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School: Sagrado corazón de Jesús 4to Bachillerato en Ciencias y Letras “B”

Customers Service’s portfolio

Thatiana Romero Monroy Firt Unit Key: 17


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Index

Index…………………………………………………………………2 Pictionary. ………………………………………………………….. 3-4 Ethics Presentations • Presentation of the milk……………………………………..5 • Presentation of Vitaminwater………………………………6 • Presentation of Walmart……………………………………..7 • Presentation of KFC ……………….………………………….8 • Presentacion of Chinese food ……………………………..9 the truth about Chinese food……………………………………….10

Reflexion …………………………………………………………………11

Customer Service Reading

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Customers service in Banks……………………………………12

Synonyms………………………………………………………….13

What us Customer Service? ……………………………………14

Customer Service Summary …………………………………………..15-16

Presentations of the class

The Ultimate Goal……………………………………………………..……..17

Use of Behaviors that Encourage your Customers…………………………………………………….. 18

Word of Mouth…………………………………………………………… 19

Pizza Hut………………………………………………………….20

Extra


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Pictures…………………………………………………………… 21

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Word

Word of mouth

Meaning Personal recommendation

Customer relationship

E-commerce

Is a Model for managing a company’s interactions with current and futures customers.

Commerce in the web

Example You should go to pizza hut the pizza is very delicious and rich. I recommend her to you.

The customer relationship is well with my father in the company

My mother make a Ecommerce last week


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Image

Word

External customer

Internal customer

Goodwill

Meaning

An outside organization or individual that receives a product or service from the company

A department or individual within the company that relies on others to satisfy the external customer. For any cell, the next cell in a process is always the internal customer.

an intangible asset taken into account in assessing the value of an enterprise and reflecting its commercial reputation, customer connections, etc


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Example

Image

I am an external costumer of Taco bell because his food is very rich

My brother is employed My father has goodwill at Taco bell so it makes about pizza hut because it an internal costumer they give a good service


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the truth about Chinese food Chinese food is going in there is 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. They found the rats and burn 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 are chicken pieces, and finally they add seasoning and spices cheap. Our conclution is that chinese food is not hygienic for the cheap products they use, and the meat is an animal, that is a dirty rat and can produce several large diseases.


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Reflexion: Service to the client not only is if arriving at the establishment open us the door, if they give us a good smile, if we cater well, if they listen to our comments, if they are able to change the things that displease us. It goes beyond all that, is make quality products that we receive or eat, that we know the origins of the product that we purchased and that we do not cheat on selling us things that we don't know its origin, its quality and its preparation since we think we eat food good and of a high quality as famous restaurant or popular or that the food is rich not only is that like it or be a place recognized if we don't have to investigate more to the places where we go to eat do not know where well those products, sites has also gone and with things that have had contacts. We have to be more aware of our body care and give it to him. It is better to eat at home because there we know the preparation and try to food we'll digest to be good and quality


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Customer Service Reading Name: ______________________________ Grade: _____ Key: ____ Date: _____ 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 F questions. . 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. D

The primary concern of the bank is recruiting the right people. . So they only recruit people who already exhibit good communication skills. And unlike other services that operate primarily over the telephone, the staff at B

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First National do not use scripts. 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.

C

. 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.


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. 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 A customers and offering services which meet their needs. 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.

Synonyms Essential  Recruiting: to find suitable people and get them to join a company, an organization Armed  Scripts: something written Text 

Rapport: a friendly relationship

Relation  Demand: an act of demanding or asking especially with authority  Preempt: to prevent Ramification  Shutting: To block entrance to or exit from Close Up  Staff: a body of persons at work or available for work Employee  Outlets: a place or opening through which something is let out Vent 

Primary: first in order of time or development

Branches: a division of a stem or secondary stems arising from the main stem of a plant.


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What is Customers service ?

Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales, because consumers might take their business to a competitor. Good customer service involves developing bonds with customers, hopefully leading to longterm relationships. It creates advantages for both customers and the business alike. Customers benefit because the business is providing a service that meets their needs. The business benefits because satisfied customers are likely to be repeat customers.


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Customer Service Summary •

It is the attention and the services that we receive of a company or an establishment. The attention that they give us can be good or bad Word of mouth: recommendation, opinion, based or advertising (Some companies use her to call the attention of the client) Statistics Word of mouth is still the best way to attract customer. • 25% television • 15-13% newspaper • 63% advice or recomendation • Customer Relationships: External and internal customers. External Customer: She is the person who receives the services and the attention of a company o Internal Customer: She is the person who works for the company to be able to give services to the clients o

E- commerce: bough something by internet. Good and bad news of customer service: The bad news: the typical company will lose 10 to 30% of its customer per year, mostly for poor service. 10 o The good news: organizations that indicate effective customer retention programs may see profit jump 25 to 100% o

Golden Rule :Customer service will always be the decision battleground where winless and losers are quickly sorted out.


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loyalty The ultimate goal of customer service is to create customer loyalty. Key elements  What makes you customer loyal?  Hoy can loyalty be measured?  Hot Customers Loyalty:  Customer satisfaction alone (He will not be a frequent consumer)  A response to some offer or temporary special incentive (She has to

be gained by the good acts not bought)  Large market share (The prices it has that attractive for the client) Use of Behaviors that encourager you customers Is what people do it is convence in two ways. o o

Verbal (what we say) Nonverbal ( without words) Both an individual and a corporation has behaviors

Nonverbal communication Different cultures •

People see is doing something and they extract a meaning from our actions, keep in mind the culture is generally the same and should be done with common. Variables that can have implication in customer service Proxemics: it is related to space in conversation American tenas to position themselves at an arm’s length. o Personal space: same people are acestumaded to sitting close to each other. o o


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EXTRA

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.


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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 turn over the staff because the meet a new persons and also the change of environment.

Pictures


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School: Sagrado corazón de Jesús 4to Bachillerato en Ciencias y Letras “B”

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Thatiana Romero Monroy Firt Unit Key: 17

Index • •

Index…………………………………………………………………23 Presentations • Listen to your customers ………………………………24-27 • Listening Habits …………………………………………28-30 • Use the telephone well for good service …………31-32 Vocabulary ……………………………………………………….34-37


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Word Meaning

Example

Hear to perceive (a sound) with the sense of hearing

in the mornings I hear the sound of the birds

Listen to take heed; pay attention

Gater Keepers Gatekeeping is a process by which filtered information goes through to the public by radio, TV, or newspapers

Always I like to listen to my friends when they speak to me

Gatekeeping is a good process to announce information


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Image

Word Meaning

Benchmarking A measurement of the quality of an organizations service

Blog Discussion or informational site published on the world wide web

Click Path Sequence of hyperlinks one or more website visitors follows on a given site


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Example

Their benchmarking was not so good.

My restaurant has a good blog

Word Meaning

Benchmarking A measurement of the quality of an organizations service

Example

Their benchmarking was not so good.

Blog Discussion or informational site published on the world wide web My restaurant has a good blog

Image

Click Path Sequence of hyperlinks one or more website visitors follows on a given site

Image

Word Meaning Example

Benchmarking A measurement of the quality of an organizations service Their benchmarking was not so good.

Discussion or inform the wo My restaurant has a Image


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Word

E-service

FAQS(

Meaning

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

Example

My company have a good e-service in facebook

Are list suppos context The for mailing certain We all interes

Image

Word

Live chat

Online forum

Redundant services

Meanin g

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.

Is a process through which additional or alternate instances of network devices, equipment and communication mediums are installed within network infrastructure

Example

My company uses live chat to answer different doubts of the clients

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. My friends use Online forum to ask something that they do not know the company could

Redundant service are good for a company


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explain or answer them Image

Word

SNSs (Social sites)

networking Spamming

Web chat

Meanin g

Any Web 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.

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 distinguishe d by its simplicity and accessibility to users who do not wish to take the time to install and learn to use specialized chat software.

Example

Social networking sites is good for the advertising profiles

In my twitter I have many Spamming

With my friends we use web chat


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Image


Potafolio virtual costumers completo