Customer Service Portfolio 10th Grade CCLL C by Valerie Argueta

Customer Service Portfolio

Valerie Alexandra Argueta L贸pez 2014

- Customer Service Portfolio

Index Contents Pictionary .......................................................................................................................................04-07 Customer Service Summary ........................................................................................................09-13 Improvement Analysis ..................................................................................................................15-16 Ethics Presentation........................................................................................................................18-22 Reading Comprehension ............................................................................................................24-27

- Customer Service Portfolio

PICTIONARY WORD

Customer Relationship

DEFINITION

EXAMPLE

Customer relations are the relationships that a business has with its customers and the way in which it treats them.

If business stablish a good customer relationship, then they will probably reach success.

External Customer

People with whom we do business outside the company.

Internal Customer

The internal People who are the costumers of the employes working company are inside the really kind and company helpful.

Reliability

The ability to be relied on or depended on, as for accuracy, honesty, or achievement.

PICTURE

My sister is a WallMart external costumer; sheâ&#x20AC;&#x2122;s always buying things there.

The company needs to have a greater reliability if they want customers come back.

- Customer Service Portfolio Word

Definition

Example

I don’t like the ecommerce, but my sister loves buying things by internet.

E-Commerce

Buying on line.

Word of Mouth

Because of my Personal opinion or mother’s word of recommendation mouth about about any product. Wendy’s, now I eat there every weekend.

Advertising

Golden Rule

Picture

The act or practice of calling public attention to one's Word of mouth is product, service, one of the most need, etc. popular ways of advertising.

Customer service will always be the decisive battleground where winners and losers are quickly sorted out.

Most of the companies that I know apply the golden rule.

- Customer Service Portfolio Word

Goodwill

Age Issues

Facility

Globalization

Definition

Example

Picture

Friendly disposition; Those employees benevolence; are goodwill kindness. persons.

An insurance policy whose rate is dependent on the age of the individual who purchases it.

Now, age issues are becoming a really big problem in business.

Something designed, built, In Guatemala, installed, etc., to there are a lot of serve a specific Pricesmart falicities. function affording a convenience or service: The process enabling financial and investment markets to operate internationally, largely as a result of deregulation and improved communications

There is no doubt that globalization will benefit the company.

- Customer Service Portfolio Word

Work-life Balance

Customer Loyalty

Behavior

Cues

Definition

A comfortable state of quilibrioum achieved between an employee’s primary priorities of their employment position and their private lifestyle

Example

Picture

It can be noticed that those employees have a work-life balance.

Likelihood of previous customers to continue to bouy fom a specific organization.

Cusomer loyalty is one of the things that makes a company success.

Specific response of a certain organism to a specific stimulus or group of stimuli

You’ll never get anything well done if you don’t have a good behavior.

Anything said or cues done, on or off Non-verbal have a special stage, that is followed by a meaning in each specific line or culture of the world. action:

- Customer Service Portfolio

- Customer Service Portfolio WHAT IS CUSTOMER SERVICE? According to Business Case Studies, 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.” Customer service is the life of any business; it’s about bringing costumer back. The essence of good customer service is forming a relationship with customers. The customers benefits because the business is providing a service that meets their needs. The business benefits because satisfied customers are likely to be repeat customer; they will probably stay in the business. But, customer service is not easy to achieve, because it takes time to establish and requires investment to deliver consistent standards. (Business Case Studies) Good and Bad New of Customer Service The Bad News The typical company will lose 10 to 30 percent of its costumers per year. The Good News Organizations that initiate effective customer’s retention programs may see profits jump from 25% to 100% The Golden Rule Customer service will always be the decisive battleground where winners and losers are quickly sorted out. 8 Rules for Good Customer Service 1. 2. 3. 4. 5. 6. 7. 8.

You’ll be judge by what you do Answer your phone Don’t make promises unless you’ll keep them Listen to your customers Deal with complaints Be helpful Train your staff to be always helpful and knowledgeable. Take the extra step.

- Customer Service Portfolio

CUSTOMER RELATIONSHIP

External Customer

People with whom we do business outside the company.

Internal Customer

People who are the employees working inside the company.

- Customer Service Portfolio WORD OF MOUTH The word of mouth is an oral or written recommendation by a satisfied customer to the prospective customers of a good service. Word of mouth is considered the most effective form to attract customers. Some people think that advertising is a good way to induce people to buy. Advertising increases awareness of products and services, but personal referrals and recommendations bad to actual decisions to purchase those products and services.

Statistics Advertising effectiveness to induce people to buy: 25% television advertising 15-13% newspaper or magazine 63% advice or recommendation (word of mouth)

The Impact of E-commerce on Word of Mouth The use of electronic media is ways to spread the word in a negative or positive way. It is now simpler than ever just by forwarding and e-mail or posting on social networks.

The Cost of Losing a Customer 1 person tells

11 people

11 people tells

5 persons each

Total:

67 customers lost.

- Customer Service Portfolio THE ULTIMATE GOAL Ultimate Goal The ultimate goal is developing customer loyalty FOR LIFE. Key Elements 1. What makes your customer loyal? 2. How can loyalty be measured?

Not Customer Loyalty

• Customer satisfacion alone • A response to some offer or a temporary special incentive • Large market share • Repeated buying

This is Customer Loyalty

• Driven by an overall satisfaction • Involves commitmet to make a sustained investment in an ongoing relationship with the company

Customer Loyalty Reflects

• Repeated Buying • Willigness to recommend the company to others • Reistence to switch to a competitor.

- Customer Service Portfolio USING BEHAVIOR THAT ENGAGE CUSTOMERS Every organization like every individual has a personality. This sends information to the customers and the employees. Behavior is what people DO in a verbal and non-verbal way. Having a good attitude is important because it becomes apparent to other only though behavior. Everything can constitute communication and the receiver of the message determines what the communication means. Both and individual and a corporation have behaviors. The projected personality is in the eyes of the person who receives it. Some behaviors almost always get a good response. Nonverbal Communication in Different Cultures 

This is one way we convey behaviors to others. People see us doing something and extract the meaning from our actions.



Different cultures assign different meanings to gestures, posture, silence, emotional expression and touchs.

Variables That Can Have Implication in Customer Service 

Proxemics

It is related to space. 

Personal Space

- Customer Service Portfolio

- Customer Service Portfolio CUSTOMER SERVICE MCDONALD’S McDonald’s is the leading global foodservice restaurant with more than 34,000 local restaurants, which are attending 69 million people in 118/9 countries every day. McDonald’s most common selling products are hamburgers, chicken sandwiches, French fries, soft drinks and desserts. (McDonald’s) McDonald’s Goals “Our goal is becoming customer favorite way and place to eat and drink by serving core favorites such as the world famous French Fries, Big Mac, Quarter Punder and Chicken McNuggets.” (McDonald’s) Strategic Direction “The strength of the alignment among the Company, its franchisees and suppliers (collectively referred to as the System) has been key to McDonald’s success. This business model enables McDonald’s to deliver consistent, locally-relevant restaurant experiences to customers and be an integral part of the communities we serve. In addition, it facilitates our ability to identify, implement and scale innovative ideas that meet customers’ changing needs and preferences.” (McDonald’s) McDonald’s Five Elements of Their Plan to Win     

People Products Place Price Promotion

Improvement Analysis a. Improved Products Reliability In McDonald’s it’s not necessary to improve the products reliability, because all products will always have the same size. b. Improved Product Durability Product’s durability is not that longer. Food gets used to discompose really fast, and its delicious flour is finally lost. For improving this annoying problem, McDonald’s needs to prepare food with long durability products. c. Reduction in the Number of Complaints Customers’ common complaints about McDonald’s are about the poor quality of the food and the expensive prices. Customers also complain about the insignificant size of the food. For reducing the number of complaints around the customers, McDonald’s should worry about having a high food quality and putting the correct prices in relation with the food size.

- Customer Service Portfolio d. Reduced Waste and Product Returns The waste and product returns are not frequently presented in McDonalds, but if McDonald’s people want to avoid this, they need to care about food quality.

e. Improved Image Some suggestions for improving McDonald’s product image are: making food with more dedication, so customers will really enjoy buying McDonald’s food and will also trust in their customer service. Also, McDonald’s should implement in their menus natural products and make them much bigger than they really are. Customers are really not happy of eating always synthetic food, and besides, buying little pieces of food which are too expensive. f. Improves Staff Moral and Lower Staff Turnover The majority of customers are comfortable of the good customer service that the McDonald’s staff provides them. McDonald’s staff is always ready to attend their customers with happiness and politeness. There is really few McDonald’s staff who are rude with their customers. For improving staff moral, McDonald’s should motivate them to be polite, kind and love their work. Reason for Choosing McDonald’s We choose McDonald’s because it is a worldwide phenomenon; everyone recurred to it for satisfying their necessities. McDonald’s has always worried about customer service and their products, but through the years, it can be noticed that McDonald’s has decreased the good service and food quality in order to make more and more money. We wanted to analyze McDonald’s actual problems.

LOGO

SLOGAN

- Customer Service Portfolio

- Customer Service Portfolio KFC AND MONICA SAMAAN PP

- Customer Service Portfolio KFC AND MONIKA SAMAAN SUMMARY KFC Kentucky Fried Chicken, or better known as KFC, is the second largest fast food chicken restaurant around the world. The KFC system attends more than 12 million customers each day in 115 countries around the world. KFC’s most common selling product is the chicken. KFC was founded by a man named Colonel Harland David Sander in 1950. (KFC)

KFC’s Responsibility “There's more to KFC than great food. We promote education, diversity and animal welfare in a number of positive ways.” (KFC)

KFC’s Objectives “Increase its percentage share of the fast-food market.” “Improve profit margins year-on-year to fund the growth of the company.” “Return profit on investments to owners and franchisees.” “Provide a tasty, health-conscious, chicken-based product that customers will enjoy and return to buy again.”  “Increase the profitability of its outlets to attract more investors and franchisee for growing its business and withstand pressure from other fast-food competitors.” (KFC)    

KFC and Monika Samaan In 2005, Monika Samaan, a 7-year old girl from Sydney, Australia, was left brain damaged and now must use a wheel chair to get around after she ate a salmonellatainted KFC chicken twister. Samaan and her entire family were sickened with salmonella poisoning, but she was the only one who didn’t recover and fell into a coma for about seventh months. Because of this, an Australian court ordered KFC to pay her and her family 8 million dollars, but the famous company refused to pay it. “We feel deeply for Monika and the Samaan family, however, we also have a responsibility to defend KFC’s reputation as a provider of safe, high quality food.” After seven long years, Monika and her family won the case, and KFC finally paid them what they deserved.

- Customer Service Portfolio Interesting Fact “During the investigation, some staff members at the KFC store in question testified that restaurant employees would sometimes handle the food without gloves, and would even throw around the food and let the chicken fall on the ground.” (Adelaide Now)

What is Salmonella Meningitis? Meningitis is an inflammation of the membrane surrounding the brain and spinal cord; it can be found in any kind of food. Salmonella meningitis can lead to brain damage and death. The overall mortality is 38% in infants. Some of the symptoms are:      

Fever Vomiting Diarrhea Irritability Listlessness Soft Spot

Bibliographies  Anymous. HuffPost Healthy Living. Date: Feb. 07, 2014. http://www.huffingtonpost.com/2012/09/19/monika-samaan-kfc-lawsuit-brain-damagesalmonella_n_1897019.html

Link:

 Perry, Nicky (April 20, 2012). Herald Sun. Date: Feb. 07, 2014. Link: http://www.heraldsun.com.au/business/sydney-family-wins-court-case-against-kfc/story-fn7j19iv1226334788339  Anonymous (April 27 2012). Aussie Criminals. Date: Feb. 8, 2014. Link: http://aussiecriminals.com.au/2012/04/27/monika-samaan-wins-5-year-battle-against-kfc-judgeawards-8-million-dollars/

- Customer Service Portfolio

- Customer Service Portfolio READING COMPREHENSION Name: Valerie Argueta Grade: 10th Grade CCLL “C” Key: 2 Date: Feb. 17, 2014. 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 underqualified and often unable to answer questions. F. 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. The primary concern of the bank is recruiting the right people. D . So they only recruit people who already exhibit good communication skills. And unlike other services that operate primarily over the telephone, the staff at First National do not use scripts. B .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. G . 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.

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

- Customer Service Portfolio VOCABULARY 1. Branches Definition A division of some larger or more complex organization Synonym Subdivision My Definition Subdivisions which are part of a great company 2. Shutting Down Definition To close, especially temporarily; end or suspend operations, services, or business activity. Synonym Close up. My Definition Make a business suspend its operations. 3. Staff Definition Group of persons, as employees, charged with carrying out the work of an establishment or executing some undertaking. Synonym Faculty My Definition Persons who are working in a specific establishment 4. Outlets Definition Store that sells products made usually by one company and often at reduced prices Synonym Mercantile establishment My Definition Stores directed by a company in charge of selling cheap product

- Customer Service Portfolio 5. Primary Definition First or highest in rank or importance; chief; principal Synonym Principal My Definition Something that is important. 6. Recruiting Definition New member of an organization or body Synonym Enlistee My Definition Group persons for working in a business 7. Scripts Definition Computing a series of instructions that is executed by a computer program Synonym Any system of writing My Definition Computerized system in which instructions are given to a person 8. Rapport Definition A sympathetic relationship or understanding Synonym Resonance My Definition Establish a good relationship

- Customer Service Portfolio 9. Demand Definition To require as useful, just, proper, or necessary Synonym Requirement My Definition Ask for something 10. Pre-empt Definition To take the place of because of priorities, reconsideration, rescheduling, etc. Synonym Displace My Definition Something that becomes a necessity

THE IMPORTANCE OF CUSTOMER SERVICE IN A BUSINESS In every company of this world, customer service is one of the most important things for the businessâ&#x20AC;&#x2122; success. Why costumer service is considered the key to success? Well, if the customers are providing with an excellent attention and treatment, they will be satisfied with the company and their product, and therefore, customers will return there because they feel welcome and comfortable. Based on the positive experience of the costumers, they will start to apply the word of mouth, and more people will attend to the company. If customers are not well attended, companies are in danger of losing a lot of their customers, and they will probably not reach success.