customer service portfolio unit 3

Valerie A. Argueta L.

CUSTOMER SERVICE

10th CCLL “C”

- CUSTOMER SERVICE PORTFOLIO

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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


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PICTIONARY


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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.”


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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.”


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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.


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Retailer

A person, shop, or

business that sells

goods to the

public:



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.”


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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.”


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Empowerment

There have been

other solar

donations with an

eye on

empowerment.



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”.


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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.”


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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.”


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Teacher’s Presentation


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Presentation’s summary


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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.


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•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.


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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


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Scanned documents


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Proofread documents


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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


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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.

http://www.youtube.com/watch?v=wqzHuof4Bac

http://www.youtube.com/watch?v=In_Gq5P0kEs

http://www.youtube.com/watch?v=Tcqm6O-Ik0U


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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.


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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.


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’

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.


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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.


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PARTIAL TEST


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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.


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Final TEST


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REFLECTIVE ESSAY


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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.

customer service portfolio unit 3

Documents

perceived value

extrinsic value

added value

actual value

real value

day traders notion of

examples of natural

higher price