Digital portfolio Unit III Laura Castellanos 4to. Bach B
Teacher´s Power Point presentations
Pet Peeves and Turnoffs
Insight into emerging trends in customer service
Personal summary of each topic
Pet Peeves and Turnoffs Pet peeves are irritation and annoyance that the customer perceives and turnoffs are negative experiences that make the customer break or not even build a relationship with a company. Turnoffs are categorized in three: Value turnoffs: this is part to a product´s quality related to its price. System turnoffs: this is related with the process, procedure or policy associated with getting services to customers.
People turnoffs: this is related with the employees and the treat they give to the customers. This develops from communication problems
Insight into emerging trends in customer service Insight means to an understanding base on identification of relationships and behaviors within a context or scenario. There are three areas of change: Personalization: which means to give a customer a personal service, they will no longer accept to be treated as the rest, they will demand to get an individual service. Technology: all companies should be up to date with the ultimate technology because customers like to get the best services. Globalization: the global economy will require many businesses to be more aware of a broad range of cultures.
Reflective Essay
This unit we learned about how to recognize pet peeves and the common turnoffs that companies may have, also we learned how to categorize them and what we can do to create loyalty in customers, how to build a strong relationship with the customer and the two principal steps to create a loyalty customers. Moreover we learned about the big companies that bought small brands with big values, how these companies help the world by collaborating with the ecology. For example there are companies against animal testing, other companies sell only natural products, organic foods and green-friendly products.
During the unit we learned about insight into emerging trends in customer service, that there are 3 fundamental areas of change, personalization, technology and globalization and they are really important to build customer satisfaction and loyalty. In my opinion this unit was really productive and helpful and gave us new skills to give a good customer service.
Partial and final test
I don’t have my partial test, I didn’t do it because I was absent the week you made the test, my final test´s grade will be duplicated
Scanned documents and proofread documents
Pictionary
Word
Definition
Volatile
Tending or threating to most part of the break out open violence.
Fickle
Not constant or loyal in some customers are affections or character.
Hyper
To connect yourself into today’s company’s different information and need to be hyper social stream with deft connected, so facility to the customers.
connectivit y
Transpare ncy
Capable of transmitting light s o that objects or images can b e seen as if there were no inter vening material.
Picture
Transactio ns
Interaction s
Agreement, contract, exchan ge, understanding, or transfer of cash.
The direct effect that one kind of particle has on another,inparticular, in inducing the emission or absorption of oneparticle by anot her.
Hackers
A person who secretly gets access to a computer system in order to get information, cause damage.
Empowerm
To give official authority or legal power to (someone).
ent
Vacation policies
Employers provide employee leave in the form of vacation, sick time, personal time, or paid time off (PTO) as a standard portion of an employee benefit package.
Meaningfu l
Having meaning, function, or purpose.
experienc es Altruistic tasks
Social interaction s
Serendipit y
Showing a disinterested and selfless concern for the wellbeing of others; unselfish.
Is any relationship between two or more individuals, Social relations derived from individual agency form the basis of social structure and the basic object for analysis
The faculty of making fortunate discoveries by accident.
Paramount
superior to all others
Radical
Thoroughgoing, complete, or the judge made an extreme radical decision of giving him life imprisonment.
Consumeri sm
Warrantee s
Perceived
A movement for the protection of the consumer complains helps against defective products, consumer’s complaints helps against defective products, consumers to denounce bad service. A written guarantee given to a purchase that the manufacturer, dealer, will make repairs or replace defective parts free of charge for a stated period of time.
Credibility
A customer’s opinion of a product’s value to him or her. Depends on the product’s ability to satisfy his or her needs or requirements. The state or quality of being believed or trusted.
Value
Relative worth or importance; significance.
Add-ons
Anything added on.
Intangible
That cannot be touched or felt; impalpable.
Tangible
That can be touched.
value
Extrinsic value intrinsic value
Not essential or inherent; not basic market price. The actual value of a company on an underlying perception of its true value.