BUSINESS TRENDS WA-2020-WEEK 3

-Customer Service. Customer satisfaction and ways to achieve it.

-Ethics and Business. Promotion of Ethics and Social Responsibility in
business
https://www.youtube.com/watch?v=h5BDNDcw2Ek
https://www.youtube.com/watch?v=vjSenw6PgrM
Deisy Giovanna Saldaña Rodríguez
deisy.saldana@upn.pe
 Achievement of the week

At the end of the week, the students identify the keys to

provide an excellent customer service and discuss about
examples of ethics and social responsibility in companies.
Previous Knowledge

CUSTOMER
SERVICE
A person or organization that
Action of helping or doing
buys goods or services from a
work for someone.
store or business.

SATISFACTION
Pleasure or gratification at the
fullfilment or arrangement of
something
 WHAT IS CUSTOMER SERVICE ?

Customer service is the support you offer your customers — both before
and after they buy and use your products or services — that helps them
have an easy and enjoyable experience with you. Customer support is
more than just providing answers; it's an important part of the promise your
brand makes to its customers.
 WHAT IS CUSTOMER SATISFACTION ?

Customer satisfaction is defined as a measurement that determines

how happy customers are with a company's products, services, and
capabilities. Customer satisfaction information, including surveys and
ratings, can help a company determine how to best improve or
changes its products and services.
 WHAT DO CUSTOMERS WANT ?

Be treated with courtesy and respect.

To ask questions when they do not understand.

To timely service , whether in person, by phone or in writing.

To receive service from knowledgeable, competent and

cooperative staff.

To complete, accurate, reliable information and feedback.

To receive value for their money.

DIMENSIONS OF SERVICE QUALITY
 THE 5 SERVICE DIMENSIONS CUSTOMERS CARE
ABOUT

#Just Do It : RELIABILITY :

Ability to perform the promised service dependably and accurately.

Customers want you to deliver what you promised when you promised to the
standard you promised which may include:

Performing services right the first time.

Providing services on time or sooner.
Handling customers' service problems in a consistent and dependable way.
Keeping people informed about when services will be performed.
 THE 5 SERVICE DIMENSIONS CUSTOMERS CARE
ABOUT

#2 Do It Now : RESPONSIVENESS

Respond quickly, promptly, rapidly, immediately, instantly.

Waiting a day to return a call or email doesn’t make it.

Things like returning phone calls, emails and responding on-site are important.
Speed, understanding needs and flexibility
Prompt response to customer’s requests.
 THE 5 SERVICE DIMENSIONS CUSTOMERS CARE
ABOUT
#3 Know What You’re Doing : ASSURANCE
Service providers are expected to be the experts of the service they’re delivering.
Confident and well prepared staff who demonstrate a high level of knowledge and
common courtesy inspire trust.
Service providers must communicate their expertise and competencies ,they should
also:

By communicating competencies, providers can help manage customer

expectations. And influence their service quality assessment in advance.
 THE 5 SERVICE DIMENSIONS CUSTOMERS CARE
ABOUT

#4 Care about Customers as much as the Service :

EMPATHY:
Empathy means that you are able to connect with and affirm a customer's
feelings, even if you are unable to resolve the problem. Providing empathy in
customer service means that you allow the customer to feel heard by
acknowledging their If you do not know about your customers need you cannot
entertain him in an excellent way.
It’s important to show concern about when interacting with customers and
listen actively.
 THE 5 SERVICE DIMENSIONS CUSTOMERS CARE
ABOUT

#5 Look Sharp : TANGIBLES

Physical appearance of personnel, facilities and equipment.

Pleasant atmosphere, methods of presenting the products.
Every Company should give a unique and unforgettable experience to gain
customers loyalty to provede services in the future.
REASONS WHY CUSTOMERS LEAVE ?
 THE IMPORTANCE OF CUSTOMER SATISFACTION IN
BUSINESS

“Companies that prioritize customer satisfaction grow and increase

revenue. Those that do not, don’t.”
It’s obvious that satisfied customers are a good thing. However, it may
be a bit harder to articulate exactly why.
 EFFECTS OF POOR CUSTOMER SERVICE

Loss of 25% or more of the Company’s business.

Dissatisfied customers will tell at least 10 others not to shop at that

business.

All this can happen because ONE employee made ONE customer
unhappy.
-Customer satisfaction keeps your brand ahead of the competitors

-Customer satisfaction promotes customer retention

-Customer satisfaction reduces negative word of mouth

-Customer satisfaction promotes customer loyalty

-Customer satisfaction drives growth

Satisfied customers will recommend you to their network.

-Satisfied customers will continue to buy from you.
 WHAT IS BUSINESS ETHICS ?

Business ethics is the study of appropriate business policies and

practices regarding potentially controversial subjects including
corporate governance, insider trading, bribery, discrimination,
corporate social responsibility, and fiduciary responsibilities
 WHAT IS SOCIAL RESPONSIBILITY ?

The responsibility of an organization for the impacts of its

decisions and activities on society and the environment,
through transparent and ethical behavior that:.
 While ethics, in general, are concerned with right
and wrong, business ethics focus on doing what is
best for the shareholders and stakeholders. On the
other hand, social responsibility is focused on the
company's impact on the environment and
community
 WHY IS BUSINESS ETHICS IMPORTANT ?

It keeps the business working within the boundaries of the law, ensuring
that they aren't committing crimes against their employees, customers,
consumers at large, or other parties.
Following business ethics can also be beneficial for the business'
employees and operations.
This produces more dedicated employees and can also reduce recruitment
costs.
 ETHICS IN LEADERSHIP

It means acting according to your moral principles in your day-to-day

business life and decision-making, it means doing the right thing.
Running a business in an ethical manner from the top down builds a
stronger bond between individuals on the management team, further
creating stability within the company.
 EMPLOYEE ETHICS

When employees complete work in a way that is based on honesty and

integrity, the whole organization benefits.
Employees who work for a corporation that demands a high standard of
business ethics in all facets of operations are more likely to perform their
job duties at a higher level and are also more inclined to stay loyal to that
organization.
 ETHICAL PRINCIPLES

-Truthfulness and confidentiality

-Autonomy and informed consent

-Beneficence

-Nonmaleficence

-Justice
Truthfulness and confidentiality
Truthfulness is about telling the truth to someone who has the right to know the
truth. For example, if you have been informed about the result of an HIV test
taken by someone in your community who then asks to know his/her result,
you should tell the person the truth even though this might be very upsetting to
that person. The concept of truthfulness urges the professional not to lie.

On the other hand, the concept of confidentiality urges you to keep a secret –
by which we mean knowledge or information that a person has the right or
obligation to conceal. For example, if the family of a person who has had an
HIV test demands that you give them the result, you must not tell them. You
must keep the result confidential unless your client gives you permission to tell
their family.
Autonomy and informed consent
Autonomy is the right for an individual to make his or her own choice..
The way managers and leaders frame information and situations either
promotes the likelihood that a person will perceive autonomy or undermines it
We have an obligation to respect the autonomy of other persons, which is to
respect the decisions made by other people concerning their own lives. This
is also called the principle of human dignity.

Informed consent is the process by which an individual voluntarily confirms

their willingness to participate /allow their inclusion in something that is asked
of them
Beneficience

The principle of acting with the best interest of the other in mind.
beneficence refers to actions or rules aimed at benefiting others,
benevolence refers to the morally valuable character trait—or virtue—
of being disposed to act to benefit others.
Nonmaleficience

Nonmaleficence means non-harming or inflicting the least harm

possible to reach a beneficial outcome.
An example of a non-maleficent action would be stopping a
medication known to be harmful or refusing to give a medication
to a patient if it has not been proven to be effective.
Justice

A concept that emphasizes fairness and equality

among individuals.
 CODE OF ETHICS

A code of ethics is a guide of principles designed to help

professionals cos also referred to as an "ethical code," may ennduct
business honestly and with integrity. ... A code of ethic compass areas
such as business ethics, a code of professional practice and an
employee code of conduct.
 SOCIAL RESPONSIBILITY KEY POINTS

-Social responsibility means that businesses, in addition to maximizing

shareholder value, should act in a manner that benefits society.

-Critics assert that being socially responsible is the opposite of why

businesses exist.

-Socially responsible companies should adopt policies that promote the

well-being of society and the environment while lessening negative
impacts on them.

-Companies can act responsibly in many ways, such as promoting

volunteering, making changes that benefit the environment, and
engaging in charitable giving.
 WHAT ARE CORPORATE VALUES ?

Company values, also known as corporate values or core values, are

the fundamental beliefs upon which your business and its behavior
are based. They are the guiding principles that your business uses to
manage its internal affairs as well as its relationship with customers.
CORPORATE SOCIAL RESPONSIBILITY DIMENSIONS

• -Welfare and satisfaction of

SOCIAL workers
• -Equal opportunities

• Consumer Rights
ECONOMIC • Fair Prices
• Transparent Information

• Waste Managementem
ENVIRONMENTAL • Packaging characteristics
• Recycling
WORK ACTIVITY
- Research and prepare a presentation about case studies of Unethical
Behavior in some companies

Here some examples:

LAVA ODEBRECH
JATO T
 10 OF THE WORLD’S MOST SOCIALLY
RESPONSIBLE COMPANIES:

- The Walt Disney Company

- LEGO
- Natura Cosmeticos
- Novo Nordisk
- Microsof
- Google
- Dell
- Ben & Jerry’s
- Levi Strauss & Co.
- Starbucks
THANK YOU !!!