WINTER Template

CUSTOMER

SERVICE

01

Alejandra María Loranca Melgar

02 PICTIONARY

Benchmarking: Comparing to others.

Blog: website containing a writter’s own

experiences,

observations or oppinions.

Click Path: Sequence of hiperlinks.

E-service: Services given by internet.

FAQ: frenquently asked questions.

Knowledge Base:

concepts, data, objectives,requirements, rules,

and specifications.

Live chat: Communication over the Internet thet

offer a real time transmition of messages.

Online forum: Online discussion where people

hold conversations by posting messages.

02 PICTIONARY

Social Network Sites:

ebsite that allows you to connect

with friends and family, share

photos, videos, music and other

personal information.

Spamming:

Sending unwanted, and

unnecesary messages.

Web chat: System that allows users to communicate in

real time using easily accesible web interfaces.

03 Web Page and Electronic

Communication Internet has provided a new avenue for delivering customer

assistance. Customers can answer their own questions. Email

provides delayed answers to customer inquiries.

SUCCESFULL E SERVICES:

Web site uptime

Easy navigation

Server speed

Personal touch

Appropriate site design

Benchmarking

Traffic monitoring

Adaptive knowledge bases

Proactive communication

Customer loyalty programs

03 Listen to Your Customer

HEARING is purely physical activity by which sound waves are sent

to the brain for understanding.

LISTENING refers to the psychological processes that allows us to

attach menaing to the patterns of energy we “”hear”.

What contributes to listening?

Internal

Elements

Enviormental

Elements

Interactional

Elements

• We need to have the ability

to listen and makes sense

of the sounds we are

listening to regardless of

the distractions around us.

• The term gatekeeper

refers to one who

previews incoming

information to determine

if communication is

appropriate.

04 Use the Telephone Well for

GOOD SERVICE

• people are operating blind when on the phone.

• people who answer calls from customers are often among the lowest paid in the

organization, yet they are the voice and image of the entire company to customers.

ACTION TIPS:

Check Your Phone Use Attitude

Contact and Compare Your Company

Avoid Unnecessary Call Screening

Answer with Professionalism

Answer Promptly and Be Prepared to Handle Calls

Use Courtesy Titles

Thank People for Calling

Be Sure the Conversation Is Finished before You Hang Up

Smile

Handle the Upset Caller with Tact and Skill

Modify your Tone, Loudness, and Pitch to maintain your listerner`s attention.

Telephone contact is often the first impression a customer gets of your company.

Many people are phone-shy—they see calls as interruptions.

Use call screening only when necessary, not as a way of projecting power.

04 Use Friendly Web Sites and

Electronic Communication

The Internet has become the place for searching and shopping.

Every day millions of people access it worldwide.

We have come to assume that ALL companies have a Web presence.

The cost of creating and maintaining a Web site continues to come down.

The Internet is:

1. A perfect sales channel

2. An excellent channel for pre-sale

3. Effective post-sale customer support

self-service is when customers take care of themselves using knowledge bases.

• Structured knolwedge bases are organized into a question-and-answer format.

• Unstructured knolwedge bases are repositories of customer interaction.

You can aswer by: HYPERLIKS OR MULTIWORD SEARCHES.

*Today`s customer expects efficient access to answers.

Customer expect from companies to provide them personalized products or services. They

also expect Integrity, collaboration, entertainment, speed, and innovation from companies.

05 Burger Supreme

1. What is Burger Supreme dedicated to? What do they sell?

For 20 years Burgers Supreme has served the residents of Utah County with their award

winning charbroiled hamburgers, fantastic french fries and world renowned fry sauce and now

you can enjoy this world class food without going to the restaurant!

3. Locate a link that mentions customer loyalty towards Burger Supreme.

http://burgerssupreme.com/clientreviews

4. Analyze the link mentioning important information.

It includes videos and comments with client reviews which clasify this restaurant as excellent.

5. Would you like to go to Burger Supreme or do you prefer going to fast food hamburger

chain? Explain.

I would like to go to Burger Supreme because I haven`t go there in my life, and I like to taste

new food, and have new experiences, I seems to be a good restaurant, and to be worth it to go

there. But I have some concern to go there because I don't know it, and may be it would be

better to go to a place I already know.

6. Using the reading answer the following: page 12

Who are the owners of BS?

Steve and Debby K.

Are the actors active in the business?

Yes, they are present in the whole process of the hamburger making, and the service

05 Action Tips

ACTION TIP 17- MAKE YOUR GREETING MESSAGE EFFITIENT.

Keep your greeting message current and not to clever. This recorded messages

may also ask for information from caller, but try not to ask too much. Also, be sure

that the caller will return the call.

Whenever you leave a message: say your name, time and day you call, a brief

explanation of why you’re calling, and your phone number.

ACTION TIP 18-LEARN TO USE YOUR PHONE’S FEATURES

Now a day’s technology includes lots of innovatinf technological features, and

people has no idea of how to use them, so it is very important to learn the uses we

can give to that features.

Customers can get dissatisfacted when there is an inability of employees to use the

features of the telephone; and when shortcomings in treating customers with

highest degree of courtesy.

It is important to train the employees to know how everything works.

ACTION TIP 19-PLAN YOUR OUTGOING CALLS FOR EFFIENCY

Try to maje business calls concise without being court.

05 Listening homework What two things can generate communication problems?

Noise.

The use of gatekeepers.

What does CAA stand for and what does it mean?

Counter-Attitudinal Advocacy: To take other’s people position. Used to reduce degree, and it forces you to listen

objectively until you truly understand.

To express a point of view that runs counter to your own attitude

Mention, describe, and explain in your own words the three Action Tips that you consider the most

important.

Action Tip #1:

Evaluate your talking ratio, discipline yourself to be quiet until the other person finishes talking, because talking

more than what you listen can be a problem

Action Tip #3:

Avoid Fake attention; this is an attempt to be polite while someone else is talking to you.

Action Tip #6:

Bite your tongue before you interrupt.

Sometimes we tend to interrupt because we’re impatient, but interrupting can damage a conversation,

especially if we interrupt in the middle of it.

In your own words define the following:

Faking attention: To simulate that you’re paying attention, when you really aren’t

Listening capacity: Is the ability to listen what other people say, paying attention to it, without

interrupting.

Noise: Is an environmental element that can affect the communication. Sounds which are irrelevant in a

conversation.

Gatekeepers: Person who previews incoming information to determine if communication is okay. Is he

person in the principal door who is in charge to transmit the most important information

Wide asleep listener: Is the person who fakes attention when someone else is talking.

Habit: The tendency to act in a particular way. A custom you establish or a learned behavior.

05 Action Tips homework Action Tip 1-Be there and be quick

It is not nice for customer to log in the company’s web page and wait a long long time for it to get completely loaded, so it

is very important to have a page loading time as fast as posible. Customers can get a bad image of the company if the

web page its too slow or difficult to use.

Action Tip 2-Make site navigation simple.

The web site of the company has to be creative, it has to call peoples attention, it has to be fast, but it also has to be so

simple that anybody who gets there would be able to understand how does it Works.

Action Tip 3- Respond quickly

Now a day, customers expect inmediate response.

It is very important to be pendent of customer’s requirements, and answer them as fast as posible.

Action Tip 4-Provide communication alternatives

Customers are not always going to be able ti visit the company if they have any issu, so it is nice for them to have options.

Action Tip 5-Pay attention to fórum and function

Websites should be functional ans visually pleasing.

05 Homework

If, in fact, the Internet can provide many more ways that devices can communicate with each

other, what are somo implications for customer service?

This can make customer service much more efficient, because the company i sable to have a

faster communication with clients, and it is not necessary for the customer to visit the company

to solve any problema o doubt he or she has.

What kinds of new expectations might customers hold regarding online repairs, adjustments,

and new features?

Customers might expect home delivery service for some restaurants.

The can also expect a facebook or twitter page where the can make commets about the service

of the campany.

For customers it would be awsome if they can buy any product from their houses without feeling

insecure about it.

Describe how such futuristic online services might possibly affect organization you work in or

are familiar with. Be creative.

This affects because customers get too lazy because they dont even have to go out of home to

have communication with the company, so they wont go to the company any more.

THE END

CUSTOMER

SERVICE VIRTUAL

PORTFOLIO

ALEJANDRA MARÍA LORANCA MELGAR

10TH BACH. SECTION C

KEY NUMBER 10

CUSTOMER SERVICE

MISS ANA LUCÍA