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.
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.
‘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
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
Making an appointment
Purchasing organisation’s products and services
Returning organisation’s products and services
Write down a context this may happen in, a location or point of contact (online, in a shop in person).
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.
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
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:
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!
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.
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:
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 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:
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.
Answer the 4 questions below and upload to MyKangan. Either complete electronically (eg MS Word) or on paper in form of a mindmap.
Write your definition for customer service, good customer service and bad customer service.
What does customer service mean to you?
How can a business ensure good customer service (as a standard)?
Give examples for brands, business or industries/trades with good customer service and for businesses with bad customer service.
Please leave your feedback in form of a comment. Your feedback and suggestions will help me to make this blog more user friendly. Thanks!
Illustration by Jessie Ford, found on DzineBlog.com
Photomontage: Amir Ebrahim Photography
I Want You – Emily Strange, The lovable Emily Strange came to life in 1991, designed by Nathan Carrico for Santa Cruz Skateboards. She is referred to as a counterculture icon. I would just call her a sceptic. Image found at: Kollectable Kaos
Custom Shapes and Custom Shape Icon
Jenga, photo courtesy of: Design-Crit.com
Vista Lighting Effect – Courtesy of: Tutorial9
He loves OHS! – Photo by Karpati Gabor on morgueFile
Luminescent Lines – Courtesy of: PSDLearning
Image from morgueFile by lemai13
The gentle curve of the river and the light green tones of the grass give this image a calming feel. The montains and the clouds have a less calming effect. Image: courtesy of Icon Photography School – http://www.photographyicon.com/line/
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)
Found at Inc.com
Colourful Table of Content – Ribbons in Primary Colours – found at: LifeBlue.com
Examples of Output and Display for web-content. Image: live.surveyshack.com
Vertical lines of a dark fence, image courtesy of p.ic – Photo Internet Collection – www.photoic.wordpress.com, photographer: Federico Viola
Work by Justin Anderson
Light Streaks – Courtesy of: PhotoshopEssentials
This is a template for a business website found at TemplateMonster. It is interesting in the sense that it breaks up the main image as part of the navigation. The sound it comes with is annoying.
Massive Attack – The Essential Mix
Based on a photo by delboysafa from morgueFile.com
Study – Lines and Grace Kelly – by Federico Viola photo: courtesy of GettingCheeky.com and curved lines wallpaper: courtesy of FreeFever.com
From ‘Henri’s Walk to Paris’ 1962 – children’s book by Saul Bass Found at: Brainpickings.org
Colours, Numbers and Boxes – very happy and alive, personally I do not like the distortion of the word content – found at: Flickr
Photo by frenchbyte on morgueFile
The swirls in the image are made up of numerous lines. Courtesy of: www.openprocessing.org
Based on photo by dhester from morgueFile.com
Screenshot from What’s Your Story by Joyce Hostyn
Layers in Photoshop are like a Collage of images stuck on top of each other…
Experimental Photomontage by Robert Heinecken
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
Swiss travel poster from 1934 by Herbert Matter – Source: http://swisstype.wordpress.com/work/
Illustration: Tavis Coburn – Illustration for for an article predicting trends in Apple’s mobile strategy. Found on: TavisCoburn.com
Free Transform and Ctrl – I am loving it!!!
Photo by clarita on morgueFile
Photo by DTL on morgueFiles
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)
Poppies – Vector art Federico Viola based on photo by hotblack from morgueFile
Photo by ariadna on morgueFile
Fruity Design – This is great for a menu, very appetizing thumbnails – found at: WeddingPhotography.com
Italian movie poster found on Abduzeedo.com
The Face by drfranken found on ChromoArt.de
Screenshot of Endless Alphabet 2, courtesy of AppsPlayground.com
Illustration: Jamie McKelvie – Art Brut Record
Uncle Sam Wants You, WWI Propaganda Poster for US Army recruits, Design by James Montgomery Flagg, 1916, image found at: Live Auctioneers