Week Eight - Reflection on Learning

This week we learnt that people and processes are vital in the provision of services. For example, the 90/10 service and sales rule states that communication with customers can account for up to 90% of sales transactions whereas price and product accounts for approximately 10%. We discovered the importance of having a balance between automated services, such as email notifications and virtual assistants, and customer service. Staff must receive adequate training in order to achieve high levels of customer satisfaction.

I enjoyed the Microsoft training video. The moral of the video is that no matter how people do business, they should focus predominantly on their customers as they are the key to providing cash flow and shareholder value. I found the 'awkwardness' between the two men was hilarious! The Microsoft interviewer held his stance and conducted himself very well.