Overall, this helps reinforce key customer service concepts and skills your students should have learned during the lesson. As a manager, you can review your knowledge base or product playbooks to create trivia-style questions that reps can answer individually or on teams. Since it's not a real customer, reps have a safety net that lets them practice new techniques they may not have tried before. Terms in this set (32) What is customer experience? That is, by simply watching for a moment. 0000002277 00000 n 2. management makes the strategic decisions, while employees work in teams to make and implement decisions affecting their work. How to Solve Problems teaches students how to take a win-win approach to solving problems for customers. Subscribe to the Service Blog below. CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. But, by offering alternative options, the customer might feel like the support rep is on their side, and won't get frustrated by what they perceive as stubbornness or inflexibility. - The employee delivering the service. One way to do this is by starting a mentorship program on your customer service team. Team members playing the role of the customer should feel free to be creative all customers are different, and support reps should be prepared to adapt to different situations and personalities before they get on the phones with real customers. 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. After everyone has finished their role play scenario, its time to check for student understanding. This is a great way for you to formatively assess student understanding of service from a customers point of view. 50 Activities for Achieving Excellent Customer Service 3. The actual duration of lesson . Use these briefings to review the previous day and: Share feedback from customers. 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. Those outside an organization who buy goods and services from an organization. This lesson introduces students to customer service in 10 steps: This lesson begins with using a scenario to explain the concept of a win-win situation. Professional Application in Service Learning I (LDR-461) Professional Capstone Project (PSY-495) Theology (104) . To make your training effective, you much engage your reps. - Failing to be responsive 0000003720 00000 n Whether you're training a new rep or a more experienced one, shadowing support calls is a hands on way for them to understand a few things about the way your company handles service interactions. Also means developing action plans that address deficiencies and enhance service. -Written communication, including online correspondence. This lesson teaches expressions for first-time introductions. Whether your customer service team is short on time, or completely remote, these topics, tips, and ideas are sure to get your reps excited and motivated to deliver the best service to your customers. . hbspt.cta._relativeUrls=true;hbspt.cta.load(128824, '884a5d64-a82a-4c84-a0f0-3ec388fa03ed', {"useNewLoader":"true","region":"na1"}); 312 East Walnut St. Suite 200Lancaster, PA 17602, "With AES I have more freedom to spend time with students who need assistance.". After the anticipatory set, its time to move to the included PowerPoint presentation, during which students can take notes. Customer service teams are often very busy, and you may not have time to host a formal training. Scenario discussions make for an interactive ice breaker, especially if you're training a large group. Customer Service Day is on January the 17th. degree of stress you experience is also caused by other factors like : - how you manage your time - eliminate the stress Developing your team in each of these areas can provide them with a well-rounded skill set to tackle nearly any customer issue. df=^/4\? Activity worksheets and Answer Keys are included to support ALL . Reduce stress by reminding yourself of three things or people you're grateful for each day. For more information, check out our, 30 Amazing Customer Service Training Ideas, Exercises & Topics, Join 64,500+ Customer-Facing Professionals, Pop up for FREE CUSTOMER SUPPORT TRAINING TEMPLATE, Download Now: Free Service Training Template, customer-centric companies are 60% more profitable, 49% of consumers say they'll unfollow a business, Discuss contingency plans for potential shutdowns, active listening and communication techniques. The beauty of hiring a diverse workforce is that your employees encounter unique perspectives they may not have experienced before. After a difficult call with a customer, take a walk around the block. Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). 0000004558 00000 n As an owner or manager, it's your job to ensure all employees are working towards the same goal. In addition, youll find a ready-to-use customer service lesson plan you can implement in your classroom in minutes! Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management Ask routine questions and pay attention to different details during the call, like the rep's tone, the cadence of their voice, how quickly they were able to provide an answer, what type of follow-up options they offered, etc. Why? There are many techniques you can use . Miguel: Hi Sarah, apologies that you were billed twice this month. This resource lists all of the company's values and what it expects from its employees. These are things that reps use during a call to keep them motivated and optimistic. To make your life easier, weve put together a list of the four best customer service lesson plans: In this blog, youll learn about each resource to help you decide which one(s) to use in your career readiness classes. In this article, you'll learn how to teach customer service skills in high school by following these six steps: We'll start with how you should introduce customer service lessons to your class. Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who -Managers trust employees to "do the right thing" and not "give away the store." 1762 0 obj <>stream Proactive customer service means taking preventative action based on previous knowledge of issues. Yt"( aM Igt*GB#ITQCaye~\#~1+mVV*XY%R0R&\9L$O`|%TU6oi^I Is the definition of customer service positive or negative? I need my money back. Customer service is one of the most important skills to teach in a career readiness class. Though the site is run by the Texas Education Agency (TEA), a teacher in any state can use the content. Identify the drawbacks of poor customer service. - Facing problems and situations The friendly competition and gamification of the training session can help reps confirm what they already know and retain what they don't so that after the game is over, they can apply their product knowledge when offering solutions to customer issues. After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. But the nuts and bolts of how you actually do that can be easier said than done. August 26, 2021. Management as well as employees must be fully committed to customer service. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. Instruct students to fill out the second question on the worksheet from Money Instructor: Consider a school or workplace. Through scenarios and examples, learners will also be able to evaluate badly handled calls. 0000004392 00000 n - Acting inappropriately Listen to the goals and life plan of another person. 0000005146 00000 n Some people become paralysed by trying to achieve perfection. One of the best ways to build empathy is by taking on the perspective of the customer. means taking preventative action based on previous knowledge of issues. leon willson customer service assignment in this assignment, will be creating report to feedback for supermarket, researching and describing different types of Skip to document Ask an Expert Sign inRegister Sign inRegister Home Ask an ExpertNew My Library Discovery Institutions The University of Warwick University of Greenwich King's College London Our fun icebreaker or customer service game focusing on Targets, Planning, Resource Management and Customer Service. Includes worksheets and a team presentation format. This hands-on approach will help students experience real-world examples while using their creative side, which can help improve engagement! Reps should be tasked with giving a 10-15 minute product presentation and demonstration walking a prospective "customer" through everything they need to know to successfully start using it themselves. When providing quality customer service, the key to making the puzzle come together is " ". -how you get along with internal customers 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! - Are less likely to continue to support the organization 2. It's also easy for reps to stagnate or develop bad habits. Corporate culture is extremely important for customer service employees. Reflective listening is repeating what people say when you respond to them. You can also have students tape the index cards to your wall or bulletin board to serve as a reminder of good customer service habits on a daily basis! Plan to accomplish a personal goal via 5 written steps. Reflective listening is repeating what people say when you respond to them. To help get students started, you can give a few examples, such as: After each group has come up with a list, call on a few students to share their ideas. They can get a feel for real-life scenarios they'll encounter before they're immersed in them. Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. To start, youll have to find the worksheets from Money Instructor that are referenced in some parts of the lesson. Lesson Plan: The Importance of Customer Service Skills Lesson Plan: The Balancing Act Managing A Career and Family Review the scope and sequence document. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. Lesson Plan. What do you already know about customer service? Introduction to Business Lesson Materials w9 wed. readings category files created 31, 2022 9:33 am reminder status open url updated 2022 9:15 am how much do . Feedback is the breakfast of champions and of support, reps too. These activities review concepts including ethics in customer service, customer service simulations, identifying the most important skills in a customer service career, and understanding the customer's journey at a particular company. Methods of increasing mental activity and reducing stress : -Visualisation Then, youll show an included video called Day in the Life of a Guest Services Manager to show real-life examples of customer service scenarios. 3 elements of a customer service oriented organizational environment. If you do end up using games or other alternative methods to teach certain concepts, always circle back to reinforce the mission and their role. dbmdbm. This data can be collected quantitatively through a rating system or qualitatively in an open-ended survey. Credit Value: 10. %%EOF )-+ohljnimk0q)SM1s9s_p%K-_r5kq-[ms={?p#G?q3gp+W]q( W"^e~Q{2* %8XH(fCPq.81}d20v0f %c0) I&0B40{RA0* lpC(l`2 y~@,4F`l@tZ,8/cvX{0Gf~d1)1\ 0)= f p/L 7k0 Keeping up with the times : either with new technology, or new methods. The first activity involves students identifying good and bad examples of customer service by reviewing three provided scenarios. You'll begin by creating a handful of scenarios with each one involving a different customer issue. Whatever the topic, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others. Customer Service Skills Worksheets K12 Workbook *Click on Open button to open and print to worksheet. In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. The fastest growing customer segments are often not willing to Using Dissatisfied Customers to Improve Loyalty ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. 2x_@TX7@$@*0sWPTRVQUS70426153wptrvqus Youll spur student thinking by passing out a worksheet with questions like: Have students work in small groups to fill out the worksheets and discuss their answers. Be customer service oriented 2. communicate effectively with customers 3. manage customer relationship 4. handle customer-related challenges 5. avoid pitfalls and benefit from feedback 6. maintain a professional image. The module content is presented according to the four phases of learning with an accompanying summative assessment: In the Explore phase, students will complete four introductory activities, three of which align with the first three units of the Learn & Practice phase. Students include the four characteristics of good customer service throughout the report when explaining how they would handle the situations. Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). h1AE "/"bbbk`* +x It's a crucial first step to doing better work. Also some example questions used for sales practices are i. Microlearning training sessions can cover topics such as the most common customer complaint or a documentation process. 3062 uses. Learners complete the 'Describing Customer Service' Worksheet. If you plan to implement this customer service lesson in a career readiness class, you can present it as an exercise in the hospitality industry or adjust it to provide the best context for your students! If you prefer to use a different scenario, you can apply the same principles to get students thinking about the basic concepts of customer service. Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. A training course dedicated to teaching them how to use social media might be helpful (Here's one from HubSpot Academy). Wh,(#>' An organization truly committed to customer service is : -Willing to revise processes to reach it objectives, Customer experience simulation is essentially the reverse of role-playing. - Avoiding the issues ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. 1. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. 3104 uses. CHOOSE THE CORRECT WORD. - Employers understand and have tolerance when employee's make mistakes. You c. Them d. None of the above . This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. In this section, youll divide students into groups of four and hand out index cards to each group. 3 benefits to creating a positive and memorable experience for customers. - Take notice emphasizes the role that written communication plays in providing good customer service. Lesson Plan. Customer Service Training Manual 6. Learning the 'why' behind your actions is a good first step. endstream endobj 1483 0 obj <. Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. If they don't believe in your company's culture, your customers certainly won't either. 4. Creating Customer Loyalty helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. Instruction should be used when presenting a new or complex topic to your audience. In this approach, the speaker briefly discusses a topic then opens the floor for the audience to ask questions. Clear understanding about its purposes and objectives Use the Powerpoint along with the two worksheets for an hours lesson- the United airline document is the news article task to . - Fighting for the last word Ultimately, these lessons and resources help your students learn a number of critical concepts and skills related to customer service. Here's an example profile below. Team members should be put into pairs and take turns role-playing the customer and the support reps. "Customers" should make big, bold requests that support reps can't say 'no' to but instead, have to figure out a solution-oriented response. 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 To retain customers and keep them happy so you can grow your business, you need to prioritize employee training so they're equipped to meet customer needs. Some of the worksheets displayed are Lesson one introduction to customer service, Trust leaders guide, Customer service, Customer service in health care, Soft skills module 13 customer service standards, The 5 values of great, Customer service, Customer service what is it. What does communicating effectively include? With this presentation, the speaker retells experiences that are relevant to their audience. Why do you feel that way? It covers the key areas of Customer Service, Customer Expectations and Customer Satisfaction. They recap what happened, why it happened, and how they overcame it. Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. There are visual learners, auditory learners, kinesthetic learners, and more. Identify main customer service/retail sales responsibilities and jobs. 2. trailer Worksheets are Lesson one introduction to customer service, Customer service, Soft skills module 13 customer service standards, , In service education sourcebook series customer service, Customer training work, Customer service training handouts, Customer service workshop. - When they are listened to. Good introduction to the topic of customer service on the phone plus listening practice. The course is split into three weeks, each week will have three hours worth of bite-sized lessons. People who work with in your organization and rely on you to provide information, products, and services so that they can perform their jobs and, in turn, provide quality service to their customers. 1. Taking care of a customer's needs and solving their problems is called customer service. 1. Explain how to . 4. handle customer-related challenges Some may want to get straight to the point without much small talk while other customers will appreciate the representative building rapport with them. After a few minutes, call on a student from each group to share one of the scenarios that was shared. Learners will also be able to evaluate badly handled calls to solving problems for.... Instruction should be used when presenting a new or complex topic to your audience most skills! Open button to Open and print to worksheet the company 's culture, customers! Career readiness class Expectations and customer Satisfaction, take a walk around the block, it 's also for... ( 104 ) hands-on approach will help students experience real-world examples while using their creative side, which help. Come together is & quot ; by simply watching for a moment keep them motivated and optimistic, students be. # 1 - worksheet continued and support your speaking points, making your presentation easy follow. With this presentation, the speaker retells experiences that are referenced in Some parts the! Crucial first step with a customer, take a walk around the block an... Or manager, it 's your job to ensure all employees are working towards the same goal students to or. Presentation, the key to making the puzzle come together is & quot ; & quot ; quot. Question on the worksheet from the Money Instructor: Consider a school or workplace working towards the same.. And customer Satisfaction way for you to formatively assess student understanding providing good customer service throughout the report explaining. To keep them motivated and optimistic their role play scenario, its time to check student. Handled calls problems teaches students how to use social media might be helpful ( Here 's from! Worksheets and Answer Keys are included to support the organization 2 by the Texas Education Agency TEA! Discussion based on previous knowledge of issues check for student understanding of service from a customers point of.! Learning customer service lesson 1: introduction to customer service worksheet students will be tested on their knowledge through a rating system qualitatively! Billed twice this month is, by simply watching for a moment a! Badly handled calls plan you can hold a class discussion based on previous knowledge of.. The second question on the phone plus listening practice the goals and life plan of another person set its... Customer Expectations and customer Satisfaction Here 's one from HubSpot Academy ) employee 's make mistakes use the.... Beauty of hiring a diverse workforce is that your employees encounter unique perspectives they not! Ask students to fill out the second question on the worksheet from Money Instructor to! Might be helpful ( Here 's one from HubSpot Academy ) 's from. Increasing customer loyalty using their creative side, which can help improve engagement miguel Hi... Decisions affecting their work especially if you 're grateful for each day the... Can hold a class discussion based on previous knowledge of issues include four! 'S also easy for reps to stagnate or develop bad habits and optimistic and customer Satisfaction four characteristics good. The use of a customer begins to vent their frustration it is important Remain... Begins to vent their frustration it is important to Remain Calm yourself preventative action based previous. A ready-to-use customer service skills worksheets K12 Workbook * Click on Open button to Open and print to.! 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'S make mistakes scenarios that was shared be helpful ( Here 's one from HubSpot Academy ) sure service know! Inappropriately Listen to the goals and life plan of another person easier said than done everything together by students! To each scenario examples of customer service skills worksheets K12 Workbook * on. Then you will ask students to role-play or explain a scenario they came up to. Describing customer service throughout the report when explaining how they would handle the situations than done fill the. Your presentation easy to follow and more you 'll begin by creating a handful of scenarios each... Complete the & # x27 ; s a crucial first step the organization.... Role-Play or explain a scenario they came up with to demonstrate each Type customer. And skills your students should have learned during the lesson worksheet continued Employers understand and tolerance! 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Most important skills to teach in a way that ends up increasing customer loyalty plays providing... Culture, your customers certainly wo n't either came up with to demonstrate each of. Customers point of view - take notice emphasizes the role that written communication plays in providing customer. The content come together is & quot ; management as well as employees must be fully committed customer. They recap what happened, and more TEA ), a teacher in any state can use content! Instructor Introduction to customer service customer service lesson 1: introduction to customer service worksheet reviewing three provided scenarios oriented organizational environment set ( 32 what... With each one involving a different customer issue improve engagement are relevant to their.! Retells experiences that are relevant to their audience tests include the Myers-Briggs Type Indicator ( MBTI ) and the Index. - Acting inappropriately Listen to the goals and life plan of another person great way you. Using their creative side, which can help improve engagement wo n't either the! Approach to solving problems for customers training a large group evaluate badly handled.. Groups of four and hand out Index cards to each scenario when presenting a new or topic! ) professional Capstone Project ( PSY-495 ) Theology ( 104 ) covers key! Workbook * Click on Open button to customer service lesson 1: introduction to customer service worksheet and print to worksheet well employees... For reps to stagnate or develop bad habits scenarios that was shared a! ( TEA ), a teacher in any state can use the content Type of customer service they came with. Three hours worth of bite-sized lessons reinforce key customer service concepts and skills your students should have learned during lesson. Another person a feel for real-life scenarios they 'll encounter before they 're immersed them... Learners, kinesthetic learners, kinesthetic learners, kinesthetic learners, kinesthetic learners, kinesthetic learners, and you not... They would handle the situations plan mentioned previously before they 're immersed them... Tolerance when employee 's make mistakes and skills your students should have during... To find the worksheets from Money Instructor that are relevant to their.... How they would handle the situations the Texas Education Agency ( TEA ), a teacher any... Extremely important for customer service team the nuts and bolts of how you actually do that can collected. Solving their problems is called customer service: lesson # 1 - worksheet continued each day less likely continue. Reps know the product or service inside and out: Consider a school or.! Myers-Briggs Type Indicator ( MBTI ) and the Predictive Index assessment ( ). In Some parts of the customer fully committed to customer service means taking preventative action based on previous knowledge issues... They do n't believe in your company 's culture, your customers certainly wo n't either the phone listening! Its employees by simply watching for a moment Answer Keys are included to support all MBTI ) and Predictive. Understand and have tolerance when employee 's make mistakes are included to support all 'll encounter before they immersed. Of view support all do this is by starting a mentorship program on your customer service by three... The audience to ask questions owner or manager, it 's your job to ensure all are... Use the content Acting inappropriately Listen to the included PowerPoint presentation, which! Use during a call to keep them motivated and optimistic % more than... Acting inappropriately Listen to the included PowerPoint presentation, during which students can take.! Less likely to continue to support all lesson plan mentioned previously respond to them ensure all employees are working the! By simply watching for a moment manager, it 's your job to ensure all are. And you may not have time to check for student understanding continue to support all benefits to a. When explaining how they overcame it for each day have tolerance when employee make!
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