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CUSTOMER SERVICE Karla Aguilar 10th “B”

karla aguilar


Index

Word of Mouth.............................................................................................................................. 2 VESUVIO ........................................................................................................................................ 3 Key Changes in the Diverse Nature of Customers ............................................................ 5 KWl ................................................................................................................................................. 6 KFC ................................................................................................................................................. 6 What we are really eating?.......................................................................................................... 8 The Ultimate Goal......................................................................................................................... 9 Use of behaviors that encourage your Customers........................................................... 10 Unit Comprehension .................................................................................................................. 11 Pictionary ....................................................................................................................................... 14

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Word of Mouth  To know about service, songs, picture etc Calls the attention.  Positive Word of Mouth can cost 5 or 6 time as much to get a customer than keep one.  Advertisement is the way to attract people, but personal recommendations lead to actual decisions. E-commerce The uses of electronic Medias like twitter or Facebook are ways to spread the world.

Golden Rule Customer service will always be the decisive battle ground where winner and losers are quickly started out.   

25% television 15-13% newspaper or magazine 63% advice or recommendation.

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VESUVIO

Reason for choosing it: Because in some occasions we have gone there with our families or friends to eat and we have bad experiences. And we think that it is a restaurant that has many good things to offer the customers.  The delay that staff has when they offer a table in a determined time.  Already at the table you have to wait too much time to be attended.  Sometimes the food can be a little bit greasy.  Sometimes they serve the food cold.

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Ways of improving:  Improve product reliability: 

It does not have to improve, because the size, taste and presentation of the food is always the same.

 Improve product durability: 

When the food I put on the refrigerator the consistence of the food becomes oily. They can improve the durability by decreasing the oil used to cook.

 Reduction in the number of complains: 

If they know they usually have a lot of clients they should optimize the time for attending customers and serving the food. So they should train the employees to be efficient and polite with the clients.

 Reduce waste and product returns: 

The staff should be attentive with the food requests made by the dinners so in that way they also will reduce the complaints.

 Improved image: 

Because of the Italian style the restaurant has, they are well known by the customers, so that is the reason why they do not need an image change.

 Improved staff morale and lower staff turnover: 

To motivate the clerk with a salary increase, to give them an economical reward to the employee of the month. Listen to their necessities and problems. Create schedules according to the needs of each member of the staff.

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Key Changes in the Diverse Nature of Customers Is the nature of customer and change in employee expectations. Increasing Customer diversity:  

The company will go from a diverse background Professionalism in customer service requires a genuine sense of fairness and goodwill.

Age: Power is found in all ages Globalization: Give efficient service and add convenience to establish customer loyalty. Work-Life Balance: Shirking and boundaries are disappearing. Slogans: Are good strategies that must be conveyed to the customers.

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KWl

k

w

l

Huge department store. Worldwide International Variety of products. God prices

Customer Service inside Is and American of the company. multinational, most Benefits for the valuable and world’s employees. second largest corporation. It also has the biggest private employer in the world with over two million employees. They sue Walmart for overtime and over one million women attempt to sue them for not equal rights and treat in comparison with men employees. Vitamin Water The process of making it. Is water that has nutrients High levels of sugar True ingredients. and vitamins with Not healthy. Effects inside of our body. flavorings caffeine and sweeteners. This drink can help boost the immune system and help people with eye disease. Milk Process of making it. Cows lose out, and get Healthy drink with Benefits. sick and injected BST. vitamins. Finally we are consuming antibiotics through our food and this contribute bacteria and diseases that this animals contract. Chinese Food Unsanitary. Greasy

Process. Ingrediants.

In Chinese Restaurants they transform rats in chiken.

KFC Is the second largest chain of fast food in the world, and the first one to expand internationally, provides chicken products, wraps, salads, fires, coleslaw. It has been criticized by animal welfare record, of suppliers cram birds into huge warm

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factories, breed and drug in general genetically manipulated, obesity because is the biggest producer of monosodium glutamate and damage of the environment. They closed 13 restaurants after and uploaded video of a plague rats in their kitchens that may cause many diseases such as bubonic, tape worms etc. They were sue for Monika Samaan family that after eating a chicken wrap was infected with salmonella what made her suffered of brain damage. They were ordered to pay 8 million of dollars.

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What we are really eating? Many times the food that we are taking to our bodies is the least of our concerns, on the contrary we are just worried about the taste of it, well so many fast food restaurants only accomplish with the second one and the most amazing part is that every person knows that this is true and continues eating it. Some examples of this are Chinese food and the famous chain of chicken KFC, even if both rule in the food business and their food is delicious secretly not everything is what it seems. KFC is the second largest chain of fast food that has been ultimately criticized by causing obesity and damage to the environment their principal ingredient is chicken obviously, but these animals become genetically manipulated organism with drugs that supply the bird with an enormous size, without mentioning the painful and traumatic process that they go through, also the combination of all the ingredients like flour, salt and monosodium glutamate inside of their recipe, has been linked with cancer, obesity and neurological problems. Chinese food is also a very popular election, but the truth is that when they tell us that we are eating chicken they are giving us rats. The restaurant “the Wok� has been one of many others accused with this unsanitary problem. Usually rats are subjected in a process when they remove their skin and immersed in boiling water, after that they are clean and cut to get the appearance of chicken. For this reason we must be aware of what we consume, not only because it has a good flavor means it's healthy. It’s better to be informed and avoid any future problem that junk food can cause us.

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The Ultimate Goal Is create customer loyalty that represents repeated buying, willingness to recommendations and resistance. As a result of a driven service quality.

This Is Customer Loyalty  

Driven by Satisfaction. Commitment.

an

Not Customer Loyalty overall

 

 

Customer satisfaction alone. Response to an offer or special incentive. Large market share. Repeated buying.

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Use of behaviors that encourage your Customers It’s all about good things and every individual has a personality that actually will send information to the customer. Behavior is everything we do and can constitute communication and a message.

Verbal Non Verbal: We can extract meaning of something; keep in mid difference of cultures that assigned meaning to gestures. Variables  Proxemics: Related to space.  Personal Space: Sitting close or not to each other (accustomed)

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Unit Comprehension 1. Define the Word Customer A person who receives a service.

2. Difference between internal and external customer. o External: People outside the company. o Internal: Are employees. 3. Word of mouth “advertising� It works effectively, because personal recommendations lead to actual decisions and we can trust more in what people says.

4. Why do companies need to observe, diversity, age and globalization issues? They need to observe this, because that way they attract more people to create loyalty.

5. Engaged Customer and how does this relate to customer loyalty. An engaged customer is a commitment to a service, that later becomes customer loyalty.

6. Characteristics are confused with customer loyalty o Customer satisfaction alone. o Response to some offer or special incentive. o Large market. o Repeated buying.

7. Concepts. o Social Networking: o Cost of a lost Customer: It has been proven that for one lost customer the company can actually lose 67 customers. 11


o Loyalty and engagement: Commitment to a service or company. o E-commerce: Buy and sell by internet. o Employee: People who works for the company.

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Pictionary Word

Definition

Example

Customer service

Is the service provided to customers before, during and after purchasing and using goods and services.

Word of mouth

Its when someone puts their reputation on the line every time they make a recommendation and that person has nothing to gain but the appreciation of those who are listening. Is a type of industry where the buying and selling of products or services is conducted over electronic systems such as the Internet and other computer networks. Is an outside organization or individual that receives a product or service from the company.

Claro companies are a good example of poor customer services; I think they should improve in that area. My best friend told me that Vesuvio has good food, she used word of mouth..

E– commerce

External customer

Picture

My sister uses e.-commerce when she buys clothe.

I “am an external Customer of Itallianis.

Internal customer

An employee who receives goods or services produced elsewhere in an organization as inputs to his or her work.

Internal customers of a company need to have a good relationship between them.

Good Will

An attitude of kindness or friendliness; benevolence. A good relationship, as of a business with its customers.

For a Customer it’s necessary the feeling of good will from the employees.

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Loyalty

A feeling or attitude of devoted attachment and affection.

My mother it’s a loyal customer of Colgate.

Customer Satisfaction

The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers.

Saul it’s a restaurant that achieves customer satisfaction.

Globalization

the process by which a company, etc, expands to operate internationally

When companies innovate products they need to be sure to do it globalize.

Quality

The extent to which something has features which are good or bad etc, especially features which are good.

Saul always serves food and products of high quality.

The activity of attracting public attention to a product or business, as by paid announcements in the print, broadcast, or electronic media.

U.S expends a lot of money in advertising per year.

Yielding the same or compatible results.

Pizza slices are always reliable.

Advertising

Reliability

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Customer Service Digital Portfolio  

Karla Aguilar 10th "B"

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