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Improvement Analysis Page 3
Lead in lipsticks Page 4
Presentation Page 5
The truth about your consumption Page 6
Customer Service Reading Page 7- 8
Presentations Page 9-13
Outfits Page14-15
Pictionary Page 16-18
I´m loving it.
With the food of McDonald’s we are sure that the taste is the same anywhere
you go, the hamburgers are delicious, the fries are very good and most of the
people we know think that these
fries are better than in any other
restaurant, also the dessert like ice
cream and cakes are good also the
price is reasonable.
Maintain the size of the products, for example the Big Mac was almost twice as
big than it is now, the McFlurys were bigger and also it contained more amount
of topping. They have to consider that the customers could be disappointed
when they see the advertisements and then in the restaurants receiving a
different amount or size of food.
Lead is a naturally occurring metal
found deep within the ground. It
occurs in small amounts in ore,
along with other elements such as
silver, zinc or copper. Is it use in
solders, batteries and cosmetics.
Lead exposure in long term can
cause in children a decreased in
academic achievements, IQ,
specific cognitive measures,
incidence of attention-related
behaviors and problem behaviors.
in adults in can cause decreased
in a kidney function, maternal
blood lead associated with
reduced fetal growth.
But when we talk about lipsticks,
which is your favorite color? A
glowing red, a soft pink or even a
purple. According to a recent
study users touch up their color
more than 20 times a day.
It seems strange to think that
makeup that we watched always
advertised on TV may contain
lead, and we are not talking
about new or anonymous brands,
we are referring to brands like
Estee Lauder, L’Oreal, Cover Girl,
Revlon and big brands like Dior
Addict. FDA found the highest
lead levels in lipsticks, these ones
are made by three manufacturers:
Procter & Gamble (Cover Girl
brand), L'Oreal (L'Oreal, Body
Shop and Maybelline brands) and
Revlon. The highest levels of lead
were found in Christian Dior 4,
LANCOME 2, CLINIQUE 2, Y.S.L 5,
ESTEE LAUDER 3.
“Lead builds up in the body over
time and lead-containing lipstick
applied several times a day, every
day, can add up to significant
exposure levels. The latest studies
show there is no safe level of lead
exposure,” according to Mark
Mitchell, MD, MPH, policy advisor
of the Connecticut Coalition for
Environmental Justice and co-
chair of the Environmental Health
Task Force for the National
Medical Association, make clear
to all the lipsticks lovers how
dangerous can be a continuous
lead exposure.
What is Lead? Lead is a naturally occurring metal found deep within the ground. It can cause. It is use in solders, batteries and cosmetics.
Long-term Exposure Damage Lead exposure can cause in children a decreased in academic achievements, IQ, specific cognitive measures, incidence of attention-related behaviors and problem behaviors. In adults in can cause decreased in a kidney function, maternal blood lead associated with reduced fetal growth.
What is in your lipstick?
55% of lipsticks contain lead. It has been found that brands like Estee Lauder, L’Oreal, Cover Girl, Revlon and big brands like Dior Addict add lead to their lipsticks.I
Is it really dangerous? “Lead builds up in the body over time and lead-containing lipstick applied several times a day, every day, can add up to significant exposure levels. The latest studies show there is no safe level of lead exposure,” according to Mark Mitchell
http://abcnews.go.com/GMA/video/gma-tests-lipsticks-glosses-lead-17866852
These days so many attractive
advertisements, products and
services call our attention. We
became consumers of many
products or brands during our hall
life. But, do we really know what
we are buying? Most of the time
we take for granted important
aspects like security or quality. As
customers we have rights; the
right of information, the right of
security, quality and many others.
Some brands already have the
consumers’ confidence, and this is
one the main reasons this big
companies gain more money or
clients.
For example Subway, recently a
Food Blogger named Vani Hari
pointed out that a chemical named
azodicarbonamide is use in
breads of these restaurants. This
caused a controversy because this
additive chemical is in yoga mats,
leather, shoe soles and other
types of rubber and this shows
that this chemical in not
appropriate for to human
consumption. This make me feel
alarmed because I realized that I
really don't know what I am eating,
also it makes me feel deceived
because they sell their products as
"healthy food".
Other examples are studies that
showed tracks of lead in lipsticks.
This as a teen ager and woman
concern me because we use to
buy a lot of makeup, and we think
that brands like Covergirl or Dior
are safe. This is another reason to
really investigate the products that
I buy, and don't believe that much
in the advertisements.
All the presentations make me realize that it is important to know where the
products came from and to search to more information to be sure that it is safe
and to not worry about possible consequences in a long-term.
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. . 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. . 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. 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. .
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.
. 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. 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
D
B
A
F
G
C
when their account falls below a certain level. In the future, online systems may pre-empt
customers’ needs in even more sophisticated ways.
Additional Instructions:
Notice the highlighted words, please write the definitions, synonyms or your own explanation for each of them.
Branches: A division of business or the organization. Shutting down: To stop operating, especially automatically. Staff: The personnel who carry out a specific enterprise. Outlets: Commercial market for goods or services. Primary: First or highest in rank, quality or importance. Recruiting: To supply with new members or employees. Scripts: A text already prepared. Demand: An urgent or pressing requirement. Pre-empts: To appropriate seize, or take oneself before others.
Then, write a short paragraph defining why you believe Customer Service is important in business.
Customer Service is very important in a business because with it companies or a store are ensuring customers’ satisfaction with a product or service. Having a good service helps to maintain the customers or the future customers happy with all the business and not only with the products. Also it is a really good way to make people preferred a business from the competition. Companies have clear that it costs a lot more money to acquire a customer than to retain them, although having better service is essential to strengthen the company’s reputation.
Opinion-based advertising
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
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 use 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:
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
Read Mrs. Williams` story.
Mrs. Williams 1 person
Tells 11 other +11 persons
Who tell 5 more +55 people
Total who heard = 67 people
Good and Bad Quality
Select an organization whose
products could be improved.
What improvements could be
made that might lead to
some of the following
outcomes (if applicable)?
Improved product reliability
Improved product durability
Reduction in the number of
complaints
Reduced waste and product
returns
Improved image
Improved staff morale and
lower staff turnover
Summary
Word of mouth is the best way to attract customers. Advertising
increases awareness of products and service, BUT personal referrals
and recommendations lead to actual decisions to purchase those
products and services. In these days the internet helps to spread
information about products and services. Good quality make people
preferred a business from the competition.
Developing Customer Loyalty for LIFE
Understanding Loyalty
The ultimate goal of customer service is to create customer loyalty.
Key elements:
◦ What makes your customer loyal?
◦ How can loyalty be measured?
◦ Produces as a result:
Customer-driven Service Quality
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).
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
Conclusions
Customer service skill development provides the MOST significant way
to find career success.
Business live
Summary
Customer loyalty is driven by an overall satisfaction; it involves
commitment to make a sustained investment in an ongoing
relationship with the company. When the customer loyalty exists
people repeat buying, they recommend the company to others and
they resist switching to the competition.
It´s ALL about the little things
Every organization like every individual has a personality. This sends
information to the customers and the employees.
Behavior is what people DO. It is transmitted in two
ways:
Verbal (what we say)
Nonverbal (without words)
Keep in mind the following:
Everything can constitute communication
The receiver of the message determines
what that communication “means.” Both an individual and a
corporation have behaviors.
Nonverbal Communication in Different Cultures
People see us doing something and they extract a meaning from our
actions.
Keep in mind that culture is generally the same and should be done
with common sense.
Different cultures assign different meaning to gestures. Some cultures
assign different meaning to posture, emotions, spatial relations.
Examples
In China and Japan a facila expression that would be recongnized
around the world as transmitting happines may actually express anger
or mask sadness because happines is not to be shown.
In the US it is acceptable for women to show fear but not anger,
however, men can show anger but not fear.
Variables That Can Have Implication in Customer Service
Proxemics: It is related to space. In conversation Americans tend to
position themselves at an arms-length. The French, Arabics, and Latin
American tend to stand closer.
Personal Space: Some people are accostumed to sitting close to
each other.
Summary
Behavior is what people do. It is
transmitted in two ways verbal and
nonverbal. There are variables that
can have implication in customer
roxemics, this service, for example p
is the space between two persons.
This kind of things can depend in
the culture or country,
Word Meaning Sentece Picture
Internal
Customer
All those who work inside the
company.
My uncle works in
Telgua, he is an internal
customer.
External
Customer
All those who are outside the
company and with whom we
do business.
I was an external
customer whenever I go
to Walmart and buy
food.
Word of
mouth
Personal opinion or
recommendation given
orally.
Words of mouth are
important because this
way we can see how
our customer visualize
us.
E-commerce
Purchasing and selling online.
This days E-commerce
means most of the sales
for some companies.
Reliability
Capable of being relied on;
dependable
Buying a Suzuki car for
me is having a reliable
car.
Durability
Able to perform or compete
over a long period, as by
avoiding or overcoming
injuries.
The best companies
guarantee the durability
of their products.
Advertisings The activity of attracting
public attention to a product
or business, as by paid
announcements in the print,
broadcast, or electronic
media.
Companies spend a lot
of money in advertisings
to attract more
customers.
Quality Degree or grade of excellent. The quality of your
products can keep your
customers satisfied.
Customer One that buys goods or
services.
I became a customer
whenever I buy thing in
a store.
Service
Work done for others as an
occupation or business.
A good service helps to
maintain or retain
customers.
Good Will
The positive reputation of a
business viewed as an asset,
equal to the excess cost
required to acquire the
business over the fair market
value of all other assets.
Costco has acquired
considerable goodwill for
its excellent service.
Globalization To make global or worldwide
in scope or application.
Globalization make
possible to the customers
to have their favorite
products everywhere.
Customer
Service
Provision
of service to customers before,
during and after a purchase.
With a good customer
service companies
ensure
client's satisfaction
Improvement
analysis
An analysis in different
aspects, to improve in a
particular industry at a
particular time.
An improvement
analysis helps industries
to be better than
before.