Portfolio Unit 3 María Daniela Cifuentes Morales 10th CCLL “A” Key: 6
Contenido MY LEARNING PROCESS ...................................................................3 Power Point Presentation ................................................................4 Recognize and Deal with Customer Turnoffs ................................4 Personal Summary of each topic ....................................................6 Big Companies Buy Small Brands with Big Values ........................6 Recognize and Deal with Customer Turnoffs ................................7 Reflective Essay ................................................................................8 Final Test ..........................................................................................9 Scanned documents .......................................................................10 Daniela’s Steak House .................................................................10 The Weather Closet .....................................................................11 Big companies buy small brands with big values ........................12 Proofread documents ....................................................................13 Pictionary .......................................................................................13
MY LEARNING PROCESS HIGH SCHOOL LEVEL
COURSE: Customer Service TEACHER: Ana Lucia Perez Garcia UNIT: Third Academic Unit (June 9 - August 14) GRADE: 10 Grade A, B, C UNIT COMPETENCE: Creates business and marketing-related documents in a variety of contexts applying vocabulary, grammatical structures and topics seen throughout the unit. ACHIEVEMENT INDICATORS Creates project assigned by teacher to demonstrate application of information seen throughout the unit in oral and written form following rubric guidelines and the ability to work in groups. Organizes documents and proofread written assignments in a chronological order in the digital portfolio to assess comprehension and easily access information upon request. Applies vocabulary, mechanics, and punctuation following guidelines in a variety of contexts.
ACHIEVEMENT INDICATORS
Demonstrates understanding and is able to answer questions related to topic seen in class and apply business-related vocabulary in the partial test. Applies vocabulary and topic knowledge to answer questions presented in final unit test.
ASSESMENT ACTIVITIES 1. Project (Cooperative Work) A-plus Service Glogster, Edu, Prezi, etc.
2. Digital Portfolio Pictionary, Investigations, and Writings uploaded to Issuu 3. Topic Review Customer Expectations (Case Study: Small Brands with Big Values) Customer Turnoffs (Reading and Analysis) ASSESMENT ACTIVITIES
1.
Unit Three Partial Test Chapters 4-5 (Theory and Vocabulary)
2. Unit Three Final Test Chapters 4, 5, 6 (Theory and Vocabulary)
DATES
SCORING CONTROL
July 14
/100
Throughout the Unit August 11
/100
June 16
/100 /100
July 21
DATES PER WEEK
SCORING CONTROL
July 28
/100
August 11
/100
SCORING: All evaluations, tests, and activities will be graded over 100 points each. Final grades will be obtained from the average of all the activities, tests and evaluations done throughout the unit.
Power Point Presentation Recognize and Deal with Customer Turnoffs
Personal Summary of each topic Big Companies Buy Small Brands with Big Values
Even in challenging economic times, consumers have shown they are willing to pay a premium for “natural� products, organic foods, green-friendly products, and the like that carry a cost premium. Such values orientedcompanies make customers feel good, and big marketers want a piece of this profitable trend. This topic help me to learned new and important things about big companies, how they increase them customers and the way they work. Big companies buy small brand with big values to make customers feel good, and big marketers. Many customers today appreciate the notion that what`s good for you and good for the planet is the ultimate winwin. Being a consumer of companies that share you values can make you feel selfless.
Recognize and Deal with Customer Turnoffs Pet Peeves: irritation and/or annoyance Turnoffs: negative experiences People will always tell you some pet peeves about their experiences as customers when asked, they will easily recall situations where they feel they were treated poorly, or where they bought products or services that just didn´t measure up. I learned three types of turnoffs, value, systems and people ach one of this turnoffs have important things like: Value Turnoffs: ◦ Poor guarantee or failure to back up products ◦ Quality not as good as expected ◦ Price too high for value received System Turnoffs: ◦ Slow service or help not available ◦ Business place dirty, messy, or cluttered ◦ Low selection or poor availability of product People Turnoffs: ◦ Lack of courtesy, friendliness, or attention ◦ Employees who lack knowledge or are or helpful ◦ Employee appearance or mannerisms
Reflective Essay This unit I learned a lot of important things to make a company success, how they work with natural products, big companies that buy small brand with big values. Other important thing I learned is to recognize and Deal with Customer Turnoffs, this topic was very interesting for me, because I learned about three types of turnoffs like, value, system and people. I like the topics we learned this unit and the activities we did. I considerate these course important.
Final Test
Scanned documents Daniela’s Steak House
The Weather Closet
Big companies buy small brands with big values
Proofread documents Daniela’s Steak House The type of restaurant that we are planning to open is a family restaurant, it will have the menu with several beefsteaks, barbecues, grills, pork, hamburgers, chicken and a special children’s menu. The customers can also ask for salads and seafood.
We will have foreign barbecues We will serve a variety of entrees, starts, sides, burgers and sandwiches, fresh seafood and drinks. We will have a place for customers to taste desserts. We will serve tastings of the order that the customers asked before, so they can be pleased with the food. We will have in each table some I pads so the customers can order immediately Free Wi-Fi We will have a specific area for children
The Weather Closet The weather closet is a product addressed to the millennium generation this weather is an innovation because of its design, price, technology and personification. The teenagers and young people will satisfy their expectations, they will have the chance to have a personalized closet which will select different outfits for special occasions and types of weather, and this will help for the time and the topical problem of not deciding what to wear, this product will be a goal for all the customers. The weather closet will be for all the countries, we will sell this amazing product by internet, so everyone can get the closet during a week, since they order, it also has a guarantee for 2 years, and our leader customer will be Khalea. The weather closet will be successful because of its characteristics which are really technology and special for the millennium generation.
Pictionary Word Volatile
Definition It is the change from one mood to another quickly, specially by coming angry
Fickle
It is the change, specially due to caprice, irresolution or instability It is to connect yourself into different information and social streams with deft facility.
Hyper Connectivity
Transparency
Minimum degree of disclosure to which agreement
Transaction
It is the act of transacting or the fact of being transacted
Interactions
It is to act or have some effect on each other
Hackers
Someone who hacks into other people computer systems
Empowerment
It is the authority to so something
Picture
Vacation Polices
Are the policies and regalements needed for vacations
Meaningful experiences
Are the experiences which are significant to someone