Digital

portfolio

Unit III Laura Castellanos

4to. Bach B

Teacher´s

Power Point

presentations

Pet Peeves and Turnoffs

Insight into emerging trends in

customer service

Personal

summary of

each topic

Pet peeves are irritation and annoyance that

the customer perceives and turnoffs are

negative experiences that make the

customer break or not even build a

relationship with a company.

Turnoffs are categorized in three:

Value turnoffs: this is part to a product´s

quality related to its price.

System turnoffs: this is related with the

process, procedure or policy associated

with getting services to customers.

People turnoffs: this is related with the

employees and the treat they give to the

customers. This develops from

communication problems

Pet Peeves and Turnoffs

Insight means to an understanding base on

identification of relationships and behaviors

within a context or scenario. There are three

areas of change:

Personalization: which means to give a

customer a personal service, they will no

longer accept to be treated as the rest,

they will demand to get an individual

service.

Technology: all companies should be up

to date with the ultimate technology

because customers like to get the best

services.

Globalization: the global economy will

require many businesses to be more

aware of a broad range of cultures.

Insight into emerging trends in

customer service

Reflective

Essay

This unit we learned about how to

recognize pet peeves and the

common turnoffs that companies

may have, also we learned how to

categorize them and what we can

do to create loyalty in customers,

how to build a strong relationship with

the customer and the two principal

steps to create a loyalty customers.

Moreover we learned about the big

companies that bought small brands

with big values, how these

companies help the world by

collaborating with the ecology. For

example there are companies

against animal testing, other

companies sell only natural products,

organic foods and green-friendly

products.

During the unit we learned about

insight into emerging trends in

customer service, that there are 3

fundamental areas of change,

personalization, technology and

globalization and they are really

important to build customer

satisfaction and loyalty.

In my opinion this unit was really

productive and helpful and gave us

new skills to give a good customer

service.

Partial and

final test

I don’t have my partial test, I didn’t do

it because I was absent the week you

made the test, my final test´s grade

will be duplicated

Scanned

documents and

proofread

documents

Pictionary

Word Definition Picture

Volatile

Tending or threating to most

part of the break out open

violence.

Fickle Not constant or loyal in some

customers are affections or

character.

Hyper

connectivit

y

To connect yourself into

today’s company’s different

information and need to be

hyper social stream with deft

connected, so facility to the

customers.

Transpare

ncy

Capable of transmitting light s

o that objects or images can b

e seen as if there were no inter

vening material.

Transactio

ns

Agreement, contract, exchan

ge, understanding,

or transfer of cash.

Interaction

s

The direct effect that one kind of

particle has on another,inparti-

cular, in inducing the emission or

absorption of oneparticle by anot

her.

Hackers

A person who secretly gets

access to a computer system

in order to get information,

cause damage.

Empowerm

ent

To give official authority or

legal power to (someone).

Vacation

policies

Employers provide employee

leave in the form of vacation,

sick time, personal time, or

paid time off (PTO) as a

standard portion of an

employee benefit package.

Meaningfu

l

experienc

es

Having meaning, function, or

purpose.

Altruistic

tasks

Showing a disinterested and

selfless concern for the well-

being of others; unselfish.

Social

interaction

s

Is any relationship between

two or more individuals, Social

relations derived

from individual agency form

the basis of social

structure and the basic object

for analysis

Serendipit

y

The faculty of making fortunate

discoveries by accident.

Paramount superior to all others

Radical Thoroughgoing, complete, or

the judge made an extreme

radical decision of giving him

life imprisonment.

Consumeri

sm

A movement for the protection

of the consumer complains

helps against defective

products, consumer’s

complaints helps against

defective products, consumers

to denounce bad service.

Warrantee

s

A written guarantee given to a

purchase that the

manufacturer, dealer, will

make repairs or replace

defective parts free of charge

for a stated period of time.

Perceived

value

A customer’s opinion of a

product’s value to him or her.

Depends on the product’s

ability to satisfy his or her

needs or requirements.

Credibility The state or quality of being

believed or trusted.

Value Relative worth or importance;

significance.

Add-ons Anything added on.

Intangible That cannot be touched or felt;

impalpable.

Tangible That can be touched.

Extrinsic

value

Not essential or inherent; not

basic market price.

intrinsic

value

The actual value of a

company on an underlying

perception of its true value.