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School: Sagrado Corazón de Jesús Grade and section: 10th CCLL ¨B¨

Name: Ingrid Andrea Garcia Oliva Key # 10 Unit:1


Reason for choosing it: I chose this product because I've noticed this company has collapsed in quality and in customer service, I think is not the same as before.

Way of improving: Improve product reliability: Making all ingredients be used equally in each dish, try to achieve what the customer needs and improve the quality and quantity of food. Improve product durability: Giving better breeding chickens based on their supply.

Reduction in the number of complains: the organization should provide the best possible dishes, always use fresh ingredients and have a friendly and welcoming service.

Reduce waste and product returns: trying to prevent mistakes, correct defects and improve the quality of services.

Improve image: Creating a modern, comfortable environment and provide comprehensive service experience that the customer deserves.

Improve staff morale and lower staff turnover: Listening to their problems and necessities, and giving them a salary increase.

Ethics Presentations

Products that has been undercover Many people have been tricked into consuming a product just because its brand is famous not know what it contains, or what really the company selling, but why this happens? Because the only thing they care about is their economic gains although they affect people, if the company fail to hide the campaign, are at considerable risk of backlash. In cases where consumers find they have handled in the taste of the product, usually react in an angry at being deceived. Here are some examples of undercover products and have been forced to improve by customers: 

Kentucky Fried Chicken, better known as KFC, is a fast food restaurant specializing in fried chicken, which belongs to the group Yum! Brands. It has more than 18,000 restaurants in 120 countries. All this restaurant menus contain 'chicken', the process of chicken becoming a menu is very ugly and painful for them, their production should be quick and easy, literally not using 'real chicken'. They are currently using genetically modified organisms. These, they call 'chickens' are kept alive through inserted into their bodies to pump blood and nutrients throughout their structure tubes. No peaks, feathers and feet. Its structure has been reduced to get more meat from them. This is great for KFC because they do not have to pay a lot for production costs thereof.


McDonald's is a fast food restaurants. Its main products include burgers, sandwiches, fries, menus for breakfast, soft drinks, milkshakes, ice cream, desserts and, recently, salads and fruit. In most restaurants have included different areas with playgrounds. Serves approximately 58 million customers a day, is a world renowned restaurant. The meat that fast food chain McDonald's included in their burgers is not suitable for human consumption, because it is "washed" with toxic substances, according to a British activist chef. These meats were sold as food for dogs and after this process are served humans. Apart from the quality of the meat, ammonium hydroxide is harmful to health

Customer Service Reading 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. 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: 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. 1. Branches: A division of a business or other organization. 2. Shutting Down: Close business operation. 3. Staff:A group of persons, as employees, charged with carrying out the work of an establish ment orexecuting some undertaking. 4. Outlets:A store, merchant, or agency selling the goods of a particular wholesaler or manuf acturer. 5. Primary: First in order in any series, sequence, etc. 6. Recruiting: To furnish or replenish with a fresh supply; renew. 7. Scripts: Any system of writing. 8. Rapport: Relation; connection, especially harmonious or sympathetic relation 9. Demand: To call for or require as just, proper, or necessary: 10. Pre-empty: To prevent (something) from happening Then, write a short paragraph defining why you believe Customer Service is important in business.

It is important because through the worker and service the customer can know the company, and thus the success of a business depends on customer satisfaction and service thereof, if the customer service of a company is good will attract more customers, while if it is bad only scare off the few customers obtained.

Word Word of Mouth



Oral or written personal recommendation by a satisfied customer.

The Reputation of a company also depends of the word of mouth of customers.

The person that is selling get involved

Customer relations, is the front line between an organization and its customers.

Buying and selling by internet

The e-commerce is an easy way to buy and sell.

People outside of the company whit whom we make business.

External customers are essential to the success of any business.


The internal customers of a company must have been with a good attitude.

Customer Relations


External Customer

Internal Customer



High quality of of goods and services, and high quality and conduct of management and employees.

Goodwill is not alone in benefiting from the popularity of vintage clothing.

Portfolio customer  
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