CUSTOMER SERVICE PORTFOLIO UNIT 3 by Valerie Argueta

Valerie A. Argueta L.

CUSTOMER SERVICE

10th CCLL “C”

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INDEX Contents Learning Process ..................................................................................................................... 3 Pictionary ............................................................................................................................ 5-12 Teacher's Presentation ....................................................................................................... 15-32

Presentationâ&#x20AC;&#x2122;s Summary ................................................................................................. 14-15 Scanned Documents ...................................................................................................... 21-22 Proofread Documents .................................................................................................... 24-29 Partial Test .............................................................................................................................. 31 Final Test ............................................................................................................................ 33-34 Reflective Essay ....................................................................................................................... 36

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PICTIONARY

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WORD

Credibility

Value

Add-ons

Intangible

Tangible

DEFINITION

EXAMPLE

“Her credibility The quality of being affected in believable or worthy company when of trust. hired a employee.”

PICTURE was the she bad

It is a fair return or equivalent in goods, “The value of the Euro services, or money for is greater than the something American Dollar.” exchanged.

A feature that can be added to a standard model or package to give increased benefits.

“Aspire offers three nights in the city as a complimentary addon to a short allinclusive holiday in the Kruger National Park.”

Incapable of being “A legal entitlement perceived by touch; to an idea or impalpable. concept, often intangible.”

Discernible by touch; palpable.

“The characters were the as tangible as all of us standing in this room.”

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WORD

DEFINITION

EXAMPLE

The actual value of a company including all aspects of the business.

“If a share's price is less than its intrinsic value, it should be bought.”

The value of something based on appearance or what it could be sold for, which may not be its real value.

“A day trader's notion of value is determined by what another trader will pay a few moments later; it is extrinsic value.”

A written statement that promises the good condition of a product.

“The warranty covers the car mechanically for a year, with unlimited mileage.”

Related to the monetary worth and the added Perceived Value value that is given to a product.

“Selling your product at a higher price increases the perceived value because people associate high prices with quality.”

A chemical substance produced by a Natural Products living organism.

“Examples of natural products include fibers; fuels; construction materials; and animal by-products.”

Intrinsic Value

Extrinsic Value

Warranties

PICTURE

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WORD

Organic Foods

Green-Friendly Products

Emotional Connectivity

Trend

Conglomerate

DEFINITION

EXAMPLE

PICTURE

“Some studies show Foods that are that organic foods produced using have more methods of beneficial nutrients, organic farming. than their conventionally grown counterparts.” Marketing claims referring to goods and services that inflict no harm at all upon ecosystems or the environment.

“There are eco – friendly products that are made out of recycled materials.”

Positive signals given to customers who show interest and listening skills.

“It is possible to shift a customer from the Z.I toward the Z.M with emotional connectivity.”

A general development or change in a situation or in the way that people are behaving.

“Surveys show a trend away from home-ownership and toward rented accommodation.”

Made up of parts from various sources or of various kinds.

“The Dwyka conglomerate rarely attains any great thickness though forming wide outcrops.

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WORD

Retailer

Animal Testing

Formerly

Volatile

Fickle

DEFINITION

EXAMPLE

A person, shop, or business that sells goods to the public:

“If a share's price is less than its intrinsic value, it should be bought.”

PICTURE

“Opponents of animal testing say It is the use of non- that it is cruel and human animals in inhumane to experiments. experiment on animals.”

“He manufacture of At an earlier time: broadcloth was in the past. formerly carried on, but is now entirely decayed.”

Likely to change suddenly and unexpectedly or suddenly become violent or angry.

“Besides, his volatile nature was as interesting as his spontaneous moods.”

Likely to change your opinion or your feelings suddenly and without a good reason.

“Sasha's moods were varied and fickle, never lasting too long.”

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WORD

DEFINITION

EXAMPLE

Hyper connectivity

The state of a network in which the number of nodes is far in excess of the number of users.

“Digital hyper connectivity impacts every region and industry sector.”

Transparency

Transactions

Interactions

Hackers

PICTURE

“Let us now imagine The characteristic what degree of of being easy to transparency of air is see through. admitted by its molecular constituents.” “In business An occasion when transactions Alex was someone buys or frugal with his sells something. money, but when it came to his family, he was generous.

An occasion when two or more people or things communicate with or react to each other

“He needed a distraction from the odd interaction with his brothers' mates and the thoughts of Jenn.”

A chemical substance produced by a living organism.

“Examples of natural products include fibers; fuels; construction materials; and animal by-products.”

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WORD

DEFINITION

EXAMPLE

Empowerment

There have been other solar donations with an eye on empowerment.

“If a share's price is less than its intrinsic value, it should be bought.”

Vacation Policies

Meaningful Experiences

Altruistic Tasks

Social Interactions

Time off work an organization voluntarily provides employees as a benefit.

PICTURE

“Deciding what sort of vacation policy you want your company to have is an important step for any business owner.”

“Nathan Shedroff points out that all Events that had a design is the process great impact on of meaningful someone’s life. experiences are more powerful than price and performance.”

“The idea is that Act to promote completing an someone else’s altruistic task welfare. increases your sense of productivity.” It is the process by which we act and react to those around us.

“Social interactions refer to the action of a reference group affect and individual’s preferences”.

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WORD

Serendipity

Paramount

Radical

Consumerism

Insight

DEFINITION

EXAMPLE

PICTURE

Ability for making “Reading should be desirable an adventure, a discoveries by personal experience accident. full of serendipitous surprises.”

“There are many Above others in priorities, but rank or authority, reducing the budget superior. deficit is paramount.”

Thoroughgoing, extreme.

“He was known as a radical reformer/thinker.”

A movement for the protection of the consumer against defective products.

“He disliked Christmas and its rampant consumerism.”

Understanding based on identification of relationships and behaviors within a context or scenario.

“It was an interesting book, full of fascinating insights into human relationships.”

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WORD

Personalization

Technology

Globalization

Pet Peeves

Turnoffs

DEFINITION

EXAMPLE

The process of making something suitable for the needs of a particular person.

“Some of the newest internet businesses offer a higher level of personalization than in the past.

The practical, especially industrial, use of scientific discoveries.

“What this country needs is a long-term policy for investment in science and technology.”

PICTURE

“We must take The increase of advantage of the trade around the increased world. globalization of the commodity trading business.”

“A supervisor may have a pet peeve about people Irritation and/or leaving the lid on the annoyance. copier up and react angrily, be annoyed when others interrupt when speaking.”

Negative expiriences.

“Because of the value turnoffs, the company lost a lot of customers.”

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Teacher’s Presentation

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Presentation’s summary

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Even in challenging economic times, consumers have shown they are willing to pay a premium for “natural” products, organic foods, green-friendly products, and the like that carry a cost premium. Such values oriented-companies make customers feel good, and big marketers want a piece of this profitable trend. In 2000, the large agribusiness conglomerate Unilever bought the flavorful Ben & Jerry`s ice cream company. Today, the company ads remind customers of shared values when they promote family farms, a dairy source for Ben & Jerry’s ice creams. Colgate bought 84 percent of Tom`s of Maine, the all-natural personal care brand based in Kennebunk, Maine. Tom`s was a small company with a social responsibility message. French cosmetics giant Lòreal bought London-based retailer The Body Shop, a personal care chain known for its avoidance of animal testing and its support for human and animal rights causes. Large companies recognize the added value the customer of these formerly small companies received. Many customers today appreciate the notion that what`s good for you and good for the planet is the ultimate win-win. Being a consumer of companies that share you values can make you feel selfless.

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What is Insight? The term insight refers to an understanding based on identification of relationships and behaviors within a context or scenario. Our context is customer service and our scenario assumes changes that are rapidly becoming realities. Three Areas of Change Significant impact on customer service and loyalty:

Personalization

•Customers will no longer accept to be treated as a demographic category.

Technology

•It is the engine that will allow much of this customization.

Globalization

•The global economy will requier many businesses to be more aware of a broad range of cultures.

Customer Demographics Young people are becoming active consumers, while the baby boomers are creating a huge number of active 60-plus buyers.

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Recognize Pet Peeves about Customer Service People will always tell you some pet peeves about their experiences as customers when asked, they will easily recall situations where they feel they were treated poorly, or where they bought products or services that just didn´t measure up.

Categorizing Turnoffs

Value

System

People

Turnoffs

Creating Loyal Customers Customers’ turnoffs are correlated with customer satisfaction and loyalty. 

Value Service Recovery

Showing customer that you care is fundamental to building loyalty. Service must be seen as the essence of your business, not a side function.

Customer Loyalty in Two Steps •Reduce or eliminate all the turnoffs

2nd Step •Exceed customer expectations to create a positive awareness.

1st STEP

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Scanned documents

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Proofread documents

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Even in challenging economic times, costumers have shown they are willing to pay a premium for “natural” products, organic foods, green-friendly products, and the like that carry a cost premium. Such values oriented-companies make customers feel good, and big marketers want a piece of this profitable trend. In 2000, the large agribusiness conglomerate Unilever bought the flavorful Ben & Jerry`s ice cream company. Today, the company ads remind customers of shared values when they promote family farms, a dairy source for Ben & Jerry^s ice creams. Colgate bought 84 percent of Tom`s of Maine, the all-natural personal care brand based in Kennebunk, Maine. Tom`s was a small company with a social responsibility message. French cosmetics giant Lòreal bought London-based retailer The Body Shop, a personal care chain known for its avoidance of animal testing and its support for human and animal rights causes. Large companies recognize the added value the customer of these formerly small companies received. Many customers today appreciate the notion that what`s good for you and good for the planet is the ultimate win-win. Being a costumer of companeis that share you values can make you feel selfless.

QUESTIONS 1. Look up for the underlined company names and identify what they sell. 2. Define the highlighted words. 

Natural Product A chemical substance produced by a living organism



Organic Foods They are foods that are produced using methods of organic farming – that do not involve modern synthetic inputs such as synthetic pesticides and chemical fertilizers.



Green-Friendly Products Good for the environment

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Cost Premium The marketing practice of selling an elite product at a cost level above that of its competition in order to make it appeal to more exclusive and wealthy consumers.



Trend General tendency or direction. Fashion or mode.



Conglomerate A corporation that is made of a number different, seemingly unrelated businesses.



Retailer A business or person that sells goods to the consumer, as opposed to a wholesaler or supplier, who normally sell their goods to another business.

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Animal testing It is the use of non-human animals in experiments.

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Formerly In time past, in an earlier period or age, previously.

3. Watch some ads of the companies mentioned? Is the reading truthful? (ads remind people of their values..) Yes, it is truthful. All the three businesses are eco-friendly. Ben & Jerry´s offer three pins free (of ice cream) to their workers every day, and Tom´s Maine donates 10% of their profits to charity. These are the links of the videos:  http://www.youtube.com/watch?v=wqzHuof4Bac  http://www.youtube.com/watch?v=In_Gq5P0kEs  http://www.youtube.com/watch?v=Tcqm6O-Ik0U 4. What does the last paragraph mean? It means that having a good relation between the environment and the business is important in order to create customer loyalty and satisfaction. 5. What are some causes that you believe deeply in? We deeply believe in eco-friendly products and services. We are against animal testing because it isn’t fair for the animals, and it is cruel.

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Allens Naturally Amal Oils Ancient Secrets Anise Cosmetics Arbonne

Aroma Bella Austin Rose Bare Body Soaps Organics

7. To what extent do you feel more inclined to do business with these supportive organizations? What factors influence your loyalty to them as a customer (external or internal)? Some factors that extend my loyalty to business is that the business has ecofriendly actions, visions and products as an external customer. 8. Are there companies you will always try to avoid because of some extrinsic value perceptions such as disagreement with their policy stands, etc.? Could they win you back? Yes, there are companies we will always try to avoid, for example KFC, because they are cruel with the animals; in this case chickens, and we don´t think they can win us back. 9. Vocabulary words to be defined and added to the Pictionary 

Credibility The quality of being believed or trusted.



Value Relative worth or importance.



Add-ons One thing added as a supplement to another.

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Intangible That cannot be touched or felt.

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Tangible Capable of being touched or felt; having real substance.



Extrinsic Value The difference between an option's market price and its intrinsic value. In theory, options should not trade above their intrinsic value due to the time value associated with option pricing. Extrinsic value is also the portion of an item's worth that is assigned to it by external factors.



Intrinsic Value The inherent worth of an item.



Warranties It is a written guarantee given to a purchaser that the manufacturer, dealer, etc., will make repairs or replace defective parts free of charge for a stated period of time



Perceived Value The worth that a product or service has in the mind of the consumer. The consumer's perceived value of a good or service affects the price that he or she is willing to pay for it.

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’ We would like to open a restaurant named E’tunul. We will offer typical Guatemalan food as well as other typical dishes. Our restaurant will be located in rural areas, such as Katok. We will fulfill customer expectations by offering home-made meals with excellent quality, hiring the best chefs of the rural areas and providing facilities for them in order to make them feel comfortable. After the customer asks for the bill, we will give them a little Guatemalan keychain. Our immediate competition will be Katok, and we will be better because we’ll have an ecological playing area and other things that would satisfy customers’ expectations.

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Target Market Our target market will be teenagers between 13 – 21 years old. Customers Profile    

They are athletes They are full of energy They are willing to invest Q200.00 in our store They are not afraid of anything.

Generation Characteristics     

They really enjoy using the Internet. They think that “Normal is boring”. They like to interact by social media. They love parties. They want to be accepted in society.

We will Sell… We will sell sport accessories and clothing, especially for teenagers. How are we going to do it? Where? We are going to sell our products by implementing sports’ stores in popular malls. Reason We chose it because teenagers are usually looking for adventures and learning new things every day. They are active and fidgety, so most of them play a sport and need accessories and clothing for it. Leader Company Sportline is a leading sport network for more than 40 years, chosen because of its unique variety of products and customer relationships. It has a wide geographic coverage in three countries.

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PARTIAL TEST

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The key to most businesses' success is customer satisfaction. Giving customers everything they expect and MORE causes customers to return. The best way to hold on to customers is to provide friendly service, accurate information and constantly add more and more value to your products and services. In order to improve your customer service department you need to ask new questions to improve your services. Review you company customer care policies and continually ask how to improve customer satisfaction so that you can stay competitive in these changing times. Keep your clients happy and your business grows and improves. It's as simple as that. Multiple Choice Comprehension Questions 1. What is the key to business success? Customer satisfaction Good advertising Investment 2. What type of information needs to be provided? False Accurate Simple 3. What needs to be reviewed? The team members The customers The customer care policies 4. What happens when you keep your clients happy? Your business grows and improves. Your business stays at the same level. Your clients go to competitors.

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Final TEST

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REFLECTIVE ESSAY

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During this unit, we discovered a lot of new things about customer service. The topics seen in class were interesting and useful because it showed us how to really apply customer service and what can we do to improve it. Some of the things that I learned during Unit 3 were: the different kinds of turnoffs I a business, how can we avoid it, how does it affect the customers’ loyalty, the three areas of change in customer service, and more! I think that it’s really important for us to learn more about customer service, so that we will prepare ourselves for business in order to succeed. Customer service class should be more dynamic and attractive. Also, it should have more materials like books and CD’s.