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Colegio Sagrado Corazón de Jesús 4to. Bachillerato en Ciencias y Letras B

Porfolio

Fátima Esmeralda Villegas Guerra Clave: 21 1st Unit


Improvements Analisis Pizza Hut 1. Improve Product Durability: 

Pizza Hut can improve the durability of the food making more natural and less artificial ingredients using more fresh vegetable and bread, more natural with less leaven.

2. Reduction In the Number of complaints: 

Pizza Hut has many complains and only few are addressed. Many staff members who receive complaints about their service react badly which leads to a bigger problem, customers is dissatisfied and the company is affected. The important thing is that the company I concerned to receive less complaining.

3. Reduced Waste and Products returns: 

One day we asked for a pizza without sauce and they took it with sauce they could not do anything to solve my problem, because was home delivery.

4. Improve image: 

Pizza Hut restaurant is very clean it, fells nice to go as there is no bad smell, just that sometimes the cleaning staff sweep while you eat this is disrespectful garbage is everywhere, would recommend to do more cleaning in the place.

5. Improve staff morale and lowers staff turnover: 

They needs to improve morale in the company because is necessary to have as we know is part of our moral values and also they needs because is part of a requirement of the company and its important to turnover the staff because the meet a new persons and also the change of environment.


Ethics presentation


Investigation 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.


Reflection

This is the topic that my group and I presented. For me it is the most impact in all other presentations. And in my opinion I think every region has different cultures, that´s why they see nothing wrong with eating rats.

Where the rats as for us

something disgusting. The news of Luis Sanz is very interesting, since one can think that Chinese food could kill a person. In many cases occur in Chinese food restaurants that people get sick because of the chemicals they use. So now when I go to Chinese restaurants, I think better of what I eat.


Reading Comprhension Name: Fátima Esmeralda Villegas Guerra___Grade: 4 CCLL B_Key_21_ Date_16-02 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. Then, write a short paragraph defining why you believe Customer Service is important in business. Branches: an offshoot from the main part (of a business, railwayetc). (subsidiary) Shutting down: o move to close a business (terminate operations) Staff: The employees of a business. (personnel) Outlets : A store that sells smaller quantities of products or services to the general public. Primary: a preliminary election of something (first) Recruiting: To engage (persons) for a business.(hiring) Scripts: the written text of a play, motion picture, television program, or a business customer service manual. (scenarios) 8) Rapport: a relationship of mutual understanding or trust and agreement between people (resonance) 9) Demand: The desire to possess a commodity or make use of a service, combined with the ability to purchase it. 10) Pre-empt: get in before. To know what a customer wants before his says so. (anticipate). 1) 2) 3) 4) 5) 6) 7)



Customer service lets many companies out ahead of the competition. also the customer will also help increase the number of customers. I think it is very important that all employees of the company have a knowledge on dealing with customers and the importance of service or business. Not having good customer service is something that would affect the business, as customers are not satisfied with their service.


Customer Service Customer service is the provision of service to customers before, during and after a purchase. "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest. A customer service experience can change the entire perception a customer has of the organization.

No organization can succeed without building  

Customer Loyalty

Recommendations   

Word of mouth Customer relationship E.commerce (on-line)

Relationships  

External Customer: People outside the company with whom we make business Internal customers: Employee

Word of Mouth Opinion- based advertising

Positive  It costs fiv eor six times as muchh to get a new customer as it does to keep an existing one.  Some people think that advertising is a good way to induce pople to buy.  Word of mouth is still the best way to attract customers. To sustain positive word of mouth advertising provide example service. People talk about extraordinary experiences.


The impact of E-commerce on word of mouth The use of electronic media is always, to spread the word. +/It is now simpler that ever just by forwarding emails.

The good and bad news of customer service. 

Bad news: The typical company will lose 10 to 30% of its customers per year.- mostly for poor service.

Good news: Organizations thet initiate effective customer retention programs may see profits jump 25 to 100%.

Golden Rule Customer service will always be the decisive battleground where winners and loser are quickly subtend out.

The ultimate goal The ultimate goal of customer service is to create customer loyalty.

Elements 

What makes your customer loyalty?

How can loyalty be measured?

This is NOT customer loyalty 

Customer satisfaction alone, be satisfied today but not loyal in the future

A response to some offer or temporally special incentive.

Large market share

Repeated buying (some buy for habit)

This IS customer loyalty 

Driven by an overall satisfaction

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


Reflects Combination of attitudes and behaviors Repeated buying Willingness to recommend the company to others. Resistance to switch to a competitor.

Conclusions: 

Customer service skill development provides the Most significant way to find career success.

Business live

Use of behaviors that encourage your customers 

Every organization like very individual has a personality, This sends information to the customers and the employees.

Behavior is what people do. It is conveyed in two ways.  Verbal (what we say)  Nonverbal (without words)

Keep in mind the following o Everything can constitute communication and the receiver of the message, determines what that communication “means”.

 

Both and individual and a corporation have behaviors

Nonverbal communication: Different cultures People see is 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, emotion, special reflection.

Variables that can have implication in Customer service  

Proxenics: It is related to space Personal space: Some people are accustomed to sitting close to each other


Extra information


Costco and the Power of High-Quality Relationships Retailing giant Costco has enjoyed substantial success at building customer loyalty. the warehouse outlets spend almost nothing on traditional advertising but have grown dramatically largely by word of mouth. In short, enthusiastic Costco customers tell other people. Costco, the wholesale club company, is a real-life example of how great customer relationships generate economic benefits.

More than 80 percent of customers report a willingness to

recommend Costco to their friends and associates. The company has grown to almost 50 million members despite spending next to nothing on advertising or marketing.

Costco`s success funds a generous compensation package for its employees. They receive a benefits package virtually unequalled in the industry. Low turnover and long tenure reduce hiring and training costs and boost productivity; they also contribute to Costco`s remarkably low inventory-shrinkage rate, which is only 13 percent of the industry average.


INDEX Use the Telephone Well for GOOD SERVICE ............................................................................................................17 Summary of Key Ideas ................................................................................................................................................18 Homework ..................................................................................................................................................................19 Listening Habits ...........................................................................................................................................................20 Classwork....................................................................................................................................................................22 Listen to Your Customer .............................................................................................................................................24 Use Friendly Web Sites and Electronic Communication .........................................................................................26 Homework ..................................................................................................................................................................28 Web Page and Electronic Communication ...............................................................................................................30 HOMEWORK ...............................................................................................................................................................31 Class work ...................................................................................................................................................................32 Pictionary ......................................................................................................................................................................35


Use the Telephone Well for GOOD SERVICE


Summary of Key Ideas

Understanding our own attitudes toward telephone use and courtesy can help us become more effective in dealing with customers via electronic media.

Ineffective telephone mannerisms can lead to poor first impressionas and customer dissatisffaction.

Considering your phone use attitudes, contacting a company to see how they do, and avoiding unnecessary call screening are three ways to better understand and determine how customers may see you and your company.

Apply action tips on what to do and say, including such things as prompt answering, using courtesy titles, thanking, smiling, and using tact and skill, especially with upset callers.

Apply tips for efficient use of the phone such as asking if this is a good time to talk, taking messages, using efficient greetings, using all phone features, planning outgoing calls, and constantly improving skills.

Some companies centralize most phone call functions by creating call centers. A call center is a department within a company or a third-party organization that handles telephone sales and services. For such centers to enhance the company`s reputation, they must provide excellent customer contact and responsiveness.


Homework Read the story of Garth´s call to the car dealership preented on page 56. Then, describe four telephone use problems that probably led to Garth´s irritation and his decision not do business with that dealer. Problem 1: The receptionist didn’t identify the car dealership adecuately. She didn’t give her name; she didn’t tell the caller who she was going to transfer the call to. She didn’t ask the customer to hold. Problem 2: The salesman didn’t give a warm greeting to the caller. He didn’t identify himself; he didn’t ask permission to put the customer on hold. Problem 3: The salesman technique isn’t sales oriented; he hesitates when asked for information. He doesn’t give information in an assertive way. Problem 4: According to the spelling used, neither the receptionist nor the salesman use correct pronunciation when speaking. Problem 5: Phone courtesy isn’t a priority in that dealership. They probably lose business and new customers due to their poor telephone customer service.

Mention six telephone tips in this chapter that could avoid these issues from happening . Action tip 4: (Answer with professionalism). Give your name and your department or work area. Action tip 5: (Answer promptly and be prepared to handle calls). Get the caller’s name and number as soon as possible. Action tip 6: (Thank people for calling). It reassures the customer you value his call. Action tip 8: (Be sure the conversation is finished before you hang up). Ask if there is anything else you can assist the customer with before ending the call. Action tip 10: (Keep your conversation tactful and businesslike). Keep the conversation positive and address the customer concerns. Action tip 11: Speak clearly and distinctly. Action tip 13: (Do not let “Dead Air” Happen). Tell the caller what you are doing to assist them. Don’t keep silent for too long.


Listening Habits


Classwork 1. What is the difference between hearing and listening? Hearing is purely physical activity by which sound waves are sent to the brain for understanding, and listening refers to the psychological processes that allow us to attach meaning to the patterns of energy us. To be clearer, Hearing is merely the ability of ear to sense sounds around one, but, listening is more of conscious effort to interpret the sounds, requiring concentration of mind.

2. Mention the three types of factors that complicate the listening process and pose potential barriers. 

Internal elements: Encountering people who speak too softly, and trying to hear in a noisy environment. We need to have the ability to listen and makes sense of the sounds we are listening to regardless of the distractions around us.

Environmental elements: it can be overloaded with too much information, or it can be underutilized with too little. Thousands of messages call for our attention every day; we chose which ones to listen to. Since we can listen faster than people can speak, we sometimes drift off.

The Use or Misuse of Gatekeepers: If the message appears nonessential the gatekeeper keeps it from getting to the person, otherwise would not.

3. What two things can generate communication problems? One

of

the

main

things

that

generate

problems

in

the

communication

are:

Environment: if the environment is not very comfortable, we can’t focus well in communication, is how we become impatient and do not put attention to what the other person is saying. A factor that is in the environment which generate problems in the communication is Noise. Interrupting: When we get impatient, we tend to interrupt people. Which makes the communication does not take the right way. The essential is not interrupt and wait for the right moment to clarify or defend my views.

4. What does CAA stand for and what does it mean? Acounter-attitudinal advocacy (CAA). It means to take the other person`s position– to advocate or express a point of view that runs counter to your own attitude.

5. Mention, describe, and explain in your own words the three Action Tips that you consider most important. Action tip 2: Prepare to listen Preparation to listen means you decide to set aside time and other activities so that you can focus on listening. If we listen to someone, we must disconnect problems or some things we have in our mind, to hear the other person better. The first thing to do is find a place without noise, to not be interrupted conversation. For example, if a teacher needs to talk to me, I have to prepare to listen what she says. I must pay attention, leave behind the things I was doing or ignoring the obstacles during the conversation.


Action Tip 6: Bite Your Tongue before Interrupting Interrupting in the middle of the message can damage a conversation. We tend to interrupt people because we get impatient. Most times, we do not allow people to talk and give their points of view, what we do is to interrupt and ruin the conversation. What we must do is waiting for a right time to give our opinion instead of abruptly interrupting. So you can make a proper conversation without interruptions, if we interrupt the other person also do.

Action Tip 8: Solicit Clarification When customers are being unclear, it is important that we tactfully let them know it. If during the conversation, do not understand what the person says, we should ask for a clarification. A good phrase to invite people to clarify their ideas without offending them is "help me understand". For example: If a teacher is explaining a new topic, and uses an advanced context, you probably do not understand, we should ask for a clarification of the issue so being able to understand better. This is a school example, but most often happens in business contexts.

6. In your own words define the following: Faking attention: when a person pretends to be paying attention, without really knowing what you're talking. Makes physical movements to suppose that he is paying attention and are interested in conversation.

Listening capacity: It’s have the ability to listen to someone in a conversation without distracters. Noise: refer to loud, confused, or disagreeable sound or sounds, which may be involved in a conversation at the wrong time.

Gatekeepers: Is the person who previews incoming information to determine if communication is appropriate. Some gatekeepers are secretary, administrative assistant, etc. Wide asleep listener: Is someone who falsifies be attentive to be kind to someone. Habit: is conduct which is done in a continuous loop.


Listen to Your Customer


Use Friendly Web Sites and Electronic Communication


Homework BLOGS. A journal where customers and Company interact with different issues concerning the company’s products. 

Use blogs as a real-time online conversation. If there’s a conversation going on about your issue or organization, you need to be involved in the dialogue. Keep the blog under close observation because customers communicate through it.

Remember the 80/20 rule; 20% of the people in the world have great influence on how the other 80% think. The 20% are actively reading blogs. Pay attention on what is being said on the blog because what a few people write on it, has great repercussion on what a lot of other people will think.

Understand that almost one-third of al U.S. Internet users read online forums, so the potential for communicating about customer service is high. Forums or blogs are used to exchange ideas about products by many people. Be mindful of this.


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Reach out to blogger who follow your issues. If possible, have conference calls with them. Engage them. Keep close contact with those customers who take their time to let you know what they think about your products. Let them know you value their input.



Submit posts/comments from your organizations leaders on blogs. It establishes that you are willing and able to be part of the conversation. Truly engage your customers through the blogs or forums. They will appreciate it when a company leader communicates through this service.


Web Page and Electronic Communication


HOMEWORK PROBES 1. Appliances who will let you know when they need service or malfunctioning. Communication between people will be rare, because devices will be receiving and giving customer service. Of course people will be kind of vulnerable because technology will manage most aspects of their lifes without even knowing what is being shared. 2. They might expect faster and more precise repairs. Possibly cheaper costs, because information will get through directly from the devices, cutting the customer service employee from the loop. 3. Costs will vary because people might get fired. Or they might get higher if the technology is expensive. More tech knowhow will be needed to handle problems, which means more college students will be working in this kind of organizations due to the new technologies needed to operate.

SUMMARY Everyday millions of people access it worldwide and the internet has become the place for searching and shopping. The internet has provided a new avenue for delivering customer assistance. The web E- service provides additional benefits such as improved customer relationships. A poorly managed E-service can negatively affect the business image. For this reason, it´s important to be efficiently in the aspect of the E-service like web pages and blogs. Also, self-service has a significant cost advantage over traditional customer service channels, such as talking to a live agent on the telephone, but some customers still prefer personal communication. Low interaction communication (also known as self-service) is when customers take care of themselves using knowledge bases. Knowledge bases are databases of answers to frequently asked questions FAQs. Self-learning knowledge bases constantly update themselves based on customer questions. In my opinion, I think the internet is a wonderful service because many people work in, as students or in most companies. The internet offers many things to satisfy the consumer. Of course not everyone likes the idea of e-service. Now day the internet is very important for companies to innovate; not only their products but also their service. For people is easier the search of companies that provide good products and good service, and the best way is through the internet.


Class work AVOIDING E-SERVICE PROBLEMS. Pg 76-77

ACTION TIP 1. Be There and Be Quick Make sure the website is always operational. Customers will usually not wait to long for slow or crashing websites, they will prefer to go to another business, or get angrier at the company´s service. It is a good idea to have a “redundant server” or backup server, for when the main server goes down.

ACTION TIP 2. Make site navigation simple Navigation of a business homepage should be simple and user friendly. Do not put too much information on one page because it makes the customer confused. The customer should be able to get to the customer assistance page in one click.

ACTION TIP 3. Respond Quickly In todays generation wating for a response in 24 hrs is too long. An automatic message acknowledging the customers question has been received should be sent out if a quicker response is not possible. On web chats, long pauses may confuse the customer thinking the chat has been abandoned.

ACTION TIP 4. Provide Communication Alternatives High-tech = internet or electronic services. High-touch = personal or people contact. Always keep in mind some customers might prefer talking person to person about an issue. Provide this hight-touch alternatives.

ACTION TIP 5. Pay attention to form and function Customer care sites should be functional and visually pleasing and not confusing or over powering.


Business Plan to Generate Investors


Pictionary Word Word of mouth

Meaning Personal recommendation

Example He hoped news of his company would spread by word of mouth.

Customer relationship

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

The customer relationship is good with my mom in this restaurant.

E-commerce

Commerce in the web

My father make a E-commerce last night

External Customer

An external customer is a client who is directly affected or uses the company's products or services.

Marta is an external customer of that company because she complains their service

Internal Customer

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

Luis is an internal customer of Taco Bell and he has a direct link to external cutomers.

Goodwill

High quality of goods and services. Quality and conduct of management and employees.

Hear

Physical activity by which sound waves are sent to the brain for understanding.

It might therefore be divisible into two kinds: adherent free goodwill and separable free goodwill. Did you hear what I said?

Image


Listen

Refers to the psychological processes that allows us to attach meaning to the patterns of energy we “”hear”. One who previews incoming information to determine if communication is appropriate It is the process of comparing one's business processes and performance metrics to industry bests or best practices from other industries.

I told you many times but you wouldn't listen

Blog

It is a website containing a writer´s or group of writers' own experiences, observations, opinions, etc, and often having images and links to other websites.

She uses her blog to write lovingly and informatively about an enormous range.

Click path

It is the sequence of hyperlinks one or more website visitor’s follows on a given site, presented in the order viewed.

Karla like the click path of her favorite company because is the best way to find something that she want.

E-service

It´s (short for electronic service) represents one prominent application of utilizing the use of information and communication technologies (ICTs) in

The benefits of eservices in advancing businesses efficiency and in promoting good governance are huge.

Gatekeepers

Benchmarking

Gatekeeper application is the key to the functionality of the system. Benchmarking is probably one of the biggest sources of unhappiness in today's western societies.


different areas. FAQs(Frequent Are listed questions ly asked and answers, all questions) supposed to be commonly asked in some context, and pertaining to a particular topic. The format is commonly used on email mailing lists and other online forums, where certain common questions tend to recur. (KB) is a technology Knowledge base used to store complex struct ured and unstructured information used by a computer system. Live chat Is like email on steroids or a phone call using text. The users involved are generally responding in real time, using short statements, abbreviations, “emoticons�, and other shared shorthand communications. Online forum Is an online discussion site where people can hold conversations in the form of posted messages. They differ from chat rooms in that messages are often longer than one line of text, and are at least temporarily archived. Redundant Is a process through services which additional or alternate instances of network devices, equipment and

The customer used FAQs to find the answer of the questions for the company.

Chinese Sentence generation in a Knowledge-Based machine translation system is very important. They made a live chat last day for her birth day.

The company made an online forum with the customers to improve its service.

The company has redundant service that is very confused for the cutomer.


communication mediums are installed within network infrastructure. SNSs (Social networking sites)

Any site that enables users to create public profiles within that Web site and form relationships with other users of the same Web site who access their profile.

In the world are a lot of social networking sites, but I only use four.

Spamming

Is the use of electronic messaging systems to send unsolicited bulk messages (spam), especially advertising, indiscriminately. Is a system that allows users to communicate in real time using easily accessible web interfaces. It is a type of internet online distinguished by its simplicity and accessibility to users who do not wish to take the time to install and learn to use specialized chat software.

Try to stay on topic next time and stop spamming my blog.

Web chat

Ana like to used web chat with her friend that was in Mexico.


Portafolio customer service unit2