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Colegio Sagrado Corazon De Jesús 4to Bachillerato Ciencias y Letras Miss. Ana Lucía Pérez García Customer Service

Velvet Suzet Morales Ixquiac # 15


Index 1. Index…………………………………………………………………………………………………………..…….1 2. Improvement Analysis……………………………………………………………………….……………...2 3. Ethics Presentation (Presentation, Investigation, and Reflective Essay)……………....3 4. Reading Comprehension (sentence completion activity)…………………………………….4 5. Presentations and Summary (you can copy paste presentations and work on your summary)……….……………………………………………………………………………………………….5 6. Pictionary………………………………………..………………………………………………………………6 7. Extra information and Pictures, etc……………………………………………………..……………8

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Improvement Analysis

Good customer service is the of any business, the essence of good customer service is forming a relationship with customer. 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," according to Micah Solomon. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.

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Ethics Presentation Domino´s Pizza

It´s expensive and the size is too Little, besides the time we to wait is too much, and sometimes they asked us for the change and when they gave us the pizza, they asked us for another type of change. The images are not in accordance with the real food, they have poor ingredients in the pizzas and they invest too much in publicity. Improvement Analysis They should:     

Cook the size of the pizza in accordance to the price. Have a fast way of cooking with the same quality. Improve the quality of the service. Prepare pizza with more cheese and good quality of ingredients. Invest more in the food than in publicity.

Word of Mouth People´s opinions •Valerie A.: “It is expensive.” •Alejandra M.:” There are no enough places to eat there, instead of calling.” •Ana B.: “Improve the way the restaurants look, and more space to eat.” •Emiliana E.: “They are unpunctual and the orders are incorrect.” •Gaby C.: “They should have playgrounds.” •Mary: “If the price is less, I would eat more!” •Danna:” Sometimes pizza is cold, and it is not in accordance with I am expecting.” •Estefany M.: “More comfort in the restaurants.”

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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. While a typical discounter carries 40,000 (SKUs) (stock keeping units—essentially the number of products sold), Costco stores have only 4,500—only those items where it can provide outstanding value. sales per store are almost twice those at Sam`s Club, its closest competitor. Costco`s success funds a generous compensation package for its employees. New hires start at $10 an hour—high for the retail industry—and progress to $40,000 a year after three years. 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. The company eliminates bad profits through a generous return policy— there is no time limit on return e3xcept for a limit of one year on computer technology items. Costco`s earnings have grown at about 12 to 17 percent a year, over the past decade, even in a difficult economic environment.

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Monika Samaan Vs. KFC

In 2012, An Australian judge has ordered KFC to pay 8 million Australian dollars ($8.3 million USD) to the family of a Sydney girl who was left brain damaged after eating a chicken wraps. According the family of Samaan, the then 7-year-old girl contracted salmonella poisoning from a KFC chicken wrap in 2005. Samaan was in a coma for months and is left with brain damage. KFC denied responsibility and plans to appeal.

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Pictionary 1.Customer relationship The way that a company or organization deals with its customers, and the relationship it has with them.

2.External customer People with whom we do business outside the company.

3.Internal customer People working inside the company.

4.Reliability How well a machine, piece of equipment, or system works.

5.e-commerce The buying and selling of goods and services over the internet

6.word of mouth Personal opinion or recommendation about any product or service used to abuertise it.

7.advertising 8.golden rule Customer service will always be the decisive battleground where winners and losers are quickly sorted out.

9.Goodwill The image the company.

10.

facility

Equipment, rooms, etc. that are provided for people to use.

11.

Globalization

the process by which particular goods and services, or social and cultural influences, gradually become similar in all parts of the world.

12.

work-life

relating to the amount of time you spend doing your job compared with the amount of time you spend with your family and doing things you enjoy

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13.

Balance

The difference in the amount of money that has come into and gone out of a bank account in a particular period.

14.

Cues

A word or action in a play or film that is used as a signal by a performer to begin saying or doing something.

15.

Proxemics

The study of the spatial requirements of humans and animals and the effects of population density on behavior, communication, and social interaction.

16.

Personal space

The variable and subjective distance at which one person feels comfortable talking to another.

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