Improvement Analysis Page 3

Lead in lipsticks Page 4

Presentation Page 5

The truth about your consumption Page 6

Customer Service Reading Page 7- 8

Presentations Page 9-13

Outfits Page14-15

Pictionary Page 16-18

I´m loving it.

With the food of McDonald’s we are sure that the taste is the same anywhere

you go, the hamburgers are delicious, the fries are very good and most of the

people we know think that these

fries are better than in any other

restaurant, also the dessert like ice

cream and cakes are good also the

price is reasonable.

Maintain the size of the products, for example the Big Mac was almost twice as

big than it is now, the McFlurys were bigger and also it contained more amount

of topping. They have to consider that the customers could be disappointed

when they see the advertisements and then in the restaurants receiving a

different amount or size of food.

Lead is a naturally occurring metal

found deep within the ground. It

occurs in small amounts in ore,

along with other elements such as

silver, zinc or copper. Is it use in

solders, batteries and cosmetics.

Lead exposure in long term can

cause in children a decreased in

academic achievements, IQ,

specific cognitive measures,

incidence of attention-related

behaviors and problem behaviors.

in adults in can cause decreased

in a kidney function, maternal

blood lead associated with

reduced fetal growth.

But when we talk about lipsticks,

which is your favorite color? A

glowing red, a soft pink or even a

purple. According to a recent

study users touch up their color

more than 20 times a day.

It seems strange to think that

makeup that we watched always

advertised on TV may contain

lead, and we are not talking

about new or anonymous brands,

we are referring to brands like

Estee Lauder, L’Oreal, Cover Girl,

Revlon and big brands like Dior

Addict. FDA found the highest

lead levels in lipsticks, these ones

are made by three manufacturers:

Procter & Gamble (Cover Girl

brand), L'Oreal (L'Oreal, Body

Shop and Maybelline brands) and

Revlon. The highest levels of lead

were found in Christian Dior 4,

LANCOME 2, CLINIQUE 2, Y.S.L 5,

ESTEE LAUDER 3.

“Lead builds up in the body over

time and lead-containing lipstick

applied several times a day, every

day, can add up to significant

exposure levels. The latest studies

show there is no safe level of lead

exposure,” according to Mark

Mitchell, MD, MPH, policy advisor

of the Connecticut Coalition for

Environmental Justice and co-

chair of the Environmental Health

Task Force for the National

Medical Association, make clear

to all the lipsticks lovers how

dangerous can be a continuous

lead exposure.

What is Lead? Lead is a naturally occurring metal found deep within the ground. It can cause. It is use in solders, batteries and cosmetics.

Long-term Exposure Damage Lead exposure can cause in children a decreased in academic achievements, IQ, specific cognitive measures, incidence of attention-related behaviors and problem behaviors. In adults in can cause decreased in a kidney function, maternal blood lead associated with reduced fetal growth.

What is in your lipstick?

55% of lipsticks contain lead. It has been found that brands like Estee Lauder, L’Oreal, Cover Girl, Revlon and big brands like Dior Addict add lead to their lipsticks.I

Is it really dangerous? “Lead builds up in the body over time and lead-containing lipstick applied several times a day, every day, can add up to significant exposure levels. The latest studies show there is no safe level of lead exposure,” according to Mark Mitchell

http://abcnews.go.com/GMA/video/gma-tests-lipsticks-glosses-lead-17866852

These days so many attractive

advertisements, products and

services call our attention. We

became consumers of many

products or brands during our hall

life. But, do we really know what

we are buying? Most of the time

we take for granted important

aspects like security or quality. As

customers we have rights; the

right of information, the right of

security, quality and many others.

Some brands already have the

consumers’ confidence, and this is

one the main reasons this big

companies gain more money or

clients.

For example Subway, recently a

Food Blogger named Vani Hari

pointed out that a chemical named

azodicarbonamide is use in

breads of these restaurants. This

caused a controversy because this

additive chemical is in yoga mats,

leather, shoe soles and other

types of rubber and this shows

that this chemical in not

appropriate for to human

consumption. This make me feel

alarmed because I realized that I

really don't know what I am eating,

also it makes me feel deceived

because they sell their products as

"healthy food".

Other examples are studies that

showed tracks of lead in lipsticks.

This as a teen ager and woman

concern me because we use to

buy a lot of makeup, and we think

that brands like Covergirl or Dior

are safe. This is another reason to

really investigate the products that

I buy, and don't believe that much

in the advertisements.

All the presentations make me realize that it is important to know where the

products came from and to search to more information to be sure that it is safe

and to not worry about possible consequences in a long-term.

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. . 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.

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. . 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. 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. .

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.

. 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. 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

D

B

A

F

G

C

when their account falls below a certain level. In the future, online systems may pre-empt

customers’ needs in even more sophisticated ways.

Additional Instructions:

Notice the highlighted words, please write the definitions, synonyms or your own explanation for each of them.

Branches: A division of business or the organization. Shutting down: To stop operating, especially automatically. Staff: The personnel who carry out a specific enterprise. Outlets: Commercial market for goods or services. Primary: First or highest in rank, quality or importance. Recruiting: To supply with new members or employees. Scripts: A text already prepared. Demand: An urgent or pressing requirement. Pre-empts: To appropriate seize, or take oneself before others.

Then, write a short paragraph defining why you believe Customer Service is important in business.

Customer Service is very important in a business because with it companies or a store are ensuring customers’ satisfaction with a product or service. Having a good service helps to maintain the customers or the future customers happy with all the business and not only with the products. Also it is a really good way to make people preferred a business from the competition. Companies have clear that it costs a lot more money to acquire a customer than to retain them, although having better service is essential to strengthen the company’s reputation.

Opinion-based advertising

Positive Word of Mouth Keeps Customers

It costs five or six times as much to GET a

new customer as it does to KEEP an existing

one.

Some people think that advertising is a

good way to induce people to buy. (U.S.

business spends about $11.5 billion a year

on advertising.)

Statistics

Advertising effectiveness to

induce people to buy:

25 % television

advertising

15-13 % newspaper or

magazine ads

63% advice or

recommendation

Word of Mouth is STILL the

best way to attract

customers.

Advertising increases

awareness of products and

service, BUT personal referrals

and recommendations lead

to actual decisions to

purchase those PRODUCTS

and SERVICES.

To sustain positive Word of

Mouth advertising provide

exemplary service. People

talk about extraordinary

experiences.

The Impact of E-Commerce on

Word of Mouth

The use of electronic media

(Web pages, Social

networking sites, and Blogs)

are ways to spread the word.

+ / -

It is now simpler than ever just

by forwarding emails.

Posting on Facebook,

MySpace, Twitter, etc.

The Good and Bad News of

Customer Service

The bad news: the typical

company will lose 10 to 30

percent of its customers per

year - mostly for poor service.

(Customers go to the

competition without

hesitation.)

The good news:

organizations that initiate

effective customer retention

programs may see profits

jump 25 to 100%.

Golden Rule

Customer service will always

be the decisive battleground

where winners and losers are

quickly sorted out.

The Cost of a Lost Customer

Read Mrs. Williams` story.

Mrs. Williams 1 person

Tells 11 other +11 persons

Who tell 5 more +55 people

Total who heard = 67 people

Good and Bad Quality

Select an organization whose

products could be improved.

What improvements could be

made that might lead to

some of the following

outcomes (if applicable)?

Improved product reliability

Improved product durability

Reduction in the number of

complaints

Reduced waste and product

returns

Improved image

Improved staff morale and

lower staff turnover

Summary

Word of mouth is the best way to attract customers. Advertising

increases awareness of products and service, BUT personal referrals

and recommendations lead to actual decisions to purchase those

products and services. In these days the internet helps to spread

information about products and services. Good quality make people

preferred a business from the competition.

Developing Customer Loyalty for LIFE

Understanding Loyalty

The ultimate goal of customer service is to create customer loyalty.

Key elements:

◦ What makes your customer loyal?

◦ How can loyalty be measured?

◦ Produces as a result:

Customer-driven Service Quality

This is NOT Customer Loyalty

Customer satisfaction alone (they could

be satisfied today but not loyal in the future).

A response to some offer or temporary special incentive (loyalty must

be earned not bought).

Large market share (competition could be deficient and your prices

more attractive).

Repeated buying (some buy for habit, convenience ,or price: seeking

alternatives).

This IS Customer Loyalty

Driven by an Overall Satisfaction

Involves Commitment to make a sustained investment in an ongoing

relationship with the company.

Customer Loyalty Reflects

Combinations of attitudes and behaviors:

◦ Repeated buying

◦ Willingness to recommend the company to

others (positive Word of Mouth)

◦ Resistance to switch to a competitor

Conclusions

Customer service skill development provides the MOST significant way

to find career success.

Business live

Summary

Customer loyalty is driven by an overall satisfaction; it involves

commitment to make a sustained investment in an ongoing

relationship with the company. When the customer loyalty exists

people repeat buying, they recommend the company to others and

they resist switching to the competition.

It´s ALL about the little things

Every organization like every individual has a personality. This sends

information to the customers and the employees.

Behavior is what people DO. It is transmitted in two

ways:

Verbal (what we say)

Nonverbal (without words)

Keep in mind the following:

Everything can constitute communication

The receiver of the message determines

what that communication “means.” Both an individual and a

corporation have behaviors.

Nonverbal Communication in Different Cultures

People see us doing something and they extract a meaning from our

actions.

Keep in mind that culture is generally the same and should be done

with common sense.

Different cultures assign different meaning to gestures. Some cultures

assign different meaning to posture, emotions, spatial relations.

Examples

In China and Japan a facila expression that would be recongnized

around the world as transmitting happines may actually express anger

or mask sadness because happines is not to be shown.

In the US it is acceptable for women to show fear but not anger,

however, men can show anger but not fear.

Variables That Can Have Implication in Customer Service

Proxemics: It is related to space. In conversation Americans tend to

position themselves at an arms-length. The French, Arabics, and Latin

American tend to stand closer.

Personal Space: Some people are accostumed to sitting close to

each other.

Summary

Behavior is what people do. It is

transmitted in two ways verbal and

nonverbal. There are variables that

can have implication in customer

roxemics, this service, for example p

is the space between two persons.

This kind of things can depend in

the culture or country,

Word Meaning Sentece Picture

Internal

Customer

All those who work inside the

company.

My uncle works in

Telgua, he is an internal

customer.

External

Customer

All those who are outside the

company and with whom we

do business.

I was an external

customer whenever I go

to Walmart and buy

food.

Word of

mouth

Personal opinion or

recommendation given

orally.

Words of mouth are

important because this

way we can see how

our customer visualize

us.

E-commerce

Purchasing and selling online.

This days E-commerce

means most of the sales

for some companies.

Reliability

Capable of being relied on;

dependable

Buying a Suzuki car for

me is having a reliable

car.

Durability

Able to perform or compete

over a long period, as by

avoiding or overcoming

injuries.

The best companies

guarantee the durability

of their products.

Advertisings The activity of attracting

public attention to a product

or business, as by paid

announcements in the print,

broadcast, or electronic

media.

Companies spend a lot

of money in advertisings

to attract more

customers.

Quality Degree or grade of excellent. The quality of your

products can keep your

customers satisfied.

Customer One that buys goods or

services.

I became a customer

whenever I buy thing in

a store.

Service

Work done for others as an

occupation or business.

A good service helps to

maintain or retain

customers.

Good Will

The positive reputation of a

business viewed as an asset,

equal to the excess cost

required to acquire the

business over the fair market

value of all other assets.

Costco has acquired

considerable goodwill for

its excellent service.

Globalization To make global or worldwide

in scope or application.

Globalization make

possible to the customers

to have their favorite

products everywhere.

Customer

Service

Provision

of service to customers before,

during and after a purchase.

With a good customer

service companies

ensure

client's satisfaction

Improvement

analysis

An analysis in different

aspects, to improve in a

particular industry at a

particular time.

An improvement

analysis helps industries

to be better than

before.