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Today’s Class

  • Assignment 2 – Customer Service
  • Feedback

Assignment 2 – Customer Service

Today I will give out the final assessment task for customer service. Please read How to handle customer complaints – TrainingMag and participate in the class activity.

Afterwards complete the assessment below:

Assessment 2 Customer Service.

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Today’s Class

  • Assignment 1 Senza Nome
  • Class Task (Day 1 Task)
  • Feedback

Assignment 1 Senza Nome

In today’s class you will be able to work on Assessment 1 Senza Nome.

I will walk around and speak to students and assist.

Make sure to upload it to this link on MyKangan  before the class is over. Upload complete and incomplete works. You can always add to it and re-upload your work.

Class Task (Day 1 Task)

Afterwards you will work on the Class Task or Day 1 Task.

Only upload one or the other here: Upload Class Task to MyKangan

Thank you!

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Link to all Classes     Class 1    Class 2     Class 3     Class 4     Class 5

Today’s Class

  • Customer Needs
  • Analysing Your Customers
  • Customer Service Standards
  • Assignment
  • Feedback

Customer Needs

Listening to your customers is an integral aspect of customer service. Image: Federico Viola
Listening to your customers is an integral aspect of customer service. Image: Federico Viola

To be able to provide good customer service you need to know what the needs of your customers are.

This ability to understand is central to customer service and shows how customer service should commence with and ear rather than a mouth. Listen to your customers!So, let us have a look at customers.

Customers

Industries vary in customers and customer interaction. Some industries can be quite casual and friendly while other industries may have a more professional or even reserved level of contact. Your local hairdresser or many cafes are relaxed in the way they interact with clients.

Below is a list of customer groups. Try to relate these groups to multimedia design. So, brainstorm what these clients may be for a multimedia designer. I will post the brainstorm from class.

  • Clients
  • ‘Purchasers of services’
  • Suppliers of goods and services
  • Contractors providing goods and services
  • Members of the general public who make contact with the organisation, such as prospective purchasers of services
  • Potential funding bodies
  • Co‑workers, peers and fellow frontline managers
  • Board members
  • Supervisors

Customer Needs

Let us look at customer needs. Customer needs can be looked at in a context. They may be related to:

  • Accuracy of information
  • Advice or general information
  • Complaints
  • Fairness/politeness
  • Further information
  • Making an appointment
  • Prices/value
  • Purchasing organisation’s products and services
  • Returning organisation’s products and services
  • Specific information.
  1. Write down a context this may happen in, a location or point of contact (online, in a shop in person).
  2. Please create examples of customer needs attached to each. Example: Complaints – A customer wants to be listened to , wants to reach a certain outcome and a customer would like an apology or explanation.
  3. Discuss in class.
Customer Needs Classified, Source: http://www.thosepeskyusers.com/understanding-customer-needs/
Customer Needs Classified, Source: http://www.thosepeskyusers.com/understanding-customer-needs/

If you look at the diagram above you can see that customer needs can be classified further into value needs, psychological needs and performance needs.

Once you understand the customer needs of your target audience you will be able to respond to these.

Analysing Your Customers

What options do you have as a business owner or service provider to  learn about the needs of your target audience? Below are some suggestions on how to receive the information:

  • customer feedback form
  • customer satisfaction surveys
  • quality assurance data
  • conducting interviews
  • making recommendations
  • obtaining management decisions
  • questioning and asking directly
  • seeking feedback to confirm understanding
  • summarising and paraphrasing.

A multimedia business can, as part of their quality control, make a feedback question or survey a recommended procedure for their staff. ‘Before a project is complete you need to ask the client for specific feedback.’

See my comment at the bottom of every post as another example.

Customer Service Standards

A business needs to plan to meet customer requirements. When you have a contract with a client most aspect of customer needs will be specifically stated (eg: ‘design a website that allows sales and promotion of sport equipment… due date:…).

The delivery of products and services needs to be aligned with the business plan of an organisation. You need to clarify what standard of product and service quality you want to reach.

The larger the organisation the harder it is to inform everyone of the customer service standards. A good way to set customer service standards and to make sure everyone in the organisation is well aware of it is to make it part of the culture of the business.

It helps to discuss the customer service standards at every meeting. Posters are another great way to ensure that staff know about them. See example below:

Customer service standards that work - source: WinningCareers.com.au
Customer service standards that work – source: WinningCareers.com.au

Assignment

Complete the questions in the attached assignment sheet and create a basic Customer Service Standard list or poster for a café in the CBD or a multimedia business that specialises in Web Design and Instructional Videos, and online resources.

Include 10 points in the poster that that business should focus on. Make it all up!

Assessment 1 Senza Nome

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Today’s Class

  • Discuss Customer Service
  • Feedback

Discuss Customer Service

Let us continue with were we finished off last week: businesses or brands that we associate with excellent or even good customer service and those that we accociate with bad custumer service.

Let us list both groups by everyone in class on the white board.

Found at Inc.com
Found at Inc.com

Customer Service varies from brand to brand and business to business. It can be classified by attitude of a business and its employees as well as their behaviours. The behaviour really consists of what an employee does as well as what they do not do.

Finally, we can look at customer service from the customer’s point of view, the experience and how the customer feels.

We will write down our emotions and associations that we have with the brands. Use the attached document to document the class discussion:

Class 2 Task

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Link to all Classes     Class 1    Class 2     Class 3     Class 4     Class 5

Today’s Class

  • Introduction to Delivery Format
  • Introduction to Units of Competency
  • Discuss Customer Service
  • In-class Task

Introduction to Delivery Format

This class will be delivered in 4 hour schedules every Tuesday morning. The content will be posted on MyKangan. Tasks, discussions and research will be conducted inside the 4 hour slot and at home.

You are expected to work towards goals independently and to be able to operate as part of a team. In a work place you will sometimes be lucky to work with people that you easily get along with, but unfortunately you might often have to work with people that you might not easily get along with. A professional looks beyond this and finds ways to function in a professional environment with a range of personalities.

MyKangan

MyKangan is Kangan’s content delivery platform for all classes. You will find all the content on MyKangan and as stated before: you will submit your assessments here. To access MyKangan please open Kangan’s student portal and click on MyKangan. Next find the class by unit title. This can be a bit hard to see, so make sure to know the unit titles.

I will run you through this in person.

This is also where you will submit your assessments. You will find hyperlinks with names such as Submit Assessment 1 here.

You can send messages to your teacher and you can leave comments as well. I am always open to suggestions, so please feel free to forward ideas about content or software that you would like to cover.

Introduction to Units of Competency

This class will focus on these Units of Competency:

BSBCUS401B Coordinate Implementation of Customer Service Strategies

BSBCUS501C Manage Quality Customer Service

Please click on the link to view the Unit of Competency Text. Read through the elements and performance criteria to understand what you need to do to pass this class. The elements and performance criteria basically state all the points that yu need to prove to know.

In-class Task

Answer the 4 questions below and upload to MyKangan. Either complete electronically (eg MS Word) or on paper in form of a mindmap.

  1. Write your definition for customer service, good customer service and bad customer service.
  2. What does customer service mean to you?
  3. How can a business ensure good customer service (as a standard)?
  4. Give examples for brands, business or industries/trades with good customer service and for businesses with bad customer service.

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Link to all Classes     Class 2     Class 3     Class 4     Class 5     Class 6     Class 7    

Today’s Class

  • Discuss Assessment 2
  • Inspirations for Tables of Content
  • Feedback

Assessment 2

You can work on Assessment 2 in class and I will help with questions:

Assessment 2 Multimedia Production

Below is an example of the Multimedia Production Cycle:

Multimedia Production Cycle - This image is under the Creative Common Agreement, you can use it but will need to reference this site: www.classoffederico.wordpress.com
Multimedia Production Cycle – This image is under the Creative Common Agreement, you can use it but will need to reference this site: www.classoffederico.wordpress.com

Inspirations for Tables of Content

Below are some ideas for a table of content. You can always go for a traditional table of content or do something more exciting.

Make sure that the information is easy to find. A good design is one that is easy to understand. This should not stop you from making it fun though.

Some of the images can be found at this good compilation of table of content designs: Smashing Magazine – Table of Content: Creative Examples.

Colourful Table of Content - Ribbons in Primary Colours - found at: LifeBlue.com
Colourful Table of Content – Ribbons in Primary Colours – found at: LifeBlue.com
Text and Shapes - This design lends itself to an interactive use - found at: Klafferty.com
Text and Shapes – This design lends itself to an interactive use – found at: Klafferty.com
Text-based Table of Content - Very Graphic and Black and White- found at: Smashing Magazine (click image for inspiring article on table of content design)
Text-based Table of Content – Very Graphic and Black and White- found at: Smashing Magazine (click image for inspiring article on table of content design)
Text and Shapes - This design lends itself to an interactive use - found at: Smashing Magazine (click image for inspiring article on table of content design)
Text and Shapes – This design lends itself to an interactive use – found at: Smashing Magazine (click image for inspiring article on table of content design)
Table of Content from Textbook - This design lends itself to an interactive use - found at: Smashing Magazine (click image for inspiring article on table of content design)
Table of Content from an old Textbook – This design lends itself to an interactive use, the bird silhouettes could get highlighted when touched – found at: Smashing Magazine (click image for inspiring article on table of content design)
Fruity Design - This is great for a menu, very appetizing thumbnails - found at: WeddingPhotography.com
Fruity Design – This is great for a menu, very appetizing thumbnails – found at: WeddingPhotography.com.ph
Colours, Numbers and Boxes - very happy and alive, personally I do not like the distortion of the word content - found at: Flickr
Colours, Numbers and Boxes – very happy and alive, personally I do not like the distortion of the word content – found at: Flickr
Typographic with Colours and Photos - The use of large numbers is effective and the low opacity of the boxes works, personally, I find it looks a bit dated- found at: JuxtaPost.com
Typographic with Colours and Photos – The use of large numbers is effective and the low opacity of the boxes works, personally, I find it looks a bit dated- found at: JuxtaPost.com

Feedback

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Link to all Classes     Class 2     Class 3    Class 4      Class 5     Class 6       Class 7

Today’s Class

  • Work on Assessment 1
  • Compare the Completed Experience Planner
  • Inspirations for Layout
  • InDesign Workshop
  • Assessment 2
  • Feedback
A Clean and Beautiful Layout for a Portfolio by Graphic Designer Derek Chan. Source: Computer Arts Projects- Issue 153, 2011, Design for the Web
A Clean and Beautiful Layout for a Portfolio by Graphic Designer Derek Chan. Source: Computer Arts Projects- Issue 153, 2011, Design for the Web

Work on Assessment 1

You will work on Assessment 1 in class for the first 2 hours. You should be close to completion and hopefully be able to complete Assessment 1 by the end of class.

Compare the Completed Experience Planner

Use the attached experience planner, that we completed in class based on the CentreLink experience: Experience Planner- filled in partly after class 04.

Use it to help you create an experience planner for the event PDF that you are creating. This will give you the ability to focus on fixing negative experiences and planning for a positive experience with a product or service.

Inspirations for Layouts

Inspirations for layouts can be found at various places:

  • Creative Hotlist this site has a large selection of solid design ideas. You will find many design concepts that are inspiring to look at and are complete as a work.
  • Born Book is a beautiful and inspiring interactive PDF document.
  • Issuu is a site that allows you to publish your work and you can find a large number of publications there.
  • Lonny is the website of the Lonny Magazine, a online home decor magazine that highlights inspiring interiors, innovative designers, and the latest things to buy for interiors. Their online interactive magazines are good examples of interactive PDFs and layouts.

More example of interactive PDFs (posted last week): Adobe Magazine, Font Magazine, Know-It-All Guidebook to King West, Vektoria Magazine, Blanket Magazine Revolution Art Magazine, Revolution Art Issue 40,

Swiss travel poster from 1934 by Herbert Matter - Source: http://swisstype.wordpress.com/work/
Swiss travel poster from 1934 by Herbert Matter – Source: http://swisstype.wordpress.com/work/

Look at art styles and movements for layout ideas:

'For Great Road Trips: Switzerland' Poster by Herbert Matter in (Swiss) International Style -  Source: http://swisstype.wordpress.com/work/
‘For Great Road Trips: Switzerland’ Poster by Herbert Matter in (Swiss) International Style – Source: http://swisstype.wordpress.com/work/

InDesign Workshop

This InDesign workshop will look at the creation of interactive buttons.

The workshop will be held in class.

Check for updates!

Assessment 2

To be handed out. Check for updates within the next hours.

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Link to all Classes     Class 1     Class 2     Class 3     Class 4     Class 5     Class 6

Today’s Class

  • Assessment 1
  • Discuss Assessment 1
  • Feedback

Assessment 1

Assessment 1 is a planning assessment. Your focus will be on creating an interactive PDF for an event of your choice. Assessment 2 will then focus on the creation of the interactive PDF. We will go through the steps of creating the interactive PDF in the next 2 weeks.

Assessment 1 MM Production The Event

Below is an example of the Experience Planner completed in class: Experience Planner- filled in partly after class 04.

Discuss Assessment 1

Assessment 1 requires of you to plan an interactive PDF for an event of your choice. Assessment 1 will not require for you to create this interactive PDF, you will just plan for it.

Example of interactive PDFs: Adobe Magazine, Font Magazine, Know-It-All Guidebook to King West, Vektoria Magazine, Blanket Magazine Revolution Art Magazine, Revolution Art Issue 40,

Ideas for Events, Style and Feel

Look at the text for class 5 for ideas for events: Multimedia Production – Class 4

Feedback

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Link to all Classes     Class 1     Class 2     Class 3    Class 4      Class 5     Class 6

Today’s Class

  • Compare the Completed Experience Planner
  • Discuss Assessment 1
  • Homework for Assessment 1
  • Feedback

Compare the Completed Experience Planner

Attached is our experience planner, that we completed in class based on the CentreLink experience: Experience Planner- filled in partly after class 04.

Just to clarify, the idea with this experience planner is to have a more detailed look at the actual experience of a customer or user. This will give you the ability to focus on fixing negative experiences and planning for a positive experience with a product or service.

Discuss Assessment 1

Assessment 1 requires of you to plan an interactive PDF for an event of your choice. Assessment 1 will not require for you to create this interactive PDF, you will just plan for it.

Interactive PDFs and apps are good ways to promote events. We will focus on the creation of an interactive PDF in this class. Events can be promoted with style in this format. It allows for the promotion of the event and sponsors. Links to websites, addresses, phone numbers, embedded videos, there are a lot of options to include hypermedia elements in a PDF.

Example of interactive PDFs: Adobe Magazine, Font Magazine, Know-It-All Guidebook to King West, Vektoria Magazine, Blanket Magazine Revolution Art Magazine, Revolution Art Issue 40,

Ideas for Events

In class we discussed ideas for events:

  • Parties
  • Film Festivals (MIFF, French Film Festival, German Film Festival, Italian Film Festival, …)
  • Food Festivals (Melbourne Food and Wine Festival, Festivale, Tasting Australia, Great Barrier Feast, …)
  • Music Festivals (Stereosonic, Summadayze, Big Day Out, Soundwave, …)
  • Sport Events (Skateboard Event, Football World Cup 2014 in Brazil, Olympics, Melbourne Cup, …)
  • Health Events
  • Holiday Resorts (for tourists)
  • Fashion Week
  • Cultural Festival (Phil Fest)

Ideas for the Style, Look and Feel

To set yourself apart from the rest it is important to create work that is visually inspiring and in a style that appeals to the right target audience, but that is also within the spirit of time or contemporary. Be careful not to create the same old and to do something that you were inspired to by a software tutorial. The result would be most likely boring.

Look at contemporary design ideas and influences. Start your search in my links: Links to Inspire You (at the right side of this blog) include links to sites such as:

Each of these sites is filled with great inspirational designs! Use their Search tabs to access their databases.

Post on Retro Style Graphics on www.dzineblog.com - click image for link
Post on Retro Style Graphics on http://www.dzineblog.com – click image for link

Other ways to find inspirational designs and contemporary graphics

Look for the works of contemporary graphic artists and designers:

Jamie McKelvie

Jamie has a comic artist and illustrator. His works are interesting plays on figure/ground relationship (or positive and negative space).

If you look at the illustration below, her body is very abstract and basically just made up of a number of diagonal lines. Her shoulder and upper body are shown in shape, but towards the lower end of the shirt the lines are just left unfinished. I find this an interesting treatment and the illustration appeals.

The star in the top right is a cutout of the the diagonal lines, which are already very dynamic. The title has been highly stylised. The texture has an aged, scratched finish and the arrangement of the type is very interesting, it looks like display type used in a shop front.

Illustration: Jamie McKelvie - Suburban Glamour Comic Series
Illustration: Jamie McKelvie – Suburban Glamour Comic Series
Illustration: Jamie McKelvie - Art Brut Record
Illustration: Jamie McKelvie – Art Brut Record – Found at McKelvie’s Flickr account (click image)

Children’s Book Illustrations

There are many different styles of children’s book illustrations. One thing they all have in common is their target audience: children. That is what makes them so unique and often you can sense a desire in the illustrator to add a lot of story telling qualities and depth to the characters.

The interesting thing about children’s books as a source of inspiration is that you can search by designer or era.

You might be surprised that iconic graphic designer Saul Bass illustrated a children’s book. ‘Henri’s Walk to Paris’ was published in 1962 and if you look at the pages you will recognise the style of Bass. I strongly believe that children should be exposed to good graphic design ideas. I don’t mean the theory, but the children’s book should be inspiring. Below are some pages from ‘Henri’s Walk to Paris’.

From 'Henri's Walk to Paris' 1962 - children's book by Saul Bass Found at: Brainpickings.org
From ‘Henri’s Walk to Paris’ 1962 – children’s book by Saul Bass Found at: Brainpickings.org
From 'Henri's Walk to Paris' 1962 - children's book by Saul Bass Found at: Brainpickings.org
From ‘Henri’s Walk to Paris’ 1962 – children’s book by Saul Bass Found at: Brainpickings.org

The Street Art of Jef Aerosol

A Beautiful Piece by Aerosol found on his Facebook
A Beautiful Piece by Aerosol found on his Facebook

Look at GUI Design Trends:

There is a clear move towards touch interfaces, due to tablets and other mobile trends. This can be seen in the Windows 8 Metro interface and latest trends in the Xbox 360 interface.

Windows 8 Metro Interface - Courtesy of www.geeky-gadgets.com
Windows 8 Metro Interface – Courtesy of http://www.geeky-gadgets.com
Xbox 360 GUI - Courtesy of www.engadget.com
Xbox 360 GUI – Courtesy of http://www.engadget.com

Google Search for Contemporary Graphics:

Google Search for Contemporary Graphics
Google Search for Contemporary Graphics

Google Search for Retro Futurism:

Retro Futurism - Click the image for a Google Search

Search for specific events – example Stereosonic

Stereosonic 2011
Stereosonic 2011

Search for specific technique: Photomontage

Artform that became extremely popular in the early 20th Century. Particularly popular in German Expressionism and Dadaism. Click the images for links to the original images or sites:

Photomontage: Amir Ebrahim Photography

Photomontage: Amir Ebrahim Photography

Massive Attack - The Essential Mix

Massive Attack – The Essential Mix

Homework for Assessment 1

Please complete the tasks below for next class:

  1. Pick an Event
  2. Find 10+ images for a style/feel that you like for the interactive PDF
  3. Write down events + locations for the event (relevant to your event)
    • eg: Skateboard Week
      • events
      • shops
      • cafes
      • parks
      • map

Feedback

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Link to all Classes     Class 1     Class 2     Class 3     Class 4      Class 5     Class 6

Today’s Class

  • Sorry, I will not be able to run this class in front of you. I did get very sick late last week and it is still holding on. As a result today’s class will be a pure online class.
  • Designing a Holistic Customer Experience
  • Completing last week’s Experience Planner
  • Design the experience for a product of your choice
  • Feedback

I WILL POST THIS AT 7:30AM AND POST UPDATES THROUGH THE DAY WITH MORE DETAILED EXPLANATIONS

Designing a Holistic Customer Experience

Let us recapture some of last class:

  • When we plan for a multimedia production (or any type of production really) we should plan with the customer or user experience in mind. This means that we actually design the playground for the customer experience.
  • Good design tells a story!
  • What story will your design tell?

Completing Last Week’s Experience Planner

Please complete last week’s experience planner: Class-02-task – filled in partly after class 02.

Design the Experience for a Product of Your Choice

Now, try to apply the Experience Planner to a new product.

The new product can be a website: so, imagine a new website. Write down a few facts: name and purpose (be descriptive for the purpose), service/product (what will the user get from it), other aspects.

Apply the experience planner to this website! Give it a fair shot and complete all points! Take your time to do this and do not rush it like a task that is annoying, but savor it like a task that anticipates the pleasures that your future users will have.

Use the same template.

Feedback

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