unit 2 portfolio
DESCRIPTION
Topics and activities of unit 2 Customer ServiceTRANSCRIPT
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El Sagrado Corazon de Jesus School 10th Ciencias y Letras “C” Customer Service
Unit II
Portfolio
María Fernanda Castillo
Key: 5
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Index
Listen to your Customer………………………………………3-4
Use the telephone well for good service……………………5-6
Use friendly websites and electronic communication……..7-9
Pictionary……………………………………………………….10-13
Reflective Essay……………………………………………….14
Activities………………………………………………………...15-23
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Listen to your customer
Listening and Hearing:
Hearing is a physical process by which sound waves are sent to
the brain for understanding.
Listening refers to the psychological process that allows to attach
a meaning to what we hear.
Listening Preconditions:
The words or other sounds used by the message source must be
received by the hearer.
The listener must possess a set of meanings or referents for
these sounds.
What contributes to listening?
To improve our listening skills, we need to understand the
demands placed upon our listening capacities.
These elements fall into three categories or elements of the
listening process.
Internal Elements
Environmental Elements
Interactional Elements
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Internal Elements Affecting Listening
Trying to hear in a noisy environment.
Dealing with a static-filled phone line.
Encountering people who speak too softly.
We need to have the ability to listen and makes sense of the
sounds we are listening to regardless of the distractions around
us.
Environmental Elements Affecting Listening
Individual listening capacity: it can be overloaded with too much
information, or it can be underutilized with too little.
Thousands of messages call for our attention every day but we
choose which ones to listen to.
Since we can listen faster than people can speak sometimes we
drift off.
Noise
Noise refers to those sounds that are irrelevant to the
conversation.
Noise can be environmental, such as sounds of machinery,
buzzers, ori t can be mental such as a headache.
The Use or Misuse of Gatekeepers
A gatekeeper refers to one person that who previews incoming
information to determine if comminication is appropiate.
If the message appears nonesential, the gatekeeper keeps it
from getting to the person.
Managers almost always have at least one gatekeeper to listen
for them, such as a secretary.
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Use the Thelefhone Well
For Good Service
Benefits and drawbacks of thelephone communication
Always remember that people are operating blind while on the
phone.
People who answer calls from customers are often among the
lowest paid in a company, yet they are the voice and image of
the entire company to customers.
Two Significant Drawbacks
Many people have never learned about the basics of thelephone
courtesy and effectiveness necessary to convey a good business
image.
People cannot see the person they are dealing with and they
can wet easily confused.
Action Tips
Check your phone use attitude using a self-eveluation to help you
improve your telephone techniques.
Contact and compare your company
o Callers create first impressions and draw immediate
conclusions about the person’s or company’s efficiency.
Avoid unnecessary call screening
o Screening means to have someone answer for you, acting
as a gatekeeper.
Answer with professionalism
o Identify yourself when answering the phone, use names,
and good business etiquette.
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Action Tips on What to Do or Say
Answer Promptly and be Prepared to Handle Calls
o Answer soon to convey efficiency and willigness to serve,
write and record necessary information.
Use Courtesy Titles
o There is no downside to addressing people politely and
formally.
Thank People for Calling
o Never underestimate the power of kind words.
Smile
o People can feel the smile or lack of it in your tone.
Be Sure the Conversation is Finished Before you Hang Up
o Have a polish way to signal the end of a conversation.
Handle the upset caller with tact and skill.
Modify your tone, loudness, and pitch to maintain your listener’s
attention.
Thelephone contact is often the first impression a customer gets
of your company.
Many people see calls as interruptions.
Use call screening only when necessary, not as a way of
projecting power.
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Use Friendly Websites
and electronic
communication
If you are not in the Web you are not in the Business
Internet has become the place of searching and shopping.
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 website continues to
come down.
Web-based Customer Service
The internet is:
o A perfect sales channel.
o An excellent channel for pre-sale.
o Effective post-sale customer support.
Although the telephone is still and important way of
communication, the internet and social networks are becoming
much more common.
Self-serve Common Answers
Low interaction communication is when customers take care of
themselves using knowledge bases.
Knowledge bases are databases of answers to frequently asked
questions FAQ’s.
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Knowledge Bases
Online knowledge bases make it posible for customer to answer
their own questions.
Self-learning knowledge bases constantly update themselves
based on customer questions.
Structured or Unestructured
Structured knowledge bases are organized into a question-and-
answer format.
Unestructured knowledge bases are repositories of customer
interaction.
Type of Answers Available
Hyperlinks are those words that you can click on to go to another
place.
Multiword searches of the FAQ’s are the collecting wisdom
regarding the product or service.
Today’s customer expect efficient access to answers.
Delayed Answers
Email usually increases when customers are having trouble
finding answers on their own.
The problema with emails is that it is one way communication,
the possibility of misunderstanding is high, and it takes time to
respond to each customer. The email must be responden in at
least 24 hours.
Web Chat or Live Chat
Live chat requieres people available to the customer and this is
expensive.
A variation of chat romos is the use of blogs. A blog is a journal
maintained by a company or and individual.
A blog becomes an online forum for discussions.
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Self-served Personalized Answers
This is the ideal techonology-assisted service a company can
offer.
Social Networking Skyrockets
Blogs and chat romos have changed into social networking sites,
such as Facebook and Twitter. These link friends and associates
of all ages in easy-to-use contact networks.
Companies cannot afford to overlook the customer service
potential of these networks.
Customer Service Expectations
Customization: companies need to provide personalized products
or services.
Scrutiny: customers check out products online before they go to
the store, 83% of people know what they want before they go to
the store. Shopping now involves picking up the product.
Integrity: customers are more conscious of company reputation
and share immpresions with others.
Collaboration: customers want to participate with companies to
make the product or service better and they want open
communication channels.
Entertainment: customers expect companies to make it fun to do
business with them.
Speed: customers want the company to serve them now.
Innovation: customers want companies to give them the latest,
trendiest products and services. The old model is unacceptable.
Disadvantages of Web-based Service
Poorly manages e-service systems can result in a reputation for
bad service.
Technology applications are moving targets, the rate of change is
extremely fast.
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Pictionary
Benchmarking: any standar or reference by which other can be
measured or judged.
Blog: a web site containing a writers or a group of writers own
experiences, observations, opinions, etc. And often having
images and links to other web sites.
Click path: it is a list of all the pages view by a visitor, presented
in the order the pages were view.
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E-service: represents one prominent application of utilizing the
use of information and communication technologies in different
areas.
Frequently Asked Questions: are listed questions and answers,
all supposed to be commonly asked in some context, and
pertaining a particular topic.
Knowledge Base: it is a technology used to store complex
structured and usestructured information.
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Live Chat: electronic conversation; using an instant message
service.
Online Forum: it is a public service that is in market place where
people could buy products.
Social Network Sites: web sites or other online technologies to
communicate with people and share different information.
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Spamming: it is the action of sending unsolicited email; junk
email.
Web Chat: it is a system that allows users to communicate in real
time using web interfaces.
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Reflective Essay
This unit I learned a lot of things related to the phone effective use
and the different ways of communication, not only in a business
context but in life in general.
I learned that even if technology is a great tool, if not managed
correctly it can cause a bad reputation to a company.
This unit’s activities were interesting, I specially liked the one of
the investment because we could express our ideas to our
classmates and try to sell a product, I liked to think about all the L
Little details a company must have to attract customers and
investors.
The class in general was very dynamic and fun, the videos are
something I really like because they exemplify perfectly the topic
we are discussing in class.
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Activities
Burger Supreme 1. What is Burger Supreme dedicated to? What do they sell?
Burger Supreme is a restaurant in Utah’s County dedicated principally to the
sale of burgers and French fries, but they also sale a variety of meals, like
sandwiches, salads, etc.
2. How many items do they have in their menu?
They have 13 items in their menu, which includes burgers, fries, salads,
sandwiches, and beverages.
3. Locate a link that mentions customer loyalty towards Burger Supreme.
http://www.youtube.com/watch?v=hehw3RWXpho
http://www.youtube.com/watch?v=lau7VYoasVA
4. Analyze the link mentioning important information.
The customers are happy with their service, and the taste of their food, some
of them mention that the service is very efficient.
5. Would you like to go to Burger Supreme or do you prefer going to fast
food hamburger chain? Explain.
I would choose a fast food chain, since I haven’t visit Burger Supreme
however I do think they have some good ideas, but without knowing the
quality of their food I can’t really choose them over a service that I do know.
6. Using the reading answer the following:
Who are the owners of BS?
Steve and Debby k.
Are the actors active in the business?
Yes, because the owners are there in the business and have a personalized
customer service at burger supreme.
Mention examples from the extract that help us understand
that customers are loyal?
They bring friends to the restaurant, and they advertise the restaurant to
fellow workers, and family. The company has owned the loyalty of their
customers by having strategies such as giving free lunches to their frequent
customers.
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Action Tips on the phone.
Action Tip #15: When calling other ask, “Is this a convenient time to talk?
It is good to ask the people if they are busy before you start the
conversation.
If someone ask you this question and you are busy, tell the caller that you
will arrange another call in a more convenient time.
Action Tip #16: Take messages cheerfully and accurately.
It is important to have a notepad with you to record key words and phrases.
Make sure to read the message back to the caller to know if it is accurate,
the pass the message to the right person.
Action Tip #17: Make your greeting message efficient.
Record an answering machine or voice mail to capture messages when you
are not available. Keep the greeting short but efficient.
In case you call to someone and you get the answering machine, make sure
to say your name and a brief explanation on why you are calling.
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Action Tip #18: Learn to use your phone features.
This is useful for when you are not able to answer the pone, or to transfer a
call to another person. It is important to keep up with phone technology to
make a company more efficient.
Action Tip #19: Plan your outgoing call for efficiency.
When yo want to do a business call you better plan what you are going to
say, write it down and make sure to include the reason of your call and a list
of information you need to give or get.
It is very important to identify yourself and the reason for your call early in
the conversation.
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Listening and Hearing Activity
What is the difference between hearing and listening?
Hearing is a purely physical activity by which sound waves are send to the
brain and listening refers to the physchological process that allows us to
attach patterns to the meanings.
Mention the three types of factors that complicate the listening
process and pose potential barriers.
Internal elements, environmental elements, and interacial elements.
What two things can generate communication problems?
Interrupting people, faking attention, and talking more than listening.
What does CAA stand for and what does it mean?
It means Counter Attitudinal Advocacy.
Mention, describe, and explain in your own words the three action tips
that you consider most important
o Be patient: is very important because the customer will feel
comfortable and will express the problema without hesitation or fear.
o Avoid Faking Attention: an employee must pay attention to the
customer because that way they can fix the problrm faster and with
efficiency.
o Enjoy People and their diversity: it is important to accept the variety
of customers you will get as en employee, and make them feel like
guests.
Define the following:
o Faking attention: it is to act like you are listening to someone but you
are thinking in something else.
o Listening Capacity: is the capacity of an individual to listen to others,
it can be overloaded or underutilized.
o Noise: it refers to the sounds that are irrelevant for a conversation.
o Gatekeepers: is the person who you talk to before taking a problema
to the head of a business.
o Wide asleep listener: it is when you are looking at someone and
pretend to listen but your mind is not into the conversation.
o Habit: is something you become used to do.
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Telephone Action Tips Homework
Six telephone problems:
Problem 1: there were a lot of gatekeepers
Problem 2: the man that was helping Garth didn’t know the information of
the car.
Problem 3: Garth was put on hold too many times.
Problem 4: the dealer didn’t use businesslike vocabulary.
Problem 5: the dealer never said his name or asked what was the problem.
Problem 6: the dealer hung up before the conversation was finished.
Six telephone tips:
Action Tip 3 (Avoid unnecessary call screening): the customer wants to talk
to the person who has the information he is requiring.
Action Tip 5 (Answer promptly and be prepared to handle calls): make the
message efficient and answer the informaniton requiered or transfer the call
as quick as possible to someone who can help the customer.
Action Tip 13 (Do not let “dead air” happen): putting people on hold can
annoy caller, so tell them what you are doing and why.
Action Tip 10 (Keep your conversation tactful and businesslike): keep your
comments possitive and oriented toward solving the caller’s problem.
Action Tip 4 (Answer with profesionalism): when you answer the phone
state your name and ask how can you help the caller.
Action Tip 8 (Be sure the conversation is finished before you hang up): as kif
there is something else you can help the caller before hanging up. Hanging
up before the conversation is over can upset some customers.
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The Future of the Internet
1. If, in fact, the Internet can provide many more ways that devices can
communicate with each other, what are some implications for
customer service?
Some implications may be that the devices will do all the work, such as
answer the telephone, send information faster, and help to solve the
problems with the customers more efficiently.
2. What kinds of new expectations might customers hold regarding
online repairs, adjustments, and new features?
Customer would expect for their needs to be satisfied in less time and more
efficiently, also they would want the new features to be innovative and to
find the exact product or service they are looking for with the exact
conditions they want and with a guarantee that the product is of a good
quality and that it has an online support in case of a problem.
3. Describe how such “futuristic” online services might possibly affect
an organization you work in or are familiar with. Be creative.
This online service might reduce the staff of a company because all the
work would be done by devices or machines. With the online tools it would
not be necessary to have people working in answering the phone or making
calls. i think a good exmple could be the grocery stores, such as La Torre, it
would not be necessary to have cashiers if the devices can communicate
with each other and the customers just would put the money or the credit
card in the device and the payment would be done.
There are a lot of advantages in Web-based service such as the
effectiveness in solving doubts via Web- self service, shopping online also is
a great advantage because you just pick a product and this is delivered just
a few days later, but as in every service there are also disadvantages such
as the wrong use of the web pages that can cause the company a bad
reputation and the losing of customer loyalty.
In my opinion Web- based service is great if you use it correctly and take it
to your advantage to make your business grow and to make it more
attractive to customers.
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Investment Support Presentation
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Support your Investment
I chose Corning and E&E Nail Polish because the companies have an
innovating idea and are attractive to young people.
Corning is my first choice because it can be very helpful to make easier
our activities and our life in general, it will be awesome to have such
innovating technology in the school. The target market and market
opportunities for this product are very large due to the attractiveness
technology has nowadays, here in Guatemala it would be a success
because everyone is looking for the most recent and innovating devices.
I would also like to invest in E&E Nail Polish, because as a teenager I
like to have my nails stylish and beautiful, and this product has the
special characteristic that the color of your nails reflect the color of your
cloth so the worry of changing the nail polish everytime you change
cloths would disappear. The market opportunities are large because
teenage girls love to wear attractive and beautiful nails all the time.