WINTER Template
CUSTOMER
SERVICE
01
Alejandra María Loranca Melgar
02 PICTIONARY
Benchmarking: Comparing to others.
Blog: website containing a writter’s own
experiences,
observations or oppinions.
Click Path: Sequence of hiperlinks.
E-service: Services given by internet.
FAQ: frenquently asked questions.
Knowledge Base:
concepts, data, objectives,requirements, rules,
and specifications.
Live chat: Communication over the Internet thet
offer a real time transmition of messages.
Online forum: Online discussion where people
hold conversations by posting messages.
02 PICTIONARY
Social Network Sites:
ebsite that allows you to connect
with friends and family, share
photos, videos, music and other
personal information.
Spamming:
Sending unwanted, and
unnecesary messages.
Web chat: System that allows users to communicate in
real time using easily accesible web interfaces.
03 Web Page and Electronic
Communication Internet has provided a new avenue for delivering customer
assistance. Customers can answer their own questions. Email
provides delayed answers to customer inquiries.
SUCCESFULL E SERVICES:
Web site uptime
Easy navigation
Server speed
Personal touch
Appropriate site design
Benchmarking
Traffic monitoring
Adaptive knowledge bases
Proactive communication
Customer loyalty programs
03 Listen to Your Customer
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 menaing to the patterns of energy we “”hear”.
What contributes to listening?
Internal
Elements
Enviormental
Elements
Interactional
Elements
• We need to have the ability
to listen and makes sense
of the sounds we are
listening to regardless of
the distractions around us.
• The term gatekeeper
refers to one who
previews incoming
information to determine
if communication is
appropriate.
04 Use the Telephone Well for
GOOD SERVICE
• people are operating blind when on the phone.
• people who answer calls from customers are often among the lowest paid in the
organization, yet they are the voice and image of the entire company to customers.
ACTION TIPS:
Check Your Phone Use Attitude
Contact and Compare Your Company
Avoid Unnecessary Call Screening
Answer with Professionalism
Answer Promptly and Be Prepared to Handle Calls
Use Courtesy Titles
Thank People for Calling
Be Sure the Conversation Is Finished before You Hang Up
Smile
Handle the Upset Caller with Tact and Skill
Modify your Tone, Loudness, and Pitch to maintain your listerner`s attention.
Telephone contact is often the first impression a customer gets of your company.
Many people are phone-shy—they see calls as interruptions.
Use call screening only when necessary, not as a way of projecting power.
04 Use Friendly Web Sites and
Electronic Communication
The Internet has become the place for searching and shopping.
Every day 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 Web site continues to come down.
The Internet is:
1. A perfect sales channel
2. An excellent channel for pre-sale
3. Effective post-sale customer support
self-service is when customers take care of themselves using knowledge bases.
• Structured knolwedge bases are organized into a question-and-answer format.
• Unstructured knolwedge bases are repositories of customer interaction.
You can aswer by: HYPERLIKS OR MULTIWORD SEARCHES.
*Today`s customer expects efficient access to answers.
Customer expect from companies to provide them personalized products or services. They
also expect Integrity, collaboration, entertainment, speed, and innovation from companies.
05 Burger Supreme
1. What is Burger Supreme dedicated to? What do they sell?
For 20 years Burgers Supreme has served the residents of Utah County with their award
winning charbroiled hamburgers, fantastic french fries and world renowned fry sauce and now
you can enjoy this world class food without going to the restaurant!
3. Locate a link that mentions customer loyalty towards Burger Supreme.
http://burgerssupreme.com/clientreviews
4. Analyze the link mentioning important information.
It includes videos and comments with client reviews which clasify this restaurant as excellent.
5. Would you like to go to Burger Supreme or do you prefer going to fast food hamburger
chain? Explain.
I would like to go to Burger Supreme because I haven`t go there in my life, and I like to taste
new food, and have new experiences, I seems to be a good restaurant, and to be worth it to go
there. But I have some concern to go there because I don't know it, and may be it would be
better to go to a place I already know.
6. Using the reading answer the following: page 12
Who are the owners of BS?
Steve and Debby K.
Are the actors active in the business?
Yes, they are present in the whole process of the hamburger making, and the service
05 Action Tips
ACTION TIP 17- MAKE YOUR GREETING MESSAGE EFFITIENT.
Keep your greeting message current and not to clever. This recorded messages
may also ask for information from caller, but try not to ask too much. Also, be sure
that the caller will return the call.
Whenever you leave a message: say your name, time and day you call, a brief
explanation of why you’re calling, and your phone number.
ACTION TIP 18-LEARN TO USE YOUR PHONE’S FEATURES
Now a day’s technology includes lots of innovatinf technological features, and
people has no idea of how to use them, so it is very important to learn the uses we
can give to that features.
Customers can get dissatisfacted when there is an inability of employees to use the
features of the telephone; and when shortcomings in treating customers with
highest degree of courtesy.
It is important to train the employees to know how everything works.
ACTION TIP 19-PLAN YOUR OUTGOING CALLS FOR EFFIENCY
Try to maje business calls concise without being court.
05 Listening homework What two things can generate communication problems?
Noise.
The use of gatekeepers.
What does CAA stand for and what does it mean?
Counter-Attitudinal Advocacy: To take other’s people position. Used to reduce degree, and it forces you to listen
objectively until you truly understand.
To express a point of view that runs counter to your own attitude
Mention, describe, and explain in your own words the three Action Tips that you consider the most
important.
Action Tip #1:
Evaluate your talking ratio, discipline yourself to be quiet until the other person finishes talking, because talking
more than what you listen can be a problem
Action Tip #3:
Avoid Fake attention; this is an attempt to be polite while someone else is talking to you.
Action Tip #6:
Bite your tongue before you interrupt.
Sometimes we tend to interrupt because we’re impatient, but interrupting can damage a conversation,
especially if we interrupt in the middle of it.
In your own words define the following:
Faking attention: To simulate that you’re paying attention, when you really aren’t
Listening capacity: Is the ability to listen what other people say, paying attention to it, without
interrupting.
Noise: Is an environmental element that can affect the communication. Sounds which are irrelevant in a
conversation.
Gatekeepers: Person who previews incoming information to determine if communication is okay. Is he
person in the principal door who is in charge to transmit the most important information
Wide asleep listener: Is the person who fakes attention when someone else is talking.
Habit: The tendency to act in a particular way. A custom you establish or a learned behavior.
05 Action Tips homework Action Tip 1-Be there and be quick
It is not nice for customer to log in the company’s web page and wait a long long time for it to get completely loaded, so it
is very important to have a page loading time as fast as posible. Customers can get a bad image of the company if the
web page its too slow or difficult to use.
Action Tip 2-Make site navigation simple.
The web site of the company has to be creative, it has to call peoples attention, it has to be fast, but it also has to be so
simple that anybody who gets there would be able to understand how does it Works.
Action Tip 3- Respond quickly
Now a day, customers expect inmediate response.
It is very important to be pendent of customer’s requirements, and answer them as fast as posible.
Action Tip 4-Provide communication alternatives
Customers are not always going to be able ti visit the company if they have any issu, so it is nice for them to have options.
Action Tip 5-Pay attention to fórum and function
Websites should be functional ans visually pleasing.
05 Homework
If, in fact, the Internet can provide many more ways that devices can communicate with each
other, what are somo implications for customer service?
This can make customer service much more efficient, because the company i sable to have a
faster communication with clients, and it is not necessary for the customer to visit the company
to solve any problema o doubt he or she has.
What kinds of new expectations might customers hold regarding online repairs, adjustments,
and new features?
Customers might expect home delivery service for some restaurants.
The can also expect a facebook or twitter page where the can make commets about the service
of the campany.
For customers it would be awsome if they can buy any product from their houses without feeling
insecure about it.
Describe how such futuristic online services might possibly affect organization you work in or
are familiar with. Be creative.
This affects because customers get too lazy because they dont even have to go out of home to
have communication with the company, so they wont go to the company any more.
THE END
CUSTOMER
SERVICE VIRTUAL
PORTFOLIO
ALEJANDRA MARÍA LORANCA MELGAR
10TH BACH. SECTION C
KEY NUMBER 10
CUSTOMER SERVICE
MISS ANA LUCÍA