What is the single-most valuable piece of knowledge you have gained during this module about the co-ordination of customer service strategies or building relationships with clients?
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About Me
- James in Bologna
- Bologna, Emilia-Romagna region, Italy
- Thanks for stopping by and reading the 'bo-log'. In January 2017, I upgraded my MCA (Master of Creative Arts) at the University of Technology Sydney to a PhD. The project, 'Masculinity on Trial', looks for Australian masculinities lost in the establishment of the Anzac hegemony during WW1. From March to July 2017, I am being hosted in Italy at the University of Bologna on an ErasmusPLUS doctoral research writing scholarship.
6 comments:
I have learnt alot from this module in regards to Customer Service.
I think the information on monitoring customer service satisfaction was very interesting. I feel we probably do not do this enough and are more reactive to the only the complaints or issues as they filter through.
Its quite concerning thinking that potentially we are recieving less than 10% of these issues, which could be doing damage to our reputation with in our current and future clients companies.
Also I have now put more focus, as a team leader, on my team as being my clients.
They are the most important resource I have and without regular feedback and forums with them. I maybe over looking crucial information which in hindering their satisfaction in their roles.
Overall this module was a good refresher in content I already knew but did gain a lot of new skills and tools to assist in my current and future roles.
Thanks for your comments Nick, much appreciated. I am glad this module provided you the refresher needed. We often know what to do, but often get sidetracked with day to day business issues so it is great that a course like this can allow you to step back and reassess.
Thanks for your comments Nick, much appreciated. I am glad this module provided you the refresher needed. We often know what to do, but often get sidetracked with day to day business issues so it is great that a course like this can allow you to step back and reassess.
Module 4 was a good way to reflect back at some of the key principals around identifying and meeting customer expectations.
For me the piece that resonated the most was asking the customer for their feedback. We’re do do this from time to time but I think at times we are so busy trying to do our jobs, process bookings, and manage our workloads as best we can that we probably don’t stop and ask for feedback from the customer to ensure what we’re doing is exactly what they want .. and if we do we may find out that some of what we’re doing isn’t a ‘must have’ for the customer and we could work smarter not harder to deliver what they really want
See you all in Module 5 – Sales & Marketing
For me, the most important thing is to be proactive and ask the client - are we meeting their requirements? Also that it is important that once you have this information, that you communicate it to everyone so as a team we can meet the clients expectations.
Ok - time to be honest...
The actual 2 day course we had in Auckland was in my opinion a bit step back in what most of us already knew and were doing.
However, it's always useful to recap and for me the two day, Module 4 course just did that.
If I will take one thing away with me from the module it will be learning to take all of my clients and customers differently and not treating them all the same (and not to judge a book by it's cover - VERY EASY TO DO). Some clients need different levels of understanding, listening and communication and in this we need to quickly identify who needs what level.
Cheers - see you all tomorrow for Module 5....
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