Portfolio unit 2

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Burger Supreme 1. What is Burger Supreme dedicated to? What do they sell? 

They are dedicated to make a good customer loyalty they specialize in taking all of the responsibility of the food off of your plate and allowing you to enjoy your food, the menu is broad, covering dozens of sandwiches, salads, soups, desserts, and specialty foods like gyros, onion rings, and frozen yogurt.

2. How many items do they have in their menu?  They have 10 items in their menu that are:  • Burgers  • Sandwiches  • Children’s Menu  • Combo Meals  • Dinners  • Baskets  • Salads  • Side Orders  • Drinks  • Ice Cream 3. Locate a link that mentions customer loyalty towards Burger Supreme. www.customersloyaltybetweenyouandme.com 4. Analyze the link mentioning important information.

In the link says that if we are loyal to Burger Supreme they are going to give us a reward or a price because they need customers to be loyal with their restaurant.

5. Would you like to go to Burger Supreme or do you prefer going to fast food hamburger chain? Explain.

I will like to go to Burger Supreme because not only they have a broad menu they have a good relation between owners and a customer.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Action Tips

Action Tip 12 Speak Naturally and Comfortably Talk to your caller as you would to your friend; use friendly voice tones and natural spontaneous reactions. A strong clear voice conveys confidence and high credibility. The key of holding interest is variation in the voice. The three things any speaker can vary are pitch, loudness, and rate. Try to use your natural range. Pitch variation conveys personality and helps hold listener interest. Also be mindful in your loudness this can be the key of the call.

Action Tip 13 Do not Let “Dead Air” Happen Broadcasters call those awkward gaps when nothing is being broadcast. Listeners have no idea what is going on and often change stations if the silence persists. The same can happen with a telephone call.

Always tell the caller what you are doing, use statements like the ones below: “I will transfer you to… He can get you more information. One momento please” “I understand your concer. Ms. Jay is in our billing department can best help you with your request(problem). May I put you on hold for a momento? I will see if he is in.”

“I´m reviewing your account now, Mr.Jay. Let me just check a few figures and I can give you that information in a moment”.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

4

Keep Callers on Track If a caller digresses into a nonessential conversation, use a bridging technique to get back on track: If your caller says: “I get really sick of this gloomy weather around here. It really gets to you after a while, don´t you think?”

You migth say: “Well, one way can brighten your day is to, give you the information you´ve been waiting.”

Action Tip 15 When Calling Others, Ask: “Is this a convenient time to talk?”

If you ever asked this question and it isn´t a a good time, let the aller know and arrange another time to talk that would be more convenient. This tip can be the key if you don´t have information you may need to answer a caller´s questions or suggests. Callback, and be honest with him.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Action Tip 16 Take Messages Cheerfully and Accurately Take notes of key words and phrases. Read the message back to the caller to be sure it is correct, then pass the message to the right person.    

Get the full name and correct spelling.

Ask for his or her name even the organization if it is appropriate.

Get the full telephone number, including the address.

Note the time and date the message was taken.

Action Tip 18 Learn to Use Your Phone´s Features Learn to use your phone use many tricks available on it, through the phone system. If you are uncertain about the use of your telephone system´s features such as call transfer, ring, hold, and the like, take time to read the user´s guide or call the service provider. Be interest to have you using the equipment fully, so that they have a satisfied customer.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Action Tip 19 Plan Your Outgoing Calls for Efficiency Plan what will you say for an important business call, preferably write what you are going to say, Include:  

The purpose of your call A list of information you need to give or get.

Be sure to identify yourself and the reason for your call in the conversation. Be aware of probable lunch hours and long – distance time differences.

Action Tip 20 Don´t Let the Telephone Interrupt Important Live Conversation If you take the call always excuse and you have to determine what the cal lis about, and inform the caller that you have someone with you and that you will callback in a few minutes, or in a certain time if it is necessary.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Web Page and Electronic Communication  In fact, the Internet provide many ways that devices can communicate with each other, what are some implications for customer service? o

Some implications for customer service are that the customer service has to renew to meet the demands of real clients, creating fresh ways to get the attention of a technological and spontaneous style.

 What kinds of new expectations might customers hold regarding online repairs, adjustments and new features? o

The kinds of new expectations are the adjustments and new features would be very high and the company has to pay attention to those technology aspects that the customer need like information, decoration and stuff like that.

 Describe how such “futuristic” online services might possible affect an organization you work in or are familiar with. Be creative. o

The “futuristic” online services might affect an organization by the constant competition with other brands; online services can affect negatively the business image, if the information that needs the customer is not in there the customer would go to another online service, if the customer online services do not cover the important aspects of the company and more because every day millions of people access the internet.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Advantage and disadvantage of Web-based service  The advantages of Web-based services are that the internet makes possible that the customer answer their own questions by making a dynamic of constantly adaption. And the most important advantage is the improved of customer and company relationships. The disadvantages of this kind of services are that this can negatively affect the business image.

Personal Opinion

Web Based is important because it can provide is a lot of iformation for customer even when they need it really son and they don´t have to spend lot of time they just have to clikc on our web page to see information.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Homework Problem 1: He was irritated for waiting a long time.

Problem 2: The guys that talked to him were very rude.

Problem 3: They don´t listen to him when he was talking.

Problem 4: The man finished the conversation.

1. Action tip 5 (answers promptly and be prepared to handle calls), when the telephone rings longer, the customer gets the feeling that you are unavailable.

2. Action tip 3 (avoid unnecessary call screening), use only call screening (persons answering for you) only in necessary times.

3. Action tip 4: answer with professionalism (The appropriate way to answer a business call is to simply state your name or your department). If the receptionist answers with informality, the customer would feel lost in the conversation.

4. Action tip 8 (Be sure the conversation is finished before you hang up), if the receptionist hang up before the conversation is over, the customer would be upset.

5. Action tip 9 (handle the upset caller with tact and skill), the receptionist has to handle the situation when the callers are upset by understanding them.

6. Action tip 10 (keep your conversation tactful and business like), keep the comments positive and oriented toward solving the caller’s problem.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Case Study

Read the phone conversation on page 70 and answer the following questions with a partner.

1.

What was accomplished by Dallin´s greeting?

The client in this case Kristine feels appreciated.

2.

What did Kristine fail to do in her opening Remarks?

Kristine fault in the aspect that did not let Dallin respond to her first interrogation

3.

What information did Kristine need to make this a successful conversation?

Know more about what schedule want her boss

4.

How well did Dallin handle the call?

Dallin handles the call in a reverential fashion. And helping Kristine to choose the best path to resolve her problem

5.

What would you do differently if you were Kristine?

If I was Kristine, I would investigate more about what my boss wanted, to have a speedy solution to his problem with the agenda.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

6. What would you do differently if you were Dallin?

If I was Dallin, I would devote a “thanks you” message and I would talk with more formality.

Yes, I notice the situation when Dallin reassured the client.

7. Why is it important to reassure customers?

Is important to assure clients, because with it the customer feels more comfy to talk the reality of the problem, and the result of that, is that the client would be loyal.

8. How was the overall efficiency of this call?

The conversation was efficient because Dallin and Kristine help each other to solve the trouble.

9. Did the customer receive the treatment she expected? Explain.

The customer obtains a safe discussion, because the conversation was efficient to answer in a quick and comfortable manner.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

POINTS TO KEEP IN MIND ABOUT USING BLOGS.

 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.

 Blogs of organizations need to be involved in the dialogue, and they need to be as a real-time online conversation.

Remember the 80/20 rule; 20 percent of the people in the world have great influence on how the other 80 percent think. The 20 percent are actively reading blogs.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

 Some people have the ability to influence on how others think and average of this is that 20 percent of the people influence on how other 80 percent think.  Understand that almost one-third of all U.S Internet users read online forums (according to respected source Forrester Research), so the potential for communication about customer service (for good or ill) is high.

 A big amount of users read online forums to communicate about customer service for good or ill.

 Reach out to bloggers who follow your issues. If possible, have conference calls with them. Engage them

Gabriela Villagrán #23 4to. Bach. CCLL “A”

 You need to convince the bloggers who fllow you to engage them, and if it is possible make them some conference calls with them.

 Submit posts/comments from your organization’s leaders on blogs. It establishes that you are willing and able to be part of the conversation.

 Submit an answer or a comment from your organization´s leaders on blogs, it establishes that you are part of the conversation.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Pictionary Word Benchmarking

Meaning It is a measurement of quality of products.

Sentence Our Company is providing to the customers a benchmarking of the products we are offering.

Blog

Is an informational site published on the web.

Our Company has an interesting blog for customers.

Click Path

Is the sequence of The graphic shows hyperlinks of one or the click path of more website February. visitors.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Picture

E-service

Application of utilizing the use of information and communication technologies

Our Company is characterized by the good E-service we offer.

FAQ

Questions and answers commonly asked

The FAQ are important for our Company.

Knowledge base

Technology use to store complex structured and unstructured information.

Real time conversation

Our Company knowledge base has been charecterized for being great.

Online discussion site where people can hold conversations

The online fórum will be in the schol.

Live Chat

Online Forum

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Yesterdar we had a live chat conversation.

Word

Meaning

Sentence

Social networking sites (SNS)

Social sites function like an online community of internet users

Our Social Networking Sites is working great.

Spamming

Use of electronic messaging systems to send unsolicited bulk messages

Their web page had lot of spamming when I entered.

Web chat

A system that allows users to communicate in real time using easily accessible web interfaces

They have an open web chat for customers.

Gabriela Villagrán #23 4to. Bach. CCLL “A”

Picture

Our product is an umbrella with plastic around it; and its principal function is to anticipate that the clothes that the persons are wearing in that moment get wet, because of the rain.

The product we are offering will be successful in our country because it will be cheaper than other umbrellas and it will be very useful. Companies that are offering umbrellas do not offer umbrellas with shelter around it.

This umbrella is designed especially for the protection of the outfit that you have during a raining day. It also has different designs colors, and sizes. Also there is a familiar size (5 persons).

Productos Ciclón S. A. is a company with 60 years of working in the local market.

Offering a diversity of articles for rain days. It is the market leader in the local market because of its innovation, quality products and excellence.

Our main customers will be children, adults, because of our diversity of sizes, shapes and quality of our product. We will advertise our product quality in the TV and in billboards in the main transited places of the city.

We are considering to have different headquarters in the main visited malls of the city. Specifically in Cayalá, Santa Amelia, Miraflores, Oakland Mall, Paiz and Cemaco.

We have our main headquarter in zone 5 the products will be cheaper than in the other headquarters.

Gabriela Villagrán #23 4to. Bach. CCLL “A”