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Customer Service Portfolio Name: Stefany Mayorga GRADE: 4to CCLL “c” Teacher: Ana Lucía Pérez García Date: March 9th 2014

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Index Customer Service………………………………………..

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Portfolio……………………………………………………… 1 Improvement Analysis………………………………..

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Reflective Essay…………………………………………..

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Kentucky Fried……………………………………………. 5 Chicken……………………………………………………. 5 Procedure…………………………………………………

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Effects……………………………………………………

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On us………………………………………………………… 6 On the chicken…………………………………………

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KFC SUMMARY……………………………………………. 7 Restaurant “La Granja”……………………………..

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Word……………………………………………………………9 definition…………………………………………………

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picture……………………………………………………..

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Undercover service subway…………………………….. 11 Extra Information………………………………………

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Word of Mouth……………………………………………. 12 Advertising effectiveness to induce people to buy:... 12

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Improvement Analysis Reason For choosing it: We choose this restaurant because it’s a good option to eat in a healthy way. It counts as fast food as other restaurants, but they don’t give the same unhealthy ingredients.

Improvement analysis This restaurant can improve by giving more Customer service the employments and give them best salary so they will be happier and then can be reflective on the customers.

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Reflective Essay The Presentations that my friends make taught me about the reality of fast food restaurants that is very shocking because most of us only take notice about costumer service but no one have a idea if the restaurant have a healthy and correct preparation of their products process, I realized that most restaurants do not care about the health and care of the food they choose to develop in large quantities with a lower quality product. In most of animals use in restaurants consume also suffer the consequence of the ambition of man, an example are the chickens suffering from broken bones and burns due to the conditions in which the haves and the products which are fed to produce more this shows who receive inhuman treatment like other animals like cows . All this affects our health causing diseases like cholesterol, triglycerides and overweight can be fatal. So before eating at any restaurant I will be more careful in watching the process of elaboration and the ingredients in their delicious meals.

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Kentucky Fried Chicken Procedure Kentucky Fried Chicken has an elaborate manufacturing process for all the food, especially its enigmatic mind chicken… 1. The process begins before the hen laying an egg; chickens are injected whit hormones and drugs such as “Cefol” a hormone that makes them grow up healthy and faster. 2. Chickens are carefully fed a diet of corn and soybeans and spices so the meat has more flavor. The chicken legs and wings brake due to their weight. 3. The chickens are treated and killed in an inhuman way , because are beheaded or burned alive 4. In the kitchen the meat is seasoned with eleven basic spices that three of them are unhealthy for human consume.

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Effects On us Salts and flavorings can potentially cause addiction to KFC products. Because of the highly refined table salt they use can lead to Alzheimer’s disease, high blood pressure and kidney problems. They all go use oils high in fatty acids, which can cause heart problems and a high cholesterol level.

On the chicken The bird’s legs and wings often break by the lack of nutrients and the speed at which they are forced to grow. The treatment of workers also increase their injuries.

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KFC SUMMARY (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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Restaurant “La Granja”  Most people eat fast food. This is an easy way to eat when they are working, but what they don´t know is that, no matter how clean the place is, they don´t know how they prepare the food. One of those cases of a bad and unhealthy restaurant is "La Granja". 3.  Last Year in January 2013, the restaurant "La Granja" Was forced to close because of different reasons. Some diners realized the unhealthy and inappropriate state of the place. 4.  The entire place was dirty and the containers where the food were had insects, a very bad smell, and the majority of food was rotten. 5. Conclusion  "La Granja" could have a delicious food and clean place but the way they prepared the food was not the correct, that’s the reason why "La Ganja" was forced to close the restaurant. 6. Our Opinion ….  We think that it was the right decision to close the restaurant. The owner of the restaurant should have given a better quality and cleanness on his food so the customer will like to come back. If you don’t give a good product to the customer,

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He will never come back plus he will give a bad word of

mouth of the restaurant. word

Customer Relationship

External Customer

definition picture the practice of building a strong relationship between a business and its customers and potential customers.

a customer of a product or service who is not an employee or part of the company that supplies it.

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an employee or department that uses goods or services supplied by their own company aspart of their job

Internal Customers

Commerce that is transacted electronically, as over the Internet E-Commers The rumor spread rapidly.

Word mouth facility

of Instalation or place where a company is stablish

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goodwill

Image that a company gives

Undercover service subway 1.

Don Fertman, the Chief Development Officer for Subway restaurants goes undercover where he must learn the endless sandwich combinations while being trained by one of the toughest, no-nonsense employees ever. • His objective was to analyze the customer Don Fertman undercover as an employee

2. SUBWAY POLICIES AFTER ‘UNDERCOVER • After its BOSS’uncovering APPEARANCE strengths, weaknesses and opportunities on the CBS reality show ‚Undercover Boss,‛ Subway made several changes to the way it trains and treats its employees. • The chain established roundtables to improve communication between unit-level and corporate employees. 3. • Area developers now have training staff dedicated to teaching franchisees and store managers more than operations. 11

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• Subway respond to its team member feedback with greater investments in training, not only for front-of-the-house staff but also managers. 4. • They want to feel a sense of respect in what they did, and they just want the ability to make their customers happy. • Employees were invited to Subway’s roundtables 5. • The news came out at a website called ‚restaurant news‛, this means that subway accept that all changes were announced.

Extra Information

Word of Mouth Positive Word of Mouth Keeps Customers 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

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Advertising effectiveness to induce people to buy: 25 %

television advertising

15-13 %

newspaper or magazine ads

63%

advice or recommendation

Advertising increases awareness of products and service, BUT personal referrals and recommendations lead to actual decisions to purchase those PRODUCTS and SERVICES.

To sustain positive Word of Mouth advertising provide exemplary service. People talk about extraordinary experiences.

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Portfolio