1. GWASANAETH CWSMER CUSTOMER SERVICE

2. Datblygu dealltwriaeth o wasanaeth cwsmer rhagorol a gwasanaeth cwsmer gwael Develop an understanding of both excellent and poor customer service

3. 3. Byddwch yn gallu... Adnabod agweddau o wasanaeth cwsmer rhagorol 2. Byddwch yn gallu… Egluro pwysigrwydd boddhad cwsmer 1. Byddwch yn gallu… Disgrifio’r gwahaniaeth rhwng gwasanaeth cwsmer rhagorol a gwasanaeth cwsmer gwael 3. You will be able to... Identify aspects of excellent customer service 2. You will be able to… Explain the importance of customer satisfaction 1. You will be able to… Describe the difference between excellent customer service and bad customer service

4. Trafodwch beth rydych yn ystyried i fod yn wasanaeth cwsmer rhagorol a gwasanaeth cwsmer gwael: Meddyliwch am enghreifftiau o’ch profiadau personol Eglurwch pam eich bod yn teimlo bod y gwasanaeth yn rhagorol neu yn wael Pam fod y profiad wedi pasio, neu heb gyrraedd, eich disgwyliadau? Discuss what you regard to be excellent customer service and poor customer service: Think of examples of your personal experiences Explain why you feel the service was excellent or poor Why did the experience either surpass or fall short of your expectations?

5. Mae cwsmeriaid sydd wedi derbyn gwasanaeth GWAEL yn dweud wrth _______ o bobl am y profiad. 0 – 7 7 – 10 10 – 20 20 – 30 Customers who receive a POOR service tell _______ people about the experience. 0 – 7 7 – 10 10 – 20 20 – 30 Cywir!Correct!

6. Mae cwsmeriaid sydd wedi derbyn gwasanaeth DA yn dweud wrth _______ o bobl am y profiad. 0 – 7 7 – 10 10 – 20 20 – 30 Customers who receive a GOOD service tell _______ people about the experience. 0 – 7 7 – 10 10 – 20 20 – 30 Cywir! Correct!

7. Mae cwsmeriaid sydd wedi derbyn gwasanaeth RHAGOROL yn dweud wrth _______ o bobl am y profiad. 0 – 7 7 – 10 10 – 20 20 – 30 Customers who receive an EXCELLENT service tell _______ people about the experience. 0 – 7 7 – 10 10 – 20 20 – 30 Cywir!Correct!

8. Creu disgrifiad neu ddiffiniad o wasanaeth cwsmer rhagorol Adnabod termau allweddol o’ch diffiniad a’u cyfieithu i’r Gymraeg (defnyddiwch y Termiadur Addysg os bydd angen) Create a bilingual description or definition of excellent customer service Identify key terms from your definition and translate into Welsh (use the Termiadur Addysg if you need to)

9. Customer service is listening to your customer and truly understanding their needs, wants, and desires — helping them achieve their goals. It’s not about giving things away for free, it’s simply about caring and acting sincerely in their interest, not yours. Excellent customer service is demonstrated when solutions are offered before they’re asked for, when introductions are made to advance an idea or create a new opportunity, and when potential problems are discussed before they have an opportunity to develop. Jim Logan, 2011. http://saleskick.me/the-definition-of-excellent-customer- service/

10. Datrys yr anagramau Solve the anagrams

11. 3. Rydych yn gallu... Adnabod agweddau o wasanaeth cwsmer rhagorol 2. Rydych yn gallu… Egluro pwysigrwydd boddhad cwsmer 1. Rydych yn gallu… Disgrifio’r gwahaniaeth rhwng gwasanaeth cwsmer rhagorol a gwasanaeth cwsmer gwael 3. You can... Identify aspects of excellent customer service 2. You can… Explain the importance of customer satisfaction 1. You can… Describe the difference between excellent customer service and bad customer service

12. Ewch ati i lenwi cynllun gweithredu personol gan adnabod camau gweithredu tymor byr, tymor canolig a thymor hir. Complete a personal action plan identifying short term, mid term and long term actions.