Republic of Panama

Technology University of Panama

Faculty of Science and Technology

Executive Bilingual Communication

Costumer Service

Homework 2

Experiences related to customer service

Students

 Chrislyn Lezcano 4-815-1205

 Melany Pérez 4-809-1263
 Jorgenis Pérez 4-809-2424
 Keithleen Pitti 4-806-850
 Maryorie Sánchez 4-771-328

Professor: Frederick Guerra

Delivery date: April 17, 2021

2021
 índice
Introduction....................................................................................................................................3

Good Experiences.........................................................................................................................4

Experience #1 (A great delivery service).............................................................................4

Experience #2 (A quick assistance in electrical service)................................................4

Bad Experiences...........................................................................................................................4

Experience #1 (In a public institution)..................................................................................4

Experience #2 (In a local bank)..............................................................................................4

Advantages and Disadvantages of our Customer Service Experiences.........................5

Consequences of bad customer service.............................................................................5

Benefits of excellent customer service:..............................................................................5

Conclusion......................................................................................................................................6

Bibliography...................................................................................................................................8
 Introduction
Customer service is key to the development of any business, good customer service will help you
increase the profitability of your business and strengthen the relationship with your customers.

Customer service refers to all the management performed by a company or an organization to

meet the needs of the people who use or buy its products or services.

To provide good customer service, companies must first identify and understand the characteristics
and needs of customers and then take them into account throughout the entire negotiation
process, including post-purchase. The continuous follow-up and support to each of its customers, a
difficult but not impossible task, currently companies apply innovative technologies, which are
adjusted to the requirements of each company.

We have all at some point, consciously or not, been part of the customer-company interaction
process, so we will present below some of these customer service experiences, both good and
bad.
 Good Experiences
Experience #1 (A great delivery service)
Customer service, a term that defines the quality of interaction that occurs at a given time. A good
experience related to this terminology could be that of Servi entrega (delivery service), a company
that provides services for logistical needs and comprehensive communication between customers,
among some of the services they offer are delivery of documents and high-value merchandise.
They have excellent processes of confidentiality, integrity, and availability. They have a diversified
fleet that allows them to access various points of difficult access and therefore greater contact with
their customers, have digital systems that allow customers to track their products at a given time.
Have several branches at national and international level.

Experience #2 (A quick assistance in electrical service)

In customer service, the immediate response and solution is very important when reporting
damage to some of the public services. In this case, it can be said that it was. There were on
several occasions where the electrical service was reported for damage or power outages due to
innumerable situations. It can be inferred that the service and response to these complaints have
been resolved quickly, in a great way and with a friendly treatment of the different public servants,
who work in the electric field.

Bad Experiences

Experience #1 (In a public institution)

My bad experience regarding customer service was with the public institution called Ifarhu. This
institution in the part of attending people face to face the treatment and help is very good however
they provide other means of customers.

Service that is by phone and email but no matter how many times you call or write you do not get
any answers. And this is something that happens to me constantly and I must go personally to get
the information that I need.

Experience #2 (In a local bank)

A few days ago I went to the Bank because I needed to pay the University’s enrolment, when It’s
my turn to pay, I handed my voucher to the lady and she asked me a question I didn’t understand
and I told her, then she got annoyed because I wasn’t sure about she was talking about, she
explained to me in a very rude manner and went to the back to resolve the problem which was that
I needed a copy of my voucher, then she threw at me the other one and I handed the money, after
that she didn’t say anything else so I thanked her and left.

With that experience I felt really bad, I didn’t think I had to experience such an unpleasant
treatment just because I didn’t understand the procedure and also, I think her job also includes
clearing questions the need to be impolite.

Advantages and Disadvantages of our Customer Service Experiences

Consequences of bad customer service.

o First you will lose loyal customers in your business.

o Sales will be reduced, as well as the profitability of the business since you will not be able to
generate sales.

o You will not be able to attract new customers through referrals, because there are no
satisfied customers and therefore the business will lose valuable information to continue improving.

o Due to the loss of customers, the business will have to invest in advertising activities which
means having to spend more.

Benefits of excellent customer service:

• Reduces overall problems, having the right tools, for good service.

• Strengthens the business because good reviews promote the services offered.

• Reduces costs since it saves in marketing of the business.

• Produces more profits, because by having good reviews more people want to make use of
what the company offers.

• It creates new opportunities for recognition, either nationally or internationally.

• It turns the company into a more durable business because it saves having to compete with
other companies.
 Conclusion
Companies use various methods to interact with their customers, get to know them and achieve
loyalty, the basis for achieving such trust is called customer service, a satisfied customer will
always return to the place where their needs were met, even generate free advertising to the
company, as it will recommend it to their closest contacts, known as word of mouth advertising.

That is why the importance of a good service, a satisfied customer is the best investment or
acquisition that the business sector can obtain.

Maryorie Sanchez

I think It’s important that you treat the clients in a respectful and calming way, on them depends
that we company gets well known with a positive reputation. The workers must be trained to have
patience towards the doubts the client might have. Building a comfortable and friendly environment
the clients will feel at peace and confident to ask any question without feeling hesitant because of
the attitude the worker will have. Having a strong relationship with the clients will lead to loyal
interaction.

If those characteristics are not being applied in the service of the business, other will not
recommend it or will talk bad about the company, which will leave a lot of negative consequences
such as losing clients and sales.

Chrislyn Lezcano

We can say that for a business to continue producing and have a good image it is of real
importance to invest in good customer service. We have already read about the consequences of
poor customer service and the benefits it will bring to the business if we manage to satisfy the
needs of our customers, so from now on let's always try to seek excellence and achieve
productivity in our business

Melany Pérez

It is very important to teach people the importance of giving a great costumer service. It is not only
a profession. It is also a skill that many people have it or do not have it. If, you want to work helping
people as a server to customer, it is so important try to work on that. Also, it is necessary to polish
our skills when giving or offering our services to people.

Jorgenis Pérez
It is very common to hear that we learn from our mistakes, because I feel that this work helps us to
recognize the improvements we can make when dealing with others, we can also take the example
of good experiences and implement them in our lives. We can also take this advice, for example
when thinking about creating our own company; since we will know what values we should
promote among our collaborators.

Keithleen Pittí
 Bibliography
https://www.losqueestanentodas.cl/blog/el-impacto-de-la-calidad-del-servicio-al-
cliente-en-las-ventas

https://www.informabtl.com/10-consecuencias-ofrecer-buen-servicio-al-cliente/