Virtual Portfolio

Customer Service

Sofía Cabrera 4to Bach “B” clave 4

2014“Good Customer Service makes your company the best company”

1. Improvements Analysis

Company name: Subway

Improved product reliability: the company can have better options

Improved product durability: they can preserve the vegetables in a better way.

Reduction in the number of complains: give polls to the people and ask them to write the things the company can improve. Have a better costumers´ service.

Reduced waste and products returns: make a plan of improvement. Ask people exactly what they want, before they change their minds and ask for a different thing and throw away what you already started.

Improved image: make better commercials, and better propaganda.

Improved staff moral and lower staff turns over: They could organize a meeting once a month to talk to the employees and make them better persons to work there.

Reasons for choosing it: Because we have been in subway and we haven’t been fully satisfied with the customers’ service.

Ways of improving:

Better ways of selling their product. Improve costumers´ service Improve their product Improve in the way the personal or staff treats the customer.

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2. Ethics Presentation (Presentation, Investigation, and Reflective Essay) 

Kentucky Fried Chicken

• KFC was founded by Harland Sanders; he began selling fried chicken from his roadside restaurant in Corbin, Kentucky.

• KFC is the second largest chain of fast food restaurant in the world.

• KFC was one of the first fast food chains to expand internationally.

"Nobody does chicken like KFC" and "So good. “

• Chicken products, chicken fillet burgers and wraps, as well as salads and side dishes such as French fries and coleslaw, desserts and soft drinks.

• KFC has been criticized by its animal welfare record, obesity and damage of the environment.

Dangerous Ingredients

• KFC suppliers cram birds into huge waste-filed factories, breed and drug them to grow so large that they cannot even walk, and often break their wings and legs. It becomes genetically manipulated organism. The recipe for the KFC chicken batter is flour, sugar, salt, black pepper and monosodium glutamate (MSG). All by itself, this is a recipe for chronic degenerative disease because the flour and sugar are highly processed, and the MSG is a toxic that Dr. Russell Blaylock links to obesity, cancer and neurological disorders.

CHICKEN WITH RATS, PAYING FOR DISEASES

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• The chain of restaurants of Kentucky Fried Chicken had closed 13 restaurants after a video was uploaded into the Internet and presented in television- shows in which you can see a plague of rats in their kitchens.

• According to Ontario University the rats can cause many diseases such as bubonic plague, salmonella, rat-bite fever, leptospirosis, tape worms. Consequently, the shares of the company have fallen into the Stock Exchange, for criticism and rejection around the world.

• It is not the first time this restaurant is criticized for the anti-hygiene and improper handling of inputs for food preparation.

KFC ordered to pay $8m to brain-damaged girl

• Seven-year-old Monika Samaan became seriously ill after eating the chicken wrap at the Villawood KFC in 2005, suffering brain damage by Salmonella that has left her confined to a wheelchair and unable to speak.

What is Salmonella?

• Salmonella is a disease causes by bacteria (salmonella) found in the intestinal tract that causes food poisoning. It is infected usually by bad sanitation, contaminated water or food and negligence.

It symptoms are gastroenteritis and fever, people recovers by treatment but in some cases the ones with a weaker immune system die.

• Justice Stephen Rothman found in favor of the family last Friday, and this afternoon he ordered the fast-food giant to pay the family $8 million in compensation plus costs.

• Unlike Monika, who was in a coma for six months and in hospital for seven, her parents recovered.

• Mr. Samaan had given up his job as a forklift driver so he could help look after Monika

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3. Reading Comprehension (sentence completion activity

Customer Service Reading Name: Sofía Cabrera Grade: 10th B CCLL Key: 4 Date: 16-2-15

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 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:

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D

B

A

F

G

C

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.

1. Branches: A location, other than the main office, where business is conducted.2. Shutting Down: To cause to stop operating3. Staff: Employees of a company4. Outlets: a commercial establishment retailing the goods of a particular producer or

wholesaler5. Primary: Main6. Recruiting: To supply with new members or employees.7. Scripts: To prepare (a text) for attending a client.8. Rapport: Relationship, especially one of mutual trust or affinity.9. Demand: To claim as just or due10. Pre-empt: To take the place of; displace

Then, write a short paragraph defining why you believe Customer Service is important in business.

Customer Services is very important in every company because that is how you keep your business successful, keeping your clients happy, by giving them a good customer service. If they are happy with the service they will come back and they will use word of mouth and the company will be more successful.

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4. Presentations and Summary

Summary:The importance of Customer Service

Now days, companies are growing so fast just with one clever product they sell. Companies stop caring about how the customer feels, thinks and wants, they just make it pretty and put it on sale.

What I learned was that companies each day are caring less how the customers react when they buy products. Companies lie about what they sell and people buy but don´t know the truth of what they are eating, for example Chinese food. This type of food is not so expensive for customers and is very common, but the restaurants are lying, instead of going their clients chicken, how they are supposed to, they give them rat meat. The reason of doing this is because it is very dangerous for people. Besides it is very easy to find rats everywhere. They can just find them on the street and save plenty of money. Rats are carriers of illnesses that can kill the customer.

So, a bad customer service can make you lose everything by a demand from an unsatisfied client, or a mad customer. Customers´ Service is one of the most important parts of the Business or Company you have, word of mouth is always one of the fastest ways everything can be spread out.

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5. Pictionary

Word Definition Sentence Picture

Word of Mouth is the passing of information from person to person by oral communication

Our product became very famous very fast by word of mouth.

Customers Relationship

is a model for managing a company’s interactions with current and future customers

It is good for my company to have a good customers relationship

E-commerce is a type of industry where the buying and selling of products or services is over electronic systems such as the Internet and other computer networks

E-commerce is one of the most easiest ways of buying or selling.

External costumers

Are the customers who are not part of the organization. They indirectly receive products and services from the organization

We have more external customers, and we think that is good.

Internal costumers

A customer within your company who uses your products or services

Our internal customers are really loyal.

Good will friendly, helpful, or cooperative feelings or attitude.

When you have good will you succeed.

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6. Index

Improvement Analysis……….…………………………………………………………1

Ethics Presentation…………….…………………………………………………...2,3,4

Reading Comprehension………….……………………………………………….…5,6

Presentation and Summary………….…………………………………………….......7

Pictionary…………….…………………………………………………………………..8

Extra Info……………………………………………………………………………….10

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7. Extra information

Impact of E-Commerce on Word of Mouth

The use of social-electronic media are ways to spread the word, it is simpler by forwarding e-mails, posting on Facebook, Twitter, Vine, Instagram, Tumblr.

Golden RuleCustomer service is the decisive battle ground where winners and losers are quickly sorted out.

Good and Bad Quality How they can improve products, what can they do that might lead them to success.

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