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)
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
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
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.
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.