Customer Journey potential blockers + solutions! by Philippa Payne https://padlet.com/philippapayne/j5ptw3zq012e1fzs Please review the blockers listed below - add any more you can think of, and also add any solutions that could help resolve the blockers already here! en-us 2021-07-05 15:28:24 UTC 2025-04-24 13:24:15 UTC hello@padlet.com Prices - knowing what the correct price is! philippapayne https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1637486450 2021-07-05 15:34:22 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1637486450 Who should I contact with a Customer Services query? philippapayne https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1649199819 2021-07-14 08:18:20 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1649199819 Should my customer order directly with OUP or via a third party? philippapayne https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893009 2021-07-30 09:57:56 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893009 Teachers have told us that presently OxfordAQA has limited past papers and resources to support the teaching of the qualification. How could the QC overcome this? philippapayne https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893242 2021-07-30 09:58:34 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893242 OxfordAQA does not provide a full range of education from Primary to Lower Secondary. What would be a possible solution? philippapayne https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893373 2021-07-30 09:58:53 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893373 How long do orders take to be delivered? philippapayne https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893663 2021-07-30 09:59:31 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893663 How can my customer access support and training to support them to use their new product? philippapayne https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893798 2021-07-30 09:59:51 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664893798 How can I see whether my order has been processed correctly? philippapayne https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664894077 2021-07-30 10:00:27 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1664894077 Courier direct UK to School results in custom clearance issues for the school. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670815279 2021-08-06 06:40:09 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670815279 When the first proforma released, the stock is available. But the school delays the payment just couple of days, the stock is already unavailable so the school need to wait longer for reprinting. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670848343 2021-08-06 07:25:23 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670848343 The distributors sometimes get confused when dealing with CS as the unavailability stock is not clear. They need to email back and forth just to get the information when the stock will be available. The backorder sometimes is not automatically processed, so they also need to chase about the delivery status. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670851276 2021-08-06 07:29:59 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670851276 Why should we wait for months for the physical paper to get enhanced online token? It is supposed to be faster than print version. Why should we pay for shipment cost for online product. Can't you just email us? We order online product to save a time and cost too. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670853521 2021-08-06 07:33:25 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670853521 We are confused with your online products. We use your Kerboodles for Geography and paper token for your IGCSE Geog online books? The payment method and activation products are different. It sometimes hard to explain to parents. They also complain us as the students have too many platforms. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670859790 2021-08-06 07:42:24 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670859790 Can we link your digital platforms to our School Learning Management system? We prefer to have Single Sign On (SSO) for all of our digital resources to simplify the access. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670876708 2021-08-06 08:09:46 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1670876708 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671077482 I need the invoice addressing to a different address from the school]]> 2021-08-06 14:07:33 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671077482 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671079160 The order arrived, but some of the books were not included in the box]]> 2021-08-06 14:09:29 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671079160 We don't use credit card or int banking to https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671927155 We do not have a credit card or international banking to pay directly to UK.

We would rather pay to your branch ]]> 2021-08-08 05:57:27 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671927155 Are there any tax related matter involved , subscription order mehboobmitha https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671928144 We will need to route this from our financial advisor if we can pay directly to UK and if any tax related matter is involved]]> 2021-08-08 06:01:24 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671928144 Placing a print order mehboobmitha https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671928701 It takes more than 8 weeks and even this is not confirmed whether we will receive it after that.


]]> 2021-08-08 06:03:49 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671928701 Incomplete subject offers mehboobmitha https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671929560 There are no compulsory subject offered by AQA, in case of Pakistan market we need Islamiyat, Pakistan studies and Urdu but you do not offer these , we don't want to confuse our students]]> 2021-08-08 06:07:31 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671929560 How we convince our parents and students mehboobmitha https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671930064 There is no concept of other int board except CAIE, it's in Pakistan for ages why would we risk our brand name to sign up for OIAQA, there is no history of success in our market]]> 2021-08-08 06:09:27 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671930064 Difference is not that much mehboobmitha https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671930680 There is not much difference between CAIE and OIAQA, it's an established brand with their presence of complete team and resources in Pakistan, we do not see any similar support extended to us if we decide to try you]]> 2021-08-08 06:11:47 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671930680 Customer does not receive online tokens https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671962994 2021-08-08 08:16:37 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671962994 nanaito1 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671963844 2021-08-08 08:20:13 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671963844 Customer Services nanaito1 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671964465 I contacted customer services 24 hours ago, but I haven't received an answer, what can i do?]]> 2021-08-08 08:22:51 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671964465 Damage nanaito1 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671970454 The order arrived, but some are damaged.]]> 2021-08-08 08:45:24 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1671970454 Is their specific support available for NQT teachers using digital resources for the first time? Can we link CPD to any training provided? https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1672530603 2021-08-09 05:56:28 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1672530603 Customer has placed wrong order and received books accordingly and now customer want to replace books but we do not have replacement or refund policy https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1673921095 2021-08-10 09:13:18 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1673921095 Could be the order delivered on the 9th of August? https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1674064871 2021-08-10 13:02:01 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1674064871 Needed two separate invoices, one for the books purchased and another for the delivery charges. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1674066973 2021-08-10 13:04:02 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1674066973 The school does not hold any cash to pay customs charges. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1674068605 2021-08-10 13:05:34 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1674068605 If you assume one of my school is placing the order through a distributor, he has not received within timeline, we should update the status to him because, respective employees are not receiving the status of their respective region order status. If our customer service team help by keeping cc to respective executives, they will give them the exact information. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675199933 2021-08-11 07:51:23 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675199933 Interacting with OUP employees tells us, they have some requirement & need to convert a Prospect customer. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675201641 2021-08-11 07:53:12 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675201641 Using our products inform to us they are the users of OUP products & we can cross sell our other products to them easily. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675203707 2021-08-11 07:55:51 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675203707 AQA is new board, initially need to identify the level schools looking for new boards & then explore the details of our AQA https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675205117 2021-08-11 07:57:47 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675205117 Schools feel surprised that we can't send the code via email while ELT can despite one OUP. Also, it takes them 10-12 weeks to receive token while they assumed that online books can be accessed within 1 week or two. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675244964 2021-08-11 08:51:55 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675244964 Schools are confused on supporting channels to different products (print and other online platforms) https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675245950 2021-08-11 08:53:21 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675245950 Using different online platform (Kerboodle and Online Bookshelf) makes schools confused on book's duration, accessing to students, function (Kerboodle is voted better). Why can't we use only one platform? https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675247866 2021-08-11 08:56:06 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675247866 Limited support and unknown brand-name https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675251005 Schools are using OUP's resources for their CAIE compare that OxfordAQA don't provide that resourceful support.
Also, AQA isn't popular internationally. Hence, it's hard to promote how AQA has been successful in the UK and now bring it worldwide through OxfordAQA.. ]]> 2021-08-11 09:00:31 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675251005 Customs Issues https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675253959 The courier partners create issues over documentation for clearing the material from customs.]]> 2021-08-11 09:04:48 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675253959 Subject Offers https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675254702 Limited subjects offered at GCSE as compared to CAIE]]> 2021-08-11 09:05:42 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1675254702 For schools which they are planning to purchase directly from OUP, if it is cash & carry model we should start to open new account but, it has heavy process to open. mkesavulu https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676440348 2021-08-12 05:24:03 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676440348 Pranav M https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676509249 As the stock fluctuates, The schools gets the stock status before they place the order. After taking into consideration and confirming the order, schools gets to know that the stock has been finished of some of the titles, hence creating pressure to deliver the same and in reality the stock would take upto-4-6 weeks to be delivered.]]> 2021-08-12 06:43:28 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676509249 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676583841 Schools and Vendors receive wrong books or order of a different vendor.]]> 2021-08-12 08:14:22 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676583841 Payment Method https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676665190 Customer usually asks for installments during ordering time.]]> 2021-08-12 10:28:12 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676665190 Right Sales Representative https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676665774 Customers usually dial head office numbers instead of talking to that territory sales person ]]> 2021-08-12 10:29:19 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676665774 Return and Exchange https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676666428 Customers ask us for return and exchange books in case of wrong books are delivered ]]> 2021-08-12 10:30:16 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676666428 Teaching Guides https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676666981 Teaching guides are very supportive, but international editions teaching guides are not available as free pdf copy on website ]]> 2021-08-12 10:31:25 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676666981 Subjects https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676667403 Currently very limited subjects

]]> 2021-08-12 10:31:49 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676667403 International Webinars https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676667665 Customers ask for international webinars as complimentary ]]> 2021-08-12 10:32:26 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1676667665 Placing an Order https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677938384 Conversion rates are changed by the govt. every three months this sometimes creates a difference between the quoted price and the price applicable at the time of processing the order which requires approvals to provide the stock at the quoted price. ]]> 2021-08-13 08:07:56 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677938384 Left over stocks https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677945832 Sometimes schools have left over stocks of current edition and they don't want to upgrade to new edition, but at the time of placing the order we came to know that the title is out of stock, and can't be replenished. School is stuck with unsold stocks.]]> 2021-08-13 08:19:33 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677945832 Lack of SOPs https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677950511 Sometimes the query received by central marketing department went to CSD instead of the sales department, and they start to communicate to the customer without consulting the sales representative.]]> 2021-08-13 08:25:29 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677950511 Short Stocks https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677959006 The sales team got informed after the order is received that certain titles did not arrive,  instead of being informed at the time of placing an order. This causes issues with the school / trade who were expecting delivery of the stocks.]]> 2021-08-13 08:36:47 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677959006 Delivery Period and Method https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677994423 Teachers or Purchaser haven't notice that if they decided to order via OUP website, the good will be sent via normal air mail which is untraceable and they have to wait more than 30 days but the website only mentioned 21 days. ]]> 2021-08-13 09:35:23 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677994423 Waiting Period https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677997908 Schools expected to receive a completed quotation from customer service within 2-3 working days. However, most of the time the quotation haven't arrived on time or arrive with the incomplete details such as blank shipping cost, wrong discount, wrong contact person details, or with "item Unavailable" all lines, etc. This make them unimpressed.]]> 2021-08-13 09:41:42 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1677997908 Payment method https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1678000955 When we mentioned that customers can pay with credit card, most of the time they think that they pay online or fill the payment from and send via email instead of making a telephone call to UK number. When they made the telephone to the  credit line mentioned in the invoice, the line always busy or hard to reach. Sometime they have to spend 5-10 minutes waiting which cost a lot for international telephone call.]]> 2021-08-13 09:47:20 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1678000955 Limited Subjects https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1678002037 We have limited subjects especially MFL.
Currently we don't have smooth transition for IGCSE and A level for some subjects such as Psychology ]]> 2021-08-13 09:49:26 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1678002037 Interactive Programs https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1678003896 customers ask if we plan to have more interactive program for more subject especially in Primary level.
They are looking for Computing and Sciences. During the pandemic, schools only offer remote learning and "Practical Sciences" are something they needed.  ]]> 2021-08-13 09:52:54 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1678003896 Contacting OUP https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1680297542 Sometimes communication can be a blocker if the designated sales representative of the area is not available or direct lines are not accessible.]]> 2021-08-16 11:56:21 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1680297542 Too many touch points https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1680298588 Sometimes customers get confused when coordinating between sales and operations. This also dilutes OUP's negotiation power at times]]> 2021-08-16 11:57:25 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1680298588 Delayed Delivery https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1680299553 Sometimes customers expect immediate delivery which the supply chain is not able to match. Clear delivery lead times should be discussed with csutomers.]]> 2021-08-16 11:58:34 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1680299553 Not the right fit https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1680300482 Sometimes customers get over whelmed by a certain resource after adoption. They take it over even if the teacher's aptitude is not high. That is when sustenance becomes difficult.]]> 2021-08-16 11:59:39 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1680300482 Exchange rate issue https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1684636513 price quoted by sales team tend to a change with change in exchange rate , sometime customer end up paying more than actual price quoted originally.]]> 2021-08-18 18:39:15 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1684636513 Custom clearance issue https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1684644356 Custom clearance issue takes a lot of time with all the paper work to be done which delay delivery of product .

]]> 2021-08-18 18:45:12 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1684644356 The existing price in the order form is in pounds and when the schools order from the trade account and get the variance, there are chances of them complaining because of the difference https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685465818 2021-08-19 04:49:45 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685465818 The sudden and sometimes unannounced delay in the publication date put OUP in a very embarrassing situations. Add to this the " not published " message that the distributor get for a book which might be available in the next day! https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685730210 hope to solve this by providing the date of publication in the proforma ]]> 2021-08-19 08:16:54 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685730210 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685735734 we have good communications with schools in KSA. there is no issue here ]]> 2021-08-19 08:22:05 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685735734 Orders are received by the distributors in KSA https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685736079 2021-08-19 08:22:25 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685736079 The endorsement as well as the high price of OUP in comparision to other publichers are big blockers in KSA https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685737284 Decision makers are introduced to the endorsment materials to highlight the alignment of our resources with the CAIE syllabus. 
we try to ask the distributors to lower their profits to give more discount for schools, but they dont agree all the time. ]]> 2021-08-19 08:23:48 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685737284 Unfortunatly KSA doesnt have allocated AQA consultant who heavily promote the qualifications https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685740189 2021-08-19 08:27:06 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685740189 we need more support for the AQA independent sutudents and tutors who wok with independent student. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685741516 2021-08-19 08:28:47 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685741516 Currency Issue https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685769926 Some schools require the exact quote in local currency to get a pre-approval.]]> 2021-08-19 09:01:12 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685769926 Payment https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685772729 Some schools prefer to pay to us (local office) by bank transfer instead of paying directly to the UK. ]]> 2021-08-19 09:04:38 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685772729 Time and effort https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685878257 It will take too much time for our teachers to amend all their resources to suit a different exam board's assessment methods]]> 2021-08-19 11:35:45 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685878257 Teacher Experience https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685879557 Our teachers have only ever taught CAIE - they are comfortable and I'm worried they won't be able to adapt to a new style of teaching]]> 2021-08-19 11:36:40 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1685879557 Return & Exchange vikramlal https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686614883 Schools always complaint about our return & exchange policy. Sometimes schools have leftover stock.]]> 2021-08-19 19:28:19 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686614883 Delay in Shipment vikramlal https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686618550 sometimes shipment is delayed due to various reasons such as change in customer clearance policies but customer needs the product on committed time. ]]> 2021-08-19 19:31:06 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686618550 Language issues https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686860173 Sometimes the person who places the orders does not speak or write in english so filling in documents, writing to customer service or following instructions is complicated.]]> 2021-08-19 23:42:31 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686860173 Tracking issues https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686863834 Sometimes teachers contact OUP Reps complining they have not received what they have bought.
No possibilities of tracking when resources are sent by ordinary email from UK

]]> 2021-08-19 23:45:59 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686863834 Teachers do no like to read Support Guides with complicated instructions https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686866621 Teachers are demanding "Tutorial Videos" to show then how to activate and use the resources they have bought, specially for online resources and subscriptions. 
Ideally these videos should include the possibility to use closed captions in Spanish.]]> 2021-08-19 23:48:40 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1686866621 Customer journey to payment issues. Schools complain about our webiste and procedures when they want to buy a subscription. We end up talking to school accountants to finish the purchase https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1687869427 2021-08-20 13:10:42 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1687869427 School need recognition from Gov to be able to apply OIC. Not sure yet the progress. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1688739020 2021-08-21 03:47:48 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1688739020 Out of stock items https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1689483683 Many times products would show "temporarily unavailable" or "reprinting" without a definite date. Multiple email comms occur due to this and most of the time don't end up with a date.]]> 2021-08-22 12:56:20 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1689483683 Much lower prices from competition https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1689486507 CUP usually provides much cheaper prices in Primary along with access to free digital resources. Given the current situation and how schools were adversely affected by Covid, they go for cheapest to save on costs.]]> 2021-08-22 13:02:24 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1689486507 Due to pendamic, the teaching is online and school wants to cut down a few OUP resources like skill books and Arts from their booklist https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690263276 2021-08-23 03:19:17 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690263276 Schools sometime expect the sales consultants to accept the order and coordinate with the distributor for the best discount and services. This we can't do as per the compliance process and some smaller publishers are ok doing it. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690346715 2021-08-23 04:01:53 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690346715 Schools often get confused with where they are suppose to write for queries and orders: school order or school support. Also due to the time difference response to queries is delayed many a times. Sometimes one query is picked by different OUP staff at different shifts and school/edu consultants have to explain the issue all over again. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690357980 2021-08-23 04:08:26 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690357980 With UK the only issue I see is frequent stock out of one or the other key selling title, which is bound to happen as we have so many ISBNs. The real issue is that we do not get clear dates on when title will be available back in stock. We are in many cases just told RP/TU status, which is not a response we can communicate to the end customer. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690365448 2021-08-23 04:12:51 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690365448 No ebooks or online tokens for Primary level? https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690366063 2021-08-23 04:13:16 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690366063 Few policies and buffer stock https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690369574 Communication from customer seems to be not as smooth as it should be due to language barrier, also adding buffer stocks to their order seems to be problematic as our payment terms are advance and schools don’t want to stuck their capital on assumption.]]> 2021-08-23 04:15:27 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690369574 proper cross departmental communication https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690370667 Proper timeline of availability need to be communicated across sales channels including sales, CSD and headoffice based department who interact with customers.
 
]]> 2021-08-23 04:16:04 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690370667 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690372038 Immediate delivery is also an issue that is faced by customers due to workable load for air shipment or sea shipment.]]> 2021-08-23 04:16:56 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690372038 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690372741 Schools are looking for cost effective resources as due to pandemic the purchasing power of customer is reduced to great extent, the resources either should be cost effective or at least they should be sold at committed prices to the customer which wont get disturb from exchange rate fluctuation or may be air freight charges should be waive off.]]> 2021-08-23 04:17:21 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690372741 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690373046 Schools are very comfortable and hands on with CAIE due to its vast applicability in our market, they can easily find the faculty and have all pre work done. Shifting to a new system can be challenging as we have limited offerings and it has to be a re inventing the wheel exercise for the schools.
  
]]> 2021-08-23 04:17:32 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690373046 Oxford Owl Subscriptions melissamedina5 https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690970189 When a school asks for a demo access, including Teacher view and Student View, for Oxford Owl Library, as decisive step before making a decision.]]> 2021-08-23 11:56:27 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1690970189 Confusing Instructions https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1691066066 The Global page in OUP describes the process of buying in a "very easy way". Once ypu get in contact with a person through the chat, it's a different story...]]> 2021-08-23 13:09:13 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1691066066 Delay in delivery aliciamorillo https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1691115711 Sometimes deliveries are delayed by customs issues, blocking the efficient customer journey the school is used to.]]> 2021-08-23 13:34:52 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1691115711 Digital demos aliciamorillo https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1691131640 Some customers would prefer digital inspections to be cancelled directly instead of being charged if they do not cancel it beforehand. Promoting period does not correspond with purchasing times. ]]> 2021-08-23 13:42:41 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1691131640 Small portfolio https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1692941743 Many schools would like to use only 1 or 2 exam boards at most. Since we are limited in the number of subjects we offer this can be a blocker]]> 2021-08-24 05:20:48 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1692941743 Schools having returned an order to the UK, are still being sent the invoice 4 months after, demanding payment. https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1693400694 2021-08-24 10:55:22 UTC https://padlet.com/philippapayne/j5ptw3zq012e1fzs/wish/1693400694