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.