portfolio unit 2
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Luisa Mollinedo 4to CCLL "C" KEY: 14TRANSCRIPT
Portfolio Unit 2
Luisa Mollinedo #14
4to Bach CCLL “C”
Customer Service
Index Pictionary……………………….………………………………………….…….....2
Summary of each topic…………………………………….…………..………...4
Homework……………………….……………………….………………………...16
Reflective Essay……………………….……………………….…………………..21
Pictionary Word Definition Picture Sentence
Benchmarking
Comparing with
others.
The company
of Esika
always is
benchmarking
with Avon.
Blog
Web site
containing a
writers or group of
writers, own
experiences
observations,
opinions, etc,
Every
company
needs a blog
to expose
their products.
Click path
Is the sequence of
hyperlinks, one or
more website,
visitors, and follows
on a given style,
presented in the
order viewed.
Wikipedia use
a lot of click
path, which
help us to
understand
better the
topic.
E-service
Represents one
prominent
application of
utilizing the use
of information and
communication
technologies (ICTs)
in different areas.
Every
company
most has an e-
service, to
satisfy
customers.
Live Chat
A kind of
communication
over the internet
that offers a real
time transmition of
text messages
from sender to
receiver.
Yesterday I
had a live
chat with my
Italian friend.
Online Forum
Is an online
discussion site
where people can
hold conversations
in the form of
posted messages.
In the school,
the teachers
use online
forums to be
in contact
with the
students.
Social
Networking
Sites
Is the phrase used
to describe any
website that
enables users to
create public
profiles.
The social
networking
sites help use
to be in
contact with
our friends
and family.
Spam
Is flooding the
internet with many
copies of the
same message.
On the
internet there
is much spam.
Web Chat
A system that
allows users to
communicate in
real time using
easily accessible
web interfaces.
The web chat
allows us to
be in
communicate
with the work,
etc.
Investor
Person who has
the capital.
Luisa is the
investor of the
company.
Entrepreneur
Is the process of
identifying and
starting a new
business venture
Guatemala
needs a lot of
entrepreneur
to success.
Business Plan
A formal
document that
have all the
information.
Every
company has
a business
plan.
Gatekeeper The person who
previews incoming
information to
determine if
communication is
appropriate.
My cousin
works as a
gatekeeper in
the university.
Summary of each Topic:
HEARING is purely physical activity by which sound waves are sent to
the brain for understanding.
LISTENING refers to the psychological processes that allows us to attach
meaning to the patterns of energy 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—the words need to make sense.
Internal Elements affecting Listening:
o Trying to hear in a noisy environment.
o Dealing with a static-filled phone line.
o Encountering people who speak too softly.
Environmental Elements affecting Listening:
o Individual Listening Capacity.
o Thousands of messages call for our attention every day.
o Since we can listen faster than people can speak, we sometimes drift
off.
Noise:
Refers to those sounds that are irrelevant
to the conversation. Also can be the
internal and environmental elements.
The use or misuse of Gatekeepers:
o If the message appears
nonessential the gatekeeper keeps
it from getting to the person.
Personal Conclusion: I think that is very important to listen everybody, and
don’t get distracted by the environmental and internal elements that affect
the listening. And we have to learn to ignore (not completely) the noise that
interrupt the conversation.
Benefits and Drawbacks of Telephone Communication:
People are operating blind when on the phone.
The people who answer calls from customers are the voice and
image of the entire company to customers.
Two significant Drawbacks:
Many people have never learned the basics
of telephone courtesy and effectiveness
necessary to convey a good business image.
People cannot see the person they are
dealing with.
Action Tips:
Check Your Phone Use Attitude
Using a self-evaluation can help you to improve your telephone
techniques.
Contact and Compare Your Company
Callers create first impressions and draw immediate conclusions
about the person’s or company’s efficiency
Avoid Unnecessary Call Screening
Screening means having someone answer for you, acting as your
gatekeeper.
Answer with Professionalism
Identify yourself when answering the phone, use names, and good
business etiquette.
What to do and Say (Action Tips):
Answer Promptly and Be Prepared to Handle Calls: Answer soon to
convey efficiency.
Use Courtesy Titles: There is no downside to addressing people politely
and formally.
Thank People for Calling: Never underestimate the power of kind
words
Smile: People can feel the smile in your tone.
Be Sure the Conversation Is Finished before You Hang Up:
o Have a polished way to signal the end of a conversation.
o Handle the Upset Caller with Tact and Skill
Modify your Tone, Loudness, and Pitch to
maintain your listener’s attention.
Use call screening only when necessary, not as a way of projecting
power.
Personal Conclusion: It is important to know how to answer a telephone,
because it’s the first impression about the person’s or company’s efficiency.
Also due to the people can feel the smile in our tone. The person that
answers the call has to be friendly, and polite.
If you’re not in the web, you’re not in business:
Every day millions of people access it worldwide.
The cost of creating and maintaining a Web site continues to come
down.
Web-based Customer Service:
The Internet is a perfect sales channel, an excellent channel for pre-
sale, and also an effective post-sale customer support.
Self-serve common Answers:
Self-service is when customers take care of
themselves using knowledge bases.
Knowledge bases are databases of answers to
frequently asked questions FAQs.
Knowledge Bases:
Make it possible for customers to
answer their own questions.
Self-learning knowledge bases
constantly update themselves based
on customer questions.
Structured or Unstructured:
Structured knowledge bases are organized into a question-and-
answer format.
Unstructured knowledge bases are repositories of customer
interaction.
Types of Answers Available:
Hyperlinks are those words or phrases that you can click on to get to
another place.
Multiword searches of the FAQs are the collective wisdom regarding
the product or service.
Delayed Answers:
Email: Is one-way communication, the
possibility of misunderstanding is high, and it
takes time to respond to each customer.
Web Chat and Live
Chat:
Live Chat: Requires lie people
available to the customer and this is
expensive.
Web Chat: Like blogs, which it
becomes an online forum for discussions.
Personal Conclusion: The use of web sites and
electronic communication is very important
in every company, due to allows to improve
the communication between the customer
and company. Also these pages help us to
know more things about a business, and
allow us to know the answer of something
that we don’t know.
Internet has provided a new avenue for delivering customer assistance.
Online knowledge bases should be dynamic constantly adapting.
Web analytics and benchmarking provide
data for constant improvement of your Web
site´s effectiveness.
Web-self-service has a significant cost
advantage over traditional customer service
channels.
E-services are not only cost-effective,
but they can provide additional benefits.
However, poorly managed e-services can
negatively affect the business image.
Successful e-service factors:
Web site uptime Proactive communication
Customer loyalty programs Adaptive knowledge bases
Easy navigation Traffic monitoring
Server speed, benchmarking
Personal touch
Appropriate site design
Personal Conclusion: The web pages of a business have to be dynamic,
because if it is boring they can lose some of their customers. E-service can
provide some benefits if it’s well managed; however if it is bad managed
can negatively affect the business image. The email is one-way of
communication that can takes time to respond to each customer, so it is
necessary to use another alternatives.
Homework:
Homework a) If, in fact, the Internet can provide many more ways that devices can
communicate with each other, what are some implications for customer
service?
Entertainment systems could be manageable through the network
and even household and office devices can be controlled via mobile
phone.
Third parties can build software that services those devices, interacts
with them, and manages them. And in this way they can create an
application that allows providing good customer service.
The people can see new product announcements that involve
networked devices almost daily.
b) What kind of new expectations might customers hold regarding online
repairs, adjustments, and new features?
I think that they could feel comfortable, because they can check all the
products and also repairs something online, without living home.
c) Describe how such “futuristic” online services might possibly affect an
organization you work in or are familiar with.
There would not a personal communication.
If it is a restaurant, there would not a lot of persons in there, because
the people would prefer don't go out their home.
The service of the organization would goes down.
Summarize:
The use of the internet actually is very important, because is a perfect sales
channel, etc. The online knowledge bases make it possible for customers to
answer their own questions; and also the web chat allows customers and
service representatives to carry on two-way communication. The E-services
can improve customer relationships. Some disadvantages of the internet, it
is that in some cases the people prefer personal communication; E-services
can affect the business image, due to the poorly managed. The problem
with Email is that it is one-way communication, and it takes time to respond
to each customer.
I’m not opposite of the technology or the use of websites, but I prefer to
have a personal communication, due to in some cases the internet is slow,
and that makes that the improvement of my problem takes more time.
I think that the use of the web can affect the image of the organization.
Homework 3:
Homework 4:
Reflective Essay During this unit, I have the opportunity to learn how to answer the
telephone, the importance of the web sites, and electronic
communication, and that these tools are not only useful to be in contact
with friends and family, also are useful to ask something to the company
that you want, and in this way you can have the answer in seconds.
I think that what I learned in the second unit will help me to answer in a
good way the telephone, and to handle the Upset Caller with Tact and Skill,
due to callers create first impressions and draw immediate conclusions
about the person’s or company’s efficiency. I hope that the third unit be
more dynamic, because sometimes the class become a little bit boring.