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UNIT 1 PORTFOLIO CUSTOMER SERVICE


Index

Pictionary………………………………………………………3-7 Presentations summary……………………………….…….8-11 Improvement analysis………………………………………11 Ethics presentation…………………………………………..12-14 Reading comprehension……………………………..……15 Extra information………………………………………………16-18 Personal reflection…………………………………………….19


PICTIONARY CUSTOMER RELATIONSHIP: Is managing a company’s interactions with future and current customers. It’s divided in external customer and internal customers. Making a good customer relationship is important for the company so new customers may come around. •

Customer relationship is a very important factor in a business or company.

EXTERNAL CUSTOMER: Is the people with whom we do business outside the company or the organization. •

Last week my uncle’s company had a new external customer that was interested on the products they produced.


INTERNAL CUSTOMER: People working inside the company •

Jackson is an internal customer because he’s the manager of the package section.

E-COMMERCE: The commerce by internet •

Nowadays most people prefer e-commerce.


WORD OF MOUTH: Personal opinion or recommendation about any product or service used to advertise it. •

Word of mouth is the best way to attract new customers.

CUSTOMER LOYALTY Is and ongoing relationship between the employees and the company •

Repeated buying is not a sign of customers’ loyalty.


COMMUNICATION: the interchange of thoughts ideas opinions or information between persons •

Communication is very important for the employees and the owners of a company


EMPLOYEES LOYALTY: is when the employees are satisfied working in the company because of the rewards or the good attitude against them •

Subway has a lot of employees loyalty because the employees are happy to work there

CUES: anything spoken or done that serves as a signal to a person •

Nonverbal cues can be different in different cultures.


The ultimate goal of a company is to create customer loyalty Some signs of Not Customer Loyal are: •

Customer satisfaction today

A response to some offer,

Repeated buying

These are some examples of Customer loyalty •

An ongoing relationship with the company

Driven by an overall satisfaction


Behavior can be transmitted by 2 ways: •

Verbal is what we say, using words

Nonverbal is without words

There are 2 kinds of behavior: •

Individuals and organizations

Two important things about communication •

Anything can and will communicate

The receiver of the message determines what it means

Some variables that can have implication in customer service are •

Proxemics and personal space


Word of mouth is still the best way to attract new customer, to sustain it companies have to provide exemplary service. The electronic media are ways to spread the word, this is the impact of e-commerce on word of mouth The good and bad news of customer service GOOD NEWS •

Organizations that initiate effective customer retention programs may see profits jump 25 to 100%.

BAD NEWS •

The typical company will lose 10 to 30 percent of its customers per year because of bad customer service

The Golden Rule Customer service will always be the battleground where winners and losers are sorted out


If a customer is unsatisfied with the company, that one customer will tell 11 more people and that 11 people will tell 5 more so in total a company will lose 67 people.

IMPROVEMENT ANALYSIS


Ethics Presentation http://www.slideshare.net/mafer_c/coca-31012753


Answers: •

F

G

D

C

B

A


Reading ComprehensionEXTRA INFORMATION COSTO Costo is a store that has success at building customer loyalty. It is a really good

example of how customer relationship generate economic benefits, it has very good word of mouth Costco`s success funds a generous compensation package for its employees Costco`s earnings have grown at about 12 to 17 percent a year,


Unknown secrets about restaurants

Kentucky fried chickens They inject drugs in the chickens They use monosodium glutamate They use a lot of spices Maybe the food is poisoning


La Granja

It’s an unhealthy restaurant It’s not an appropriate place The place is dirty The restaurant had insects and bad smell

Personal reflection

Customer service is an important subject because we learn how to treat persons how to manage the employees, how a good service attracts new customers and the importance of


word of mouth, customer and employees loyalty and that way when we graduate we’ll know everything about it

Portfolio  

Summary of customer service unit 1 portfolio pictionary, important documents and extra information Sharon Orozco 10th grade C key #17