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Customer Service By: Molly Acevedo


Customer Service Good customer service is the blood and life of any business. It is about bringing costumer back, the main idea of good customer service is forming a relationship with customer.

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1. Don´t make promises unless you will keep them. 2. Answer your phone. 3. Reliability is the key 4. Deal with complains 5. Be helpful- even if there is no immediate profit I it. 6. Train your staff 7. Take the extra step 8. Throw in something extra. An external customer is people with whom we do business outside the company. Internal customer is people working inside the company.

Word of mouth Personal opinion or recommendation about any product or service used to advertise it.  It costs five or six times as much to GET a new customer as it does to KEEP an existing one.  Some people think that advertising is a good way to induce people to buy. (U.S. business spend about $11.5 billion a year on advertising.)

Statistics     

Advertising effectiveness to induce people to buy: 25 % television advertising 15-13 % newspaper or magazine ads 63% advice or recommendation Word of Mouth is STILL the best way to attract customers.


Golden Rule  Customer service will always be the decisive battleground where winners and losers are quickly sorted out.

The cost of lots of customer: 1. 2. 3. 4. 5.

Read Mrs. Williams` story. Mrs. Williams 1 person Tells 11 other +11 persons Who tell 5 more +55 people Total who heard = 67 people

¡The ultimate Goal! 1. Understanding Loyalty  The ultimate goal of customer service is to create customer loyalty.  Key elements: ◦ What makes your customer loyal? ◦ How can loyalty be measured? ◦ Produces as a result: Customer-driven Service Quality

2. This is not customer loyalty  Customer satisfaction alone (they could be satisfied today but not loyal in the future).  A response to some offer or temporary special incentive (loyalty must be earned not bought).  Large market share (competition could be deficient and your prices more attractive).  Repeated buying (some buy for habit, convenience ,or price: seeking alternatives).

3. This is customer loyalty  Driven by an Overall Satisfaction


 Involves Commitment to make a sustained investment in an ongoing relationship with the company.

4. Customer Loyalty Reflects  Combinations of attitudes and behaviors:  Repeated buying  Willingness to recommend the company to others (positive Word of Mouth)  Resistance to switch to a competitor

Use of Behaviors that Encourage your Customers Every organization like every individual has a personality. This sends information to the customers and the employees. Behavior is what people DO. It is transmitted in two ways:  Verbal (what we say)  Nonverbal (without words)

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Keep in mind the following:

Everything can constitute communication and the receiver of the message determines what that communication “means.” Both an individual and a corporation have behaviors.

1. Nonverbal Communication in Different Cultures  People see us doing something and they extract a meaning from our actions.  Keep in mind that culture is generally the same and should be done with common sense.  Different cultures assign different meaning to gestures. Some cultures assign different meaning to posture, emotions, spatial relations.

2. Variables That Can Have Implication in Customer Service  Proxemics: It is related to space. In conversation Americans tend to position themselves at an arms-length. The French, Arabics, and Latin American tend to stand closer.  Personal Space: Some people are accostumed to sitting close to each other.


Vocabulary


1. Reability: Able to be trusted; predictable or dependable.

2. E-commerce: Business transactions conducted on the internet.

3. Word of mouth: Is the passing of information from person to person by oral communication, which could be as simple as telling someone the time of day.

4. Customer: Is the recipient of a good, service, product, or idea, obtained from a seller, or supplier for a monetary or other valuable consideration.

5. Advertising: Is a form of marketing communication used to encourage, persuade or manipulate an audience, readers or listeners to take or continue to take some action.

6. Goodwill: The value of a business entity not directly attributable to its assets and liabilities.

7. Globalization: Refers to processes of international integration arising from the interchange of world views, products, ideas, and other aspects of culture.

8. Behavior: Is the range of actions and mannerisms made by organisms, systems, or artificial entities in conjunction with the ir environment, which includes the other systems or organisms around as well as the (inanimate) physical environment.

9. Cues: A thing said or done that serves as a signal to an actor or other performer to enter or to begin their speech or performance

10. Proxemics: The branch of knowledge that deals with the amount of space that people feel it necessary to set between themselves and others.


Additional Exercises


Kentucky Fried Chicken Dark Side

This American fried chicken restaurant as many others has provide the best quality products, especially their food. It Is famous because of its big and delicious chicken, bread and such. But things star been wrong since the manufacturing process for all the food, especially its enigmatic mind chicken… The process begins before the hen laying an egg; chickens are injected with hormones and drugs such as “Cefol” a hormone that makes them grow up healthy and faster, they are carefully fed a diet of corn, soybeans and spices so the meat has more flavors. The chicken legs and wings brake because they are treated and killed in an inhuman way, beheaded or burned alive. Then the meat pieces pass by rigorous quality testing, like measured and weighed before being distributed to the entire chain of restaurants they also add some chemicals to the meat does not spoil as quickly, finally In the kitchen the meat is seasoned with eleven basic spices that three of them are unhealthy for humans to consume.

Most of the ingredients included in the food are unhealthy for humans, some of them are soybean oil flour, sugar, salt, black pepper and monosodium glutamatesalts and flavorings can potentially cause addiction. Because of the highly refined table salt they use can lead to Alzheimer‟s disease, high blood pressure and kidney problems. They use oils high in fatty acids, which can cause heart problems and a high cholesterol level.

Because of all these contradictions the delicious fried chicken can harm human health, therefore before buying a piece of chicken we have to know the preparation process the ingredients, its development, nutrition and animal treatment.


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We chose it because it doesnâ€&#x;t have new flavors, the image has been the same for too long and the service is not the best.

1.

Improved product durability: The quality of the cone sometimes damages de ice cream by breaking and being too soft.

2.

Reduction in the number of complaints. Sometimes they don´t have the product people is asking for and the service could be friendlier.

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Improved image: Renew the logo, change the colors and make the facilities more attractive.

4.

Improved staff morale and lower staff turnover: Make Sarita´s employees feel appreciated and make some changes for the job to be more entertained.


Customer Service Reading A Although people do not expect much from the internet these days, this will change in the future. B The managers recognize 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. Staffs at the desks are surly, increasingly under-qualified and often unable to answer questions. E. 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. F. 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. AFirst 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 customersâ€&#x; needs in even more sophisticated ways.

1. Branches: a subdivision or subsidiary section of something larger or more. 2. Demand: to request peremptorily or urgently. 3. Outlets: an opening or vent permitting escape or release. 4. Pre-empt: to acquire in advance of or to the exclusion of others; appropriate. 5. Primary: first in importance, degree, rank, etc. 6. Rapport: a sympathetic relationship or understanding. 7. Recruiting: to enroll or obtain. 8. Scripts: the letters, characters, or figures used in writing by hand. 9. Shutting: closed or fastened. 10. Staff: a group of people employed by a company, individual, etc, for executive, clerical, sales work, etc. ďƒź I believe that Customer Service is important in business because like that you can win the customer and the customer will love your product or whatever you are offering to the customer, also it gives a good image of the business and the customer will feel good and he or she will come back also the customer can talk to another customer and recommend the product and this is word od mouth that is very important in business.


Customer service