Discussion Groups

OK, the next in a long line of virtual tasks has been completed. The SPEED module on NTU's VLP now has a discussion group! I want your opinion, so visit the VLP https://elearn.ntu.ac.uk/ making sure you log in correctly, visit the SPEED0001 module which you should have access to as SPEED students and click discussions at the bottom of the left hand menu. I wonder if as NTU students you would be more comfortable with a discussion board that only people who are actually on SPEED at NTU can see?

I know I have banged on about customer service before, but this time my question is different.

So, my question is- how do you measure customer satisfaction? This question has been troubling me recently. You see, I have been on a massive learning curve since joining NTU, not only people and procedures, but technology too. I have used lots of different tools and resources, and have been using this blog and other means to try and share them with you. As you would expect , I don't like the feeling that all this resource is wasted, or that I'm barking up the wrong tree...

(Aside- my dog Jack spends alot of time barking up the wrong tree. He has a squirrel fetish, so any slight rustle from above his head and well, you can't tear him away. Unfortunately the squirrels just hop quietly onto the next tree and away!)

But it's not all about me. What I really want to know is how do you measure what people want if they don't respond to you at first?

1. If they don't actually tell you to stop or that's it's rubbish, carry on, eventually somebody will tell you they like it. Very few people bother you when things are good.
2. Have patience. People can be slow to respond to stuff they see, have I mentioned the marketing wisdom that people have to see an advert SEVEN times before they respond to it? Depressing but more or less true.
3. Be persistent - if you throw enough balls at enough coconuts, you'll win a fish. I never thought I'd end up quoting Men Behaving Badly, but there you are.

In my past life in sewing machines, we used to say we sold one machine after three demonstrations, I guess that was experience, but it was pretty accurate. The first two demonstrations you do are really hard, but on the third things are clicking and your pitch is going well, and suddenly the customer is handing over the cash. I'm not saying it's always one in three, you'll find your level.

So I'm gonna keep on trying out new stuff and telling you about it, and hopefully you'll find it useful. BTW thanks for the tips on abbreviations, got not worries now.

Great website (in a research capacity you understand) http://www.askoxford.com/ go to the FAQs to learn all sorts of stuff about the English language you didn't know you needed