Empowering students – blended learning and quality customer service

We are currently working through the unit BSBCUS501C Manage Quality Customer Service as part of the BSB51107 Diploma of Management and my students are loving the empowerment that knowledge brings. 🙂

This unit includes researching legislation related to customer service, consumer rights, privacy protection compliance requirements and related Charters, Standards, Policies and Procedures.

Last week we developed a customer satisfaction survey using Survey Monkey – you are welcome to take our quiz. We then analysed the results and wrote a report with recommendations on improvements and customer team KPIs.

This week we investigated complaints, and practiced writing letters of complaints to companies then a responding letter from that company using their Customer Complaint Policy detail. Writing skills are certainly being developed using business language, focusing on sentence structure and not making a written complaint emotive. Learning Activities are included in my instructional Prezi for this unit.

Prezi BSBCUS501C

Assessment Activity – to be completed in pairs:

• Use the provided Assessment scenario and customer complaint policy.
• Develop a script from each person’s point of view detailing the complaint and how the customer service staff person responds.
• Develop a second script on how the Manager would handle a performance manageent conversation with the staff person.
• Animate a script using Tellagami and email the link to your teacher.

Gami created by student

It was timely that a local event was scheduled during this course, and we enjoyed an industry excursion to the Bundaberg Business Expo, noting the various business opportunities, customer service focus and networking. Photos are on Instagram #smartcitybundaberg #bundyexpo2015

Inviting industry into the classroom – a massage? Yes thanks!

BSBLED502A Prezi

This week my BSB50207 Diploma Business class started a new unit BSBLED502A Manage programs that promote personal effectiveness.

“So,” I asked them “What is meant by personal effectiveness at work?” and with this opening question we delved into new words such as absenteeism and presenteeism, productivity, operational losses until their eyes glazed over. 😀

I am using this Prezi (image above) as an instructional resource.

To assist my class in understanding EAP options I invited a friend who owns a massage business (Deeper Essentials) to come to the class and talk about the benefits of workplace massages in the corporate environment. The students then developed an EAP needs survey using Survey Monkey and sent the link via email to the campus staff (you can complete a copy of it here, if you are interested). Next week we will analyse the results and present our recommendations as a verbal report to the campus manager.

Naturally we lined up to experience a massage just to agree with its benefits 🙂

massage as part of class studies