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Index

Improvement Analysis ………………………….................................Page 3

Restaurant “La Granja”………………………………………………………Page 4-5

Restaurant “Pizza Hut”……………………………………………………..Page 6-7

Customer Service Reading……………………………………………….Page 8-10

Summaries…………………………………………………………………………..Page 11-12

Pictionary …………………………………………………………………………..Page 13-14

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Improvement Analysis

I think next unit I will like to learn more of what is the customer

loyalty, I learn that having a restaurant is not just have it, you have

to take care of it and take care of you employees, I have learn that

the word of mouth is the most important thing when you have a

restaurant because if you give a bad word of mouth you lost at least

67 customers.

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“La Granja”

In our days most people eat fast food or eat in restaurants. This is an

easy way to eat when they are working, but what they don´t know is

that, no matter how clean the place is,

they don´t know how they prepare the

food, or they don´t know what the

specific ingredients are. One of those

cases of a bad and unhealthy restaurant

is "La Granja".

Last Year in January 2013, the restaurant "La Granja" Was forced to

close because of different reasons. Some diners realized the

unhealthy and inappropriate state of the place.

The diners went to the restaurant and tried to inspect how the state

of the restaurant was, but the boss of "La Granja" didn´t let them in

because he knew of the bad state of the place. The diners demanded

an inspection and he finally let them in.

When the diners inspected, they knew that the entire place was dirty

and the containers where the food

were had insects, a very bad smell,

and the majority of food was rotten.

Also they found some chicken and

potatoes with mushrooms were also

rotten.

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We think that it was the right decision to close the restaurant

because the customer can get a stomachache because of the food.

The owner of the restaurant should have given a better quality and

cleanness on his food so the customer will like to come back when he

want a delicious food to it, if you don’t give a good product to the

customer, he wouldn’t like the food and he will never come back plus

he will give a bad word of mouth of the restaurant.

Conclusion

"La granja" could have a delicious food and clean place but the way

they prepared the food was not the correct, thats the reason why

"La granja" was forced to close the restaurant. So now that they

already know that is not only to have a clean restaurant with good

food, it is also to use healthy ingredients and in good condition to give

them a good quality to your customers.

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“Pizza Hut”

Reason for choosing it:

Pizza hut is a restaurant that many people know, it's a very famous

but sometimes their service is not that well as in the TV show

commercials. Their service can change depending on the people who

are working in Pizza Hut. Also we already had experiences that were

not that kind of good for us, and made us change our minds of how

good Pizza hut can be.

Improvement Analysis:

Improved product reliability:

One option to improve the reliability of the product, might be to

include the ingredients, of the food that are in the menu, not only

ingredients, also the calories, the vitamins, etc. Of course if they

include this, they have to cook the pizza with better ingredients, to

make it more attractive. Another option for improve might be,

decorate or give in some special way the food, like given the food in

better and clean dishes.

Reduction in the number of complaints:

When a customer complains about something the best thing a

company can do is to give the reason to the customer, at the end the

only thing that is important is to make happy the customers, they are

the reason of the company. For the reduction of complaints, a

company first has to have a excellent personal and product. Second if

a customer is not okay with something the persons who work in the

company have to attend the problem and make the customers feel

comfortable and finally, try to solve the problem.

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Reduced waste and product returns:

Pizza Hut can reduce the waste making just a few of pizzas the ones

that they think they will use at the time when the quantity of the

pizzas is getting over they do more there we will reduce the waste.

We can reduce the product returns by giving the customer a good

product and the product he order, if we give the customer the wrong

order they will get mad and he will give a negative Word of mouth.

Improved image

We can improve the image by giving it a different box that can make

the pizza a little bit hotter and delicious, they can make a new logo

with brighter colors, so people will be more attracted to try the

product. Also they can have a slogan that attracts costumers.

Improved staff morale and lower staff turnover

The staff morale will always be as the people feel with the company it

they don’t feel comfortable they will not give the best they can. The

key is on making the worker feel comfortable with the other workers

and with the company, if we improve that we will reduce the staff

turnover because it will not be need.

REFLLECTION:

When you have a restaurant you have to take care about the food

that you are giving to the customers, you can´t give them bad food or

dirty food because it will give a bad impression of the owner of the

restaurant. It is dishonest to give dirty food when you are saying you

will give a really good food.

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Customer Service Reading Name: Maria Alejandra Morales Martinez Grade: 4to. CCLL ¨C¨ Key:

16 Date: 16-04

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. F. 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.

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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. . D 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. B 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. G .

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.

C 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. A 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.

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Additional Instructions:

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.

Then, write a short paragraph defining why you believe Customer

Service is important in business.

Branch: Part of an organization.

Shutting down: To close.

Staff: Persons working at a company.

Primary: Principal.

Recruiting: Teaching

Scripts: Writing.

Rapport: Good relationship.

Demand: to request urgently.

Pre-empt: to acquire in advance of, or to the exclusion of others;

appropriate

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Summary

Use of Behaviors that Encourage your Customers:

All you have to do is to give that little things the customers

don’t ask for.

You have to respect his costumes so they will be comfortable in

the restaurant.

Make them know you are interested in them to feel

comfortable, that you want them to enjoy his meeting.

Respect his personal space.

Take care of what you do your actions will talk for you.

Customer Loyalty:

Is when your customer come back every time he need

something.

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He don’t buy anything in other places he only like your products.

If he is a loyal customer he will give a good word of mouth.

NOT customer loyalty is when the customer is satisfied one day

but then he never come back.

Or when he buy you one day and the next day go with other

business.

Word of Mouth:

The word of mouth is what your customers will said to his

family and friends.

If you give a bad word of mouth you will lose at least 67

customers. If you have a business you have to take really

seriously what your customers think of the business so they will

give a good word of mouth. Always remember that the

Customer service will always be the decisive battleground

where winners and losers are quickly sorted out.

The word of mouth will help you to have more customers

because it is like publicity it is the best publicity you can get.

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Pictionary:

External Customers: External customers are essential to the

success of any business, as they provide the revenue stream through

their purchases that the enterprise needs to survive.

Internal Customers: While internal customers may not necessarily

purchase the products or services offered by their employer, the

internal customer relationship also plays a key role in the business's

success.

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Customer Relationships: Customer relations are the relationships

that a business has with its customers and the way in which it treats

them.

E-Commerce: Or electronic commerce, a subset of e-business, is

the purchasing, selling, and exchanging of goods and services over

computer networks (such as the Internet) through which transactions

or terms of sale are performed electronically.

Facility: The means or equipment facilitating the performance of an

action.

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Goodwill: an intangible asset taken into account in assessing the

value of an enterprise and reflecting its commercial reputation,

customer connections, etc.