Online customer service is a gift that keeps on giving. It improves your agents’ productivity and customer retention, among other benefits.
The online world is where almost all your customers live these days. The majority of your customers today are digital nomads. They won’t know how to approach their problems if you unplug them from the internet.
1.1 What details do you remember most about the blog?
1.2 Describe what you expect from any customer service.
1.3 Can you list the 5 ways to future proof customer service?
1.4 How did you like this blog?
1.5 Which of the examples made you laugh?
1.6 How do you chose your online purchases?
1.7 What frustrates you the most abut online shopping?
1.8 Locate the contact information on a few websites. Which examples you think are great?
1.9 List the 5 ways to future proof online customer service.
How would you explain the following topics:
2.1 Since the lockdown, how has your shopping changed?
2.2 Do you think this BLOG is a relevant source of business advice?
2.3 What resources could you use to research alternatives?
2.4 How would you solve the problems of online communication?
2.5 Differentiate between webs-hops with and/or without brick and mortar shops attached.
2.6 Compare / contrast customer service from two web-shops you use frequently. Be specific!
2.7 Test out the customer service features on an unfamiliar website.
3.1 What will happen to customer service when the pandemic is under control?
3.2 Generate a plan to improve a website near you .
3.3 How could you change/improve the website of a local business?
3.4 How is online shopping dangerous to the environment?
3.5 Devise a way to make customer service automated yet personal.
3.6 Click on some of the links mentioned in the BLOG and evaluate them.
3.7 Select two online shops and identify room for improvement.
3.8 Argue a case for stores staying online permanently.
3.9 Weigh pros/cons on online vs in person customer service.
3.10 Design an online customer service plan for your favourite shop.
Recommended by teachers
Brainstorming | Group activity
A clear problem definition marks the starting point.
In each group, one student will note down the reactions, ideas, views, etc. of the others. The various opinions are not dealt with in any depth.
After a while, the group discusses the proposed solutions and picks out the best of these.
The various ideas are grouped conventionally in an easy-to-understand web diagram.
Case method | Cooperative learning
Concrete, realistic situations are individually analysed; afterwards, the resulting vision is presented and discussed in the group.
The individual’s vision is reappraised after seeking additional information. The different visions are selected and appraised.
Problem-based learning | Cooperative learning
Students are divided into small groups (6 to 12 students) and are presented with a problem. The problem is analysed in the group: what do we already know; what do we not yet know; and what do we still have to find out? (= formulation of learning goals).
Students then work individually or in a group to analyse the problem in-depth (= self-study).
Finally, the group comes together again, students report back and test whether the problem is now better understood.
Three-phase interview | Group activity
The teacher formulates questions, which are answered by pairs each time. Student A interviews student B about the question. Afterwards, student B interviews student A.
A subsequent round follows in a group of four students. Each person tells the others what the outcomes of their interview were. A explains what B said, etc.
This is concluded with a class discussion.
Example: Say you wanted to live on your own: what would be involved?