Colegio El Sagrado Corazón de Jesús
PORTFOLIO Customer Service Vidalia Reyes.
UNIT 3
4to. Ciencias y Letras “A”
Personal Summary of each topic Insight into Emerging Trends in Customer Service Insight refers to an understanding based on identification of relationships and behaviors within a context or scenario. Areas of change Are personalization Technology Globalization Successful companies will adapt to these new demands. It is the engine that will allow much of this customization. However, it is not the only driver to change in the coming decades. The global economies will require many businesses to be more aware of a broad range of cultures.
Recognize and Deal with Customer Turnoffs Pet peeves about their experiences as customers when asked, they will easily recall situations where they feel they were treated poorly some value turnoffs Merchandise prices not marked, forcing a price check at the cashier Dirty restaurants 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 Hey are divided in value turnoffs systems turnoffs people turnoffs. ¨
Reflective Essay (your personal view, what you learned, etc.)
I think
customer service is means we are going to satisfy in the customer and its needs. I have learned man things of customer service for life because you can see the things from other perspective because you expect the best things from life. Companies that take the time to be responsive to their customers benefit by receiving referrals and positive reviews. Building relationships with customers is a proven way to grow a business into a trusted brand. Customer opinion surveys and reviews are two excellent ways to collect information about how the company is perceived. Customer service is important to an organization because of potential complaints o matter what type of business you run, customers call on the phone. They may want to know your hours of operation or they may have a question about a purchase they recently made.
People will continue to do business with you if they’re treated fairly and with respect. Rude and inconsiderate people will drive people away faster than anything else.
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 WORD Customer turnoffs
DEFINITON
SENTENCE
negative experiences
In the company many customers had turnoffs thanks to the products.
Emotional connectivity
It is something that goes beyond just the physical. It's being able to relate to a person on an emotional level- being able to share your feelings with them
The new blog is the best for the emotional connectivity in the web.
Engagemen t
t's something that goes beyond just the physical. It's being able to relate to a person on an emotional level- being able to share your feelings with them
Everybody makes an Engagement with their favorite company.
People turnoffs
To cause to move around an axis or center; cause to rotate or revolve.
Pedro thinks his company should have a section for FAQ’s because there are many people turnoffs.
Satisfaction versus motivation
Employee satisfaction or job satisfaction is, quite simply, how content or satisfied employees are with their jobs. Employee satisfaction is typically measured using an employee satisfaction survey.
The knowledge of Satisfaction versus motivation is Essential for everyone nowadays.
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Value proposition
A business or marketing statement that summarizes why a consumer should buy a product or use a service.
The Value proposition Is important for all the customers.
Value turnoffs
This means not getting what you pay for. These include inadequate guarantees, a failure to meet quality expectations
Customer s gets really mad when they receive Value turnoffs.
Zone of indifference
Might be narrow or wide, depending on the degree to which the inducements outweighed the burdens and sacrifices for the individual.
Zone of indifference is the actual problem of companies.