María Andrea Catalán KEY: 5 10TH GRADE BACH. “A”

Portfolio Unit #1

Index

Improvement Analysis .................... 3

Reading Comprehension ................ 5

Ethics Presentation (Presentation,

Investigation, and Reflective Essay)

........................................................ 7

Essay ............................................ 11

Pictionary ...................................... 12

Improvement Analysis

Cinépolis

Reason for choosing it:

We choose Cinépolis because we think that is a very popular company that a lot

of people prefer.

We chose Cinépolis because the cinema had a great impact on the thoughts of

a person in a given situation. Another reason is that unites the family, friends,

because after watching a movie, the person can comment on and express their

opinion or simply spend a good time watching all the different genres of cinema

with the people that appreciate it. And the last reason we chose Cinépolis, is

that each time you walk innovating as the Cinépolis foundation, new products

(coffee TREE, candy store and a lot more), rooms 4DX, and digital 3D, VIP,

IMAX, MACRO XE and Movie Klic.

Improvement Analysis:

The food that Cinépolis sales it’s too expensive so many people decide to not

buy it in the

Sometimes they need a better service like be more kind and serviceable with all

the persons so they can continue choosing this company, so we will be happy

and conformable with the service that they provide.

The staff would have to be supervising the screening of the film, so that it does

not run without a sound or for which the image is not stuck.

Best times to the cleaning of the health service at the beginning and at the end

of the function because it is the time that people use this service more, not

during the function. Since the majority of the time they are closed for cleaning

before and after the function.

SERVICE MATTERS

Reading Comprehension

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 staffs 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 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. Make sure that they are defined in the appropriate context to match this reading. .

1. Branches: a local operating division of a business, library, or the like.

Synonym: shoot

2. Shutting down: to become shut or closed;

synonym: close

D

B

V

A

F

G

C

3. Staff:A group of persons, as employees, charged with carrying out the wo

rk of an establishment or executing some undertaking.

Synonym: manager

4. Outlets: an opening or passage by which anything is let out; vent; exit.

5. Primary: first or highest in rank or importance;

synonym: main, principal

6. Recruiting: to enlist (a person) for service in one of the armed forces.

Synonym: register

7. Scripts:the letters or characters used in writing by hand; handwriting, esp

ecially cursive writing.

Synonym: write

8. Rapport: connection, especially harmonious or sympathetic relation

synonym: relation

9. Demand: to ask for with proper authority; claim as a right

synonym: claim

10. pre-empt: to forestall or prevent (something anticipated) by acting first

synonym: preclude

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

It is important that businesses use customer service because it helped to improve in different aspects of organization to increase the quality of a specific service. It can help to keep the loyal customers and also to find new customers that be satisfied with the offers and benefits of the new services applied in any business.

Ethics Presentation (Presentation, Investigation, and

Reflective Essay)

http://www.youtube.com/watch?v=RI6D1qBal3E

Essay

“Secrets about the food”

There are so many restaurants that we can go to eat, but we never

ask if the food that we are going to consume is in good condition or

if they used good ingredients for cooking. Some people already find

some secrets about the food that we consume in restaurants, and

example is Subway, people found that the breads contain a

chemical calls “azodicarbonamide” most commonly used in the

rubber and plastic industries, so that chemical is very dangerous for

our health it can cause diseases such as allergies. Another example

is KFC this company kills approximately one billion chickens per

year with very cruel methods, one method that they use is ammonia

vapors, and that is not only bad for the chickens also for us because

when we consume ammonia it brings many bad health

consequences, that can cause diseases or death. So we have to

take care not only of our health also of the animal cruelty that KFC

makes.

We have to be careful as a customer about the food that we are

going to consume; also it is important to know these secrets so we

can find other options of restaurants.

Pictionary

Word definition Examples

Globalizati

on

worldwide integration and development

Durability

able to resist wear, decay, etc., well; lasti

ng; enduring.

Quality

high grade; superiority; excellence

Advertisin

g

the act or practice of calling public attenti

on to one's product, service, need, etc., e

specially by paidannouncements in news

papers and magazines, over radio or tele

vision, on billboards, etc.

Reliability

The ability to be relied on or depended on

, as for accuracy, honesty, or achievemen

t.

Customer

Service

Customer service is the service provided

to customers before, during and after

purchasing and using goods and

services.

Word of

mouth

Oral or written recommendation by a

satisfied customer to

the prospective customers of a good

or service

E-

commerce

Purchasing and selling on line

Internal

customer

An employee who receives goods or servi

ces produced elsewhere in

an organization as inputs to his or

her work

External customer

a customer of a product or service who is

not an employee or part of

the company that supplies it

Good will

an intangible, salable asset arising from t

he reputation of a business and its relatio

ns withits customers, distinct from the val

ue of its stock and other tangible assets.