Unit 2 Customer service in business environment session 3

UNIT 2 Customer service in a business environment

Now create a feedback form for college.

What we will be doing today.....

Starter

Create 3 ways to gather customer feedback

Learning intentions

Discuss next week.

Problem

Quiz

Starter task: Think of a popular product. What celebrity would you choose to promote it and why? Can you create a quick poster or mini ad showing the celebrity, product, the backing music and any slogans to sell the product.

Mes, 202X

Lets see what you have created. Upload to your Unit 2 channel

Learning Intentions

Look at this business problem and create 2 methods to monitor customer feedback

QuizTime

Create your own

Feedback is important so create a customer feedback form for learners at the college. Topic of your choice. Helpful link below.

ProblemSolving

Lets see what you know already about outcome 3 Be able to monitor and review customer service.

+ Info

+ Info

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Problem: A business that sells a popular fitness tracker device is encountering a significant increase in customer complaints regarding product quality and functionality. Many customers are reporting issues with the device's battery life, inaccurate tracking data, and difficulty syncing with their smartphones. These complaints have led to a noticeable decrease in customer satisfaction and an increase in product returns, which is impacting the company's reputation and profitability. What methods would you use to monitor the feedback? Create 2 professional documents to show this. Log these in your class note book area.

Problem

By implementing these methods to monitor customer feedback, the business can gain valuable insights into product issues and customer views and opinions.

Solutions

Upload your finished version to your class note book area, (Unit 2) this needs to be completed in preparation for next weeks lesson.

What platform will you use to create this on? how will your customers interact with it? face to face/online etc..

Platform

Questions

How easy is it to complete for your customer? How long?

Topic

Customer experience

If you were the customer how would you answer it? is it clear? and is it fit for the purpose according to your topic or does it encourage your customer to give an irrelevant answer.

What are your questions going to be about?

Create your own

Take a look at this video and the impact that he has on people. Be prepared as we may look at this in more detail.

Homework

Well done alot of work completed today.

Don’t forget to Upload

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.

Customer Support Data: Review data from customer support interactions, including phone calls, emails, and chat messages. Identify common customer issues and track the resolution process to ensure problems are addressed effectively.

Online Reviews and Ratings: Monitor and analyse reviews and ratings on e-commerce platforms, such as Amazon and the company's own website. Pay attention to both positive and negative reviews to understand what customers like and dislike about the product.

Social Media Monitoring: Set up social media listening tools to monitor mentions of the product on platforms like Twitter, Facebook, and Instagram. Analyse social media comments and messages to identify recurring issues and sentiments.

Cross-functional Teams: Establish cross-functional teams that include members from product development, quality assurance, marketing, and customer support. Regularly meet to discuss feedback and prioritise actions to improve the product.

Competitor Benchmarking: Compare the product's performance and features with competitors' offerings to identify areas where improvements are needed to stay competitive.

Customer Surveys: Create online surveys that are sent to customers after they purchase the fitness tracker. Include questions about their overall satisfaction, specific issues they've encountered, and suggestions for improvement.

Beta Testing and Prototyping: Develop a beta testing program where a group of customers can try out new features or improvements before they are rolled out to the wider user base. Gather feedback from beta testers to make informed decisions on product changes.

User Analytics: Collect data on how customers are using the fitness tracker by analysing user activity on the associated mobile app or website. Look for patterns in user behavior that might indicate areas of difficulty or confusion.

Data Analysis Tools: Utilise data analysis tools and software to process and interpret feedback data efficiently. Implement sentiment analysis to categorise feedback as positive, neutral, or negative.

Product Feedback Forums: Create or leverage online forums or communities where customers can discuss their experiences, ask questions, and offer suggestions. Monitor these forums for valuable insights and engage with customers to show a commitment to addressing their concerns.