In that section, youll find 10 lessons to teach customer service: Introduction to Customer Service teaches students the basics of customer service and how it impacts both businesses and consumers. Your students will answer two questions on the provided graphic organizer: After students have written their answers, its time to switch gears and discuss your students answers. August 26, 2021. As a whole, these lesson plans can fill six hours of class time and provide a variety of ways for your students to learn and practice customer service skills. Updated: First, your reps can review the materials in your knowledge base to better solve customer problems. Customers don't simply want their problems solved for them; they want to be heard. 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. 1. -Taking courses 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. An organization truly committed to customer service is : -Willing to revise processes to reach it objectives, 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. Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. -Employees accept having latitude in performing their work and have a sense of "ownership" to their jobs. hb```f``f`` B@1'L@D@ %e\RLaPeh;S9ot6}U``+sWaF&6nf~A!aQ1 + Ll`9Q1&Ff/^ That means we need to focus on the positives, not the nega- 0000001116 00000 n Is the definition of customer service positive or negative? 50 Activities for Achieving Excellent Customer Service Lesson One: Introduction to Customer Service Customer Service Customer Service Training Manual GOLDEN RULES OF CUSTOMER SERVICE CUSTOMER SERVICE SKILLS YOU NEED Soft Skills Module 13 Customer Service Standards Plan to accomplish a personal goal via 5 written steps. In fact, customers expect great customer service from brands on social media channels. dbmdbm. For the next part of the lesson, youll divide your students into pairs. 0000006457 00000 n This can really benefit employees who don't work closely with your products. This lesson was written specifically to the AQA BUSS2 unit of work but I imagine it can be used by others. This is a great way for you to formatively assess student understanding of service from a customers point of view. to be determined by learner. -Physical fitness Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. Get Your Free Customer Service Lesson Plan Download! 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. How to Solve Problems teaches students how to take a win-win approach to solving problems for customers. What do you want to know about customer service? Problems with In-Person Customer Service teaches students common problems that may occur when working face-to-face with a customer. Scenario discussions make for an interactive ice breaker, especially if you're training a large group. For the third activity, students discover behavioral patterns and their own primary behavioral pattern. Suggested Grade Levels: 9th to 12th Grade - Adult CUSTOMER SERVICE INTRODUCTION LESSON PLAN Materials: Word Study: Understanding R-Controlled Vowel Combinations. If you're looking for a motivational format, you can try storytelling. 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. - The organization that is supporting the delivery of the service. -increase mental activity When teaching any new unit, it's common to start with an opening activity. %%EOF teaches students common problems that may occur when working face-to-face with a customer. Attitude anchors is an activity that helps reps manage their emotions. What is customer service? Role place Customer service. You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic. Lesson One: Introduction to Customer Service 4. They aren't going. On the cards, students will write out phrases they think should be used provide good customer service. Role-playing lets reps work on both communication skills and their troubleshooting process. Finally, students participate in another customer service simulation that involves cultural diversity and handling tense situations. 2. communicate effectively with customers %%EOF Microlearning training sessions can cover topics such as the most common customer complaint or a documentation process. Now its time to introduce students to the difference between reactive and proactive customer service. 1. Students will also learn ways to overcome those potential problems. The course is split into three weeks, each week will have three hours worth of bite-sized lessons. This is a day for companies and businesses to reflection / reflect on the importance of providing good customer service. Students will also learn ways to overcome those potential problems. However, those conceptions may not be concrete enough or align with the vision you have for your organization. -Remembering that worrying impedes imagination, innovation and creativity 6. maintain a professional image. Most of us engage in customer service activities of some type during our normal daily routines at work. Worksheets are Customer service, 50 activities for achieving excellent customer service, Lesson one introduction to customer service, Customer service, Customer service training manual, Golden rules of customer service, Customer service skills you need, Soft skills module 13 customer service standards. Take your product apart in front of your employees and show them step-by-step how it's put together. Activity: Since good customer service is an attitude, we need to make sure our attitude remains positive toward the customer. Entertaining and motivating original stories to help move your visions forward. Here's an example profile below. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. This isn't specific to customer support, but it's a good idea for new reps to take a personality test to learn how they work and communicate best with others. This exercise can help reps master the soft skills that can dramatically impact a customer service case. 0000004069 00000 n These are activities that are performed after a call so reps can quickly bounce back and work with another customer. This preparation can be the difference between your team saving loyal customers or losing them to churn. If they don't believe in your company's culture, your customers certainly won't either. Lets start with a popular resource that focuses on the importance of good customer service. Dealing with Customer Complaints teaches students effective strategies for handling complaints both in a proactive and reactive manner. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences. There are a few types of presentations you can use to conduct training. This training idea can be done virtually or in person with large or small groups. Don't be afraid to have fun with it, either. A great test that new support reps should take before getting on the phones is a product demonstration. For example, if a rep had a really positive interaction with a customer, have that employee talk about that call and what they did to create such a delightful experience. Chapter 1: Understanding the Customer Recognizing your customer segments is one of the main parts of marketing, and the same goes for improving the customer service. . 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. Activity worksheets and Answer Keys are included to support ALL . Overall, this combination of lecture and video will help put customer service concepts into a real-world context for students to better understand. -Complain to the firm or more likely to their friends in an effort to influence them not to support the organization. emphasizes the role that written communication plays in providing good customer service. Learners participate in the 'Discussing Customer Service Task'. 0000002632 00000 n startxref - Speaking clearly and politely, and providing feedback After this lesson, you'll be able to inventory techniques you already use and identify new opportunities to improve relationships with the people you serve. That's because they're working on the front lines with customers, acting as the face of your business. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. It's also a day for customer service managers and staff to . - Social Media and the customer relationship Explain how a firm's corporate governance structure can help avoid agency problems. Lesson One: Introduction to Customer Service 4. (Exceptionally poor). 0000005732 00000 n The product of an interaction between the organization's employees. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. . Training should be an ongoing priority on your team whether you oversee all aspects of it or if you delegate parts to team members that are best suited to carry them out. Students will experience the different results of customer service decisions they make. Fun Customer Service Activities. As an owner or manager, it's your job to ensure all employees are working towards the same goal. But if you need to start teaching customer service, you likely want a ready-to-use lesson plan you can implement right now! 1. This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. When you're not able to solve a problem for your customer, give yourself positive affirmations like I did my best, and I'm proud of that.. For example, if the customer asked for a discount that the support rep wasn't authorized to offer, instead of saying 'no,' the rep could say, "If you're looking to reduce the cost of your CRM subscription, I could help you consolidate your database to under 1,000 contacts. How do they answer your questions? Your service reps are responsible for keeping customers from running to your competitors. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. Explain how to . 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. This will help you hold employees accountable and show customers that you're committed to creating a positive experience. Customer service teams are often very busy, and you may not have time to host a formal training. 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. 50 Activities for Achieving Excellent Customer Service 3. See pricing, Marketing automation software. Good introduction to the topic of customer service on the phone plus listening practice. They can relate to the frustration or disappointment that customers feel when something goes wrong or when expectations aren't met. A company with empowered employees is more : True empowerment within an organization means : -Employers and supervisors allow latitude in an employee's activity and decision making without first needing to obtain approval. Identify a characteristic of good customer service not listed in the lesson. You can't control the customer's personality but you can control your own reactions and responses. You can learn a lot about a customer by being observant. once a goal is defined, it should be broken down into manageable steps ending with a definite conclusion or checkpoint. - Making commitments you do not intend to keep, or which you cannot keep. An introduction to customer service. Extra time allotted to each task to take into account any unforeseen circumstances, like equipment failure, illnesses and extra work. For five years, Brooks did not look at any statements concerning her accounts. 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. No matter how hard you try, sometimes you might get the blame for a problem that's completely out of your control. . - acknowledging and fixing your mistakes. CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. - use a time management system. (We do it here at HubSpot.) 1. That way, communication will be smoother on social channels and will create more delightful customer experiences. To make your training effective, you much engage your reps. Thats where this free Customer Service Skills lesson plan comes in! -Constantly validating its assumptions and beliefs to ensure that the right things are being measured and that they are being measured correctly. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. 2. customer service worksheets, and more. 2007-2023 Texas Education Agency (TEA). identify good and bad customer service characteristics based on real-life customer experiences. Learners complete the 'Describing Customer Service' Worksheet. After all, if you're sending your customers to the knowledge base, it should be up to date and helpful, right? OHLJNIMK/(,*. Customer experience simulation is essentially the reverse of role-playing. What happened? 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. There's no solution included in the scenario. This can then open the class up for more in-depth discussion on customer service as a whole. 0000002277 00000 n %PDF-1.5 % In the case that it needs some work, the second goal can be accomplished. In addition, theyll learn how to use that information to provide better service. Listen to the goals and life plan of another person. 0p@@J*.PZBA:V1e*ay TK#fZ @lX, `a`ee`ki`7J0QO049p+$GXP*x[ Click below to get your free customer service lesson! endstream endobj 112 0 obj <> endobj 113 0 obj <>/ColorSpace<>/Font<>/ProcSet[/PDF/Text]/ExtGState<>>>/Type/Page>> endobj 114 0 obj <> endobj 115 0 obj <> endobj 116 0 obj <> endobj 117 0 obj <> endobj 118 0 obj <> endobj 119 0 obj <>stream In terms of Customer service : What is Metrics? 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 -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation even in the middle of a busy workday. - Share their positive experiences with their friends. Ma(/ f`Zv(d Bd87 7 The fastest growing customer segments are often not willing to 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. vLiRxg300 2. 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. Chicka Chicka Boom Boom: Order in the Room! 4. - Remembering that you cannot control everything but you can be in complete control of how you respond. View 02 - Intro to Customer Service Lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles High School. After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls. - Ensuring that there is a match between words and non-verbal communication People learn in different ways. Debbie Brooks and Martha Tingstrom lived together. - Trying new ways of doing things 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. This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. {YJ^;tQ8}CF)?,56l[]a"(Vh -Ensuring that your written communications are clear, concise, concrete, correct and complete. fiW#_6g#=X+ The main downside of this resource is the lack of materials included. 2. wL `9w2m{`( .|Ru This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. Free and premium plans, Operations software. Customers experiencing exceptionally good customer service are likely to do the following. 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S also a day for customer service lesson plan materials: Word Study: understanding R-Controlled Vowel.. Them step-by-step how it 's your job to ensure that the right things are being correctly... Your products the customer personal biases more in-depth discussion on customer service all... Three hours worth of bite-sized lessons reps can quickly bounce back and with... Split into three weeks, each week will have three hours worth bite-sized. Good customer service on the phones is a great way for you to formatively assess student understanding of service a... Of knowing their name preparation can be used provide good customer service teaches common... Who do n't simply want their problems solved for them ; they want to be heard agency...