customer service portfolio unit 3
DESCRIPTION
Valerie Alexandra Argueta López 10th CCLL "C" Key #2TRANSCRIPT
Valerie A. Argueta L.
CUSTOMER SERVICE
10th CCLL “C”
- CUSTOMER SERVICE PORTFOLIO
2
INDEX Contents
Learning Process ..................................................................................................................... 3
Pictionary ............................................................................................................................ 5-12
Teacher's Presentation ....................................................................................................... 15-32
Presentation’s Summary ................................................................................................. 14-15
Scanned Documents ...................................................................................................... 21-22
Proofread Documents .................................................................................................... 24-29
Partial Test .............................................................................................................................. 31
Final Test ............................................................................................................................ 33-34
Reflective Essay ....................................................................................................................... 36
- CUSTOMER SERVICE PORTFOLIO
3
- CUSTOMER SERVICE PORTFOLIO
4
PICTIONARY
- CUSTOMER SERVICE PORTFOLIO
5
WORD DEFINITION EXAMPLE PICTURE
Credibility
The quality of being
believable or worthy
of trust.
“Her credibility was
affected in the
company when she
hired a bad
employee.”
Value
It is a fair return or
equivalent in goods,
services, or money for
something
exchanged.
“The value of the Euro
is greater than the
American Dollar.”
Add-ons
A feature that can be
added to a standard
model or package to
give increased
benefits.
“Aspire offers three
nights in the city as a
complimentary add-
on to a short all-
inclusive holiday in the
Kruger National Park.”
Intangible
Incapable of being
perceived by touch;
impalpable.
“A legal entitlement
to an idea or
concept, often
intangible.”
Tangible
Discernible by the
touch; palpable.
“The characters were
as tangible as all of us
standing in this room.”
- CUSTOMER SERVICE PORTFOLIO
6
WORD DEFINITION EXAMPLE PICTURE
Intrinsic Value
The actual value of
a company
including all
aspects of the
business.
“If a share's price is
less than its intrinsic
value, it should be
bought.”
Extrinsic Value
The value of
something based
on appearance or
what it could be
sold for, which may
not be its real
value.
“A day trader's
notion of value is
determined by what
another trader will
pay a few moments
later; it is extrinsic
value.”
Warranties
A written
statement that
promises the good
condition of a
product.
“The warranty covers
the car mechanically
for a year, with
unlimited mileage.”
Perceived Value
Related to the
monetary worth
and the added
value that is given
to a product.
“Selling your product
at a higher price
increases the
perceived value
because people
associate high prices
with quality.”
Natural Products
A chemical
substance
produced by a
living organism.
“Examples of natural
products include
fibers; fuels;
construction
materials; and animal
by-products.”
- CUSTOMER SERVICE PORTFOLIO
7
WORD DEFINITION EXAMPLE PICTURE
Organic Foods
Foods that are
produced using
methods of
organic farming.
“Some studies show
that organic foods
have more
beneficial nutrients,
than their
conventionally
grown counterparts.”
Green-Friendly
Products
Marketing claims
referring to goods
and services that
inflict no harm at
all upon
ecosystems or the
environment.
“There are eco –
friendly products that
are made out of
recycled materials.”
Emotional
Connectivity
Positive signals
given to customers
who show interest
and listening skills.
“It is possible to shift a
customer from the Z.I
toward the Z.M with
emotional
connectivity.”
Trend
A general
development or
change in a
situation or in the
way that people
are behaving.
“Surveys show a
trend away from
home-ownership and
toward rented
accommodation.”
Conglomerate
Made up of parts
from various
sources or of
various kinds.
“The Dwyka
conglomerate rarely
attains any great
thickness though
forming wide
outcrops.
- CUSTOMER SERVICE PORTFOLIO
8
WORD DEFINITION EXAMPLE PICTURE
Retailer
A person, shop, or
business that sells
goods to the
public:
“If a share's price is
less than its intrinsic
value, it should be
bought.”
Animal Testing
It is the use of non-
human animals in
experiments.
“Opponents of
animal testing say
that it is cruel and
inhumane to
experiment on
animals.”
Formerly
At an earlier time:
in the past.
“He manufacture of
broadcloth was
formerly carried on,
but is now entirely
decayed.”
Volatile
Likely to change
suddenly and
unexpectedly or
suddenly become
violent or angry.
“Besides, his volatile
nature was as
interesting as his
spontaneous
moods.”
Fickle
Likely to change
your opinion or
your feelings
suddenly and
without a good
reason.
“Sasha's moods were
varied and fickle,
never lasting too
long.”
- CUSTOMER SERVICE PORTFOLIO
9
WORD DEFINITION EXAMPLE PICTURE
Hyper -
connectivity
The state of a
network in which
the number of
nodes is far in
excess of the
number of users.
“Digital hyper
connectivity impacts
every region and
industry sector.”
Transparency
The characteristic
of being easy to
see through.
“Let us now imagine
what degree of
transparency of air is
admitted by its
molecular
constituents.”
Transactions
An occasion when
someone buys or
sells something.
“In business
transactions Alex was
frugal with his
money, but when it
came to his family,
he was generous.
Interactions
An occasion when
two or more
people or things
communicate with
or react to each
other
“He needed a
distraction from the
odd interaction with
his brothers' mates
and the thoughts of
Jenn.”
Hackers
A chemical
substance
produced by a
living organism.
“Examples of natural
products include
fibers; fuels;
construction
materials; and
animal by-products.”
- CUSTOMER SERVICE PORTFOLIO
10
WORD DEFINITION EXAMPLE PICTURE
Empowerment
There have been
other solar
donations with an
eye on
empowerment.
“If a share's price is
less than its intrinsic
value, it should be
bought.”
Vacation
Policies
Time off work an
organization
voluntarily provides
employees as a
benefit.
“Deciding what sort
of vacation policy
you want your
company to have is
an important step for
any business owner.”
Meaningful
Experiences
Events that had a
great impact on
someone’s life.
“Nathan Shedroff
points out that all
design is the process
of meaningful
experiences are
more powerful than
price and
performance.”
Altruistic Tasks
Act to promote
someone else’s
welfare.
“The idea is that
completing an
altruistic task
increases your sense
of productivity.”
Social
Interactions
It is the process by
which we act and
react to those
around us.
“Social interactions
refer to the action of
a reference group
affect and
individual’s
preferences”.
- CUSTOMER SERVICE PORTFOLIO
11
WORD DEFINITION EXAMPLE PICTURE
Serendipity
Ability for making
desirable
discoveries by
accident.
“Reading should be
an adventure, a
personal experience
full of serendipitous
surprises.”
Paramount
Above others in
rank or authority,
superior.
“There are many
priorities, but
reducing the budget
deficit is paramount.”
Radical
Thoroughgoing,
extreme.
“He was known as a
radical
reformer/thinker.”
Consumerism
A movement for
the protection of
the consumer
against defective
products.
“He disliked
Christmas and its
rampant
consumerism.”
Insight
Understanding
based on
identification of
relationships and
behaviors within a
context or
scenario.
“It was an interesting
book, full of
fascinating insights
into human
relationships.”
- CUSTOMER SERVICE PORTFOLIO
12
WORD DEFINITION EXAMPLE PICTURE
Personalization
The process of
making something
suitable for the
needs of a
particular person.
“Some of the newest
internet businesses
offer a higher level of
personalization than
in the past.
Technology
The practical,
especially
industrial, use of
scientific
discoveries.
“What this country
needs is a long-term
policy for investment
in science and
technology.”
Globalization
The increase of
trade around the
world.
“We must take
advantage of the
increased
globalization of the
commodity trading
business.”
Pet Peeves
Irritation and/or
annoyance.
“A supervisor may
have a pet peeve
about people
leaving the lid on the
copier up and react
angrily, be annoyed
when others interrupt
when speaking.”
Turnoffs
Negative
expiriences.
“Because of the
value turnoffs, the
company lost a lot of
customers.”
- CUSTOMER SERVICE PORTFOLIO
13
Teacher’s Presentation
- CUSTOMER SERVICE PORTFOLIO
14
- CUSTOMER SERVICE PORTFOLIO
15
- CUSTOMER SERVICE PORTFOLIO
16
Presentation’s summary
- CUSTOMER SERVICE PORTFOLIO
17
Even in challenging economic times, consumers have shown they are willing to pay
a premium for “natural” products, organic foods, green-friendly products, and the
like that carry a cost premium. Such values oriented-companies make customers
feel good, and big marketers want a piece of this profitable trend.
In 2000, the large agribusiness conglomerate Unilever bought the flavorful Ben &
Jerry`s ice cream company. Today, the company ads remind customers of shared
values when they promote family farms, a dairy source for Ben & Jerry’s ice creams.
Colgate bought 84 percent of Tom`s of Maine, the all-natural personal care brand
based in Kennebunk, Maine. Tom`s was a small company with a social responsibility
message. French cosmetics giant Lòreal bought London-based retailer The Body
Shop, a personal care chain known for its avoidance of animal testing and its
support for human and animal rights causes. Large companies recognize the
added value the customer of these formerly small companies received.
Many customers today appreciate the notion that what`s good for you and good
for the planet is the ultimate win-win. Being a consumer of companies that share
you values can make you feel selfless.
- CUSTOMER SERVICE PORTFOLIO
18
•Customers will no longer accept to be treated as a
demographic category. Personalization
•It is the engine that will allow much of this customization. Technology
•The global economy will requier many businesses to be
more aware of a broad range of cultures. Globalization
What is Insight?
The term insight refers to an understanding based on identification of
relationships and behaviors within a context or scenario. Our context is customer
service and our scenario assumes changes that are rapidly becoming realities.
Three Areas of Change
Significant impact on customer service and loyalty:
Customer Demographics
Young people are becoming active consumers, while the baby boomers are
creating a huge number of active 60-plus buyers.
- CUSTOMER SERVICE PORTFOLIO
19
Value
Turnoffs
System
Turnoffs
People
Turnoffs
•Reduce or eliminate all the turnoffs
1st STEP
•Exceed customer expectations to create a positive awareness.
2nd Step
Recognize Pet Peeves about Customer Service
People will always tell you some pet peeves about their experiences as
customers when asked, they will easily recall situations where they feel they were
treated poorly, or where they bought products or services that just didn´t measure
up.
Categorizing Turnoffs
Creating Loyal Customers
Customers’ turnoffs are correlated with customer satisfaction and loyalty.
Value Service Recovery
Showing customer that you care is fundamental to building
loyalty. Service must be seen as the essence of your business, not
a side function.
Customer Loyalty in Two Steps
- CUSTOMER SERVICE PORTFOLIO
20
Scanned documents
- CUSTOMER SERVICE PORTFOLIO
21
’
- CUSTOMER SERVICE PORTFOLIO
22
- CUSTOMER SERVICE PORTFOLIO
23
Proofread documents
- CUSTOMER SERVICE PORTFOLIO
24
Even in challenging economic times, costumers have shown they are willing to pay
a premium for “natural” products, organic foods, green-friendly products, and the
like that carry a cost premium. Such values oriented-companies make customers
feel good, and big marketers want a piece of this profitable trend.
In 2000, the large agribusiness conglomerate Unilever bought the flavorful Ben &
Jerry`s ice cream company. Today, the company ads remind customers of shared
values when they promote family farms, a dairy source for Ben & Jerry^s ice
creams. Colgate bought 84 percent of Tom`s of Maine, the all-natural personal
care brand based in Kennebunk, Maine. Tom`s was a small company with a social
responsibility message. French cosmetics giant Lòreal bought London-based
retailer The Body Shop, a personal care chain known for its avoidance of animal
testing and its support for human and animal rights causes. Large companies
recognize the added value the customer of these formerly small companies
received.
Many customers today appreciate the notion that what`s good for you and good
for the planet is the ultimate win-win. Being a costumer of companeis that share
you values can make you feel selfless.
QUESTIONS
1. Look up for the underlined company names and identify what they sell.
2. Define the highlighted words.
Natural Product
A chemical substance produced by a living organism
Organic Foods
They are foods that are produced using methods of organic farming – that do
not involve modern synthetic inputs such as synthetic pesticides and chemical
fertilizers.
Green-Friendly Products
Good for the environment
- CUSTOMER SERVICE PORTFOLIO
25
Cost Premium
The marketing practice of selling an elite product at a cost level above that of
its competition in order to make it appeal to more exclusive and wealthy
consumers.
Trend
General tendency or direction. Fashion or mode.
Conglomerate
A corporation that is made of a number different, seemingly unrelated
businesses.
Retailer
A business or person that sells goods to the consumer, as opposed to a
wholesaler or supplier, who normally sell their goods to another business.
Animal testing
It is the use of non-human animals in experiments.
Formerly
In time past, in an earlier period or age, previously.
3. Watch some ads of the companies mentioned? Is the reading truthful? (ads
remind people of their values..)
Yes, it is truthful. All the three businesses are eco-friendly. Ben & Jerry´s offer
three pins free (of ice cream) to their workers every day, and Tom´s Maine donates
10% of their profits to charity. These are the links of the videos:
http://www.youtube.com/watch?v=wqzHuof4Bac
http://www.youtube.com/watch?v=In_Gq5P0kEs
http://www.youtube.com/watch?v=Tcqm6O-Ik0U
4. What does the last paragraph mean?
It means that having a good relation between the environment and the
business is important in order to create customer loyalty and satisfaction.
5. What are some causes that you believe deeply in?
We deeply believe in eco-friendly products and services. We are against
animal testing because it isn’t fair for the animals, and it is cruel.
- CUSTOMER SERVICE PORTFOLIO
26
6. What companies or organizations support those similar beliefs?
Some of the companies that have similar beliefs are:
Allens Naturally Aroma Bella
Amal Oils Austin Rose
Ancient Secrets Bare Body Soaps Organics
Anise Cosmetics
Arbonne
7. To what extent do you feel more inclined to do business with these supportive
organizations? What factors influence your loyalty to them as a customer (external
or internal)?
Some factors that extend my loyalty to business is that the business has eco-
friendly actions, visions and products as an external customer.
8. Are there companies you will always try to avoid because of some extrinsic
value perceptions such as disagreement with their policy stands, etc.? Could they
win you back?
Yes, there are companies we will always try to avoid, for example KFC,
because they are cruel with the animals; in this case chickens, and we don´t think
they can win us back.
9. Vocabulary words to be defined and added to the Pictionary
Credibility
The quality of being believed or trusted.
Value
Relative worth or importance.
Add-ons
One thing added as a supplement to another.
Intangible
That cannot be touched or felt.
- CUSTOMER SERVICE PORTFOLIO
27
Tangible
Capable of being touched or felt; having real substance.
Extrinsic Value
The difference between an option's market price and its intrinsic value.
In theory, options should not trade above their intrinsic value due to the
time value associated with option pricing. Extrinsic value is also the
portion of an item's worth that is assigned to it by external factors.
Intrinsic Value
The inherent worth of an item.
Warranties
It is a written guarantee given to a purchaser that the manufacturer,
dealer, etc., will make repairs or replace defective parts free of charge
for a stated period of time
Perceived Value
The worth that a product or service has in the mind of the consumer.
The consumer's perceived value of a good or service affects the price
that he or she is willing to pay for it.
- CUSTOMER SERVICE PORTFOLIO
28
’
We would like to open a restaurant named E’tunul. We will offer typical
Guatemalan food as well as other typical dishes. Our restaurant will be located in
rural areas, such as Katok.
We will fulfill customer expectations by offering home-made meals with excellent
quality, hiring the best chefs of the rural areas and providing facilities for them in
order to make them feel comfortable. After the customer asks for the bill, we will
give them a little Guatemalan keychain.
Our immediate competition will be Katok, and we will be better because we’ll have
an ecological playing area and other things that would satisfy customers’
expectations.
- CUSTOMER SERVICE PORTFOLIO
29
Target Market
Our target market will be teenagers between 13 – 21 years old.
Customers Profile
They are athletes
They are full of energy
They are willing to invest Q200.00 in our store
They are not afraid of anything.
Generation Characteristics
They really enjoy using the Internet.
They think that “Normal is boring”.
They like to interact by social media.
They love parties.
They want to be accepted in society.
We will Sell…
We will sell sport accessories and clothing, especially for teenagers.
How are we going to do it? Where?
We are going to sell our products by implementing sports’ stores in popular
malls.
Reason
We chose it because teenagers are usually looking for adventures and
learning new things every day. They are active and fidgety, so most of them play a
sport and need accessories and clothing for it.
Leader Company
Sportline is a leading sport network for more than 40 years, chosen because
of its unique variety of products and customer relationships. It has a wide
geographic coverage in three countries.
- CUSTOMER SERVICE PORTFOLIO
30
PARTIAL TEST
- CUSTOMER SERVICE PORTFOLIO
31
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.
- CUSTOMER SERVICE PORTFOLIO
32
- CUSTOMER SERVICE PORTFOLIO
33
Final TEST
- CUSTOMER SERVICE PORTFOLIO
34
- CUSTOMER SERVICE PORTFOLIO
35
REFLECTIVE ESSAY
- CUSTOMER SERVICE PORTFOLIO
36
During this unit, we discovered a lot of new things about customer service. The
topics seen in class were interesting and useful because it showed us how to really
apply customer service and what can we do to improve it.
Some of the things that I learned during Unit 3 were: the different kinds of turnoffs I a
business, how can we avoid it, how does it affect the customers’ loyalty, the three
areas of change in customer service, and more!
I think that it’s really important for us to learn more about customer service, so that
we will prepare ourselves for business in order to succeed.
Customer service class should be more dynamic and attractive. Also, it should have
more materials like books and CD’s.