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School Sagrado Corazón de Jesús Customer Service Ana Lucia Pérez

CUSTOMER SERVICE PORTFOLIO

Danna Roldán 10° CCLL C Key: 23


INDEX Pictionary

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BK uses horse meat……………………………….3 Reflective essay…………………………………...4 Customer Service Reading……………………...5 Word of mouth……………………………………..7 Comprehension……………………………………8 Ultimate goal…………………………………….....9 Using Behavior that engage your customer...10


PICTIONARY WORD

DEFINITIO N

EXAMPLE

CUSTOMERS RELATIONSHI PS

Is divided in two: external customer and internal customer.

Is essential to have a good relationship with customers.

EXTERNAL CUSTOMERS

People with whom do business outside the company.

My sister has to go to a meeting of the school of her daughter.

INTERNAL CUSTOMERS

People who are the employees, work inside the company.

The customer service deparment works hard every day.

E-COMMERCE

The buying and selling of products and services by businesses and customers through an electronic médium, without using any paper documets.

I love ordering Mcdonald´s from the app because I get it faster.

WORD OF MOUTH

Personal recomendation or opinión about any product or service use to advertise it.

I went to a talk yesterday and it was very nice.

Reliability

Capable of being relied on depending.

My grandfather in his company is a reliable person.

PICTURE

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Calling public attention to one´s product or service.

In newspaper appear many advertising.

Golden Rule

Rule of ethical conduct.

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

Age Issues

People are not doing what others did at their age.

Now a day is common to see age issues in many places.

Globalization

Companies can take the business off people and establish a basic form strong customer.

Globalization make people work together to make a better world.

Work- life balance

Every day working.

Thanks to work-life balance we can hace lifestyle calm balance.

Behavior

Manner of behaving or acting.

All persons may have an excellent behavior.

Advertising


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Cues

Anything said or done, on or off stage, that is followed by a specific action.

Companies should have cues to make a better organization and also better service.

Goodwill

Friendly disposition; kindness.

Professionalism in customer service requires a genuine sense of goodwill.


Burger King uses Horse Meat! Burger King has been forced to admit that some of its patties may have contained horse meat, after traces of equine DNA were found at one of their processing plants in Ireland. But they say it was the supplier who lied to them because they sold them horse meat instead of beef. Burger King Vice President for global quality Diego Beamonte said “Our supplier has failed us, and in turn we have failed you”; he also said Burger King is “deeply trouble” for the findings. Burger King tested its restaurants and they didn’t find any traces of horse meat. This admission comes just after. The Guardian reports that Burger King Reps offered a round of ‘absolute assurances’ to customers that it did not ever use horsemeat in its products. The investigation into this issue started after the Food Safety Authority of Ireland found that burgers out of Ireland contained horsemeat. The disturbing findings highlight yet another reason not to consumer fast food, which contains a host of problematic substances such as ingredients banned in other nations. The contaminated burgers were made by the Irish-based processing company, Silver crest, which is part the ABP Foods Group. Burger King apologizes to their guests, who trust them to source only the highest quality 100 % beef burgers.


REFLECTIVE ESSAY It’s incredible how we don´t know about what the food that we eat contains and we just eat it. With the presentations in the class, about Coke I knew it has too much chemicals and is bad if we drink every day, and with the presentations, I learned that the Coke contains alcohol and that one of the dangerous ingredients that has is Aspartame, this can cause cancer. With the KFC I have never eaten this before, so I was shocked with the things that my friends said, the way how they treat chickens and how they make them suffer is creepy. And then other thing was that the employees sometimes handle the food without gloves, and would even throw around the food and let the chicken fall on the ground. Well, is bad how we don’t know about the things and we eat that. We have 3 to investigate more because we don’t know what it contains and it can make us sick. I think the companies of the restaurants should be more considered of what they do because they don't know how much damage can cause in people.


Customer Service Reading

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Name: Danna Roldan Grade: 4° C Key: 23 Date: 15 Feb 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 recognize 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 center 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 F

are surly, increasingly under-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 faceto-face contact with clients. The D primary concern of the bank 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 themselves and

B

use scripts. What this bank asks for is establish a rapport with their customers. Part G

recognizing people’s needs.

. Some want the process to be swift

that staff be of this is 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 A

customers and 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.

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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. o Branches: A local operating division of a business, library, or the like. LOCAL o Shutting Down: To cause or to end or suspend operations. CLOSE DOWN o Staff: Group of persons, as employees, charged with carrying out the work of an establishment. AGENTS o Outlets: A store, merchant or agency selling the goods of a particular manufacturer. STORE o Primary: First or highest in rank or importance. FUNDAMENTAL o Recruiting: New member of a group, organization, or the like. FIND HUMAN RESOURCES o Scripts: A manuscript or document. DOCUMENT o Rapport: Relation, connection, especially sympathetic. CONNECTION o Demand: An urgent or pressing requirement. REQUEST o Pre- empts: To appropriate, seize, or take for oneself before others APPROPIATE •

I think customer service is important in business because customer service does more than simply provide a means to drive it sales. Is important for an organization to maintain their relationship with customers and also to gain their customer satisfaction. Also with an excellent customer service can help differentiate a company from competitors. I think having a good customer service is an important part of any successful business. Whether their customers are ordinary consumers, they have to treating


them with respect and care, because is one of the best ways to strengthen the company’s reputation.

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Company name: Walmart Logo/Slogan:

Reason for choosing it:

We chose Walmart because the last time we went, the service was bad. Workers dId not resolve problems with efficiency and kindness. Improvement Analysis:

We think Walmart is a big company but, as it says in their slogan ''Save money. Live better'' is not exactly like that, they need to improve in several aspects such as have more


cashiers. Prices do not change, most of the time, we could pay the same price at another store, and their prices aren't that cheap. They can start improving with a good customer service, their staff should take more the initiative to relate with customers and to be more attentive to what customers need. Also the stores are usually dirty by midday this is due to the fact that they do not hire enough people to clean the areas. But maybe the good thing is that Walmart has a lot of products that we can find, so at least we can say that the customer feels satisfied.

Unit Comprehension

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Define the word customer A person who purchases goods or services from another. •

What is the difference between an internal and an external customer? Internal: people who are employees’ work inside the company. External: people with whom we de business outside the company. •

Why does word of mouth ¨advertising¨ work so effectively? Because we´re hearing it from a person, someone that you know and probably we trust. •

ad


• o o

Mention why companies need to observe diversity, age and globalization issues. Age Issues: people are not doing what others did at their age. Globalization: companies can take the burdens off people and establish a basics from strong customer.

What do we mean by ¨Engaged customer¨ and how does this relate to customer loyalty? Engaged customer is the engagement of customers with one another with a company. And customer loyalty is a commitment in an ongoing relationship with the company. •

What characteristics are often confused with customer loyalty but do not represent real loyalty? Customer satisfaction, large market share, response to some offer or temporary special incentive, repeated buying (prices, convenience). •

 E- Commerce is a type of industry over a system such as the internet.  Cost of a lost customer: You would lose much money and can do decrease

customer relations in the future.  Social Networking: help people to communicate; Facebook, Twitter, etc.  Employee: people who work in any company.  Loyalty and engagement. Repeated buying, resistance to switch to a competitor.

ULTIMATE GOAL -

Developing customer loyalty for life.

Understanding Loyalty The ultimate goal of customer service is to create customer loyalty. -

What makes your customer loyal?

How can loyalty be measured? Customer- driven service quality.

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Not understanding loyalty -Customer satisfaction alone (today, but not in the future). -Response to same offer or temporary special incentive. -Large make share (competition could be deficient and your prices more attractive) -Repeated buying (some buy for habit, convenience, or prices; seeking alternatives).

Is Customer Loyalty -Driven by an overall satisfaction. -Involves commitments to make a sustained investment in an ongoing relationship with the company.

Customer Loyalty Reflects Combinations of attitudes and behaviors: -

Repeated buying

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Willingness to recommend the company to others.

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Resistance to switch to a competitor.

Conclusions Customer service skill development provides the most significant way to find career success. Services to internal and external customer is equally as important. Your no. 1 task will be always to attract, satisfy, and preserve loyal customers.

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USING BEHAVIORS THAT ENGAGE YOUR CUSTOMER 

It´s all about the little things you do.

The power of personality

Behavior is what people do Transmitted to others -

Verbal: using words or language.

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Nonverbal: without words, your act. Having a good attitude is important because it becomes apparent to others only through behaviors. A behavior is visible. There are behaviors of individuals and organizations – both convey messages to customers. -

Two important rules or communication -Anything can and will communicate and to the receiver of the messages determines what it means. -This means that the projected personality is in eyes of the person who receives it. 

Nonverbal Communication differences across cultures.

This is one way we convey behaviors to others. People see us doing something and extract meaning from our actions. People consider nonverbal cues even more carefully when the words we use are unclear, ambiguous, or of a different language. Different cultures assign different meaning to gestures, postures, silence, spatial relations, emotional expression, touch, physical appearance, and other nonverbal cues. Some elements of nonverbal communication are consistent across cultures. 

Variables that can have implication in Customer Service

Proxemics it is related to space. In conversation Americans tend to position themselves at an arms. Personal space: some people are accustomed to sitting close to each other.

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Customer service portfolio  

Danna Roldan 10° CCLL C #23

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