Prepare for Work in a Customer Engagement Environment #1

Prepare for Work in a Customer Engagement Environment

Assessment Task One Questions 1-4

Unit Objectives

• DISCOVER how to relate your own role to customer engagement operations.

• UNDERSTAND how to reflect on personal performance.

• LEARN how to maintain a professional approach to employment.

• DISCOVER how to participate in a workplace team.

• GAIN skills and knowledge required for this unit.

1.1-1.4: Relating your own role to customer engagement operations.

• For the purpose of this presentation: 1.1 equals (=) Question 1 on your Assessment Task

• 1.2 equals (=) Question 2 on your Assessment Task

• And so on (etc...)

Multiple Choice

For this presentation, 1.1 is the same as Question ____ on your Assessment Task

• 11

• 1

• 2

• 4

1.1 Identify Specific customer engagement operations and relate these to the industry-wide context.

• **The next slide is important for Assessment Task One, Question 1!!**

Specific customer engagement operations may include:

• Customer support

• Data collection

• Information services

• Marketing

• Sales

• Service Provision

• Combination of all of the above.

Open Ended

Can you identify three things from the previous slide?

1.2 Identify how customer contact activity contributes to the organisation's goals.

Multiple Select

Tick what you think would be some good organisational goals.

• company objectives

• mission statements

• changes and continuing improvement

• all of the above

• none of the above

Open Ended

What are goals and why should a company have them?

Customer Orientated Goals **(this slide will help qith question 2)**

• Collecting Customer Data

• Providing great customer service and engagement

• Understanding customer requirements.

• Cross-selling to customers

• Up-selling to customers

• Providing product/service knowledge

Open Ended

Can you identify two customer orientated goals from the previous slide?

1.3 Identify personal customer engagement role and operations

• There are two general ways we can describe roles in an organisation

• Backstage and Front End

Multiple Select

A backstage role would possibly mean:

• You have a lot of contact with customers.

• You never have to speak to customers.

• You don't usually have direct contact with customers.

• You support staff who have direct contact with customers.

Backstage vs. Front End Roles

• BACKSTAGE can be described as the roles withing an organisation that may not necessarily come into contact with customers.

• FRONT END staff are those who have regular contact with customers.

Open Ended

Describe BACKSTAGE and FRONT END roles. What is different about these roles?

A personal contact (front end) role could include:

• Dealing with customer complaints in an efficient manner

• Receiving inbound calls from customers

• Understanding what information is being requested and provide correct answers

• Using a Call Tracking System (CTS) or Customer Relationship Management (CRM) system

Poll

Did the video help you understand the difference between onstage (Front End) and backstage roles?

• Yes

• No

• No, he spoke way too fast.

• I'm super confused!!

1.4 Identify personal performance requirements and expectations

Open Ended

Write down some things you could do to make sure the customer leaves with a good feeling about the company, product or service?

To help the customer leave with a positive feeling you should:

• Smile and make eye contact

• Have a good telephone manner

• Use positive, open body language

• Speak clearly

• Be patient

• Keep calm if the customer becomes hostile and abusive

You should now be able to complete Question 1-4 for Assessment Task One