CUSTOMER SERVICE PORTFOLIO
Valerie Alexandra Argueta López 10th Grade CCLL “C” Key #2
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INDEX Contents Learning Process ..................................................................................................................... 3 Pictionary .............................................................................................................................. 5-8 Teacher's Presentation ....................................................................................................... 10-12
Students’ Presentaions .................................................................................................... 14-17 Documents Summary...................................................................................................... 19-26 Scanned Documents ...................................................................................................... 28-29 Proofread Documens...................................................................................................... 19-26 Final Reflection ................................................................................................................. 33-34
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PICTIONARY
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PICTIONARY WORD
DEFINITION
Focus Group
They are used for marketing research and play and important role understanding perceptions and expectations of people.
Explorer Groups
Customer Surveys
Mystery Shoppers
Complaint Log
EXAMPLE
PICTURE
Mary has already held focus groups at various locations in England and Wales in order to gather views.
This group of people discuses about the new ideas and then they decide if they will implement these new ideas in their own business for a better service/product.
Sarah sent an explorer group to a popular cupcake store in order to know how they treated customers and get new ideas to make her cupcake store much better.
Customer survey is a systematic way of asking some questions to determine what the respondents think about the company and its service.
Creating a customer survey easy task, but certainly one pursuing.

Mystery Shoppers are hired evaluators who visit companies like customers to know how they are really treated.
Tools used for mystery shopping assessments range from simple questionnaires to complete audio and video recordings.
Capture and feedback/ideas success.
useful is no it is worth
use Managers can benefit for from maintaining complaint log to capture ideas from customers. 5
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PICTIONARY WORD
Abrasive People
DEFINITION
Persons who use an irritating manner or tone that sounds pushy or critical.
Those who speak directly using Assertive People appropriate and pleasant words.
Blanket Tone
Personal Tone
Credibility
EXAMPLE
PICTURE
Abrasive people want to have their own way all the time. They will ruin a completely organized event by forcing others to follow their way.
Assertive people express their personal likes and interests spontaneously rather than stating things in neutral terms.
The cooperation of our charge customers Speaking to people in paying their as a group. accounts is appreciated.
Speaking to people I certainly appreciate as individuals. you’re paying the account.
It is the degree to Our credibility had to which customers be earned each time trust a company or and be absolute. organization.
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PICTIONARY WORD
DEFINITION
EXAMPLE
Group of people who share the same qualities and demographic area.
A demographic group is created to enable groups of users having a defined demographic to share the same learning plan assignments.
An extra part device that can added something else improve it
or be to to
An optional add-on 3D molecule viewer is available for Windows users - see below.
It is based on how customers view both intrinsic and Perceived Value extrinsic or associated factors.
Customers think that perfumes may be the subject of elaborate and expensive advertising campaigns.
Demographic Groups
Add-Ons
Associated or Extrinsic Value
Intrinsic Value
Extrinsic value goes beyond the core product. It is associated with the product, but is not essential to it.
Intrinsic value arises from the core product or service itself.
PICTURE
An option that has a premium price of $10 and an intrinsic value of $6 would have an extrinsic value of $4.
If a call options strike price is $15 and the underlying stock's market price is at $25, then the intrinsic value of the call option is$10
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PICTIONARY WORD
A-Plus
Uniqueness
Warranty
Packaging
Symbolic Atonement
DEFINITION
EXAMPLE
PICTURE
There can be no AExtra feature added plus value without to something. credibility.
Existing as the only one or as the sole example; single, solitary in type or characteristics.
A stipulation, explicit or implied, in assurance of some particular in connection with a contract, as of sale.
And blood oranges hint at their uniqueness only occasionally, when their skin is blushed red.
There, shoppers are asked to buy a product that few have investigated: the extended warranty.
Talented craftspeople It is the package in are turning food which merchandise packaging into is sold or displayed. sophisticated and creative wares.
This refers to giving Give a gift of something to the merchandise to repay customer to make for the inconvenience. up for the problem they have had.
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TEACHER’S PRESENTATIONS
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INSIGHT INTO EMERGING TRENDS IN CUSTOMER SERVICE
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RECOVER THE POTENTIALLY LOST CUSTOMER
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EXCEED EXPECTATIONS WITH VALUE
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STUDENTS’ PRESENTATIONS
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EXPLORER GROUPS: GROUP #1
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CUSTOMER SURVEYS: GROUP #2
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FOCUS GROUPS: GROUP #3
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MISTERY SHOPPERS: GROUP #4
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DOCUMENTS’ SUMMARY
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CUSTOMER FEEDBACK Why Feedback is so Important? Feedback is CRUCIAL to any kind of improvement. Feedback is a form of coaching. Open communication occurs best when people feel that their opinions are valued and that they will be rewarded. Two Types of Feedback
POSITIVE
NEGATIVE
(Compliments)
(Complaints) *The best feedback.
How to Earn Customer Loyalty?
Participate in dialogue Practice customer skills Constant learning Customers are coaches Easy-to-use feedback system.
Customers whose complaints are heard and acted upon are more likely to continue being loyal to you than those who don’t have a complaint.
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Quantify as much data s possible Use collected data to make organizational decisions Keep score over extended periods Refer to data regularly to:
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•Motivate Employees
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•Correct Weakness
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•Look for better ways to meet customer service objectives
Active Listeners These companies are genuinely open to hearing from customers – using the term hearing to refer to any form of input, not just spoken words. They make it quiet easy and they respond, to reinforcing the customers’ willingness to share perceptions with them. Reluctant – Complaint Reluctant – complaint offer customers a feedback card but they do not encourage customer feedback or act on the information received. They do little to make it easy for customers. Other Productive Ways to Get Feedback
Native Listening •Create an atmosphere where you and your people are cheerfully receptive to customer comments, use opendended questions.
Opend Endend Questions •Open endend questions cannot be answer with a yes or no anwer.
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EXPLORER GROUP What is? Explorer groups go to other business to see how they do things. This group of people discuses about the new ideas and then they decide if they will implement these new ideas in their own business for a better service/product. Also these groups can “explore� their own business to see how all is working. A company has to focus on what they are looking for, and look information only about it.
FOCUS GROUP What is? Focus groups are used for marketing research and play an important role understanding perceptions and expectations of people. Procedure It exist a procedure for this and steps are:
Limit your focus group from five to twelve people.
Reward focus group and give something for their paticipation.
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Invite them to participate and give the important details of the meeting.
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Select a sample of cusotmer or employees to join the focus group.
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CUSTOMER SURVEYS Customer survey is a systematic way of asking some questions to determine what the respondents think about the company and its service. The important things in customer surveys are: what you ask to the customers and how often you do it. However, the most important thing about customer survey is what you do with customers’ answers. Random Sample A random sample means that anyone has an equal chance of being selected for surveying. Stratified Random Sample A stratified random sample means that a category of customers has been selected and that anyone in that category has the chance of being surveyed. If proper selection techniques and analysis are used, the sample should accurately represent the thinking of all people in the category. Mechanics of Asking for Customer Survey Input There are many techniques for asking your customers if there are satisfied or not with the company. The majority of companies give some incentive to customers who take the time to complete the survey. Among the choices are:
Face-to-face interviews. Calling customers at home or work. Invite customers to go to a Web site to complete a form. Written surveys handed to customers Mail-back envelope Drop Box Mail questionnaires Be careful not to violate the spam laws Keep the survey brief and easy to complete.
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- CUSTOMER SERVICE PORTFOLIO When to Conduct a Customer Satisfaction Survey The best time to conduct a customer survey is when customers have recently completed a transaction with you and the experience is fresh in the minds. If you wait some time to conduct a survey, customer responses will probably be less accurate. What to Ask in a Customer Survey How satisfied are you with the purchase you made? How satisfied are you with the service you received? How satisfied are you with our company overall? Then, you should ask some “loyalty questions” like: How likely are you to buy from us again? How likely are you to recommend our service/product to others? How likely are you to recommend our company to others? If you give the respondent choices to mark in response to these questions, you should cover all possible choices. The KISS principle is a good guideline. The KISS principle consist of giving customers a series of statements followed by agreedisagree scales. Be sure that each statement deals with one variable.Applying these techniques for the “big three” loyalty questions.
How Often Should You Conduct a Survey? You should conduct a survey often enough to get most information, but not so often as to annoy the customer. The frequency with which you conduct a customer satisfaction survey depends on how often you interact with your customers. What to do With Answers from a Survey Minimally, you need to compile the answers from different customers and look for trends. Use this information to prioritize tasks and pay attention to things that make customers unhappy. Fix the things the customers have complained about. In addition, investigate their suggestions to improve the company and products in those things that mean the most to your customers. Also, give them feedback showing how their responses.
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RECOVER THE POTENTIALLY LOST CUSTOMER Understand the Case for Customer Recovery Customer recovery can substantially impact profitability. Studies indicate that money and effort invested in recovering lost customers comes back to the company many times over. If you win the customer back, they enter a second life with you. This “second life cycle” can differ greatly from the “first life-cycle” of the same customer in at least four ways.
The recovered customer is already familiar with the products and services you offer.
You are likely to have more data about the likes and dislikes of this particular customer.
The customer may feel flattered by your efforts to win her back.
The lenght of the "prospect phase" and the "new customer phase" would be shorter in the second life cycle than in the first one.
Healthy Attitudes A win – win relationship with the customer is not necessarily a “customer – is – always” attitude. Think about reaching agreements in which both parties win. Have an attitude of opportunity instead of a blame-setting attitude. Although no one likes to hear complaints, they are truly opportunities for possible changes. Defensiveness against feedback is the enemy of improvement. Work on ways to deal with difficult customers.
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EXCEED EXPECTATIONS WITH VALUE Basic Definition A basic definition of value is the perception of quality relative to cost. Perception of Value Perception of value is based on how customers view both intrinsic and extrinsic or associated factors. Intrinsic and Extrinsic Value
Intinsic Value
Extrinsic Value
•Intrinsic value arises from the core product or service itself.
•Associated value goes beyond the core product. It is associated with the product, but is not essential to it.
Creating Extrinsic Value Favorably Some ways companies seek to enhance this perception include:
Packaging Guarantees and warranties Goodness of product fit Memorability of product experience Uniqueness and shared values Company credibility Add-ons
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•Build A-Plus Value with Packaging •Build A-Plus Value with Guarantes or Warranties •Build A-Plus Value with Goodness of Product Fit •Build A-Plus Value with Memorable Experiences •Build A-Plus Value with Uniqueness and Shared Values. •Build A-Plus with Credibility •Build A-Plus Value with Add-ons
Important Even the best of associated value cannot make up for poor core products. Add-ons may be given away or sold to customers or employees. Either type can have high perceived value. There can be no A-Plus value without credibility It is essential to think of customers as individuals, not demographic groups, to enhance value through goodness of product fit.
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SCANNED DOCUMENTS
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CUSTOMER SURVEYS: RUBRIC
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CUSTOMER TURNOFFS
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PROOFREAD DOCUMENTS
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CUSTOMER TURNOFFS I.
FIRST PART
a) One day I went to Pollo Campero, when I entered to the restaurant, I noticed that everything was sloppy and dirty. The food was not good at al. The food was not good at al. The bathrooms were disgusting; it seemed like nobody used to clean. b) One Friday night I went to a discotheque named “Tabu”. It was dirty. The people were drunk, they were old, and everybody was disgusting. It was permitted to smoke inside of the disco, so I didn’t like it. c) I’ll never get back to a beauty salon. THE GIRL WHO CUT MY HAIR WAS SO RUDE. Then the girl who ironed my hair got my ear burned. It was so expensive, and the service was awful. II.
SECOND PART 1) Value Turnoffs Mary bought a ring which was suppostly to be made of gold. It was very expensive, and then she notices it was made of a different cheap material. 2) System Turnoffs John went to Wallmart looking for bread, and it was not available. It was supposed to be on sale. 3) People Turnoffs Employees who work on Claro; they are so rude. 4) Value Proposition It is what he company offers to its customers.
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THIRD PART I) II) III) IV)
It is useful for companies to classify turnoffs into system, people, and value to know what area of the company they have to work in to make customers happy. We agree, because even if we faced a problem wit he company, and they show interest on solving it, it is going to make us prefer their services and products. I would feel upset, mad, dissatisfied, angry, because they’re being disrespectful, irresponsible and they’re making me waste my time Service must be good everywhere, and also in the government to make the customers feel satisfied. Service in government agencies must be better than in other agencies because these services are important. Bad quality service in government agencies is shown in RENAP. People go there because its necessary and they have no choice.
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REFLECTIVE ESSAY
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REFLECTIVE ESSAY 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 4 were: customer feedback, types of customer feedback, how to recover the potentially lost customer and how to exceed expectations with value. 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. I hope Customer Service class remain in our school’s pensum for a long, long time. Based on this, I concluded that Customer Service thaught us a lot of new and amazing stuff. Now, we have more knowledge about how to handle a company and what we have to do for making customers feel comfortable and satisfied.
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