Customer Service in Problem Solving

W7

MNGT 136

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For this assignment, we are given a scenario; that as a web designer significant issues are discovered in the testing. The client does not want to pay any more to fix the problems and just “roll” with the site as it is. How would I deal with the problem?

In my Customer Service class, a student had described a company’s service he had received as “Customer Service on Steroids.” I took his point as a mantra I wanted for future business.

So, I will be referencing the steps I have learned in that class.

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First of all, I would like to say; I am hoping to make any situation as a “win-win” for all involved. To best resolve issues by keeping everyone’s dignity intact, and also have all involved feel that there is some sort of satisfaction for the end results.

The Problem-Solving Process:

  1. Identify the Problem: Begin the problem-solving process with apologies for any inconvenience that they have felt caused by you or your organization. Taking responsibility will show your client you are aware there is an issue, and you are working to resolve the situation. Then gather information about the issues at hand that need to be dealt with to resolve.
  2. Compile and Analyze the Data: To efficiently determine a course of action, you need a thorough understanding of the problems.
  3. Identify The Alternatives: Let the client know you are willing to work with them to find an acceptable resolution to the issue.
  4. Evaluate the Alternatives:
    1. What is the most efficient way to solve this problem?
    2. Which are the most effective options for solving these problems?
    3. Will the options being considered solve the problem and satisfy the customer?
    4. Will the selected alternative create new issues?
  5. Monitor the Results: Once a decision has been made, monitor the effects of the results. Do not assume that your client is satisfied, especially if any negotiation has taken place to resolve the issues.

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Also, keep in mind, that rolling with the site with issues, could become a calling card of the work you did, and could possibly affect future business. So finding a win-win situation to find a solution for all involved is critical for their business and yours.

Reference

Lucas, R. W. (2015). Customer Service Skills for Success(6th ed.). New York, NY: McGraw Hill Education.

Website Breadcrumbs & Stops Signs for Usability

W3

MGNT 136

Breadcrumbs

target-breadcrumbs

There are many ways to increase the usability of a website for the potential customer’s experience better. One way is to use breadcrumbs in the design strategy. Providing Breadcrumbs is vital for the user to navigate through a website with a vast database and feel lost in the information presented on web pages.

Pierce College Website:

Pierce uses tabs as a form of breadcrumbs to show where you are on the website. You can see that you are on the Academic Catalog page, also that you can still return to the homepage or other categories that are within the site.

breadcrumbs


 

Stop Signs

amazon navigation - Copy

Creating for usability is customers to be able to navigate the website to answer their questions. The design should have in place clear signs to the content they will find. If the design is not user-friendly in the organizational design, the user will leave the website.

Pierce College Website:

The stop signs on the Pierce website has the search box, access to MYPIERCE, CANVAS and the ABOUT US. Along with more areas that are related to your college education. The stop signs are apparent to the information that will follow when you access those groups.

stop signs

 

 

Reference

Krug, S. (2014). Don’t Make Me Think Revisited (3 ed.). (E. Bayle, Ed.) New Riders.

How I Browse the Internet

W3

MGNT 138

bad-ux

How Do You Browse The Internet?

How do I use websites and social media? Well, my attention span is not long unless I am being entertained. If web pages feel like an encyclopedia, I am out! If there’s too much reading in the introduction and I still have no idea if what I googled pertains to this website, I am gone!

Scanning in a Rush!

scan F

 

I do not know why, but I take on urgency when checking into a website. My eyes do tend to follow the letter ‘F’ for the keys components; I guess to get a feel if the website is usable or if they are trying to get info from me before revealing information.

 

 

 

 Touchable Screen Laptop

(not sure if that the right description….but I love it!)

touchscreen

I do enjoy using my touchable Screen Laptop for browsing or just knocking out my homework. Running my finger over the screen to roll the pages around is a lot more satisfying than using the pointer.

The A.D.D. kicks in with the touchable screen:

  • I can move the page around faster.
  • I can expand pictures to look at.
  • So much faster to poke at open tabs or apps to jump back and forth.

Social Media I Use

YouTube:

les brown

When I  walk, to keep my brain stimulated, I have my YouTude Plan for my listening pleasure.

I  have the list of the genres (so I make sure to change the style each walk) and a place for date & # of steps.

4 styles of videos I listen to while walking:

  • Entertainment
  • Educational
  • Motivational
  • Audiobooks

 

Facebook

pug pee on it

Well, I am not big on posting moments of my life…however, I do start with ‘liking’ my friend’s notifications. Then I move onto scrolling for something funny, maybe an exciting DIY project, or pugs!

pug wiggle wiggle

Well, funny pets will work. If an article appears to be a heartbreaking story, especially about animals, I will keep scrolling; I hate going on an emotional journey.

So I spend about 5 minutes of scrolling on FaceBook unless there are some excellent pet videos!

I am not sure other people use their technology just as I do. I think other people will probably spend more time taking in the information than I do. Probably people spend more time stalking their friend’s posts to feel like they are immersed in their friend’s lives, I suspect.

I also am not interested in trying to figure out how to use other forms of social media; I believe that’s because of the learning curve, usually by the time I figure it out, it updates and then the relearning starts again…. and I got other things to do!

Designing for Scanning, Not Reading



W2

MGNT 136

Designing can be a Recipe for Success!

gma cookies

 

Just like a good recipe we borrow from mom, you can make it your own, but you still need to know the basics that make it a good recipe.

When designing a website, sometimes we get caught up in trying to be everything to everyone, which speaks volumes when you have frustrated everyone.

So start with a purpose, decide what the critical information is to your target audience. When you are clear about that,  then make it  clear to your audience.


 

Make everything that is essential to say on the top half of website or above the fold. Your homepage does not have a lot of scanning time to make a good first impression, so make sure you got your best bra on!

Keeping Life Simple

Sometimes the best answer is using what your audience already understands as the basic functons of using a website. To get a user on a website and quickly navigate is the best answer for good design.

 

  • Make obvious clickable buttons.
  • Make the homepage clear what the website is about.
  • Eliminate clutter, not everything is essential.
  • Group things logically in a clearly defined
  • If it is important use headings and subheadings.

Visually-Stop Shouting

Just like the fashion advice, take the last piece of accessory off before leaving the house. If the website is busy, complex and full of distractions, step back and take another look. Visual noise can take away from the user engaging with the website.

bad website

 

Everything That’s Not Apart of The Solution Must Go:

  • Clutter, clutter, clutter…let it go!
  • Is there more visual distractions than information?
  • Shouting! This is too many invites to buy, exclamation points, and pop-ups take away from the content.
  • Disorganized…I like the word “ransacked.” A good visual word to explain, “You are making my head hurt.”

 

When correctly put together, the website will not only be appealing to users but will encompass the message of trust and loyalty.

Writing Website Content For Scanning

W2

MGNT 138

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WRITING WEBSITES FOR SCANNING

Writing for the web is breaking the rules of what we learned in school!

When people are using the internet  to shop, find content, or researching a topic, we are scanning versus reading information. Using the internet is a wealth of information, users do not read sites at leisure like reading a book.

If the website material is not answering the user’s questions in a format that improves scanning and revealing essential topics clearly and early, the user will move. The user is not aware that the writing rules for the web are designed to enhance the experience, but out of frustration will leave to find  the answers to their questions elsewhere.


Tips for writing on the web:

Headings and subheadings

Headings and subheadings break down the material into a “Table of Contents” of information, which guides the user to pertinent topics. Subheadings make the page scannable.

If the user has extended paragraphs to read, most likely, you will lose a customer.

Headings:

  • MAKE BIG & BOLD
  • Should be no longer than 8 words
  • Don’t be clever, get to the point

Paragraphs:

Remember the goal is for scanning, keep them short, sweet, and to the point.

So keep paragraphs to 3-5 sentences. If you can share the information in 1 sentence, that will work for web writing. This works best for scanning if your information can be shared in is just 1 sentence.

A 1 sentence paragraph helps to  make reading onscreen easier for your user.

Words:

  • Do not write out numbers, for scanning use with 1,2,3, & 4.
  • Use familiar words with no more than 2 syllables
  • Avoid filler words
  • Define acronyms

 

Conclusion & Editing:

Editing this page:

  • I removed extra words in sentences.
  • Reworded sentences to be shorter and more clear.
  • I used bullets points to enhance scanning.
  • Put the subject first in sentences.
  • Eliminated unnecessary sentences.
  • Keep headings & subheadings consistent throughout the page.

Making pages scannable for the user is a skill that will benefit you.

Should a Project Management Plan be Used for Designing a Website?

MNGT 136

W1

project-management-2 pic

Project management is completing a project with a team of people by design. Project management is positioning together with a proposal of knowledge, skills, resources, tools, budget and time. The project management process is structured by initiating, planning, executing, directing, and finishing a specific set of goals to achieve to the final project.

Designing a website should be looked at as a series of tasks that should put into a project management process for the creating process. The creating process can be overwhelming with the many options available that can be implemented into a design. Also, having a set goals or tasks broken down into steps will help the process in two ways:

  1. Having tasks simiplifeid can help keep the team on track on a set timeline.
  2. Breaking down areas of creating a website can help the team determine whose strengths will be best utilized for which tasks.

Having a project management plan in place can help to prevent communication breakdowns with the team or the client. Brainstorming and designing tasks such as within a kick-off meeting can help the members of the team understand the relevance of specific tasks that need to happen before other steps can follow.

For the creation of a website using the strategies of project management would make the difference between implementing and completing a well-designed website from a DIY looking website.

Information Design for Business

MNGT 138

W1

 


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As I am in the process of redesigning my entire life as a single person and my children are grown and have moved out, I have decided to start with finishing my education. My goal is open my own business and be able to support myself and create jobs. So part of my crazy plan was to learn how to social media marketing as an essential element of my business plan.

Information Design for Business is part of the Social Media Marketing Certification. This class, I honestly had no idea what this had to with marketing. Since Information Design for Business is part of the curriculum, well I figured I would soon know what it means to the certification. Coming in with no expectations or concepts to the class, then everything will prove to be found a valuable resource for my toolbelt! Anything that helps with making social media a valuable resource to enhance a business plan is essential in this era of technology.

FUTURE OF BLOGGING FOR ME…

BUS135 W10

Writing a blog without any previous experience of what is involved with producing content for engagement, I felt overwhelmed by what blogging provided to the business. I have read some blogs that were amazing in providing value to their industry; I have read some that were just fun and entertaining. Then there were others that were difficult to stay interested in to find the purpose of the message.

Another aspect that I found was intimating was putting my personality on the blog. I was anxious about having a ‘professional’ tone to the writing since I was presenting assignment concepts to blogging. As I began to understand the uses of blogging for representing business, I was able to share my opinions on blogs. I also found confidence in writing when other bloggers found my blogs and ‘liked’ them.

Then I noticed if the titles to the blogs were more exciting or better use of keywords there was more engagement from the internet. Which was encouraging to place more thought into using Keywords, SEO’s, and other industry strategies for engagement my rankings improved on search engines. Also approaching an idea to be shared from a different perspective can also work because what is worse that can happen, just that someone does not agree with you and moves on, then you can either rework the blog or just let the feedback be what it is, someones else’s opinion.

I am looking forward to the chance to produce new content designed for marketing my business and engaging new potential customers. To continue working on finding my branding voice but also to keep information valuable for the reader. I also look forward to trying something for entertainment purpose.

FAKE JOB POSTING FOR THAT DREAM JOB THAT YOU CANNOT WAIT TO GET TO EVERY SINGLE DAY!

W9-BUS135

 

ENDS OF THE EARTH YOGA STUDIO is power yoga to taken to the next level. Based in the Pierce County and inspiring the Pacific Northwest to try classes that are dynamic & fun! Where we have teachers are inspired and creative to achieve your yoga needs in a 60-minute class. We are looking to for individuals that are accomplishing “customer service on steroids” in our everyday interactions with our guests/students.

If you love engaging with others, understand the importance and excited to be representative for ENDS OF THE EARTH YOGA STUDIO brand to our guests. We are looking for someone who is resilient and an excellent communicator and always strive to perform outstanding service to our guests.

As Front Desk/Social Media Manager  is for we are not looking for individuals that have customer service skills, we are looking to design and stay innovative with our social marketing strategies. We are creating a team that is essential in currents trends within the Yoga industry, also using strategies for our website, app, and other social media content.

The Front Desk/Social Media Manager is also essential in creating, developing and implementing loyalty programs to create long-lasting relationships with our students and staff.

Pay range $16.00-$25.00 per hour D.O.E.

Responsibilities:

  • Part of the duties as Front Desk Manager is to collaborate with all staff in their areas of expertise to coordinate posting campaigns.
  • Set up and optimize company pages within each platform to increase visibility of company’s social content
  • Create content calendars and strategies of cross-promoting between studio and instructors
  • Stay current on market trends within our industry and local competition for the studio

Requirements:

  • Proven working experience in social media, marketing or as digital media specialist
  • Demonstrate social networking experience and social analytics tools knowledge
  • Excellent consulting, writing, editing (photo/video/text), presentation and communication skills
  • Positive attitude, detail and customer oriented with good multitasking and organizational ability
  • Minimum is Social Media Marketing Certification

Social Media Security… Are You Risking Too Much?

W9 BUS134

The Security Risks in Social Media: Interview with Joseph Steinberg

By DAAN PEPIJN

February 22, 2017

Joseph Steinberg, a cybersecurity expert, and author created his latest invention to help businesses manage risks related to using social media. He explains the how the United States are living proof how the free market works in creating better products but how criminals are just as focused to find weak links to the security chain. Joseph also explains how our technology evolves so quickly with market demands, but our government has set the bar too low in legislation and moves too slow in the legislature to keep up with the social media evolution.

I like the concept of this idea of ‘securemysocial’ monitoring and even deleting problematic posts that employees may have mistaking put up without understanding how the content of a post could be misused. Once a military spouse, we were very aware of how to use or possibly misuse social media with guidelines that were sent out by the military, or updated as a new trend of ‘scams’ would be affecting military people. To have something monitoring the details would be a great asset indeed. In fact, I have listened in to military people chatting to another to remove a post from social media because of something in the background that was not spotted before.

To have another resource to watch for possible weak links, too much-given information that could be used by criminals seeking out easy opportunities would be a great assist to businesses using social media for marketing.

PEPIJN, DAAN. “The Security Risks in Social Media.” Business.com, 22 Feb. 2017, http://www.business.com/articles/interview-with-joseph-steinberg-the-security-risks-in-social-media/.