Customer Service Molly Acevedo 4to CCLL “C”
MY LEARNING PROCESS HIGH SCHOOL LEVEL
COURSE: Customer Service TEACHER: Ana Lucia Perez Garcia UNIT: Third Academic Unit (June 9 - August 14) GRADE: 10 Grade A, B, C UNIT COMPETENCE: Creates business and marketing-related documents in a variety of contexts applying vocabulary, grammatical structures and topics seen throughout the unit. ACHIEVEMENT INDICATORS Creates project assigned by teacher to demonstrate application of information seen throughout the unit in oral and written form following rubric guidelines and the ability to work in groups. Organizes documents and proofread written assignments in a chronological order in the digital portfolio to assess comprehension and easily access information upon request. Applies vocabulary, mechanics, and punctuation following guidelines in a variety of contexts.
ACHIEVEMENT INDICATORS
ASSESMENT ACTIVITIES
DATES
SCORING CONTROL
1. Project (Cooperative Work) A-plus Service Glogster, Edu, Prezi, etc.
July 14
/100
2. Digital Portfolio Pictionary, Investigations, and Writings uploaded to Issuu
Throughout the Unit August 11
/100
3. Topic Review Customer Expectations (Case Study: Small Brands with Big Values) Customer Turnoffs (Reading and Analysis) ASSESMENT ACTIVITIES
Demonstrates understanding and is able to answer questions related to topic seen in class and apply business-related vocabulary in the partial test.
1.
Unit Three Partial Test Chapters 4-5 (Theory and Vocabulary)
Applies vocabulary and topic knowledge to answer questions presented in final unit test.
2. Unit Three Final Test Chapters 4, 5, 6 (Theory and Vocabulary)
June 16
/100 /100
July 21
DATES PER WEEK
SCORING CONTROL
July 28
/100
August 11
/100
SCORING: All evaluations, tests, and activities will be graded over 100 points each. Final grades will be obtained from the average of all the activities, tests and evaluations done throughout the unit.
Insight into Emerging Trends in Customer Service
Significant impact on customer service and loyalty:
Personalization
Technology
Globalization
Customers will no longer accept to be treated as a demographic category. They will not accept a “one-size-fits-all” mentality.
They will demand – and get- individually specified products and services. Sucessful companies will adapt to these new demands. They will treat each customer as an individual with special needs and wants.
The global economy will requier many businesses to be more aware of a broad range of cultures. The demands for personalization will continue to be complicated by the canging nature of customers and employees as groups.
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.
It is the engine that will allow much of this customization. However, it is not the only driver to change in the coming decades. It has reshaped expectations dramatically in the last few years. Example: credit cards
Pet Peeves: irritation and/or annoyance Turnoffs: negative experiences 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.
Recognize and Deal with Customer Turnoffs
Being ignored or receiving rude or indifferent service Having to wait too long Poor-quality work (especially on repair jobs) Sale items that are not in stock Merchandise prices not marked, forcing a price check at the cashier Dirty restuarants or bathrooms Phone calls put on hold or forcing you to select from a long menu of choices Employees lacking product knowledge High-pressure sales tactics Inflexibility when you make a request
◦ Poor guarantee or failure to back up products ◦ Quality not as good as expected ◦ Price too high for value received
Value is part to a pruduct´s quality related to its price. (If you pay more money, you expect better quality.) The value proposition is what the company intends to exchange with its customers. It is an executive decision The cost of poor quality http://www.youtube.com/watch?v=nN4FbIgQFcQ
Poor guarantee or failure to back up products Quality not as good as expected Price too high for value received
Systems turnoffs must be addressed by managers who have the authority to spend money to fix them. Systems turnoffs happen when company processes irritate or inconvenience customers. Making things too complicated for customers can cause systems turnoffs.
Improvement in product selection, business location, policies and procedures, customer convenience and comfort efforts, staffing, employee training, and technology systems.
People Turnoffs ◦ Lack of courtesy, friendliness, or attention ◦ Employees who lack knowledge or are ot helpful ◦ Employee appearance or mannerisms
Systems Turnoffs ◦ Slow service or help not available ◦ Business place dirty, messy, or cluttered ◦ Low selection or poor availability of product
Value Turnoffs
Systems turnoffs have to do with any process, procedure, or policy associated with getting goods and services to customers (deliver). Company location, layout, parking facilities, phone lines Employee training and staffing Record Keeping (including computer systems for handling customer transaction) Policies regarding guarantees and product returns Delivery or pickup services Merchandise displays Customer follow-up procedures Billing and accounting processes
Develop from communication problems (verbal and nonverbal). Employees who fail to greet or even smile Employees chatting (themselves or (cell) phone) People who give inaccurate information lack of knowledge High pressure sales tactics Dirty or sloppy work locations Behaviors that project a rude, uncaring attitude Employees dressed inappropriately or poor grooming Employees with body piercing, tattoos, etc. *(depends) Uncomfortable communicated messages
Customer turnoffs are correlated with customer satisfaction and loyalty. Value Service Recovery ◦ Showing customers that you care is fundamental to building loyalty. ◦ Service must be seen as the essence of your business, not a side function. ◦ Emotional connectivity Positive signals to customers ◦ Sensitive to customer emotions ◦ Listen with interest
1. Reduce or eliminate value, systems, and people turnoffs (listen to complaints and work on them). 2. Exceed customer expectations to create a positive awareness. So that customers move from the indifference zone to the motivated zone. Dissatisfied ---- Satisified ---Motivated zone of indifference
Value Turnoffs People Turnoffs
Systems Turnoffs
Had paid my dues for years Unsympathetic tone of voice and never used AAA road expressions of empathy. service before. Was not sure I getting a good deal.
Policy of saying “45 mins. or less”
was initially reassuring, but when not met it became a turnoff. Requiring too much information before being able to explain the
problem.
no
Summary- Insight into Emerging Trends in Customer Service There are some factors that help businesses to gain customer or to create customer loyalty. Areas like personalization, technology and globalization can cause a significant impact on customer service. Is important to know that customers will no longer accept to be treated as a demographic category, they will demand personalization.
Summary- Recognize and Deal with Customer Turnoffs People will always tell you some pet peeves about their experiences as customers when they are asked, they will easily recall situations where they feel good with the service and products but also the time the time when they didn’t. Others are in the zone of indifference; this is why it is important to avoid any kind of turnoffs.
Exercises & Final Test
Partial Test The Key is Customer Satisfaction 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.
Pictionary Credibility: the quality of being believed or trusted. Value: relative worth or importance; monetary or material worth, as in business. Add-ons: a feature that can be added to a standard model or package to give increased benefits. Intangible: incapable of being perceived by touch; impalpable. Tangible: that can be touched. Warranties: a covenant, express or implied, by which the vendor of real property vouches for the security of the title conveyed Perceived value: A customer's opinion of a product's value to him or her. It may have little or nothing to do with the product's market price, and depends on the product's ability to satisfy his or her needs or requirements. Volatile: (of circumstances) liable to sudden, unpredictable, or explosive change Vacation policies: a period in which a break is taken from work or studies for rest, travel,
or recreation, in companies it is necessary a 15 days break. Fickle: changeable in purpose, affections, etc; capricious Meaningful experiences: Experience s that have great meaning or validity. Hyper connectivity: to connect yourself into different information and social streams with deft facility. Transparency: transparence the state of being transparent. Transactions: something that is transacted, especially a business deal or negotiation. Social interactions: Serendipity: the faculty of making fortunate discoveries by accident. Interactions: a mutual or reciprocal action or influence. Paramount: of the greatest importance or significance; preeminent. Hackers: a person that hacks/ slangs a computer fanatic, especially one who through a personal computer breaks into the computer system of a company, government, etc.
 Radical: of, relating to, or characteristic of the basic or inherent constitution of a person or thing; fundamental: a radical fault.  Empowerment: the giving or delegation of power or authority; authorization.  Consumerism: protection of the interests of consumers/ advocacy of a high rate of consumption and spending as a basis for a sound economy
Reflective Essay During this unit we have learned interesting facts. For me there were interesting topics during the unit such as what customers expect about a business and the things that matter to them. In my opinion this is information will help us in the future to know what people (customers) liked or want in general and the things I have to do as a manager of a business to build customer loyalty and to have a productive job. Knowing about the turn offs makes me understand how some companies lose customers and the things that they do wrong. Also all this information help us on our daily life with the social interactions that we have.
Appendix Behave professionally. This is a business, not a playground. People talk, and workers know the difference between a person who is fun to work with and a person who is always fooling around. Fun means a good personality, a joke or two, and a smile. Fooling around is wasting your time and that of others, being frequently off-task, and often being seen standing in the workspace of others instead of in your own. Learn to take criticism gracefully. It will provide you with valuable ideas about what people expect from you, any weak areas, and what you need to work on first. If a boss or coworker criticizes you in a way that hurts or angers you, wait until you cool/calm down and ask them if you can talk with them. Tell them how you felt, but tell them that you would like to fix the issue and want them to talk with you about what needs to be changed.
Learn to do your job, and do it well. Whether it's menial and
tedious, or tough and high-paying, learn how to do the job, regardless of how difficult you think it might be. Promotions are most commonly based your ability to do your job, loyalty to the company, your aptitude, and your educational background. If you don't know how to do something, go find out; don't make excuses for why you didn't do it.