CUSTOMER SERVICE SPECIFICATION REQUIREMENT

CUSTOMER SERVICE SPECIFICATION REQUIREMENT

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The objectives

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1. The importance of meeting with customers

2. The key of promotional items

3. Profile portfolio and media social content

4. The industrial requirement​

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1. THE IMPORTANCE OF MEETING WITH CUSTOMERS

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The power of a client meeting should never be underestimated – they provide an invaluable opportunity to build long-lasting rapport, develop a full understanding of how each party operates and indicate the best way to work together in the future.

1.1 PLANNING

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Stronger impression with your customers,  to not just selling a product

• Your passion Highlight what’s new, unusual, or surprising.

• Asking HOW IS... Give people a reason to care.

• Meet face-to-face Let’s meet and talk to know more message from customer

How to Make a Great First Impression

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1.2 SERVICE OFFERINGS

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• Service offering has to accomplish

• Service requirements 

• Catalog of the services needed

• Service solution

• The abilities of the operating service

• Service management

• Accomplish the goal

1.3 CUSTOMER INTERACTION

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​Customer interations are instances when people communicate and engage with businesses. These moments occur throughtout the customer journey and typically relate to marketing campaigns, sales promotions, and service-related issues.

1.3 CUSTOMER INTERACTION

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Awareness

Consideration

Acquisition

Experience

Loyalty

​The customer is looking for a new makeup removal products.

​The customer researches both your company and your competitors.

​The customer decides your product is the best and goes through the checkout process to make their purchase.

​The customer is starts using it in their daily makeup removal step.

​The customer finds very comfort with your makeup removal products and promotes it to their friends and colleagues.

There are plenty of reasons why customers interact with business - not to mention the plethora of channels they use, too. In fact, the image below show us five general examples that can be applied to most customer experiences.

1.3 CUSTOMER INTERACTION

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​Overall, there are three main reasons why customers interact with a business: marketing, sales, and customer service. In each of these, customers have different needs, goals, and expectations from your brand, but that doesn't make one reason more important than another. All of these reasons are important opportunities for your brand to acquire, convert, and delight your customers.

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Let's look at some examples of customer interactions, categorized by marketing, sales, and customer service.

1.3 CUSTOMER INTERACTION

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​Examples of Customer Interactions​

a. Customer Interactions in Marketing​

• A customer sees an advertisement for your brand on social media and comments on it.

• A customer goes into your store and asks about the features of a specific product or service.

• A customer signs up for your email newsletter to receive weekly updates and promotions.

• A customer goes to one of your company events.

1.3 CUSTOMER INTERACTION

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​Examples of Customer Interactions​

b. Customer Interactions in Sales

• A customer calls your support line and asks to speak with a sales representative.

• A customer is surfing your website and decides to open a live chat conversation with a sales representative.

• A customer receives an email from your sales team and schedules a meeting.

• A sales representative calls a customer to see how they are liking their new product or service.

• A sales representative emails a customer to follow up on a conversation that had earlier.

1.3 CUSTOMER INTERACTION

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​Examples of Customer Interactions​

c. Customer Interactions in Customer Service

• A customer calls a support line to get help with a product or service.

• ​A customer has a question about a product, service, or marketing promotion, and reaches out to your brand on social media.

• A customer who's upset with their customer experience writes a negative review of your brand.

• A customer success manager reaches out to a customer who's showing signs of churn.

Open Ended

Q; In this video, tell us what are the feelings when you are facing the bad customer service?

And, do you think the client will give a thumbs-up to a good customer service?

1.4 Understanding customer needs

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1.4 Understanding customer needs

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​‘Most Common Types of Customer Needs’

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The first step to identifying customer needs is with a customer needs analysis that takes all of the following into account: product-market fit, customer feedback, input from your service team, and any customer service data you can gather. From there, you'll be able to identify customer needs as well as any friction that exists in your process.

1.4 Understanding customer needs

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Product Needs:

a. Functionality

Customers need your product or service to function the way they need in order to solve their

problem or desire.

b. Price

Customers have unique budgets with which they can purchase a product or service.

c. Convenience

Your product or service needs to be a convenient solution to the function your customers are

trying to meet.

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1.4 Understanding customer needs

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​Product Needs:​

d. Experience

The experience using your product or service needs to be easy -- or at least clear -- so as not to

create more work for your customers.

e. Design

Along the lines of experience, the product or service needs a slick design to make it relatively

easy and intuitive to use.

f. Reliability

The product or service needs to reliably function as advertised every time the customer wants to

use it.

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1.4 Understanding customer needs

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​Product Needs:

​g. Performance

The product or service needs to perform correctly so the customer can achieve their goals.

h. Efficiency

The product or service needs to be efficient for the customer by streamlining an otherwise time-

consuming process.

i. Compatibility

The product or service needs to be compatible with other products your customer is already using.

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1.4 Understanding customer needs

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Service Needs:

j. Empathy

When your customers get in touch with customer service, they want empathy and understanding

from the people assisting them.

k. Fairness

From pricing to terms of service to contract length, customers expect fairness from a company.

l. Transparency

Customers expect transparency from a company they're doing business with. Service outages,

pricing changes, and things breaking happen, and customers deserve openness from the

businesses they give money to.

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1.4 Understanding customer needs

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Service Needs:

​m. Control

Customers need to feel like they're in control of the business interaction from start to finish and

beyond, and customer empowerment shouldn't end with the sale. Make it easy for them to return

products, change subscriptions, adjust terms, etc.

n. Options

Customers need options when they're getting ready to make a purchase from a company. Offer

a variety of product, subscription, and payment options to provide that freedom of choice.

1.4 Understanding customer needs

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Service Needs:

​o. Information

Customers need information, from the moment they start interacting with your brand to days and

months after making a purchase. Businesses invest in educational blog content, instructional

knowledge base content, and regular communication so customers have the information they

need to successfully use a product or service.

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2. KEY OF PROMOTION ITEMS

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Promotional products—usually imprinted with a company's name, logo or message—include useful or decorative articles of merchandise that are utilized in marketing and communication programs. Imprinted products that are distributed free are called advertising specialties. Imprinted items given as an incentive for a specific action are known as premiums. Business gifts, awards and commemoratives are also considered promotional products.

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2.1 PRODUCT SAMPLE

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2.1 PRODUCT SAMPLE

During the product promotion process, sampling involves providing a sample of a consumer product to consumers so that they may try said product before committing to a purchase. A free sample, or freebie, is a portion of a product (i.e., food or makeup) given to consumers in retail stores or other outlets. Sometimes samples of non-perishable items are included in direct marketing mailings. The purpose of a free sample is to acquaint the consumer with a new product, and is similar to the concept of a test drive, in that a customer is able to try out a product before purchasing it.

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2.1 PRODUCT SAMPLE​

Many consumer product companies now offer free samples through their websites, to encourage consumers to regularly use the products and to gather data for mailing lists of potentially interested customers. The expansion of online marketing with regards to promotional giveaways has facilitated the rise of “freebie websites” that seek to aggregate all promotional free sample offers in one place. These sites will often compile free product samples from all over the web and categorize them by type. Some product sample offers may require consumers to complete a survey or refer a friend in order to qualify for the freebies. Additionally, the advent of the “socialgraph” and the realization that consumers more and more take cues from each other’s reviews, has opened up a new branch of sampling called Social Sampling.

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2.1 PRODUCT SAMPLE

​It is also possible to purchase products in small “trial size” containers. This is common with toiletries such as shampoo.

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2.2 CATALOGUE

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2.2 CATALOGUE

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​‘Catalogues are an ever popular promotional tool.’

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Businesses use catalogues to showcase products, services and sales. For many companies, catalogue marketing is a key sales initiative. In our digital age, catalogues continue to provide an effective way to present information to customers when they are offline.

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2.2 CATALOGUE

Offline marketing offers many benefits. It is an opportunity to communicate with your audience when they are not using their computer, tablet or mobile. People trust offline advertisements more readily.​

Catalogues offer a convenient format in which to present your branded information in a visually enticing way.

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2.3 FLYERS

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A flyer is one of the most basic and economical promotional pieces. It is usually produced as a single, unfolded printed sheet that draws attention to a specific product, service, or event. A flyer usually contains a very simple message that can be conveyed quickly. As such, a flyer typically makes effective use of graphics with minimal text.

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2.3 FLYERS

​Flyers are generally printed in the common 8.5" x 11" paper size to keep the cost as low as possible, though flyers can be created in any size that is easy to handle. Also, the printing is most commonly on one side of the paper, though there is no law that says flyers can't be printed on both sides.

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Flyers are commonly distributed by hand, such as at a trade show or other popular venue. They are also commonly distributed door-to-door, such as part of a neighborhood canvassing campaign. Flyers can also be sent out by mail, either enclosed in an envelope or folded and tabbed as a self-mailing piece (aka a "mailer").

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2.3 FLYERS

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2.3 FLYERS

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A flyer usually has a relatively short lifespan, such as being used to announce a new product or service, or a one-time event like a grand opening or special promotion. Because a flyer has a limited life, the paper used is often light weight. Flyers can be printed using any ink or paper color, however to be fully effective, full-color printing is generally the recommended choice. Full-color provides a more professional appearance and helps the flyer grab and maintain attention.

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2.3 FLYERS

​Video: How to Make a Flyer Your Audience Will Love

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2.4 GIFT VOUCHER

‘Using Small Business Gift Cards to Boost Sales’

Here are the tips for using gift cards to increase your holiday sales.

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2.4 GIFT VOUCHER

01. Offer both plastic gift cards and e-gift vouchers. These days, it’s all about giving shoppers options, right? While three-fourths of shoppers say they plan to buy plastic gift cards this year, compared to one-fourth who plan to buy e-gift vouchers, e-gift vouchers are gaining ground.

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​02. Promote your gift vouchers on social media. Consumers increasingly turn to social media for holiday gift ideas. Especially if you offer e-gift vouchers, advertising them on social media or creating organic posts can attract customers to buy them right then and there.

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2.4 GIFT VOUCHER

03. Market gift vouchers as a self-gifting option. Let’s face it: Most holiday shoppers end upbuying a little something for themselves, and gift vouchers are no exception. Create marketing messages that encourage customers to treat themselves with a gift voucher.

04. Use gift vouchers as promotional items. You can draw customers into your business — or get them to buy more than they otherwise would — with gift-voucher related promotions. It’s worth the cost, because customers who visit a business to use a gift card typically end up spending far more than the card’s value.

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2.4 GIFT VOUCHER

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05. Offer deals on gift vouchers themselves. Since most holiday shoppers are considering buying gift cards anyway, you can easily get them off the fence by offering a small deal.

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06. Place gift vouchers at the point of purchase. Gift vouchers are often an impulse (or desperation) buy, so putting an attractive display with gift vouchers, envelopes, gift-voucher bags or gift-voucher cases near your registers can really boost sales.

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2.4 GIFT VOUCHER​

07. Use gift vouchers to reward loyal customers. If you have a loyalty program in place, try using gift vouchers instead of or in addition to discounts. Gift vouchers have higher perceived value than discounts, so they’re more successful at getting customers into your business.

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2.4 GIFT VOUCHER​

08. Promote gift vouchers more heavily as Christmas and Year End Sales draw near. As time runs out, shoppers start to panic, and gift vouchers become even more appealing. Emphasize that gift vouchers can be used after the holidays — when crowds have thinned out and there are plenty of deals to be had.

09. Market gift cards as “the perfect gift for (fill in the blank).” Don’t know what to get a teacher/client/employee/neighbor/mail carrier? Gift cards are suitable for just about any recipient, so emphasize that in your marketing messages.

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Multiple Select

Q: List out 4 promotion items.

• Product sample

• Catalogue

• Flyers

• Gift voucher

• Loyalty customers

3. PROFILE PORTFOLIO AND MEDIA SOCIAL CONTENT

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Having a portfolio has become the norm in the creative industry, however, it’s not just designers and photographers who can benefit from having one. Recently, we were asked whether Social Media professionals should have a portfolio. The answer is Yes!

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When thinking of a “portfolio”, most people think of visual work. However, the definition of a portfolio is “a set of pieces of creative work intended to demonstrate a person’s ability to a potential employer.” Social media is a creative field, and there are many ways a portfolio can really help you show off your skills. Social media is a creative field and a portfolio can really help you show off your skills.

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​3.1 INSTAGRAM

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If you’re looking to get noticed by more potential clients, Instagram is a fantastic place to showcase your work and build your visual business online. Turning your regular social media into a beautiful Instagram portfolio is a great way to attract new clients, and grow your reputation as a creative.

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Use your Instagram bio as the cover letter for your Instagram portfolio.

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​3.1 INSTAGRAM

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When a future client lands on your Instagram portfolio, the first thing they'll do is look at your bio.

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They want to learn about who you are and what it is that you do. As a result, it’s important to create an Instagram bio copy that summarizes your goals, passions, and interests in just a few sentences.

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​3.1 INSTAGRAM

Firstly, before you begin writing your Instagram bio copy, ask yourself what it is that you want or need to communicate with clients.​

​1. Name: Is your name clearly displayed in your bio? This is important so clients remember you and can also find you on LinkedIn.

2. Location: What is it that your future client needs to know about where you live or your lifestyle? For example, for many photographers, location and the ability to travel is a huge factor for clients. Adding your location helps recruiters assess whether you’re the right candidate for their new gig.

3. Link in Bio: This is where future clients find your work. Make sure you’re linking to your updated website.

4. Bio: Describe what it is that you do in an executive but still creative format. If you’re an active member of a community that relates to your industry, you can now link to that account within your Instagram bio.

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​3.1 INSTAGRAM

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3.2. FACEBOOK

Millions of businesses, big and small, connect with people on Facebook.

• Make connections that matter.

  2.7 billion people use Facebook every month to connect with friends and family and to discover things that matter. Find new customers and build lasting relationships with them.

• Accomplish your business goals.

  No two businesses are alike. That's why Facebook is built to help your business meet its specific goals.

• Tell your story beautifully on any device.

  Facebook ad formats and Pages are designed to capture attention and prompt action. They offer creative flexibility, work across devices and are built to help you reach your goals.

• Find fans and followers – and let them find you.

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3.2. FACEBOOK​

Video : How To Create A Facebook Business Page In 2022

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3.3 BLOG

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‘Blog writing portfolio : Social media articles’

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Many content marketers consider an effective business blog to be an important social media marketing tool. A blog is an easy to use platform to create shareable, linkable content that addresses specific questions or solves unique problems.

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3.3 BLOG

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Every single post in your business blog is a potential SEO booster. The optimization of social blog content can improve search visibility for those who are looking for what you have to offer.

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An effective content marketing strategy combines SEO and social media marketing with high-quality blog and website content. Social media networks are key distribution tools for all of your blog content.

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3.3 BLOG

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Social media marketing is the modern version of word-of-mouth advertising. The social sharing of blog content helps establish credibility, drive new leads, and build that very important lasting first impression.​

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3.3 BLOG

​Video: How to Make a Blog - Quick & Easy!

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​4. INDUSTRIAL REQUIREMENT

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Industry standards are a set of criteria within an industry relating to the standard functioning and carrying out of operations in their respective fields of production. In other words it is the generally accepted requirements followed by the members of an industry. It provides an orderly and systematic formulation, adoption, or application of standards used in a particular industry or sector of the economy. Industry standards vary from one industry to another.​

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​4. INDUSTRIAL REQUIREMENT

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Industry standards facilitate global as well as domestic competitiveness. It is a crucial tool for developing and meeting industry goals.

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The structure of the job description may vary from company to company; however, all the job descriptions within an organization should be standardized so that they have the same appearance.

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​4. INDUSTRIAL REQUIREMENT

The following topics will show for industrial requirement:

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● Job title—name of the position.

● Classification—exempt or nonexempt under the Malaysia Regulatory Classification.

● Salary grade/level/family/range—compensation levels, groups or pay ranges into which jobs of the same or similar worth are placed, including minimum and maximum pay bands.

● Reports to—title of the position this job reports to.

● Date—date when the job description was written or last reviewed.​

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​4. INDUSTRIAL REQUIREMENT

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Industry standards facilitate global as well as domestic competitiveness. It is a crucial tool for developing and meeting industry goals.

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The structure of the job description may vary from company to company; however, all the job descriptions within an organization should be standardized so that they have the same appearance.

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​4. INDUSTRIAL REQUIREMENT

The following topics will show for industrial requirement:

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● Summary/objective—summary and overall objectives of the job.

​● Essential functions—essential functions, including how an individual is to perform them and the frequency with which the tasks are performed; the tasks must be part of the job function and truly necessary or required to perform the job.

● Competency—knowledge, skills and abilities.

● Supervisory responsibilities—direct reports, if any, and the level of supervision.

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​4. INDUSTRIAL REQUIREMENT

The following topics will show for industrial requirement:

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● Work environment—the work environment; temperature, noise level, inside or outside, or other factors that will affect the person's working conditions while performing the job.

● Physical demands—the physical demands of the job, including bending, sitting, lifting and driving.

● Position type and expected hours of work—full time or part time, typical work hours and shifts, days of week, and whether overtime is expected.

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​4. INDUSTRIAL REQUIREMENT

The following topics will show for industrial requirement:

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● Travel—percentage of travel time expected for the position, where the travel occurs, such as locally or in specific countries or states, and whether the travel is overnight.

​● Required education and experience—education and experience based on

requirements that are job-related and consistent with business necessity.

● Preferred education and experience—preferred education and experience based on requirements that are job-related and consistent with business necessity.

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​4. INDUSTRIAL REQUIREMENT

The following topics will show for industrial requirement:

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● Additional eligibility qualifications—additional requirements such as certifications, industry-specific experience and the experience working with certain equipment.

​● Affirmative action plan/equal employment opportunity (AAP/EEO) statement— clause(s) that outlines federal contractor requirements and practices and/or equal employeropportunity statement.

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​4. INDUSTRIAL REQUIREMENT

The following topics will show for industrial requirement:

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● Other duties—add the disclaimer, it is a good idea to add a statement that indicates that the job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

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Multiple Choice

Q: Additional eligibility qualifications to meet the indusrty requirement:

i. Certifications.

ii. Industry-specific experience.

iii. The experience working with certain equipment.

iv. The work environment temperature.

Please choose your selection:

• i,ii

• ii,iii

• i,ii,iii

• All above

CUSTOMER SERVICE SPECIFICATION REQUIREMENT

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The END of the topic. Thank you!​

Trainer By Chin Ming Yang, Johnny S960-004-2:2021 MAKE-UP ARTISTRY

C06 - MAKE-UP CUSTOMER SERVICE ​

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REFERENCE: TEXT BOOK

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1. Katie Middleton - Color Theory for the Make-up Artist: Understanding Color and Light for Beauty and Special Effects 1st Edition​

2. Academy of Freelance Make-up -Make-up Is Art: Professional Techniques for Creating Original Looks (Carlton Books; Illustrated Edition 2011) ISBN-13: 978-1847326201.

3. Janelle Barlow, Paul Stewart (2006). Branded Customer Service: The New Competitive Edge. Berrett-Koehler Publishers. ISBN-13: 978-1- 57675-404-7

4. Pattie Gibson (2011). The World of Customer Service (3rd Edition). South-Western Pub. ISBN-13: 978-0-8400-6424-0

5. Pattie Gibson-Odgers (2007). The World of Customer Service (2nd Edition). South- Western Pub. ISBN-13: 978-0-538-73046-4

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Trainer By Chin Ming Yang, Johnny S960-004-2:2021 MAKE-UP ARTISTRY

C06 - MAKE-UP CUSTOMER SERVICE ​

​

REFERENCE: TEXT BOOK

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6. Robert W Lucas (2011). Customer Service Skills for Success (Connect, Learn, Succeed) (5th Edition). Mcgraw-Hill Humanities/Social Sciences/Languages. ISBN-13: 978-0-07-339711-5

7. Robert W Lucas (2004). Customer Service: Building Successful Skills for the Twenty-First Century (3rd Edition) Career Education. ISBN-13: 978-0-07-293805-0

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