Portfolio Unit IIICustomer ServiceEstefanía Cardona Key No. 410th grade CCLL»A»

Index• Unit Reflection………………………………………….… 3• Big Companies Buy Small Brands with Big

Values….....………………………………………………….. . 4

• Insight into Emerging Trends in Customer Service…………………...........……………..…………………. 7

• Recognize and Deal with Customer Turnoffs…………………………………………………… 15

• Pictionary….......................................................................................................... 27

• Extras……………………………………………………….... 28

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Unit Reflection

• This unit I learn a lot of new vocabulary. This unit was related with good relations with the customer and the characteristics of a good company. Also how a company improves if it have technology, offer the customers personalization, and know how to manage globalization. Basically this unit was enfocated in customer satisfaction, customer motivation and also customer turnoffs, and how to manage in a good and assertive way the turnoffs. Sincerely, I don’t like this unit to much cause I feel I don’t assimilate well all the information, but I am glad that this unit the homework was less, and the classwork was more making the class more effective and productive.

Big Companies Buy Small Brands with Big Values

• Even in challenging economic times, consumers have shown they are willing to pay a premium for “natural” products, organic foods, green-friendly products, and the like that carry a cost premium. Such values oriented-companies make customers feel good, and big marketers want a piece of this profitable trend.

• In 2000, the large agribusiness conglomerate Unilever bought the flavorful Ben & Jerry`s ice cream company. Today, the company ads remind customers of shared values when they promote family farms, a dairy source for Ben & Jerry^s ice creams. Colgate bought 84 percent of Tom`s of Maine, the all-natural personal care brand based in Kennebunk, Maine. Tom`s was a small company with a social responsibility message. French cosmetics giant Lòreal bought London-based retailer The Body Shop, a personal care chain known for its avoidance of animal testing and its support for human and animal rights causes. Large companies recognize the added value the customer of these formerly small companies received.

• Many customers today appreciate the notion that what`s good for you and good for the planet is the ultimate win-win. Being a consumer of companies that share you values can make you feel selfless.

SUMMARY• Even in difficult economic times, consumers show they are capable to pay what ever they need to pay for “natural” products and green-friendly products. And is positive for all the company economic benefit, the customer satisfaction and the take of care of the environment.

INSIGHT INTO EMERGING TRENDS IN CUSTOMER SERVICE

A Peek into the Future

• The term insight refers to an understanding based on identification of relationships and behaviors within a context or scenario.

• Our context is customer service and our scenario assumes changes that are rapidly becoming realities.

Insight

• Significant impact on customer service and loyalty:

• Personalization

• Technology

• Globalization

THREE AREAS OF CHANGE

• Customers will no longer accept to be treated as a demographic category. They will not accept a “one-size-fits-all” mentality.

• They will demand – and get- individually specified products and services.

• Sucessful companies will adapt to these new demands. They will treat each customer as an individual with special needs and wants.

Personalization

• It is the engine that will allow much of this customization. However, it is not the only driver to change in the coming decades. It has reshaped expectations dramatically in the last few years.

• Example: credit cards

Technology

•Young people are becoming active consumers, while the baby boomers are creating a huge number of active 60-plus buyers.

Customer Demographics

• The global economy will requier many businesses to be more aware of a broad range of cultures. The demands for personalization will continue to be complicated by the canging nature of customers and employees as groups.

Globalization

Summary • The term insight refers to an understanding

based on identification of relationships and behaviors within a context or scenario. The three areas of change are globalization, perzonalization and technology. Other important fact that companies have to know is that young people are becoming active consumers. In conclusion, The demands for personalization will continue to be complicated by the canging nature of customers and employees as groups.

Recognize and Deal with Customer TurnoffsPeople remember about a 1/3 of what they read, 1/2 of what they are told, but 100 percent of what they FEEL!

• Pet Peeves: irritation and/or annoyance• Turnoffs: negative experiences• People will always tell you some pet

peeves about their experiences as customers when asked, they will easily recall situations where they feel they were treated poorly, or where they bought products or services that just didn´t measure up.

Recognize Pet Peeves about Customer Service

Being ignored or receiving rude or indifferent service

Having to wait too longPoor-quality work (especially on repair

jobs)Sale items that are not in stockMerchandise prices not marked, forcing a

price check at the cashierDirty restuarants or bathroomsPhone calls put on hold or forcing you to

select from a long menu of choicesEmployees lacking product knowledgeHigh-pressure sales tacticsInflexibility when you make a request

Common Turnoffs

• Value Turnoffs• Poor guarantee or failure to back up products• Quality not as good as expected• Price too high for value received

• Systems Turnoffs• Slow service or help not available• Business place dirty, messy, or cluttered• Low selection or poor availability of product

• People Turnoffs• Lack of courtesy, friendliness, or attention• Employees who lack knowledge or are ot helpful• Employee appearance or mannerisms

CATEGORIZING TURNOFFS

Value is part to a pruduct´s quality related to its price.

(If you pay more money, you expect better quality.)

The value proposition is what the company intends to exchange with its customers. It is an executive decision

Poor guarantee or failure to back up productsQuality not as good as expected Price too high for value received

Value Turnoffs

Systems turnoffs have to do with any process, procedure, or policy associated with getting goods and services to customers (deliver).

Company location, layout, parking facilities, phone lines

Employee training and staffingRecord Keeping (including computer

systems for handling customer transaction)Policies regarding guarantees and product

returnsDelivery or pickup servicesMerchandise displays Customer follow-up proceduresBilling and accounting processes

Systems Turnoffs

Systems turnoffs must be addressed by managers who have the authority to spend money to fix them.

Systems turnoffs happen when company processes irritate or inconvenience customers.

Making things too complicated for customers can cause systems turnoffs.

Improvement in product selection, business location, policies and procedures, customer convenience and comfort efforts, staffing, employee training, and technology systems.

•Customers are easily turned off by inappropriately slow service.

Develop from communication problems (verbal and nonverbal).

Employees who fail to greet or even smileEmployees chatting (themselves or (cell)

phone) People who give inaccurate information

lack of knowledgeHigh pressure sales tacticsDirty or sloppy work locationsBehaviors that project a rude, uncaring

attitudeEmployees dressed inappropriately or poor

groomingEmployees with body piercing, tattoos,

etc. *(depends)Uncomfortable communicated messages

People Turnoffs

1. Reduce or eliminate value, systems, and people turnoffs (listen to complaints and work on them).

2. Exceed customer expectations to create a positive awareness. So that customers move from the indifference zone to the motivated zone.

Dissatisfied ---- Satisified ----

Motivated zone of indifference

Customer Loyalty in Two Steps

Customer turnoffs are correlated with customer satisfaction and loyalty.

Value Service Recovery◦Showing customers that you care is fundamental to

building loyalty.◦Service must be seen as the essence of your business,

not a side function.◦Emotional connectivity ◦Positive signals to customers◦Sensitive to customer emotions◦Listen with interest

CREATING LOYAL CUSTOMERS

SUMMARY • Customer turnoffs are correlated with

customer satisfaction and loyalty. So if a company want to avoid turnoffs it should provide the customer quality and excellence , not only service also products, with a fare value. In this way it could avoid personal, system and value turnoffs. Providing the customers meaningful experiences, keeping them in the zone satisfaction or even better in the zone of motivation.

Pictionary

WORD DEFINITION IMAGE

Customer turnoffs

An unsatisfactory experience witjh a

company.

Emotional connectivity

Connect with the customers undrerstanding

their ideas.

Engagement An arrangement to do something, or to be

somewhere.

People turnoffs When the employees of a

company lack of emphaty.

Satisfaction versus

motivation

Satisfaction y only like fill the expectatives , but

motivation y fill more than what the customer

expect.

WORD DEFINITION IMAGE

Systems turnoffs

Lack of productivity in the system of a

company, like in all the areas of a

comany.

Value proposition

A reason given by a seller for buying their particular product or service, based on the

value it offers customers.

Value turnoffsWhen a quality of a product or aservice dosen`t equivalate

with the value.

Zone of indifference Satisfaction.

WORD DEFINITION IMAGE

Volatile Explosive, changeable

Fickle Likle to change

Hyper connectivit

y

Arising from the studies of a person to person and perosn to

machine communication in network organizations and network societies . Use of multiple means

of communication.

Transparency

Lack of hidden agendas and conditions, accompained by the

availability of full information required for collaboration.

Transactions

An instance of process of cunducting

bussines,negotiations,etc, to a conclusion or settlement.

WORD DEFENITION IMAGE

InteractionsThe activity of being with and talking to

other people and the way the people react

to each other.

Hackers A person who engage in an activity without

practice or skill.

EmpowermentA management

practice of sharing information ,reward

and power with employees.

Vacation policies Rules implied in company for

employees in a period of suspension of work.

•Meaningful experiences•Altruistic tasks•Serendipity•Radical•Social interactions•Consumerism•Paramount

WORD DEFINITION IMAGE

Meaningful experiences

Having a great time on something that happen or

that is lived.

Altruistic tasks Work assigned taking care of the walfare of others.

Serendipity An aptitude for making desirable discoveries by

accident .

RadicalGoing to extrems,

especially as reguards change from accepted or

traditional forms.

WORD DEFINITION IMAGE

Social interaction

s

The maner in which people talk to and interact with

one other.

Consumerism

Organized-efforts by individuals, groups, and

governments to help protect consumers from

policies and practices taht infringe consumers rights to

fair bussines practices.

Paramount Above others in rank of autority.

Credibility

The degree to which people believe and trust what other

people and organizations tell them about a

particular product or service.

• • •

WORD DEFINITION IMAGE

Perceived value The value of a product based on how much customers want or

need it, rather than on its real price.

Warranties

A written promise from a company or a person to repair or replace a product that you buy

from them if it develops a fault within a fixed period of time.

Intrinsic value The real value of a

company, asset, etc., which may not be the price it could be sold

for now.

Extrinsic value

The value of something based on

such things as appearance or what it

could be sold for, which may not be its

real value.

WORD DEFINITION IMAGE

TangibleReal, existing; able to

be shown or experienced.

Intagible

Used about a feeling or quality that does

not exist in a physical way, or that is

difficult to describe.

Add-ons

An extra part that is added, especially to

an officially organized plan, system,

agreement, etc.

ValueThe amount of money

that something is worth.