Section outline

  • Here is some code for nice coloured blocks, I have bolded the extra code for each change I made.

     You can change any of the colours but they must start with a #, same with the padding or border size but they need a px after. Each attribute has a : after it and finishes with a ; eg "color: #000000;"

     CSS Schools is a good place to learn more and it has a try it out spot as well: https://www.w3schools.com/css/css_colors.asp

     

    • Test text

    • Test text

    • Test text

    • Title

      Test text

    • Note: ---- 

    • Writing

    • Speaking

    • Listening

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      dkjkdhhkhkjhd

      dkhhkjhkd

    • Activities

    • Resources

    • Assessment

    • Block Html code 

       

       

       

       

       

       

       

      activity 

      activity 

      activity 

      activity 

      activity 

      workbook 

       

      <div class="aBlock-activity"> 

      <h3>Writing</h3> 

      <h4></h4> 

      <p></p> 

      </div> 

       

      <div class="aBlock-discussion"> 

      <h3>Speaking</h3> 

      <h4></h4> 

      </div> 

       

      <div class="aBlock-headphones"> 

      <h3>Listening</h3> 

      <h4></h4> 

      <p></p> 

      </div> 

      <div class="aBlock-reading"> 

      <h3>Reading</h3> 

      <h4></h4> 

      <p></p> 

      </div> 

       

       

      <div class="aBlock-byte"> 

      <h3>Activities</h3> 

      <h4></h4> 

      <p></p> 

      </div> 

       

      <div class="aBlock-workbook"> 

      <h3>Resources</h3> 

      <h4></h4> 

      <p></p> 

      <p></p> 

      </div> 

       

      <div class="aBlock-assessment"> 

      <h3>Assessment</h3> 

      <h4> </h4> 

      <p></p> 

      </div> 

       

    • Making a rounded border for text in Moodle.

      <p class="rounded border border-primary mb-2" style="padding: 10px;">Here is my text!</p>

      <div class="rounded border border-primary mb-2" style="padding: 10px;">Here is my text!</div>

    • Customer Service 

      So!  What is customer service?

      Customer Service is what a business does that directly involves customers or has an impact on customers.

      It is an end-to-end series of activities/process by which a business deals with its customers.  In such a process, all of the various interactions are interrelated parts of a whole experience – not discrete, unconnected transactions. 

      Good service is about getting all parts of the process right.  Therefore, like any chain, the service is only as strong as its weakest link.

      Customer Satisfaction

      The customer’s impression that the service provider has done something worthwhile, done in the way the customer wants it done.

      Customer Care

      Customer care is completely meeting the customers’ needs.  Contact between the customer and sales person must be positive, productive and profitable for the customer. Your customer can access your place of work in a variety different of ways so you NEED to be memorable as there are few second chances in sales.

    • Who is the customer? 

      Customers can be divided into two groups: Internal and External.

      Internal
      Internal customers are employees within the organisation. An example would be inter-departmental employees, e.g. the General Manager’s personal assistant organising a meeting with the sales staff
      External
      External customers are the people outside of your business who have a relationship with your business. For example, buying your products or services, or sales representatives selling goods/services to your business.

    • What does good service look like? 

      Service Activity 

      What this looks like

      Products and services information

      Clearly explaining what you offer

      Counter and face-to-face service

      Helping customers meet their needs

      Telephone service

      Quick, accurate service

      Taking customers’ orders

      Making it easy to buy

      Follow-up documentation

      Relevant and timely follow up

      Managing payments

      Making it clear and easy to pay

      Visiting the customer

      Arriving on time

      Making repairs

      Fixed first time, on time

      Handling complaints

      Turning complaints to compliments

      Service 

      A customer-focused business



    • The 7 skills of good customer service

      1. Greet your customer
      2. Make eye contact
      3. Smile
      4. Listen
      5. Use the customers name
      6. Be courteous
      7. Express thanks

    • Video

      Bad customer service

      We all know what bad customer service looks and feels like, but before we launch into good customer service lets be reminded of how frustrating bad service can be for the customer!

    • Why is good customer service important?

      If you don't provide great customer service you wont have a business or a place to work!

      Perception of an organisation is affected by either good or bad service.

      Word of mouth recommendations can be either increased or decreased depending on the service customers receive.

      Retention of customers costs less than trying to attract new customers.

      Profits of organisations increase if service is given and customers are satisfied and keep returning.

      Staff feel valued and committed if everyone works towards giving service in their areas of responsibility.

      Staff can make a promise to customers with high expectations of being supported in the Service Chain if everyone in the chain adheres to their particular responsibilities.

    • The Service Chain

      Service Chain as part of Customer Service

      • Communication and networking are essential for all parts of the service chain to function.
      • Any gaps in the service chain results in a breakdown of service to the external or internal customer.
      • Need to delegate if some part of the service chain is unable to be actioned by a given person.
      • It is desirable for all members to be a team player and pick up own responsibility and share workload.
      • Use initiative and try more than one place/person/system to obtain information or deliver a service.
      • Internally respect each other as customers so that external customer receives the benefit of harmonious staff relationships and is ultimately satisfied.

      The service chain is vital to retain customers, so that they in turn recommend and recruit other customers for the organisation.  Suppliers, manufacturers and distributors all have an impact on how a business serves its customers.

      The Service Chain and roles:

      Manufacturers
      Produce good to meet the customers’ expectations. The goods are then sold to distributors or direct.
      Distributors
      Buys or imports goods from the manufacturer and sells them to suppliers. These need to be delivered to suppliers on time to meet customer demands.
      Suppliers
      Sell goods to the retailer or outlet stores. They do not deal directly with the public but are responsible for timely delivery of goods.
      Customer service staff
      People that deal directly with the customers.
      Support staff
      Support staff do not directly deal with customers but their actions and service impact on the service provided.

    • Non-Verbal Communication

      Body Language is non-verbal communication and plays a vital role in communicating effectively.  In fact body language is 80% of the impression you make!

    • Video

      Types of non-verbal communication (4 mins)

      As you watch this video identify and record the types of non-verbal communication.  This will help you;

        • Become more aware of others.
        • Become more aware of the impression you make on others.

    • Topic Forum: Communication - Workplace assessment

      As part of the Workplace assessment your employer will be assessing you on applying communication skills, outcome 3  This is a fantastic opportunity to think about when you have demonstrated these skills in the workplace and share these experiences with others who may feel stuck for ideas. 

      Think about how you apply communication skills.
      • Give an example of using effective communication in your workplace.
      • What was the positive outcome for the customer?
      • Name three specific skills you have learnt in this course that you used in this situation.
      Post your response to the forum below.
    • Forum icon
      Communication - Workplace assessment Forum
      View Start discussions: 1 Make forum posts: 1

    •   Think about ...Do you manage time or does time manage you?

      The following may help you answer this question......

      • Are you always rushing from one task to another?
      • Do you spend time searching for lost articles/files/resources? 
      • Do you run out of time?  
      • Do you feel dissatisfied when you are not ‘organised’?
      Reflecting on your thoughts, think of two changes you could make to ensure your customers get the best from you.  
      TIP -  Improvements you make can be identified by your employee and used for your Workplace Assessment; Apply self-management skills, Outcome 2.

    • Time Management

      Few things are more critical to your productivity than your ability to manage time. 

      What can you do to manage your time more efficiently?
      • Plan your task by preparing a TO DO LIST – try it the night before.
      • Prioritise your list – make sure the urgent items are done first.
      • Set a time for that task – make it appropriate and realistic, avoid being distracted from that task until it is complete
      • Be punctual – arriving at work on time means that you work for the time you are paid.  It also means that your day can start free of ‘hassles’ caused by catching up on 5 or 10 minutes lost at the beginning of the day.
      • Do it now.
      • Handle each piece of paper only once.  
      • Orderliness – keep things in their own place.

    • Time Wasters

    • Meet the Top 15 time wasters!
      1 Telephone interruptions 
      2  Visitors dropping in
      3  Crises
      4  Lack of objectives, priorities
      5  Cluttered desk
      6  Personal disorganisation
      7  Ineffective delegation
      8  Attempting too much at once
      9  Confused responsibility
      10  Inadequate or inaccurate information
      11  Procrastination
      12  Lack of communication
      13  Inability to say “No”
      14  Leaving tasks unfinished
      15  Lack of self-discipline

    • Checkpoint

      Your service attitude - Quiz

      A service attitude is one that is customer focussed.  Complete the quiz and check if you have a good service attitude, then check the score sheet below.

      Score sheet

      35 – 50
      An excellent score, your good service attitude should contribute to making you a valuable team member, wherever you choose to work.
      15 – 30
      You have a good chance of developing a good service attitude. Review your answers to see where you could start improving. Remember workplaces rely on staff with good service attitudes.
      0 – 10
      A good service attitude is needed by people who work in service industries; with such a low score you would need to consider whether you are an asset to not to the service industry
    • Quiz icon
      Your service attitude - Quiz
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