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Colegio  Sagrado  Corazón  de  Jesús   Customer  Service   Mrs.  Ana  Lucía  


Good C ustomer   S ervice   i s   the   life   o f   a ny  business  

Customer service Madeleine Cesilia  Car  Camey   10th.  Grade  CCLL   Section:  “C”   March,  2014    

Index………………………………………………………………………………………………2 Improvement Analysis…………………………………………………………………………3 Ethics Presentation (Presentation, Investigation, and Reflective Essay) ……………….4-7 Reading Comprehension (sentence completion activity)………………………………….8-9 Presentations and Summary (you can copy paste presentations and work on your summary)…………………………………………………………………………………….10-14 Pictionary……………………………………………………………………………………….15-17 Extra information and Pictures…………………………………………………………………………………………18


It´s expensive  and  the  size  is  too  Little,  besides  the  time  we  to  wait  is  too   much,  and  sometimes  they  asked  us  for  the  change  and  when  they  gave   us  the  pizza,  they  asked  us  for  another  type  of  change.  The  images  are   not  in  accordance  with  the  real  food,  they  have  poor  ingredients  in  the   pizzas  and  they  invest  too  much  in  publicity.    

Improvement Analy sis They should:

Cook the  size  of  the  pizza  in  accordance  to  the  price.   Have  a  fast  way  of  cooking  with  the  same  quality.   Improve  the  quality  of  the  service.   Prepare  pizza  with  more  cheese  and  good  quality  of  ingredients.   Invest  more  in  the  food  than  in  publicity.  

Word of Mouth

People´s opinions • • • • • • •

Valerie A.:  “It  is  expensive.”   Alejandra  M.:”  There  are  no  enough  places  to  eat  there,  instead  of   calling.”   Ana  B.:  “Improve  the  way  the     restaurants  look,  and  more  space  to   eat.”   Emiliana  E.:  “They  are  unpunctual  and  the  orders  are  incorrect.”   Gaby  C.:  “They  should  have  playgrounds.”   Mary:  “If  the  price  is  less,  I  would  eat  more!”   Danna:”  Sometimes  pizza  is  cold,  and  it  is  not  in  accordance  with  I  


KFC Kentucky Fried Chicken, or better known as KFC, is the second largest fast food chicken restaurant around the world. The KFC system attends more than 12 million customers each day in 115 countries around the world. KFC’s most common selling product is the chicken. KFC was founded by a man named Colonel Harland David Sander in 1950. (KFC) KFC’s Responsabilites “There's more to KFC than great food. We promote education, diversity and animal welfare in a number of positive ways.” (KFC)

KFC’s Objectives

ü “Increase its percentage share of the fast-food market.” ü “Improve profit margins year-on-year to fund the growth of the company.”

ü “Return profit on investments to owners and franchisees.”

ü “Provide a tasty, health-conscious, chicken-based product that customers will enjoy and return to buy again.”

ü “Increase the profitability of its outlets to attract more investors and franchisee for growing its business and withstand pressure from other fast-food competitors.” (KFC)


KFC AND MONICA SAMAAN In 2005, Monika Samaan, a 7-year old girl from Sydney, Australia, was left brain damaged and now must use a wheel chair to get around after she ate a salmonella-tainted KFC chicken twister. Samaan and her entire family were sickened with salmonella poisoning, but she was the only one who didn’t recover and fell into a coma for about seventh months. Because of this, an Australian court ordered KFC to pay her and her family 8 million dollars, but the famous company refused to pay it. “We feel deeply for Monika and the Samaan family, however, we also have a responsibility to defend KFC’s reputation as a provider of safe, high quality food.” . After seven long years, Monika and her family won the case, and KFC finally paid them what they deserved


What is Salmonella Meningitis? Meningitis is an inflammation of the membrane surrounding the brain and spinal cord; it can be found in any kind of food. Salmonella meningitis can lead to brain damage and death. The overall mortality is 38% in infants. Some of the symptoms are: Ø Ø Ø Ø Ø Ø


Fever Vomiting Diarrhea Irritability Listlessness Soft Spot


It was   difficult   for   me   choosing   two   cases   between   all   the   topics   my   classmates   talked   about,   but   I   picked   KFC   and   BURGUER KING   cases.  The   word  “health”   was  not  in   both   of   them.   Health   is   important   to   people,   and   in   order   to   have   it,   we   have   to   eat   healthy   food,   but   sometimes  we  do  not  realize  what   we   are   eating   or   what   consequences   some   ingredients   are   going   to   have   in   our   bodies.   This   text   is   about   how   big   fast   foods   companies   have   their   dark   sides.    


A successful  Chicken  Fast  Food  Company   linked  with  some  of  the  chicken  ingredients   that  can  cause  cancer and diabetes,  for  example   monosodium  glutamate.  Chicken´s  growth   process  is  cruel  and  prohibited  in  many   countries.    They  are  treated  and  killed  in  an   inhuman  way.  Their  legs  break  due  to  their   heavy  weight.  Some  effects  on  us  are:   Alzheimer´s  disease,  high-­‐blood  pressure  and   ____kidney  problems.  

This case  is  about  not  100%  beef  meat  hamburgers.  It  has  been  said  that  some   of  its  patties  include  horse meat! A  guardian  reported  that  some  patties  in   Ireland  were  trained  with  horse  meat,  and  the  company  was  deeply  troubled.   Some  studies  shown  that  some  hamburgers  even  have  more  than  20%  of  horse   meat  in  their  structures.  

In conclusion, it is  important  to eat everything in moderation  and  take  care   of  our  portions,  but  also  know  the  ingredients  of  what  we  are  eating,   the  process  and  the  future  consequences  that  they  will  cause  in  our   bodies  in  order  to  keep  a  good  health!  Eat healthy and value your health!  



Reading Comprehension 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-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 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.


Additional Instructions Write the highlighted words definitions. Branches: A  lateral  división  or  subdivisión  of  certain  other  topics.   Shut down:  Become  closed  spaces.   Staff:  The  personel  who  carry  out  specific  enterprise.   Outlets:  A  passage  for  escape  or  exit;  a  vent.   Primary:  Principal.   Recruiting:  To  supply  with  new  members  or  employees.   Scripts:  The  letters,  characters,  or  figures  used  in  writing  by  hand.   Rapport:    A  sympathetic  relationship  or  understanding.   Demand:  The  act  of  requesting  something.   Pre-emt:  To  make  a  high  opening  bid.  

Customer Service is Important because… It is the ability to reach success and be competitive. It is a tool, that helps our business to be capable of have customers and keep them. In order to be a good business, you have to have and excellent customer service. Customer service is defined as: • It is the ability to provide a service or product in the way that it has been promised. • It is about treating others as you would like to be treated yourself! • It is an organization´s ability to supply their customers´ wants

and needs.


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

This is NOT Customer Loyalty

This is 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).  

— Driven by  an  Overall   Satisfaction      

— Involves Commitment  to   make  a  sustained   investment  in  an  ongoing   relationship  with  the   company.  

— Large market  share  (competition   could  be  deficient  and  your   prices  more  attractive).  

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



Resistance to switch to a competitor 10  

Repeated buying

Willingness to recommend the company to others

} Every organization like every individual has a personality. This sends information to the customers and the employees.

} Behavior is what people DO. It is transmitted in two ways: } Verbal (what we say) } Nonverbal (without words) } The receiver of the message determines what that communication “means.” } The receiver of the message

} People see us doing something and they extract a meaning from our actions. } Different cultures assign different meaning to gestures. Some cultures assign different meaning to posture, emotions, spatial relations.

determines what that communication “means.”


} Word of Mouth is STILL the best way to attract customers. (63% of all media) } Advertising increases awareness of products and service, BUT personal referrals and recommendations lead to actual decisions to purchase those PRODUCTS and SERVICES. } People talk about extraordinary experiences.

The Cost of a Lost Customer Mrs. Williams Tells 11 other

1 person +11 persons

Who tell 5 more +55 people Total who heard = 67 people

} Customer service will always be the decisive battleground where winners and losers are quickly sorted out. 12  

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.       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.  

Costco`s earnings have grown at about 12 to 17 percent a year!


Finally, Customer service is the ability, a tool to have customers and keep them. It is important to take care of facts like : personal space because it depends on the culture and region. Also, having a nice and patient personality with everyone. Gestures and postures are essential to be a good business man or woman. The golden rule is that customer service is a battleground where winners and losers will be quickly sorted out! Differ from customer loyalty, and what is not customer loyalty is difficult. But keep in mind that customer loyalty involves commitment, repeated buying not because of a specific sale but excellent service and good word of mouth! Word of mouth is an essential part of Customer Service. Costo company has grown more than 80% by word of mouth. Word of mouth is the 63% of all the ways of advertising. E-commerce is also important, to keep your company competitive! Social networks will help your business to grow and develop! Some of the most interesting words I have learned are: rapport (sympathetic relationship), demand (the act of requering something), outlets (a passage outside a store, and shut down (become closed spaces). I also watched “Cover Boss Subway”, which is an incredible program because it shows how important it is to be a good person in business. Many of the subway employees won prices because they were nice, intelligent and patient. They were Efrain, Duane, Sherri and Jesse. In unit one, I will not forget to eat healthy and appreciate my mom´s food. I will avoid fast food as KFC and Burger King. Eat everything in moderation, value your health and value your body! 14  

Cust omer Rela tionship: The  

practice of  building  a  strong  relationship  between  a   business  and  its  customers  and  potential  customers.   Abbreviation:  CRM   Example:  Her  business  has  a  strong  relationship  with   its  customers.  

E-commerce: Business  

transactions conducted  on  the  internet  

Example: She  bought  her  new  blouse  on-­‐line.  


Word of Mouth: It   is  a  form  o  f  promotion  in  which  satisfied   customers  tell  other  people  how  much  they   like  a  business,  product,  service,  or  event.     Example:  They  became  popular  by  word  of   mouth.      


Interna l Cust omer: An  employee  who  

Learn new words, and practice them, is important in life.

receives goods  or  services  produced   elsewhere  in  an  organization  as  inputs  to   his  or  her  work.   Example:  Mrs.  López  is  an  internal   customer  at  school,  because  she  works   there  and  her  daughter  studies  in  fifth   grade.  

Ext ernal cust omer: Someone  who  uses  or  is   directly  affected  by  a  company's  products.   Example:  I  am  an  external  customer  in   Walmart,  and  we  usually  buy  cereals,   sausages,  deodorant,  etc.  

Goodwill: The  value  of  a   company’s  brand  name,  solid  customer   base,  good  customer  relations,  good   employee  relations  and  any  patents  or   proprietary  technology  represent   goodwill.   Example:  The  restaurant  of  Joe  has  many   facts  to  solve  with  his  brand  name.        


Cues: a  signal  or  reminder   to  do  something.   Example:  I  can  identify  the  cues  in  the  new   customer,  but  sometimes  I  cannot,  and  it  is   difficult  to  make  him  or  her  feel   comfortable.      


Extra Information  




Customer Service Portfolio  

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