Customer Service
Virtual Portfolio María Daniela Cifuentes Morales 10th. Grade BCA “A” Key: 6
Index Content Unit Cover ........................................................ 3 Presentations ................................................... 4 Get customer Feedback ............................. 4 Recognize and Deal with Customer Turnoffs ........................................................... 6 Recover the potentislly Lost Customer ....... 8 Ss Presentation ................................................ 9 Customer Survey .......................................... 9 Personal Summary of each topic ................ 10 Reflective Essay ............................................. 13 Scanned documents .................................... 14 ........................................................................ 14 Proofread document .................................... 18 Pictionary ....................................................... 19
Unit Cover
Presentations Get customer Feedback
Recognize and Deal with Customer Turnoffs
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Recover the potentislly Lost Customer
Ss Presentation Customer Survey
Personal Summary of each topic Get Customer Feedback
Feedback is CRUCIAL to any kind of improvement Two types of feedback: Positive (Compliments) Negative (Complaints) = the best feedback How to Earn Customer Loyalty Participate in Dialogue Practice customer skills Constant learning Customers are coaches Easy-to-use feedback system Metrics-Conscious Commitment involves taking customer comments to measure and track them. Active Listeners Are genuinely open to hearing from customers- using the term hearing to refer to any form of input, not just spoken words. Reluctant-compliant Offer customers a feedback card but they do not encourage customer feedback or act on the information received.
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
Recover the Potentially Lost Customer • Customer recovery can substantially impact profitability. • If you win the customer back, they enter a second life with you. • The recovered customer is already familiar with the products and services you offer. •
You are likely to have more data about the likes and dislikes of this particular customer than about any first-time customer and can offer a more targeted service.
• The customer may feel flattered by your efforts to win her back. • The length of the “prospect phase” and the “new customer phase” would be shorter in the second life cycle than in the first one. Healthy Attitudes • A win-win relationship with the customer is not necessarily a “customer-is-always” attitude. • Work on ways to Deal with Difficult Customers
Reflective Essay This unit I learned a lot of important things to make a company success, how they work and deal with customers, how the companies work for maintained their customers. 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.
Scanned documents
Proofread document Customer Turnoffs Worksheet In my experience I went to Pollo Campero and all the place was dirty and the service was really low, so I went in the zone of indifference, but when the waiter gave me a chicken which was raw, I went into the dissatisfied range. In my experience I went to Los Cebollines and the waiter that attended us had a bad behavior, at this moment my family and I were in the zone of indifference because we thought the waiter had a bad day, but we went to the dissatisfied range when he gave us the food 2 hours late. Value Turnffs Ii is basically when the price is unfair according to the product or service that you are receiving. Example: Three years ago I bought a laptop which was really expensive and when I used it for the first time the laptop was ruined. System Turnoffs It is when the service or product you receive is not the expected, because of its process or its procedure. I went to pizza hut and I noticed that the place was really messy and there was no waiter to attend me, then I decided to leave pizza Hut because of its low service.
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