Vidalia Reyes 10th Grade BCA “A” Key #18
INDEX
INDEX ..................................................................................................................................................... 2 LEARNING PROCESS .............................................................................................................................. 4 ............................................................................................................................................................... 4 TEACHER’S PP ........................................................................................................................................ 5 ........................................................................................................................................................... 5 ............................................................................................................................................................... 5 ................................................................................................................................................................. ............................................................................................................................................................... 6 ............................................................................................................................................................... 7 ............................................................................................................................................................... 8 ............................................................................................................................................................... 8 S’S PRESENTATION ................................................................................................................................ 9 ................................................................................................................................................................. ............................................................................................................................................................... 9 ............................................................................................................................................................... 9 PERSONAL SUMMARY OF EACH TOPIC ............................................................................................... 10 REFLECTIVE ESSAY ............................................................................................................................... 12 PROOFREAD DOCUMENT .................................................................................................................... 13 PICTIONARY ......................................................................................................................................... 14
LEARNING PROCESS
TEACHER’S PP
S’S PRESENTATION
PERSONAL SUMMARY OF EACH TOPIC 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. Get Customer Feedback: There are two types of feedback: Complaints and compliments Open communication occurs best when people feel that their opinions are valued and that they will be rewarded. Customers whose complaints are heard and acted upon are more likely to continue being loyal to you than those who do not have a complaint.
Recover the Potentially Lost Customer 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” (the recovered customer) can differ greatly from the “first life-cycle” of the same customer in at least four ways. 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. Some action ideas: Don’t let emotional remarks affect you. We have to look and sound like we are listening. Stop saying sorry. Use alternative words, look for a solution and when possible say the customer´s name. Empathize. Express understanding for the customer. Build rapport. “I can understand how you feel, I do not like it either when I´m kept waiting.”
REFLECTIVE ESSAY I think customer service is important to give a good image and for the customers to stay loyal. I have learned a lot of things in this curse that will help me when I’m already working. Companies that take the time to have a good customer service may be benefited by receiving 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 ways to collect information about how the company is perceived and how can them improve. Customer service is important to an organization because of potential complaints or 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.
PROOFREAD DOCUMENT Customer Turnoffs Worksheet In my experience I went to Los Cebollines and the waiter that attended us had a bad behavior, at this moment my family and I were in the zone of indifference because we thought the waiter had a bad day, but we went to the dissatisfied range when he gave us the food 2 hours late. Value Turnoffs It is basically when the price is unfair according to the product or service that you are receiving. Example: Three years ago I bought a laptop which was really expensive and when I used it for the first time the laptop was ruined. System Turnoffs It is when the service or product you receive is not the expected, because of its process. Example: I went to Pollo Campero and I noticed that the place was really messy and there was no waiter to attend me, then I decided to leave the place because of its low service.
PICTIONARY WORD
DEFINITON
SENTENCE
Customer turnoffs
negative experiences
In the company many customers had turnoffs because of the bad service.
Emotional
It is something that goes
The new blog is the best for
connectivity
beyond just the physical.
the emotional connectivity
It's being able to relate to a
in the web.
person on an emotional level- being able to share your feelings with them Engagement
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
Pedro thinks his company
an axis or center; cause to
should have a section for
rotate or revolve.
FAQ’s because there are many people turnoffs.
IMAGE
Satisfaction versus
Employee satisfaction or
The knowledge of
motivation
job satisfaction is, quite
Satisfaction versus
simply, how content or
motivation is
satisfied employees are
Essential for everyone
with their jobs. Employee
nowadays.
satisfaction is typically measured using an employee satisfaction survey. Value proposition
A business or marketing
The Value proposition
statement that summarizes
Is important for all the
why a consumer should
customers.
buy a product or use a service. Value turnoffs
This means not getting
Customer s gets really mad
what you pay for. These
when they receive Value
include inadequate
turnoffs.
guarantees, a failure to meet quality expectations Zone of
Might be narrow or wide,
Zone of indifference is the
indifference
depending on the degree
actual problem of
to which the inducements
companies.
outweighed the burdens and sacrifices for the individual.