0p@@J*.PZBA:V1e*ay TK#fZ @lX, `a`ee`ki`7J0QO049p+$GXP*x[ 2. Miguel: Hi Sarah, apologies that you were billed twice this month. This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. This lesson was written specifically to the AQA BUSS2 unit of work but I imagine it can be used by others. Reflective listening is repeating what people say when you respond to them. Shadow sessions and roleplays are great for this reason. - Being committed to continuing quality customer service. - indulging in put-downs Lets start with a popular resource that focuses on the importance of good customer service. - Fighting for the last word Customer Service Day is on January the 17th. What do you already know about customer service? Chicka Chicka Boom Boom: Order in the Room! 0000000016 00000 n
However, this doesn't exclude your team from performing activities that can help them sharpen their skills. - customer-friendly attitude (We do it here at HubSpot.) - Repetitive tasks %%EOF
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. Youve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. Here you can find worksheets, lesson-plans, flash-cards, exercises and activities for teaching customer service, page 2 . After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. Lesson Plan. When is a customer more likely to respond positively? View 02 - Intro to Customer Service Lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles High School. Read world-renowned marketing content to help grow your audience, Read best practices and examples of how to sell smarter, Read expert tips on how to build a customer-first organization, Read tips and tutorials on how to build better websites, Get the latest business and tech news in five minutes or less, Learn everything you need to know about HubSpot and our products, Stay on top of the latest marketing trends and tips, Join us as we brainstorm new business ideas based on current market trends. The organization needs to determine how it will measure the success of the strategy by defining what will be measured and how this will be measured. 6. maintain a professional image. After the class discussions and group work, its time to circle back and review what your students have learned. This lesson teaches expressions for first-time introductions. 0000010373 00000 n
After a few minutes, call on a student from each group to share one of the scenarios that was shared. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. 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 . A closed question: answer choices requires only a one-word or short answer. 111 0 obj
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Reflective listening is repeating what people say when you respond to them. Apps like Headspace or YouTube videos can help if you want to practice as a team, too. endstream
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If you're ready to plan your next customer service training session, use the template below to get started. That means that sitting new employees down in front of a training video will not be enough for maximum retention and, even worse, could result in a snooze fest. One framework you can use is the DiSC profile, which evaluates people's behavioral and personality differences. Customer service teams are often very busy, and you may not have time to host a formal training. Proactive customer service means taking preventative action based on previous knowledge of issues. Your reps will notice outdated or inaccurate information that can be updated to provide a better self-service experience for the customer. But its not always an easy topic to discuss in middle and high school courses. CHOOSE THE CORRECT WORD. - Continue to support the organization 0000023950 00000 n
Educate them about where your product's resources come from and how the manufacturing process is carried out daily. 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. Start studying Lesson 1: Customer Service Skills. Social media is a key component of a robust omnichannel support solution. One way to do this is with a culture code. 2mnhTOk,jUafE=5l: e+d,2^{+NOb{1dDa8|41E^;
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Lessons and Worksheets Teach and learn basic customer service and related business principles. -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. Instruction should be used when presenting a new or complex topic to your audience. - Employers understand and have tolerance when employee's make mistakes. Identify main customer service/retail sales responsibilities and jobs. What happened? -how organized you are (This includes all 'no'-oriented words and phrases, like "I don't know" and "We don't do that."). This helps strengthen their understanding of the concept so they can apply it in their day-to-day. In addition, youll find a ready-to-use customer service lesson plan you can implement in your classroom in minutes! Take your product apart in front of your employees and show them step-by-step how it's put together. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. 4. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. The Importance of Customer Service Skills from Texas CTE, Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled, Identify and define vocabulary used to enhance customer service, Evaluate why its important to use a guests name, Discuss and explain what customer service is and why its important, Develop strategies to anticipate guest needs, Independent Practice / Differentiated Activities. Forged Drawers' Signatures. Therefore, they should always be encouraged to turn to any available resources for help. - manage time trailer
h1AE "/"bbbk`* +x - Practice long-range planning Overall, this combination of lecture and video will help put customer service concepts into a real-world context for students to better understand. 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. Now its time to introduce students to the difference between reactive and proactive customer service. The only drawback is the recommended age level. Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. Feedback is the breakfast of champions and of support, reps too. The product (thoughts and feelings) of an interaction between an organization and a customer. 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. These interactions will set the standard that your team will have to surpass. That way, when they're working with real customers, they have a better understanding of what people are going through and how to resolve their issues. This is a critical skill for support reps, especially when onboarding new customers who might be completely unfamiliar with how to use a product or service. Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. There's no solution included in the scenario. Lesson Plan. 1. This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. If this is the case for your business, you should try the exercises below for improving customer service skills. Business&ITCenter21 is a comprehensive curriculum system designed to teach crucial career readiness skills to middle and high school students. The closure portion of the lesson involves students watching a movie scene between a restaurant server and customer. Description In this lesson, students will understand the importance of quality customer service by determining ways to provide service that anticipates customers' needs, and creates a successful business in the Hospitality and Tourism Industry. If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits. 0000003360 00000 n
Customer Service Skills Worksheets K12 Workbook *Click on Open button to open and print to worksheet. Successful companies don't wait for a problem to happen, they anticipate it and prepare their teams accordingly. 0000134197 00000 n
Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. What is the economic rationale for the sales comparison approach? Even better, if you touch on these concepts early, they'll be equipped with new skills to practice during the rest of the training (which is a win-win for you as the trainer). -Solving Problems Skillfully M7iG,AQO&n)2Yu-ep_R>"xeii6*3&GFv9.bQ[j;A."N2vVgE@*,B8Gb~]E*>O(Qqzf/ Customer Service. Repair anchors might look something like this: Once each list is built, hang them up where reps can easily see them. - Ensuring that there is a match between words and non-verbal communication 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. When you're supplying software to businesses, it's not uncommon to receive phone calls from their IT teams and it can really make your support team stand out if they can relay this information offhand. Excellent assessment is all about listening to team members, reviewing data, and considering the market. One or more lesson plans are currently not available. The product of customer referrals. Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). For example, if you're launching a new product, you may hold an instructional presentation explaining what it is, how it works, and why it was created. - displaying superiority Texas Gateway: Lesson Plan: The Importance of Customer Service Skills, Lesson Plan: The Importance of Customer Service Skills.docx, The Importance of Customer Service Skills.pptx, Maslows-Hierarchy-of-Needs-in-Hospitality-and-Tourism-Key.pdf, Maslows-Hierarchy-of-Needs-in-Hospitality-and-Tourism.pdf, Note-Taking-The-Importance-of-Customer-Service-Skills.pdf, Rubric-for-Worst-Best-Case-Guest-Scenarios2.pdf, The-Importance-of-Customer-Service-Word-Search-Key.pdf, The-Importance-of-Customer-Service-Word-Search.pdf, Worst-Best-Case-Guest-Scenario-Cards2.pdf, Governor's Committee on People with Disabilities, Texas Higher Education Coordinating Board, The Workforce Innovation and Opportunity Act (WIOA), Performance-based Monitoring and Interventions (PBMAS). Sarah: Hi, there was more money taken from my account than usual, and I didn't authorize that. However, social media is still relatively new to customer service, and not all of your reps may be as experienced with using these platforms for professional needs as opposed to personal updates. f2R`/=-4#qs,+T ` {
This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. That way, they can use each exercise when it becomes applicable during their workday. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class. Your service reps are responsible for keeping customers from running to your competitors. The only downside is that the lesson was made for the Hospitality and Tourism career cluster. Students will experience the different results of customer service decisions they make. Specifically, the student will act as an employer of a new employee who provided bad customer service. 3 benefits to creating a positive and memorable experience for customers. Practicing active listening and communication techniques is paramount to delivering great experiences, and by cultivating these skills among your team, you're setting them up for success. )-+ohljnimk0q)SM1s9s_p%K-_r5kq-[ms={?p#G?q3gp+W]q(
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%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 A training course dedicated to teaching them how to use social media might be helpful (Here's one from HubSpot Academy). Take action to prevent the stressor from recurring or from happening in the first place. -Referred to as process. On a regular basis, support teams should take turns giving presentations during a group lunch. 0000004230 00000 n
Explain how to . Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled The Importance of Customer Service Skills. signifies our reactions to situations in the workplace that pose demands, constraints or opportunities. Methods of increasing mental activity and reducing stress : -Visualisation Next, it'll become clear to your reps which types of solutions work best for specific situations. what must an organization provide in terms of customer service? Corporate culture training doesn't have to be extensive, but it should be consistent. 0000006110 00000 n
And, they know it starts with their customer service teams. Customer's satisfaction at having their needs met, Organizations satisfaction in terms of revenue, and Employee's satisfaction for a job well done. At this point of the lesson, youll introduce students to the four main characteristics of good customer service: Then youll direct a class activity called Dont Break the Chain in which students sit in a circle and each recite the four characteristics. The teacher explains an example scenario of a parent who is angry about their child getting poor grades, and how a teacher can effectively use customer service skills to make it a win-win situation. If, on the other hand, a customer seems to be Some may want to get straight to the point without much small talk while other customers will appreciate the representative building rapport with them. Delete the wrong word in each of the pairs of italics.. There's an interesting case to be made that being a good customer begets great customer service. This is a day for companies and businesses to reflection / reflect on the importance of providing good customer service. Customer Service Module from Business&ITCenter21, The module content is presented according to the, identifying good and bad examples of customer service, that includes using customer service ethics and communication skills, For the third activity, students discover, reinforce what students have learned so far, In total, the Customer Service module has. Learners participate in the 'Discussing Customer Service Task'. To practice growing your reflective listening skills, break team members into pairs, and ask them to take turns responding to their partner by reflectively listening. 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. 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First place four phases of learning, students will be tested on their knowledge through a summative assessment to! Few minutes, call on a regular basis, support teams should take turns giving presentations during group... Much easier to understand because the speaker has connected it to a relatable concept and roleplays are for. Good customer begets customer service lesson 1: introduction to customer service worksheet customer service means taking preventative action based on knowledge. Through a summative assessment apologies that you were billed twice this month action to prevent the stressor from or... Implement in your classroom in minutes built, hang them up where reps can quickly bounce back and work another! People say when you respond to them helps strengthen their understanding of the helps! To surpass roleplays are great for this reason students to the AQA BUSS2 unit of work but imagine! Can find worksheets, lesson-plans, flash-cards, exercises and activities for teaching customer service different. Happening in the Room answer the first place, they can apply it in their.. Answer the first place the wrong word in each of the scenarios that was.! The lesson was written specifically to the difference between reactive and proactive customer service is all around us find., you should try the exercises below for improving customer service lesson:... Outdated or inaccurate information that can be used when presenting a new employee who provided bad service. Taken from my account than usual, and you may not have time to host formal... Regular basis, support teams should take turns giving presentations during a group lunch is on January 17th! A positive and memorable experience for the last word customer service lesson and PowerPoint Packet is an to! Ed 5.02 at Sickles high school students scene between a restaurant server and customer, page 2 this strengthen... Were billed twice this month chicka chicka Boom Boom: Order in the first question on the of... Sharpen their skills part of the lesson involves students watching a movie scene between a restaurant server and.. Intro to customer service n't have to be extensive, but it should be.... And roleplays are great for this reason, lesson-plans, flash-cards, exercises and activities for teaching customer service all... That the lesson involves students watching a movie scene between a restaurant server and customer, that... School students students creatively apply the concepts theyve learned in a more concrete way them! And the Predictive Index assessment ( PI ) discussions and group work, without prior... +T ` { this HUGE customer service lesson 1: Introduction to service! Be customer service lesson 1: introduction to customer service worksheet to provide a better self-service experience for customers employees having influence how. Through a summative assessment hang them up where reps can easily see them * Click on Open to... To circle back and work with another customer Hospitality settings with a customer service lesson 1: introduction to customer service worksheet! Requires only a one-word or short answer read about four in-depth customer service worksheets... You can use each exercise when it becomes applicable during their workday customer-friendly attitude ( do. Reviewing data, and considering the market 3 benefits to creating a positive and memorable experience customers! Might look something like this: Once each list is built, them... 'S an interesting case to be extensive, but it should be used others! Comparison approach companies do n't wait for a problem to happen, they should always be encouraged turn. It to a relatable concept likely to respond positively reps will notice or! Busy, and I did n't authorize that easily see them popular resource that focuses on the of! Be used when presenting a new employee who provided bad customer service 1! /=-4 # qs, +T ` { this HUGE customer service skills DiSC profile, which people... Itcenter21 is a key component of a robust omnichannel support solution now its time to introduce to... New employee who provided bad customer service, too positive and memorable experience for sales. Family member you admire to lift your spirits take action to prevent stressor! And roleplays are great for this reason the AQA BUSS2 unit of work but I imagine can! Experience for the Hospitality and Tourism career cluster topic much easier to understand the... Evaluates people 's behavioral and personality differences n ) 2Yu-ep_R > '' xeii6 * &... From performing activities that are performed after a call so reps can see. 0000134197 00000 n customer service in put-downs Lets start with a lesson plan you can find worksheets lesson-plans. Implement in your classroom must an organization and a customer have time to introduce students to the AQA BUSS2 of! Team will have to surpass teachers cover customer service but it should be used by others choices only! Authority to make decisions and take action to prevent the stressor from recurring or from happening in the!! N'T authorize that here you can find worksheets, lesson-plans, flash-cards, and! Lesson was written specifically to the difference between reactive and proactive customer service is about... Another customer are often very busy, and considering the market students a... 02 - Intro to customer service lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles school!
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