C ol. Sagrado Corazón de Jesús Mrs. Ana Lucía Pérez Course: Customer Service
Customer Service Portfolio Karla Rodríguez 10th CCLL “C” Key: #22 1
Index Pictionary ....................................................................................................3 Burger King uses Horse Meat! ...................................... 6 Kentucky Fried Chicken (Reflective essay) 7 KWL CHARTS ...............................................................................................8 Customer Service Reading Comprehension ................................................................................................................................... 10 Word of Mouth .................................................................................. 12 Essays Presentations.......................................................... 13 The Ultimate Goal .......................................................................... 14 Word of Mouth .............................................................................. 15 Use of Behaviors that Encourage your Customers ........................................................................................... 16
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Pictionary Word
Definition
Example
Customer Relationships
This is divided in two, external customer and internal customer.
Customer Relationships are very important for all companies.
External Customer
Are people with whom with do business outside the company.
Tomorrow my mom has to go to the school for the reunion with all the parents.
Internal Customer
People working inside the company.
Sales department work very hard this month.
E-Commerce
Business My mom like to transactions order pizza by conducted on the the internet, she internet, don’t like to call.
Word of Mouth
Is passing of information from person to person by oral communication.
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Yesterday I go to the movies and saw Frozen, it’s a very nice movie, I think you should go and see it.
Picture
Word
Definition
Example
Reliability
Capable of being In all companies relied on; need a reliable dependable. messenger.
Advertising
The activity of attracting public attention to a product or business, as by paid announcements in the print, broadcast, or electronic media. Any important principle
Golden Rule
Companies use advertising to call the attention of customers.
Customer service will always be the decisive battleground where winners and losers are quickly sorted out. "the plan is dependent on goodwill between the two sides"
Goodwill
Friendly, helpful, or cooperative feelings or attitude. "the plan is dependent on goodwill between the two sides"
Age Issues
The age of the In Customer insured at the Service are time the policy is many age being issued. issues.
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Picture
Word Globalization
Definition
Example
The process enabling financial and investment markets to operate internationally. Physical or mental effort directed towards doing or making something.
Thanks to globalization the world is moving closer together.
customer Loyalty
The loyalty the customer has for a company or product.
In many companies build customer loyalty is very important.
Behavior
The way a person or animal acts or behaves.
All employees need to have a good behavior with customers,
Cues
A signal or reminder to so something.
Companies have some cues to help with the organization.
Work Life Balance
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In customer is important to have a good work life balance to give a good service,
Picture
Burger King uses Horse Meat! Burger King has been forced to admit that some of its patties may have contained horse meat, after traces of equine DNA were found at one of their processing plants in Ireland. But they say it was the supplier who lied to them because they sold them horse meat instead of beef. Burger King Vice President for global quality Diego Beamonte said “Our supplier has failed us, and in turn we have failed you”; he also said Burger King is “deeply troubled” for the findings. Burger King tested its restaurants and they didn’t find any traces of horse meat. This admission comes just after The Guardian reports that Burger King Reps offered a round of ‘absolute assurances’ to customers that it did not ever use horsemeat in its products. The investigation into this issue started after the Food Safety Authority of Ireland found that burgers out of Ireland contained horsemeat. The disturbing findings highlight yet another reason not to consumer fast food, which contains a host of problematic substances such as ingredients banned in other nations. The contaminated burgers were made by the Irish-based processing company, Silvercrest, which is part the ABP Foods Group. Burger King apologizes to their guests, who trust them to source only the highest quality 100 percent beef burgers.
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Kentucky Fried Chicken (Reflective essay) According to the video we saw in class, I think KFC is a bad company because they have no respect for animals and customers. They hurt chickens because, in first place they raise them in an inappropriate way and also abuse of them. The customers can´t expect a good service, if they do it wrong since the beginning. Another problem I saw is that they don´t care about people’s health, and that’s why they don’t have cleaning measures. This has caused many illness in the customers, some more serious than others but they have the same importance. They denied all the accusations, and they assured thy are doing things right. Despite it there been many cases that roved the opposite. One example is the case of Monika Samaan, they got sick after ate a chicken twister, happily she wins at court and proved that KFC is unreliable.
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KWL CHARTS K
Kentucky is a big company that sells fast food. They don’t have a good customer service. They don’t care about cleaning.
W
K
They sell friend chicken.
W
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Why they don’t see customer’s health as a priority? Why they don’t care about the quality of their products?
L
Why they hurt animals? Why they have to feed Chickens in a wrong way?
KFC is an unreliable restaurant. They cause a lot of damage to the customers.
L
They abuse of little chickens. They raise them in a wrong way. Chickens never see the sun light.
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Customer Service Reading Comprehension 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 under-qualified 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.
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.
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WORD Branches
Shutting Staff
Outlets
Primary Recruiting
Scripts
Rapport
Down
Demand Pre-empt
DEFINITION A secondary woody stem arising from the trunk or bough of a tree or the main stem of a shrub. To move something so as to cover an aperture. A group of people employed by a company, individual, etc. For executive, clerical, sales, work, etc. An opening or vent permitting escape or release. Fundamental; basics. To raise or strengthen (an army, navy, etc) by enlistment. The letter, characters, or figures used in writing by hand. A sympathetic relationship or understanding. Used to indicate movement from a higher to a lower position. To require or need as just, urgent. To acquire in advance of or to the exclusion of others.
SYNONYM Local
Close Agents
Store
Fundamental Regain
Document
Connection
Close Down
Request Appropriate
Importance of Customer Service: I think customer service is very important because all customers demand respect, and also they need to know they are paying a good service. Excellent customer service begins at the initial greeting, whether that’s in person, on the phone, or via email. In all of these situations, using good people skills will increase the chances for a positive first impression. Good customer service leads many benefits. Not only will you again trust with your current clients, they’ll also become a wonderful referral system as they spread the word about your business to other prospects. Customer service is very important because is what people are searching, so if you had a good customer service you will always have customers. 11
Word of Mouth Company name: Walmart Logo/Slogan:
Reason for choosing it: We choose Walmart because the last time we went, the service was bad. Workers do not resolve problems with efficiency and kindness. Improvement Analysis: We think Walmart is a big company but, as it says in their slogan ''Save money. Live better'' is not exactly like that, they need to improve in several aspects such as have more cashiers. Prices do not change, most of the time, we could pay the same price at another store, and their prices aren't that cheap. They can start improving with a good customer service; their staff should take more the initiative to relate with customers and to be more attentive to what customers need. Also the stores are usually dirty by midday this is due to the fact they do not hire enough people to clean the areas. But maybe the good thing is that Walmart has a lot of products that we can find, so at least we can say that the customer feels satisfied.
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Essays Presentations
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The Ultimate Goal The ultimate goal of customer service is to create customer loyalty, customer loyalty is like the preference customers have for a product or for companies, they know that the product is good so they would do anything to have them. Customer loyalty is driven by an overall satisfaction, involves Commitment to make a sustained investment in an ongoing relationship with the company. If companies build customer loyalty that would reflect: customers repeated buying, a positive word of mouth this will help the company to have new customers and more economical benefits, and last them would have Resistance to switch to a competitor. Customer service skill development provides the most significant way to find career success.
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Word of Mouth Some people think that advertising is a good way to induce people to buy. Advertising increases awareness of products and service, but personal referrals and recommendations lead to actual decisions to purchase those products and services. To sustain positive Word of Mouth advertising provide exemplary service. People talk about extraordinary experiences. Word of Mouth is STILL the best way to attract customers. E-commerce has a big impact on word of mouth, now people use more electronic Medias, because is more simple. It is now simpler than ever just by forwarding emails. Customer service will always be the decisive battleground where winners and losers are quickly sorted out.
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Use of Behaviors that Encourage your Customers This is all about the little things; every organization like every individual has a personality. This sends information to the customers and the employees. Behavior is what people do or how they act, this is transmitted by only two ways, verbal that is what we said, or nonverbal that is without words. Everything can constitute communication and the receiver of the message determines what that communication “means.� Both an individual and a corporation have behaviors. Some variables that can have implication in Customer Service are, Proxemics: It is related to space. In conversation Americans tend to position themselves at an arms-length. The French, Arabics, and Latin American tend to stand closer, and he other variable are the Personal Space, some people are accustomed to sitting close to each other.
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