customer service portfolio 10th grade ccll c

Customer

Service Portfolio

2014

Valerie Alexandra Argueta López

- Customer Service Portfolio

2

Index

Contents Pictionary .......................................................................................................................................04-07

Customer Service Summary ........................................................................................................09-13

Improvement Analysis ..................................................................................................................15-16

Ethics Presentation........................................................................................................................18-22

Reading Comprehension ............................................................................................................24-27


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PICTIONARY

WORD DEFINITION EXAMPLE PICTURE

Customer

Relationship

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.

My sister is a Wall-

Mart external

costumer; she’s

always buying

things there.

Internal Customer

People who are the

employes working

inside the

company

The internal

costumers of the

company are

really kind and

helpful.

Reliability

The ability to be

relied on or

depended on, as

for accuracy,

honesty, or

achievement.

The company

needs to have a

greater reliability if

they want

customers come

back.


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Word Definition Example Picture

E-Commerce

Buying on line.

I don’t like the e-

commerce, but my

sister loves buying

things by internet.

Word of Mouth

Personal opinion or

recommendation

about any product.

Because of my

mother’s word of

mouth about

Wendy’s, now I eat

there every

weekend.

Advertising

The act or practice

of calling public

attention to one's

product, service,

need, etc.

Word of mouth is

one of the most

popular ways of

advertising.

Golden Rule

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.


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Goodwill

Friendly disposition;

benevolence;

kindness.

Those employees

are goodwill

persons.

Age Issues

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.

Facility

Something

designed, built,

installed, etc., to

serve a specific

function affording a

convenience or

service:

In Guatemala,

there are a lot of

Pricesmart falicities.

Globalization

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.


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Work-life Balance

A comfortable

state of quilibrioum

achieved between

an employee’s

primary priorities of

their employment

position and their

private lifestyle

It can be noticed

that those

employees have a

work-life balance.

Customer Loyalty

Likelihood of

previous customers

to continue to bouy

fom a specific

organization.

Cusomer loyalty is

one of the things

that makes a

company success.

Behavior

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.

Cues

Anything said or

done, on or off

stage, that is

followed by a

specific line or

action:

Non-verbal cues

have a special

meaning in each

culture of the world.


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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. You’ll be judge by what you do

2. Answer your phone

3. Don’t make promises unless you’ll keep them

4. Listen to your customers

5. Deal with complaints

6. Be helpful

7. Train your staff to be always helpful and knowledgeable.

8. Take the extra step.


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CU

STO

MER

REL

ATIO

NSH

IP

External Customer People with whom we do

business outside the company.

Internal Customer People who are the

employees working inside the company.

CUSTOMER RELATIONSHIP


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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.


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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.

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?


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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


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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.


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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


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KFC AND MONICA SAMAAN PP


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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 salmonella-

tainted 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.


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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. Link:

http://www.huffingtonpost.com/2012/09/19/monika-samaan-kfc-lawsuit-brain-damage-

salmonella_n_1897019.html

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-fn7j19iv-

1226334788339

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-judge-

awards-8-million-dollars/

http://www.huffingtonpost.com/2012/09/19/monika-samaan-kfc-lawsuit-brain-damage-salmonella_n_1897019.html

http://www.huffingtonpost.com/2012/09/19/monika-samaan-kfc-lawsuit-brain-damage-salmonella_n_1897019.html

http://www.heraldsun.com.au/business/sydney-family-wins-court-case-against-kfc/story-fn7j19iv-1226334788339

http://www.heraldsun.com.au/business/sydney-family-wins-court-case-against-kfc/story-fn7j19iv-1226334788339

http://aussiecriminals.com.au/2012/04/27/monika-samaan-wins-5-year-battle-against-kfc-judge-awards-8-million-dollars/

http://aussiecriminals.com.au/2012/04/27/monika-samaan-wins-5-year-battle-against-kfc-judge-awards-8-million-dollars/


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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 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.


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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


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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


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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 business’ 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.

customer service portfolio 10th grade ccll c

Documents

customer service summary

golden rule customer

external customer people

internal customer people

good customer relationship

mothers word of mouth

word of mouth personal

age issues