*Click on Open button to open and print to worksheet. After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. View 02 - Intro to Customer Service Lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles High School. - Avoiding the issues - Ignoring teamwork. Role-playing lets reps work on both communication skills and their troubleshooting process. If a student forgets one of the characteristics, the chain breaks and goes back to the first student! Youve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. Students will observe the scene and offer constructive criticism of how the server could have provided better customer service. Just to confirm, you're not seeing any other unusual payments, correct? But the nuts and bolts of how you actually do that can be easier said than done. This exercise will teach support reps how they can still be helpful if they don't give a customer the answer they want to hear. Ensure that you're providing ample continuing education to reinforce what they learned in onboarding and further the development of their skills. 2x_@TX7@$@*0sWPTRVQUS70426153wptrvqus Terms in this set (32) What is customer experience? Visuals like PowerPoints and graphics are a great way to hook in a larger audience. For the next part of the lesson, youll divide your students into pairs. That way, they can use each exercise when it becomes applicable during their workday. 151 0 obj <>stream -communicate Team members should be paired up and given real scenarios that customer support reps have to tackle every day easy ones, and difficult ones, too. what happens when things go wrong between internal customers? . We're committed to your privacy. AZZ IhXZNS@VfK Don't be afraid to have fun with it, either. 1. customer service 2. The lesson has four main objectives for students: The lesson plan includes step-by-step directions for you to follow, along with instructional materials, related resources, and teaching strategies. What better way to do this than by recognizing good customer service in your everyday life? Explain how to . All of us encounter customer service when we go to the store, call a company on the phone, or visit a business's web site. 0000004230 00000 n Along with the lessons on money skills, they have a section on the website dedicated to career, work, and business lessons -- including lessons on customer service! The lesson has four main objectives for students: Identify and define vocabulary used to enhance customer service Evaluate why it's important to use a guest's name Discuss and explain what customer service is and why it's important Develop strategies to anticipate guest needs Free and premium plans. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class. - The employee delivering the service. In total, the Customer Service module has 20 class hours worth of curriculum content to help teach the customer service skills. Every company makes mistakes, but the best companies know how to clean up their messes. Unit 2: Retail Terminology & Practices10. The manual focuses on agricultural products as examples, but the content applies to any sales situation. Lesson One: Introduction to Customer Service 4. 0000005569 00000 n 3062 uses. 0000004069 00000 n - Ensuring that there is a match between words and non-verbal communication - face reality. The lesson wraps up with students completing a written report based on a scenario where a number of customer complaints were filed at a luxury hotel. Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. But when customers are upset or frustrated, answering their requests with a flat-out 'no' might serve to aggravate them and won't move the conversation forward. - indulging in put-downs Customer experience simulation is essentially the reverse of role-playing. If youre only looking for a customer service lesson, Business&ITCenter21 wont be the best fit. It is the customer! - Employers understand and have tolerance when employee's make mistakes. In these scenarios, speakers often use metaphors and paradoxes to compare confusing points with other topics that the audience is more familiar with. Tolls and training necessary for its employees It's also a day for customer service managers and staff to . If these options aren't best for you, check out more presentation styles here. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. Also means developing action plans that address deficiencies and enhance service. 1482 0 obj <> endobj If this is the case for your business, you should try the exercises below for improving customer service skills. - Speaking clearly and politely, and providing feedback Business Letters and Emails emphasizes the role that written communication plays in providing good customer service. - manage time Role-playing is an effective exercise for sharpening customer service skills. - Facing problems and situations Through listening and role play, students learn how to introduce themselves to a colleague or business associate and make appropriate small talk. of a business English course, and provides a good opportunity for the student(s) and teacher to get to know each other. 5. avoid pitfalls and benefit from feedback Ultimately, these lessons and resources help your students learn a number of critical concepts and skills related to customer service. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. They can get a feel for real-life scenarios they'll encounter before they're immersed in them. 0 Describe The person who goes the extra mile. After all the solutions have been decided among the groups, bring everyone together, and have one representative from each team read their scenario aloud and explain how they'd solve it. For example, while there's probably an extremely helpful knowledge base article written on troubleshooting common product failures, the better solution in the moment may be to walk the customer through the fix rather than sharing a step-by-step document. Demonstrating Effective Customer Service Skills from Scott Yamahata, Scott Yamahata is a business education teacher who shares resources on, One of Scotts resources is a lesson called. Professional Application in Service Learning I (LDR-461) Professional Capstone Project (PSY-495) Theology (104) . Define the mission and big picture as well as their role within it. 0000005146 00000 n is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing a job before actually doing it. Learn about its importance to business, customer loyalty, and how to deal with customers. This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' CHOOSE THE CORRECT WORD. Second Grade Daily Sub Plan Day 1. That means some of the references specifically apply to someone working in the hospitality industry. Start with Customer Service Activities. If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits. Or, if the interaction is significantly negative, discuss the missteps that were taken and what could be done next time to avoid a similar outcome. It includes everything you need to run the lesson from start to finish, plus additional information to expand upon your students learning. Customer Service: Introduction to Customer Se, anticholesterol (HMG CoA Reductase Inhibitors), Information Technology Project Management: Providing Measurable Organizational Value, Operations Management: Sustainability and Supply Chain Management, Service Management: Operations, Strategy, and Information Technology, John David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine. Your reps will notice outdated or inaccurate information that can be updated to provide a better self-service experience for the customer. Dedicating time to meditation, mindfulness, and relaxation and encouraging employees to use it for that purpose will help train them to de-stress and stay positive during those tough moments with customers. Learners participate in the 'Discussing Customer Service Task'. If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn. Taking care of a customer's needs and solving their problems is called customer service. Whether you want to learn ten key customer service principles, or ways to wow your customers and win their loyalty, heart and soul, this is the eBook for you. The goal of this phase is to help customer service leaders identify successes and challenges in training and accurately gauge the team's learning needs. -Written communication, including online correspondence. For example, when using the game for customer service training the team is asked to quote to the customer how many 'deliveries' they can make in the time . In fact, customers expect great customer service from brands on social media channels. The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the perspective of the user. -Solving Problems Skillfully Customer Service. -Physical fitness The beauty of hiring a diverse workforce is that your employees encounter unique perspectives they may not have experienced before. 0000010373 00000 n Train and onboard your new customer support hires with this downloadable template. 50 Activities for Achieving Excellent Customer Service 3. It does not mean assigning blame, complaining or making excuses. Entertaining and motivating original stories to help move your visions forward. Most of us engage in customer service activities of some type during our normal daily routines at work. Question 14 30 seconds Q. -relaxation techniques Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. Enter your search below and hit enter or click the search icon. 0000006325 00000 n GOLDEN RULES OF CUSTOMER SERVICE 7. What happened? Customers don't simply want their problems solved for them; they want to be heard. Students pick a customer service scenario (provided as a lesson resource) and brainstorm strategies to provide a good experience. 5@ 2. Therefore, they should always be encouraged to turn to any available resources for help. These reflection questions help students think about the overarching concepts of customer service in relation to their own experiences. A daily dose of irreverent and informative takes on business & tech news, Turn marketing strategies into step-by-step processes designed for success, Explore what it takes to be a creative business owner or side-hustler, Listen to the world's most downloaded B2B sales podcast, Get productivity tips and business hacks to design your dream career, Free ebooks, tools, and templates to help you grow, Learn the latest business trends from leading experts with HubSpot Academy, All of HubSpot's marketing, sales CRM, customer service, CMS, and operations software on one platform. 3. The product (thoughts and feelings) of an interaction between an organization and a customer. Overall, this combination of lecture and video will help put customer service concepts into a real-world context for students to better understand. means taking preventative action based on previous knowledge of issues. 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