Portafolio Unit 2

By: Ana Careen Paola Villatoro

Grade: 4to Bach. CCLL “A”

Efficient use of the

phone

Web page and Electronic

Communication

Pictionary

A Brand new

product

Content Cover Page…………………………………………………………………………………….1

Content………………………………………………………………………………………….2

Use of telephone for good service……………………………….………..3

Web page and electronic communication…………………..………….5

Use friendly web page and electronic communication………..6

Action Tips for Efficient Use of the Phone……………………….10

Web page and electronic communication…………………………….14

Homework……………………………………..…….……………………………………..16

Case of Study……….…………………………………………………………………..18

Homework…………………………………………………………………………………..20

Pictionary………………………………………………………………………………………22

Cup of Coffee…………………………….………………………………………………..24

Unit II (reflection)……………………………………………………………………25

Action Tips for Efficient

Use of the Phone

Action tip15: when calling others, ask: “Is this a

convenient time to talk?”

Ask if this is a good time before you begin talking,

because the person may be involved in something else.

And if isn’t a good time, let the caller arrange a callback.

Action tip 16: Take messages cheerfully and accurately

Read the message back to the caller to be sure of it accurate. And if your phone’s

company has message slip, be sure of:

Be sure of get your full name and verify that is

correct spelling.

Ask the name of the company, because is a way you

can double-check if there is a mistake with the

number.

Ask for the full telephone number, including the

area code, if’s long distance.

Ask if the person is going to leave any message, if

the person can’t communicate.

Say “thank you”, and tell the caller that you would

give the message to the person as soon the person is available.

Take notes of the time, date and add you initials if in case there are any

question, that the messages was taken.

Action tip 17: Make your greeting message

efficient

When you are not available a voice mail or answering machine capture the messages,

that message has to be brief.

The message have to provide you privacy and security

The messages can also ask for information from the callers.

When you leave a message of person’s machine:

Leave your name

Time and date of your call

An explanation of why you are calling

Your phone number

When you callback

Action tip 18: Learn to use you phone’s

features

The customer dissatisfaction with a phone call:

Inability of the employees to use voice

mail systems

Shortcomings in treating customers

The most frequently phone systems are the hold

button and the call transfer. Explain to the

customer if it is okay to put then on hold for a specific time. And when transferring

call to another person, take a moment to explain the reason why. And reduce the

annoyance of having to retell the story, and be open about the caller’s feelings.

Action tip 19: Plan your outgoing calls for efficiency

To create a good relationship with callers is useful

sometimes a small talk. A business call is necessary

to pan what you will say, like:

The reason of the call

A list of information you need to give.

You have to identify yourself and the reason for

the call early in the conversation. In a schedule you

need to put the return calls to people who have

called, because you need a plan when you are going to call back to the person, and be

sure of the lunch hours and long-distance time differences.

Action tip 20: Don’t let the telephone

interrupt important live conversation

When you are talking lives to someone,

assume that the phones is not important,

and if you take the call, always excuse

yourself

Web Page and Electronic

Communication

1. Probes, “The Future of the Internet”

If, in fact, the Internet can provide many more ways that devices can

communicate with each other, what are some implications for customer

service?

Some implications for customer service are that the customer service

has to renew to meet the demands of real clients, creating fresh ways

to get the attention of a technological and spontaneous style.

What kinds of new expectations might customers hold regarding online

repairs, adjustments and new features?

The kinds of new expectations that might customers hold regarding

online repairs, adjustments and new features would be very high and the

company has to pain more attention to those technology aspects that

the customer need like information, decoration and more.

Describe how such “futuristic” online services might possible affect an

organization you work in or are familiar with. Be creative.

The “futuristic” online services might affect an organization by the

constant competition with other brands; online services can

affect negatiblily the business image, if the information that needs the

customer is not in there the customer would go to another online

service, if the customer online services do not cover the important

aspects of the company and more because every day millions of people

access the internet.

2. Advantage and disadvantage of Web-based service

The advantages of Web-based service are that the internet nowadays

proves a new avenue for delivering customer assistance by being the

perfect sale, presale and post-sale channel, making possible that the

customer answer their own questions by making a dynamic of constantly

adaption. And the most important advantage is the improved of

customer and company relationships. The disadvantages of this kind of

services are that is this is poorly managed can negatively affect the

business image, the technology are moving targets- creation a rate of

change that is extremely fast.

My personal opinion

Nowadays the technology has a fast development by creating new ways that

the companies can communicate with the customers. But this way can affect a

company positiblily or negatiblily. But the internet has become a place for

searching and shopping.

Homework Read the story of Garth´s call to the car dealership presented on page

56. Then, describe four telephone use problems that probably led to

Garth´s irritation and his decision doesn't do business with that dealer.

Problem 1: one reason of Garth´s irritation is the waiting for information.

Problem 2: Another reason for his irritation was that to request information

was a lot of gatekeepers.

Problem 3: The informality and rude of the gatekeepers when they introduce

them self’s.

Problem 4: The final reason of Garth’s irritation was that in the middle of his

sentence, the man hung up.

Mention six telephone tips in this chapter that could avoid these issues

from happening.

1. Action tip 5 (answers promptly and be prepared to handle calls), when

the telephone rings longer, the customer gets the feeling that you are

unavailable.

2. Action tip 3 (avoid unnecessary call screening), use only call screening

(persons answering for you) only in necessary times.

3. Action tip 4: answer with professionalism (The appropriate way to answer

a business call is to simply state your name or your department). If the

receptionist answers with informality, the customer would feel lost in the

conversation.

4. Action tip 8 (Be sure the conversation is finished before you hang up),

if the receptionist hang up before the conversation is over, the customer

would be upset.

5. Action tip 9 (handle the upset caller with tact and skill), the

receptionist has to handle the situation when the callers are upset by

understanding them.

6. Action tip 10 (keep your conversation tactful and business like), keep

the comments positive and oriented toward solving the caller’s problem.

Case Study

Read the phone conversation on page 70 and answer the following

questions with a partner.

1. What was accomplished by Dallin´s greeting?

The client in this case Kristine feels appreciated.

2. What did Kristine fail to do in her opening

Remarks?

Kristine fault in the aspect that did not let Dallin respond to her first

interrogation

3. What information did Kristine need to make

this a successful conversation?

Know more about what schedule want her boss

4. How well did Dallin handle the call?

Dallin handles the call in a reverential fashion. And helping Kristine to

choose the best path to resolve her problem

5. What would you do differently if you were

Kristine?

If I was Kristine, I would investigate more about what my boss wanted,

to have a speedy solution to his problem with the agenda.

6. What would you do differently if you were

Dallin?

If I was Dallin, I would devote a “thanks you” message and I would talk

with more formality.

7. Did you notice the ways Dallin reassured the

customer?

Yes, I notice the situation when Dallin reassured the client.

8. Why is it important to reassure customers?

Is important to assure clients, because with it the customer feels more

comfy to talk the reality of the problem, and the result of that, is that

the client would be loyal.

9. How was the overall efficiency of this call?

The conversation was efficient because Dallin and Kristine help each

other to solve the trouble.

10. Did the customer receive the treatment she

expected? Explain.

The customer obtains a safe discussion, because the conversation was

efficient to answer in a quick and comfortable manner.

Homework 1. Use blogs as a real-time online conversation. If there’s a

conversation going on about your issue or organization, you need

to be involved in the dialogue.

My explanation: using a blog is very useful because you will be

involved in dialogues about your issues, and more, creating a real-

time online conversation with persons around the world.

2. Remember the 80/20 rule; 20 percent of people in the world have

great influence on how the other 80 percent think. The 20

percent are actively reading blogs.

My explanation: When you have a blog is very important the rule

of 80/20, that is that the cause of your success in you blog is

cause the 20 percent of people read actively blogs and have a

great effect in the other 80% of people in the world.

3. Understand that almost one-third of all U.S. Internet users read

online forums (according to respected source Forrester

Research), so the potential for communication about customer

service (for good or ill) is high.

My explanation: online forums are the best way to have a

potential communication about if the customer service is good or

bad.

4. Reach out to bloggers who follow you issues. If possible, have

conference calls with them. Engage them.

My explanation: contact the bloggers who are interested in you

issues.

5. Submit posts/comment from your organization’s leaders on blogs.

It establishes that you are willing and able to be part of the

conversation.

My explanation: If you are able to begin ant take part of a

conversation is because the comments from your organization’s is

the leader on blogs

Pictionary

Word Definition Sentence Picture

Benchmarking A measurement of

quality of products

Coca-Cola is

providing a new

benchmarking

for investment

Blog Is an informational

site published on

the web

Many

companies have

a blog with the

information

more

important.

Click Path Is the sequence of

hyperlinks one or

more website

visitors

The graphic of

this company

shows the click

path of the

visitors. E-service Application of

utilizing the use of

information and

communication

technologies

Amazon is a

web page that

is by e-service

FAQ Questions and

answers commonly

asked

The FAQ are

the most

important thing

that a blog

have.

Knowledge

base

Technology use to

store complex

structured and

unstructured

information

The knowledge

base is an

important thing

to structure

information in

a company

Live chat Real time

conversation

The best way

to communicate

if a person is in

one country

and the other

person lives in

other country

is the live chat.

Online forum Online discussion

site where people

can hold

conversations

The online

forum will be

on Monday.

Social

networking

sites (SNSs)

Social sites

function like an

online community

of internet users

The social

networking

sites is a long

community of

internet users

Spamming Use of electronic

messaging systems

to send unsolicited

bulk messages

The spamming

have positive

and negative

consequences

Web chat A system that

allows users to

communicate in

real time using

easily accessible

web interfaces

The web chat

is an easy way

to

communicate.

Cup of Coffee

Service or Product Description

Our product will be about a cup of coffee with a space to place cookies. These

products are base in brands like Keurig, Tassimo, and Nespresso. Some

characteristics of these brands that related to the product are the unique

design, the different sizes and the material of fabrication.

Market Opportunities

This product shall draw the attention of the population in spite of that there

are other companies with similar products in Guatemala, for many reasons like

the accessible prices, the unique designs, and the usefulness of this cup of

coffee with a space to place cookies

Unique Traits or Characteristics

Irresistible material

Unique designs

Accessible prices

The time duration of hot liquids is prolonged

The space to put the cookies.

Market Leader

The market leader in America in the last years is Keurig in the fabrication of

cup of coffee.

Unit II (Reflection) In this unit, I have learned a lot of

things such as the use of the telephone

for giving good customer service, new

words, and the management of web

pages.

The theme that I liked most is the

creation of a product or service, taking

into account the opportunity, features,

and the market leader of this product or

service.

All of this information will help me in the

future because I know that the customer

service is very important and mainly that there is to be remunerated for

persons working in my company, mainly to department that have the

charge of the company's image as the people who work in call centers.