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Colegio Sagrado Corazón de Jesús Customer Service Ana Lucía Pérez

Customer Service Portfolio

Karen Maribel Fión Carrera #10 4to CCLL “A”

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Index Improvement Analysis……………………………………………………………………. 3 Ethics Presentation ………….………………………………………… 4-5 Reading Comprehension…………….……………………………………………7-6 Presentations and Summary…………………………………..…………………………….8-10 Pictionary……………………………………………………………... 11-12

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Improvement Analysis

TIGO ANNA LAINFIESTA KAREN FÍON DANIELA CIFUENTES

LOGO AND SLOGAN Smile, you’ve got

WE CHOSE THIS COMPANY BECAUSE, WHEN YOU GO TO CUSTOMER SERVICE THEY KEEP YOU WAITING, AND THEY MAKE YOU TO GO TO DIFFERENT PLACES THAT ARE NOT ACCESSIBLE TO YOU. ALSO IS VERY EXPENSIVE, AND THEY DON’T HAVE A VARIETY OF PRODUCTS.

IMPROVEMENT ANALYSIS • Have more variety of products as cellphones, for example more color, more styles, new brands.

• Do more promotions, and discounts. • A Better training for the personal • Have the same service in all the agencies

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Ethics Presentation Lead in Lipstick

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What is Lead? • Lead is a naturally occurring metal found deep within the ground. It can cause. It is use in solders, batteries and cosmetics.

Long-term Exposure Damage • Lead exposure can cause in children a decreased in academic achievements, IQ, specific cognitive measures, incidence of attention-related behaviors and problem behaviors. In adults in can cause decreased in a kidney function, maternal blood lead associated with reduced fetal growth.

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What is in your lipstick? • 55% of lipsticks contain lead. It has been found that brands like Estee Lauder, L’Oreal, Cover Girl, Revlon and big brands like Dior Addict add lead to their lipsticks.

What is in your lipstick? • 55% of lipsticks contain lead. It has been found that brands like Estee Lauder, L’Oreal, Cover Girl, Revlon and big brands like Dior Addict add lead to their lipsticks.

Reflective Essay •

I am so impacted of the information that my classmates give us about Kentucky Fried Chicken (KFC) because it very sad how people treat chickens. This people have no feelings, because they are only materialist, they only think in the necessity of the money, but they don't realize the damage that they are doing. I think if people know about this problem they would stop buying because it is very impacted how the chickens suffer their last minutes of life. I am a person who loves animals and I want to investigate more about this problem because now I don't want to eat something that I know is not with the quality that KFC sells us.

The other company that impacted me was Subway because it is scary how a knife can be in our sandwich it is not a simple objet it is a danger objet so it is very important that the employers take care of the sandwiches because some day they can hurt us so we are not going to buy their food. But it is weird that the client doesn't see when the employer is making their sandwiches, supposed that we see and chose what things we want in our sandwich, so I am a little confused why the person who found the knife in the sandwich didn't realize the knife, I think that the client is also responsible of the accident.

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Reading Comprehension Customer Service Reading Name: Karen Maribel Fión Carrera Grade: 10th CCLL Key: 10 Date: 17/2/2014 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 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. . Astonishingly, F 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. . So theyDonly 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. . Some want the process to be swift and efficient. The member of staff has to pick up on the G 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. First National is already taking steps to fill this A 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: 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. Branches: Division of business. Shutting down: When the business don’t work good. Staff: Personnel.

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Outlets: Agency selling the goods of a particular manufacture. Primary: First in order in any series; sequence. Recruiting: Enlist. Scripts: The letters, characters, or figures used in writing by hand. Rapport: A sympathetic relationship or understanding. Demand: To make a formal legal claim to (property). Pre-empt: Anticipated. Customer service is important in business, because the client should be satisfied, if he is not satisfied the service of the business needs to resolve the problem with respect, quickly and efficient. It people feel comfortable they are going to buy for the product or service, and that’s going to make that the business is going to grow and should be successful.

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Presentations and Summary

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Pictionary Word

Definition

Example

Customer Relationships

This is divided in two External customer and internal customer

In all the companies the customer relationships are important.

Internal Customer

All those who work inside the company

The internal customer must have loyalty to the company.

External Customer

All those who are outside the company and with whom we do business

The external costumer said the word of mouth.

Word of Mouth

Personal opinion or recommendation given orally.

Word of mouth brings new customers.

Reliability

The quality of the product or service.

Sometimes the reliability of the product makes this more expensive.

Ecommerce

Purchasing and selling on line.

Some cloth companies sell in Amazon.

Durability

The time that the product stay well.

The durability of my ex phone was two years ago.

Advertising

The announcements that the companies give to be recognized by all the costumers.

The advertising of Coke is very creative.

Quality

How well is the product or service

Cemaco have a good quality.

Customer Service

The treatment that the companies give to the clients or customers.

In all the companies the customer service is essential for the success.

Goodwill

An intangible asset that arises as a result of the acquisition of one company by another for a premium value.

The goodwill change in all the companies.

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Picture

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Globalization

Opening of the company around the world.

We can found Pollo Campero in different countries.

Improvement Analysis

Share in what aspects the company can improve

Every company needs the improvement analysis to be successful.

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Portfolio Karen Fión  

10th CCLL "A"

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