Week 7 Videos

Procedures & Planning

Part 1 - What do we communicate at the moment, and how




Part 2 - Formal vs Informal




Part 3 - Formalising Processes & Procedures




Part 4 - 5 Steps to Service Success

Wk 6 : Legislation Slides

Here are a few reminders of Week 6 of our Retail Accelerator programme in customer service...

Week 6 Videos

Legislation and Regulations

Part 1 - Risk assessment exercise & intro




Part 2 - Questions - compliance with the law




Part 3 - Exercise - meeting legislation, and how legislation protects retailers and consumers




Part 4 - Legislation runaround game

Saying sorry & offering compensation...

In this weeks session on Complaing Handling, I told a story about one company that had let their customers down and then let them choose the level of compensation.

If you want to know more, read on...

Here is the copy from the email and links to the original blog entry. There is also a link to Seth Godin's blog. Seth is a very well known and respected marketing specialist.

As some of you may have noticed, the month of December and early January was a challenging time for us. We were overwhelmed by the demand for the Mozy backup service, and had a difficult time keeping up. [...]

So, to try and make up for the problems we've experienced, and to thank you for hanging in there, we like to offer you the follow options:

If you had a really frustrating experience, click here to get 3 months free service added to your account.

If you hit some glitches, but everything mostly worked out for you, click here to get 2 months free service added to your account.

If things went just fine this last month, click here to get 1 month free service added to your account.

But if you'd rather just let us know you're doing okay and you don't need the extra month of free service, click here to let us know.

If you have any questions or feedback, don't hesitate to email me personally. We're here to protect your data - and we thank you for hanging in there during our growing pains.

-josh
Founder, CEO
Mozy.com, Berkeley Data Systems, Inc.

Read the source for this story at Jeremy Freese's Weblog
Read Seth Godins post about saying "SORRY"