customer service portfolio 10th grade ccll c
DESCRIPTION
Valerie Alexandra Argueta López. 10th Grade CCLL C. Key #2TRANSCRIPT
Customer
Service Portfolio
2014
Valerie Alexandra Argueta López
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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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Word Definition Example Picture
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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Word Definition Example Picture
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 MONICA SAMAAN PP
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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/
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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.