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SERVICE

The ultimate goal

of your company

Use of behaviors

that encourage

your customers.

The benefits of

Word of mouth

Top 10 List: the

Greatest Business

People

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Reason for choosing it:

We choose Cinépolis because we think that is a very popular company

that a lot of people prefer.

We chose Cinépolis because the cinema had a great impact on the

thoughts of a person in a given situation. Another reason is that unites

the family, friends, because after watching a movie, the person can

comment on and express their opinion or simply spend a good time

watching all the different genres of cinema with the people that

appreciate it. And the last reason we chose Cinépolis, is that each time

you walk innovating as the Cinépolis foundation, new products (coffee

TREE, candy store and a lot more), rooms 4DX, and digital 3D, VIP,

IMAX, MACRO XE and Movie Klic.

Improvement Analysis:

The food that Cinépolis sales it’s too expensive so many people

decide to not buy it in the

Sometimes they need a better service like be more kind and

serviceable with all the persons so they can continue choosing this

company, so we will be happy and conformable with the service that

they provide.

The staff would have to be supervising the screening of the film, so

that it does not run without a sound or for which the image is not

stuck.

Best times to the cleaning of the health service at the beginning and

at the end of the function because it is the time that people use this

service more, not during the function. Since the majority of the time

they are closed for cleaning before and after the function.

Improvement Analysis of Cinepolis

~ 3 ~

The Coronel’s Secret

Recipe (report)

Why We Choose This Company?

We chose KFC because this company kills approximately one billion chickens

per year with very cruel methods. The company ignored the warnings of the

PETA organization, by the sadistic abuse of these animals. This is why we

choose this company, because we are against animal cruelty.

The Cruelty of the Origin of this Food

• In overcrowded cages

• Ammonia vapors

• Do not arrive at two months of age

• They cut the peak

• The exaggerated use of hormones

PETA CAMPAIN

KFC promised to PETA that was going to make decisions with respect to animal

welfare. But he has done nothing. In May 2001 would increase the demand for

welfare but at present to been one of the more aggressive poultry industries.

~ 4 ~

Why We Choose This Company?

We chose KFC because this company kills

approximately one billion

chickens per year with very

cruel methods. The company

ignored the warnings of the

PETA organization, by the

sadistic abuse of these animals.

This is why we choose this

company, because we are against animal cruelty.

The Cruelty of the Origin of this Food

• In overcrowded cages

• Ammonia vapors

• Do not arrive at two months of age

• They cut the peak

• The exaggerated use of hormones

Presentation

Information

~ 5 ~

• Processes of electrocoagulation

• Plucked

• The violent processes

PETA CAMPAIN

• KFC promised to PETA

that was going to make

decisions with respect to

animal welfare. But he has

done nothing. In May 2001

would increase the demand

for welfare, but at present

to being one of the more aggressive poultry

industries.

Undercover Investigation

• The birds are slaughtered and drain their blood

to put them in boiling water, but this process is

flawed as most chickens are still alive and blood

has not yet been drained when immersed in tanks

of scalding water causing her flesh turns red.

~ 6 ~

Internal Customer Confession: http://www.kentuckyfri

edcruelty.com/u-

georges.asp

Supporting Phrases

• “I just find it bizarre – the massive gulf

between the marketing of KFC, which plays on

the whole soul food, hanging-out-with-friends

angle, and the [factory] farm reality. They’re

clever … to create that diversion to the point

where you don’t think about the process behind

it. I’m sure it would put people off for life.”

By The Go! Team

• “I have been particularly concerned with the

sufferings of chickens for many years; I find it

unacceptable that violence is the basis of some

of our food habits.”

By Dalai Lama

~ 7 ~

What Things KFC Can Do?

• Accessing the

program "Animal

Care Standards", to

reduce the ammonia

in the air and

improve the living

spaces

• Rules that

workers do not abuse the chickens

• That change in mechanized harvesting of

chickens

• That its rules are being verified

Pamela Anderson Supporting PETA

http://www.youtube.com/watch?v=RI6D1qBal3E

• Visit the web page:

http://www.kentuckyfriedcruelty.com/index.asp

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Buy the best coffee ever

at Starbucks

~ 9 ~

Try To Do This 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 recognize that customers find

them impersonal and unnatural.

C First National is al so 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 staffs are

speaking to people on their

own territory.

F And if customers try to

contact the bank by

~ 10 ~

telephone, they are put through to a call center 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. Staffs 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

~ 11 ~

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.

~ 12 ~

Additional Instructions:

Notice the highlighted words, please write the

definitions, synonyms or your own explanation for

each of them. Make sure that they are defined in

the appropriate context to match this reading.

Branches: a local business, shop that is part of

a larger business.

Shutting down: a cessation of operations or

activity, as at a factory.

Staff: a group of persons, as employees,

charged with carrying out the work of an

establishment or executing some undertaking.

Outlets: an opening or passage by which

anything is let out; vent; exit. Recruiting: a new

member of a group, organization.

Primary: first or highest in rank or importance.

Scripts: the text of a

manuscript or a document.

Rapport: relation; connection,

especially a sympathetic relation.

Demand: to call for or require

as just, proper, or necessary.

~ 13 ~

Pre-empt: prevent or to occupy in order to

establish a prior right to buy.

Then, write a short paragraph defining why you

believe Customer Service is important in business.

The customer service is important in business

because with this the company creates a serious

public image of it and shows that the company

does care about the problems of the client.

Without this a company would not exist. The

customer loyalty is very important to create a

good word of mouth, the best means of

publicity that a business has. Other benefits of

the customer service are: increasing sales,

staff satisfaction, competitive advantage,

reducing costs and more. Taking into account

the six basic needs: information, options,

control, understanding, friendliness,

fairness. This is why I consider the

customer service the most important

part that a company should have.

~ 14 ~

GOT VINE? Some Studies

suggest that the red

vine is the best

cure for heart

problems

~ 15 ~

The Exposure of

Companies

Many companies will not worry about the well-being

of their clients in various

aspects such as monetary,

health, among others. As the

following companies: Subway

is a company which sells submarine sandwiches and

salads. But this company uses a chemical called

azodicarbonamide in its breads, which is use most

commonly as blowing agent in the rubber and plastic

industries. Another demand to this company was the

sides of the sandwich because in every place of the

world the sandwich of Subway has to be of 12

inches.

~ 16 ~

Another company that was

exposed was Bancafe, this

company lost large sums of

many after the announced

suspension of payments. Leaving many families

without money to live and the banking system was

lack of cash circulation in the country. In many

cases the government has helped several people to

try to recover their money. In these two examples

can be seen the lack of honesty on the part of

business in the failure delivering a product or

service of poor quality that affects humans. Today

many companies like these have been exposed for

their poor service such as KFC, McDonalds, Taco

Bell, and among others.

~ 17 ~

Subway

What is Subway? Subway is the American franchise specialized in

selling submarine sandwiches and salads, owned by

Doctor's Associates, Inc., but do this restaurant

gives all they offer?

The truth behind its bread

• On february 2014, a blogger started a petition

for the Subway Company to remove the chemical

“Azodicarbonamide” from their bread.

• They use this chemical as a “bleaching” agent.

Other problems:

• Subway has not only being demand for its bread,

but also for many other things, these are some

of them:

– A man demanded Subway after he found a

18cm. Knife in his 33cm. sub.

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The Closure of

Bancafe

The Story of a bankruptcy announced

O In 1998, BANCAFE SA, lost large sums of money he had

invested in bonds of the Russian government after the

announced suspension of payments. In October 2005 , Bancafe

International Bank, lost others $ 208.6 million .

What about the money?

O In all cases , it has been the government itself has intervened

to ensure the recovery and return of the money to savers.

Representing the loan of $ 150 million that the World Bank is

making an effort to ensure the recovery of the resources that

have been reported as lost (Q.1, 600 million).

Legal Changes

O Among the legal changes made by thought reform we can find

the Article 114 of the Banking Act , which now provides for the

revocation of authorization of the financial -offshore - where

"the entity is convicted by a final judgment by money laundering

offenses or other assets and financing of terrorism. "

~ 19 ~

Pictionary

Word Definition Example Picture Word of Mouth Oral or written

recommendation by a

satisfied customer to

the prospective customer

s of a good or service.

The word of mouth is

very important for Apple

Company.

E-commerce Buying and selling of

products or services is

conducted over

electronic systems.

Amazon is a good

e-commerce website.

Reliability The ability to be relied o

n or depended on, as for

accuracy, honesty

or achievement.

The reliability of the

products is very

important for a big

corporate.

Durability Is the ability to endure. The durability of that

cell phone is very good.

Advertising The act or practice of

calling public attention

to one's product

The advertising of Coca-

Cola is very expensive.

Quality In manufacturing

a measure of excellence

or a state of

being free from defects,

deficiencies and signifi

cant variations.

The quality of the

products is really bad.

~ 20 ~

Customer Service The process of ensuring

customer satisfaction

with a product or service.

The customer service

department is the most

important part of the

company. External

Customer

All those who are outside

de company.

Isabelle is an external

customer because he

likes eating in Pizza Hut,

but she does not work in

there.

Internal

Customer

All those who are working

inside the company

Monica is an internal

customer, because she

likes eating in Pizza Hut.

Good will Is the way that a

company values the good

reputation adds to its

overall value.

Costco has a good will

since 2001.

Globalization

When a company decides

to sells the product in

other parts of the world,

making an international

product.

Pizza Dominos have a

globalization system.

Improvement

analyis

Is a description of the

problem to gaining facts

for developing of new

solutions.

Making an improvement

analysis Pollo Campero

can see the aspects to

improve

Personnel The body of persons

employed by or active in

an organization

The personnel is an

important part in a

company

Age Issues The age demographics of

customers and employees

are changing

Starbucks consider the

age issues of its

customers. Work-life balance Our world is shrinking

and boundaries are

disappearing .

The work-life balance in

Apple is enormous.

~ 21 ~

Index Improvement Analysis………………………………………….

Ethics Presentation

Presentation

Reflective Essay

Reading Comprehension

Presentations and Summary

Presentations

Summary

Pictionary

Index

Extra information and Pictures

Extra information

~ 22 ~

1. Jeff Bezos: Amazon (pioneer in the world for e-commerce

2. Anne Mulcahy: Xerox (is the most infletial women in 2005 and 2009)

3. Brad Smith, Intuit (is the most successful financial software companies)

4. Howard Schultz, Starbucks (is alsoinvest actibely in other business ventures, such as eBay)

5. Larry Page, Google (is one of the best company)

~ 23 ~

6. Tim Cook, Apple (is one of the newest innovative inventory management techniques)

Indra Nooyi, PepsiCo (another of Forbes 100 Most Powerful Women)

8. Warren Buffet, Berkshire Hathaway (is a perfect example of patience, proving that slow and steady generally wins the business race)

9.Sir Richard Branson, Virgin Group (owns more than 400 companies and is worth billios of dolars)

10.Rupert Murdoch, News Corporation (hard driven Australia-born head of an American publishing dynasty)

~ 24 ~

Shake up the Happiness

~ 25 ~

Word of Mouth Positive Word of Mouth Keeps Customers

It costs five or six

times as much to

GET a new customer

as it does to KEEP an

existing one.

Some people think

that advertising is a

good way to induce

people to buy. (U.S.

business spends

about $11.5 billion a year on advertising.)

Statistics

Advertising effectiveness to induce people to

buy:

25 % television advertising

15-13 % newspaper or magazine ads

63% advice or recommendation

Word of Mouth is STILL the best way to

attract customers.

Advertising increases awareness of products and

~ 26 ~

service, BUT personal referrals and

recommendations lead to actual decisions to

purchase those PRODUCTS and SERVICES.

To sustain positive Word of Mouth advertising

provide exemplary service. People talk about

extraordinary experiences.

The Impact of E-Commerce on Word of Mouth

The uses of electronic media (Web pages, Social

networking sites, and Blogs) are ways to spread

the word. + / -

It is now simpler than ever just by forwarding

emails.

Posting on Facebook, MySpace, Twitter, etc.

The Good and Bad News of Customer Service

The bad news: the

typical company will lose

10 to 30 percent of its

customers per year -

mostly for poor service.

(Customers go to the

competition without

hesitation.)

The good news:

~ 27 ~

organizations that initiate effective customer

retention programs may see profits jump 25 to

100%.

Golden Rule

Customer service will

always be the decisive

battleground where

winners and losers are

quickly sorted out.

The Cost of a Lost Customer

Mrs. Williams 1 person

Tells 11 other +11 persons

Who tell 5 more +55 people

Total who heard = 67 people

~ 28 ~

The Ultimate Goal for a

Company

Developing Customer Loyalty for LIFE

Understanding Loyalty

The ultimate goal of customer service is to

create customer loyalty.

This is NOT Customer Loyalty

Customer satisfaction alone (they could be

satisfied today but not loyal in the future).

A response to some offer or temporary special

incentive (loyalty must be earned not bought).

Large market share (competition could be

deficient and your prices more attractive).

~ 29 ~

Repeated buying (some buy for habit,

convenience, or price: seeking alternatives).

This is Customer Loyalty

Driven by an Overall Satisfaction

Involves Commitment to make a sustained

investment in an ongoing relationship with the

company.

Customer Loyalty Reflects

Combinations of attitudes and behaviors:

◦ Repeated buying

◦ Willingness to recommend the company to

Others (positive Word of Mouth)

◦ Resistance to switch to a competitor

~ 30 ~

Buy the

Edition #17 of

Service

Magazine

Author: Ana Careen Villatoro Orellana

Point of Sale: 4to Bach. CCLL “A”