Table of Contents

1. Tutorial Video
2. Reading Materials
• ‘6 tips for providing better online customer support’ webpage from the Business Balls website.
• ‘Questioning techniques’ webpage from the Mind Tools website.
• ‘How to adapt the way you communicate to different situations’ webpage from the Wiki How website.
• ‘The ultimate online customer service guide: How to connect with your customers to sell more!’ by Marsha Collier, published by John Wiley and Sons 2011.
3. Presentation
4. Good Practice Example
• Click to watch this video about ‘5 online customer service myths debunked’, produced by Synthetix Ltd. Pause the video when necessary to read the statistics. Click to watch this video called ‘What is live chat support and how can I use it on my website?’ by Chat Tool Tester. It looks at how a live chat tool can be used by an organisation.
• Click to watch this video about ‘5 online customer service myths debunked’, produced by Synthetix Ltd. Pause the video when necessary to read the statistics. Click to watch this video called ‘What is live chat support and how can I use it on my website?’ by Chat Tool Tester. It looks at how a live chat tool can be used by an organisation.
5. Interactive Quiz
6. Evidence Opportunities
7. Extended Learning
• Click on the link to read a sample chapter from ‘Business Communication Essentials’ by Courtland Bovée and John Thill, published by Prentice Hall. This article looks at how to convey a professional image in your business writing, and offers two different example of a live chat. You do not need to do of the activities.
• Find and read pages 83-100 in ‘Contact centre CXM: Customer service today and tomorrow’ by Michael O’Closog, published by CreateSpace Independent Publishing Platform, 1st edition 2013. N.B. You should be able to borrow this book from your local library.
• Click on the link to read a guide to ‘Privacy and electronic communications’ from the Information Commissioner’s Office.
• Search on the internet for information about the Consumer Rights Act 2015.
8. Think And Challenge
• Click on the link to read ‘Retail social customer service case studies: Best Buy, M&S, Tesco, Next, and Boots’.
• Timely responses to customers are important and can negatively impact on how an organisation is perceived by the customer.
  • How would you have responded to the message from Jolan to Boots about the gender segregation of toys into ‘boy vs. girl’ if this message had come through a real-time channel?
• It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.