Manage Quality Customer Service – Class 5

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

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.

Feedback

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Manage Quality Customer Service – Class 4

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

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!

Feedback

Please leave your feedback in form of a comment. Your feedback and suggestions will help me to make this blog more user friendly. Thanks!

Manage Quality Customer Service – Class 3

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.

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

Feedback

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Manage Quality Customer Service – Class 2

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

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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Manage Quality Customer Service – Class 1

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.

Feedback

Please leave your feedback in form of a comment. Your feedback and suggestions will help me to make this blog more user friendly. Thanks!