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School: “Sagrado Corazón de Jesús” 10th C.C.L.L. Grade Section: “B” Teacher: Ana Lucía

PORTFOLIO

Unit 1 Leslie María Nuñez Marroquín Key: 14

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Index Index..................................................................................................................................................2 Ethics Presentations..........................................................................................................................3 The truth about chinese Food ...........................................................................................................4 Reflection...........................................................................................................................................5 Costumer Service Reading.............................................................................................................6 Synonyms……………………………………………………………………………………………………………………………….7 Customer Service Summary……………………………………………………………………………………………………….8 Pictionary……………………………………………………………………………………………………………………………………10 Extra…………………………………………………………………………………………………………………………………………….. McDonald’s…………………………………………………………………………………………………………………….11 Pictures…………………………………………………………………………………………………………………………………..12

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Ethics Presentations

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The truth about Chinese food Chinese food is going in their s five basic tastes (sweet, salty, acid, bitter and umami) its ingredients used are rice and lamb. But Chinese restaurants have replaced Lamb with rats, foxes and meat in vis贸, more 900 people have been arrested for selling these contaminated products. This creates concern that buyers do not know what they are actually eating and appear new outbreaks of illness by the consumption of these animals which are not lamb January 27, Luis Sanz, died from meningitis caused by a listeria infection after eating at the Chinese restaurant's wok, located in Luis Mateus Avenue in the capital city of the Bank of the river of Silver City. Its owner, Liu Jianjun, filed a complaint about the stories that are emerging on the Internet about an alleged food poisoning which occurred in his restaurant this news is spreading by an article published on February 2, entitled "a person dies after eating at the restaurant wok" when the death of a person due to a bacterial infection caused by food contamination damages the image of the franchise chain of wok Since it was not the first person who gets sick because of eating in this restaurant, but he is the first person to die. The brother of the deceased has been disseminating more this news to be able to warn people and that does not happen this again.

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Reflection It is important to know about how the persons do the things or, how is the preparation that they use to cook. Some people thing that the meat of the Chinese food is beef or chicken. Well, the truth is that the meat is a rat, and is checked. The preparation that they use is that they found the rats and burned their hair with a blowtorch, next they wash the rats well with boiled water to remove all traces of hair, then they cut rats into pieces to simulate that they are chicken pieces, and finally they add cheap seasoning and spices. The death of a person due to a bacterial infection caused by food contamination damages the image of the franchise chain of Wok since it was not the first person who got sick because of eating in this restaurant, but he is the first person to die. Other products that we think is good, is milk. The reality is that the cow gets mastitis and when they take the milk, the pus goes out. The cows were pregnant intentionally and separated from their calf. And what we really drink is medicated milk. Also it is checked.

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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.

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Synonyms: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

Branches: ramification Shutting: closed Down: lower Staff: employees Outlets: sales position Primary: principal Recruiting: enroll Scripts: libretto Rapport: understanding Demand: claim Pre-empt: anticipate

Customer Service in business

It is important, because if the product or the staff that is serving us is not kind and respectful, we could talk to the chief or we could write in the book of complaints to claim for the things or the staff, so they can improve their products or hire better people.

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Customer Service Summary Is an education that has good values. And the attention that someone give us in a restaurant, company, etc. •

Word of Mouth: any way that a company do to be interesting to the products. Statistics: - advertising effectiveness to induce people to buy. -25% television advertising. -15-13% newspaper or magazine ads. -63% advice or recommendation.

Customer Relationship: External and internal costumer.

E-Commerce: buy something by internet.

Internal Customer: employee

External Customer: are people outside the company, with whom we malice business.

Good and bad news of customer service: The bad news: the typical company will lose 10-30% of its customer per year. The good news: organizations that initiate effective customer retention programs may see profits jump 25-100%.

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Customer Service will always be the decisive battleground where winners and loser are quickly sorted out.

The ultimate Goal Create customer loyalty. Elements: -what makes your customer loyal? How can loyalty be measured?

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Skill development provides the most significant way to find career success. Internal and external customer is equally as important. Always need to attract, satisfy and preserve loyal costumer.

Use of behaviors that encourage your customers -Every organization like every individual has a personality. This sends information to the customers and the employees. -behaviors are what people do. It is conveyed in two ways: verbal and nonverbal. - Everything can constitute communication and the receiver of the message determines what that communication “means� -variables that can have implications in customer service: proxemics (space) and personal space (sitting close to each other).

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Pictionary Word

Definition

Sentence

Word of mouth

Any way that a company do to be interesting to the products.

My mom says that the service of Tree Fratelli is good.

Customer Relationship

Is a model for managing a company’s interactions with current and future customers.

The advertisement of Chilis looks very delicious.

E-Commerce

Buying something by internet

My best friend likes to buy her cloth by internet.

External Customer

Are people outside the company with whom we malice

She love to be a external customer of Bershka.

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Image


business. Internal Customer

Employees

Karla is an internal customer of Max, and the service is really good.

Goodwill

Wanting to be friendly and helpful to someone.

As a gesture of goodwill we agree to the work, free of charge.

Extra

McDonald’s Improved product reliability: No, because sometimes the fries are cold, maybe the coffee is cold, every year the taste of the food is different. Reduction in the number of complaints: They can try to have a good service and be more careful about the food. Reduce waste and product returns: Try to teach to the employees how to listen, how to write the order and pay attention in what they are doing. Also, they have to see the type of the food and the condition. Improve image:

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The image is good because customers immediate know its McDonald’s.

Pictures

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Portfolio Customer Service