed substantial success at building customer loyalty. the warehouse outlets spend almost nothing on traditional advertising but have grown dramatically largely by word of mouth. in short, enthusiastic Costco customers tell other people. Costco, the wholesale club company, is a real-life example of how great customer relationships generate economic benefits. More than 80 percent of customers report a willingness to recommend Costco to their friends and associates. The company has grown to almost 50 million members despite spending next to nothing on advertising or marketing. While a typical discounter carries 40,000 (SKUs) (stock keeping 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.





Definition Sentence Image


To perceive (sound) by the ear

I heard about the bad news.


To pay attention; heed.

You don’t listen to me when I talk.


One that is in charge of passage through a gate.

The gatekeeper will tell when you can come in.


A disadvantage or inconvenience.

The team had a lot of drawbacks.


Homework Read the story of Garth´s call to the car dealership preented on page 56. Then, describe four telephone use problems that probably led to Garth´s irritation and his decision not do business with that dealer. Problem 1: the people who work on the dealership did not used courtesy titles. Problem 2: they did not answer with professionalism. Problem 3: they were not prepared to handle calls. Problem 4: they man didn’t wait until the conversation was over to hang up. Mention six telephone tips in this chapter that could avoid these issues from happening. 

Learn to use the phone’s features

Avoid unnecessary call screening

Use courtesy titles

Answer promptly and be prepared to handle calls

Answer with professionalism

Keep your conversation tactful and businesslike


Reward the right actions A company reward its employees for not getting any complain. It can be that they are getting complains but they are being ignored or restrain. Complains are valuable indicators of ways we can do it better.  

 

Rewarding employees for fast transaction. (Rushing the customers) Encouraging salespeople to cooperate with each other. (While they trip over each other to approach to a new customer before other guy gets him). Doing things out of job time. (Send thank you notes to the customers but not doing it in job time, this shows is not that important). Stressing the need to reduce the amount of returns merchandise by punishing employees who accept too many returns. (Customers see that the employees don’t take back merchandise that is unsatisfactory) Paying per hour instead of doing it by the task accomplished. (What they are really doing is paying to the employees for consuming time).

Giving rewards should be really given to the employees who truly deserves it and should be given to the employees that show a good customer service and that is consistent with the company’s mission and service theme.


Actions Tips for Efficient Use of the Phone Action Tip 17, Make Your Greeting Message Efficient In answering machine or voice mail to capture messages when you are not available, keep your greeting message accurate and not too long. Some tips are:  Do not give specific information  Keep it not too long Recorded messages may also ask for specific information from callers. Do not, however ask for too much. When you leave a message on another’s person phone, be sure to state the following:     

Your name Time and day of your call Explanation of why are you calling Your phone number When can you be reached

Action Tip 18, Learn to Use Your Phone’s Features Many business people have no idea how to use electronic devices. Is important to make sure how to use them for customer satisfaction. The most frequently used features or even the most basic phone systems are the hold button and call transfer. Before you use any of this two, be sure to ask them if it’ll be okay if you put them in hold (for a specific time). When you transfer a call to another person, take a moment to explain what you are going to do to solve their problems or doubts. Action Tip 19, Plan Your Outgoing Calls for Efficiency When placing a business call, plan what you will say, write down some notes including:  The purpose of your call  A list of information you need to give or need

21 Be sure to identify yourself and the reason for your call at the beginning of the conversation.

Action Tip 20, Don’t Let the Telephone Interrupt Important Live Conversation If you are talking live to someone, do not assume that the phone call is important or should be accorded priority. You must take the call and excuse yourself, and tell the caller you will be happy to call back in a specific time.

Work to Improve Your Telephone Communications Telephone skills are essential for career success in every field. Take the opportunity to watch videos that teach new and specialized skills. If you supervise other people, don’t hesitate to critique their telephone skills, give them advices of ways they can improve to show professionalism. Listen carefully to both tto spoken and unspoken messages that may be sent your callers. Remember that when you use the telephone they can’t see you, so help them “see” you in the possible light by your use of wining telephone techniques. Call Centers: Building Relationships One Phone Call at a Time Many organizations have centralized phone answering services for most customer calls. 10 years ago when a customer had questions or concerns about a product or service, they would usually call the company and ask to speak to a representative, and this person could answer most of the questions in a desk with a telephone, a notepad and some pen or pencil, but if not they would say they had to research the issue and tell the caller to leave his or her number and name. The times have changed; some things would be totally unacceptable to today’s customers. Well run call centers can make easier the service and better customer’s service.




Portfolio II Unit  
Portfolio II Unit