Customer Service and Customer Experience

LABORATORY TASK 1

Customer Service and Customer Experience.

GOAL – learn the concept of customer service and customer experience, identify ways to help customers be right.

Steps

1. Create a list giving examples of good Customer Service e.g. on- time delivery, well-explained instructions etc.
2. Create your own list of five ways in which you will serve your customers (consider IT field specifics). Come up with one idea for each of the five needs. Be as creative as possible.
3. Start by thinking of a specific situation where a customer got confused or made a mistake (consider IT field specifics).

Make a list of factors about this situation that are out of your control.

Then, make a list of factors about this situation that you can control. Focus on the factors that you can control and try to think of solutions to help the customer be right.

Example: Many visitors got lost the first time they visited a college campus.

Solution:

• Train staff members to identify campus visitors who appear to be lost.
• Ask staff members to approach visitors and offer assistance. • Provide staff with small maps to give to visitors to help guide them.

1. Prepare a report on the implementation of LABORATORY TASK 1 (see Appendix A)

Appendix А

Template of the report on the performance of laboratory work

MINISTRY OF EDUCATION AND SCIENCE OF UKRAINE SUMY STATE UNIVERSITY

DEPARTMENT OF COMPUTER SCIENCES

REPORT

for LABORATORY WORK

on the discipline "Customer Support Analysis "

Completed by        a student of the IT-01/2 group Ivanov I.I.

Checked by        V. Antypenko

Sumy – 2020

Continuation of Appendix А

Laboratory Work #

Topic - Goal -

Task 1.

Task description, screenshots of the solution, valid comments on the solution process, etc.

Task 2.

Task description, screenshots of the solution, valid comments on the solution process, etc.