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. So, instead, talk to your employees about where your servers are located and how your software is powered. Suggested Grade Levels: 9th to 12th Grade - Adult CUSTOMER SERVICE INTRODUCTION LESSON PLAN Materials: An organization truly committed to customer service is : -Willing to revise processes to reach it objectives, In an unfamiliar situation, a familiar process may be enough to help new reps spread their wings and own their role. Do they confirm your issue so they can offer the best solution? 4. Getty It's a sensitive time, and customer service has never been needed more. - When they're offered compensation for a mistake. This will help you hold employees accountable and show customers that you're committed to creating a positive experience. Managers should listen for their ability to succinctly and clearly explain complicated topics and to make sure they know how to use and explain every facet of the product, its website or app, and its features. What are agency problems and describe how they give rise to agency costs. - Embarking on new relationships and experiences Here's an example profile below. Listen with empathy and provide options and alternatives. When is a customer more likely to respond positively? How to Solve Problems teaches students how to take a win-win approach to solving problems for customers. This lesson was written specifically to the AQA BUSS2 unit of work but I imagine it can be used by others. 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. All of these factors and more can be uncovered just by being a customer yourself. -learning to say "no" without upsetting the customer This preparation can be the difference between your team saving loyal customers or losing them to churn. %%EOF Because of this, its smart to comb through each lesson to make sure you pick the most relevant and age-appropriate ones to include in your classes. What is the economic rationale for the sales comparison approach? 0 what happens when things go wrong between internal customers? Any great customer service rep knows their products like the back of their hand. These are letters written from the perspective of the customer and addressed to the customer service employee. 0000002897 00000 n What is the importance of customer service? Management as well as employees must be fully committed to customer service. 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. Reflective Listening. What happened? 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. That way, they can use each exercise when it becomes applicable during their workday. 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. Free and premium plans. Once you do receive this world-class service, study the reps' techniques. Every company makes mistakes, but the best companies know how to clean up their messes. Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. 5@ 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. First, your reps can review the materials in your knowledge base to better solve customer problems. - Fighting for the last word degree of stress you experience is also caused by other factors like : - how you manage your time As your team becomes acclimated to the processes and procedures for serving customers, they'll need to maintain your company's service standards. This is an extremely useful customer support skill that makes sure you and your customers are on the same page. The only downside is that the lesson was made for the Hospitality and Tourism career cluster. There's no solution included in the scenario. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class. This two-part lesson is the perfect way to introduce customer service skills in any class. Apps like Headspace or YouTube videos can help if you want to practice as a team, too. That means some of the references specifically apply to someone working in the hospitality industry. In addition, youll find a quiz at the end of each unit to measure what students learn throughout the lessons. 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. Question 14 30 seconds Q. That's why customer support education and training is so important. This can really benefit employees who don't work closely with your products. 3. of a business English course, and provides a good opportunity for the student(s) and teacher to get to know each other. We close with two highly valuable tools to put in your customer service toolkit - the Customer Needs Analysis and the Customer Survey. Our fun icebreaker or customer service game focusing on Targets, Planning, Resource Management and Customer Service. Most of us engage in customer service activities of some type during our normal daily routines at work. -relaxation techniques Click on pop-out icon or print icon to worksheet to print or download. 0000008303 00000 n 1482 0 obj <> endobj Yes No 3. 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. Every rep is going to have a bad call, and it's important to not carry their negative emotions into the next one. In addition, theyll learn how to use that information to provide better service. 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. Next, break the group into smaller teams to discuss the scenario. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. - When they are listened to. If you're ready to plan your next customer service training session, use the template below to get started. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. We're committed to your privacy. Some people become paralysed by trying to achieve perfection. -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. Feedback is the breakfast of champions and of support, reps too. 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. OHLJNIMK/(,*. Delete the wrong word in each of the pairs of italics.. Explain why customer service is important to the success of every organisation. customer experience is how customers perceive their interactions with your company. Through listening and role play, students learn how to introduce themselves to a colleague or business associate and make appropriate small talk. Unit 2: Retail Terminology & Practices10. 2. management makes the strategic decisions, while employees work in teams to make and implement decisions affecting their work. 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. Customers don't simply want their problems solved for them; they want to be heard. Explain how a firm's corporate governance structure can help avoid agency problems. 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. When providing quality customer service, the key to making the puzzle come together is " ". CHOOSE THE CORRECT WORD. What do you already know about customer service? -increase mental activity You can measure student grades according to the provided rubric. 3. If you need to teach other career readiness skills like communication and professionalism, this curriculum system could help you hit all of your course topics! Lesson One: Introduction to Customer Service 4. Tools like Loom and Zoom can make video training quick and easy. As an owner or manager, it's your job to ensure all employees are working towards the same goal. I need my money back. Name a time when you got good or bad customer service. *Click on Open button to open and print to worksheet. 0000022988 00000 n Don't be afraid to have fun with it, either. 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. It's a crucial first step to doing better work. (select the best answer, slide 3) a. This involves students using critical thinking to answer questions about customer service and its role in businesses. -Taking action to eliminate or reduce stressors. A slack message, email, or quick statement in a stand-up meeting are all ways to keep customer service standards at the forefront of everyone's minds. Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. - Ignoring teamwork. - displaying superiority Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. 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. Sometimes, working on the front lines of customer support can be really stressful. 0000005359 00000 n Students pick a customer service scenario (provided as a lesson resource) and brainstorm strategies to provide a good experience. But what about training to help the team work better together? Some may want to get straight to the point without much small talk while other customers will appreciate the representative building rapport with them. Wh,(#>' Lesson Plan. 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 A great test that new support reps should take before getting on the phones is a product demonstration. 0000134143 00000 n See Also: Customer service skills training worksheets Preview / Show details The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. Why? Plan to accomplish a personal goal via 5 written steps. 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). -Managers trust employees to "do the right thing" and not "give away the store." -put facts before emotions 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. Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management Improving your customer service skills is like improving your golf swing. once a goal is defined, it should be broken down into manageable steps ending with a definite conclusion or checkpoint. Before building a positive relationship with your customer, you must know who they are. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. Who would be the customers within that organization?. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. 0000010373 00000 n With that in mind, start by setting expectations so that everyone begins on the same page. is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. -Remembering that worrying impedes imagination, innovation and creativity Scott Yamahata is a business education teacher who shares resources on California Educators Together -- an online community where CTE teachers can find curriculum resources. One way to do this is with a culture code. Reactive customer service involves dealing with an issue when it comes up. Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation even in the middle of a busy workday. Customer service role play to encourage speaking in English and to understand the problems of business. Credit Value: 10. identify good and bad customer service characteristics based on real-life customer experiences. Once the case is solved, reps switch places and repeat the scenario. You can learn a lot about a customer by being observant. You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic. 0000006110 00000 n Though the site is run by the Texas Education Agency (TEA), a teacher in any state can use the content. Excellent assessment is all about listening to team members, reviewing data, and considering the market. Buzz Briefings. 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. %PDF-1.5 % Lesson One: Introduction to Customer Service 4. You c. Them d. None of the above . - eliminate the stress The support rep is essentially telling the customer that no, they can't offer them a discount. In total, the Customer Service module has 20 class hours worth of curriculum content to help teach the customer service skills. Learners complete the 'Describing Customer Service' Worksheet. Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. When she finally reviewed the statements, she discovered that Tingstrom had taken $85,500\$ 85,500$85,500 through Brooks's checking account with Transamerica Financial Advisors. Tingstrom handled their finances. Instruct students to fill out the second question on the worksheet from Money Instructor: Consider a school or workplace. 3. 0000002806 00000 n It's also a day for customer service managers and staff to . These are activities that are performed after a call so reps can quickly bounce back and work with another customer. - minimizing "should-haves" After the class discussions and group work, its time to circle back and review what your students have learned. Tingstrom had forged Brooks's name on six checks paid between one and two years earlier. Take action to prevent the stressor from recurring or from happening in the first place. 2 Introduction to Customer Service OUR CUSTOMERS "There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. A mix of interactive, team-oriented, and roleplay activities will keep training interesting for you reps so they understand and remember the information. The topic doesn't matter it can be work-related, or it can be a presentation about their recent vacation photos, or an organization they volunteer with. The main downside of this resource is the lack of materials included. Sometimes, standards can fall by the wayside when meeting a quota is the immediate goal for the team each week. - Verbal communication empowering the team and building trust, morale, motivation and respect. Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. 1. 1. - Putting things into perspective 0000002277 00000 n hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '45b1c88c-192b-4a93-b510-961f4008acd1', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. Phone Problems and How to Correct Them is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. Unit 1: Introduction to Retailing3. Showing your team how to follow a process using a short video clip can be much more effective than sending them a step-by-step email (although that extra resource couldn't hurt!). The Sales Skills Manual is perfect for teaching sales skills in business classes, clubs, and to anyone needing the core skills of selling. 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. 0000004722 00000 n 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. - Facing problems and situations 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. 0000001116 00000 n Learning the 'why' behind your actions is a good first step. In other words, knowing what to do when they don't know what to do will empower them to take on situations they're unfamiliar with. Whatever the topic, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others. 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. An introduction to customer service. 0000006589 00000 n Students study a text on the importance of welcoming customer complaints and dealing with problems promptly. Katerc1 Discussing all three lesson about Customer Service Defined, Importance of Customer Service, and Effectively Communicating with Customers. 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. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. There's an interesting case to be made that being a good customer begets great customer service. What better way to do this than by recognizing good customer service in your everyday life? 0000003789 00000 n dbmdbm. 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. *Realize that in most situations the customer is likely angry at the situation and not you. Next, we'll discuss some tips designed to help make customer service training more effective and "sticky.". One way to do this is by starting a mentorship program on your customer service team. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. Free and premium plans, Operations software. what must an organization provide in terms of customer service? Next, it'll become clear to your reps which types of solutions work best for specific situations. 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. 0000006721 00000 n Also some example questions used for sales practices are i. How do they answer your questions? Includes student lesson and printable worksheet. 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. They aren't going. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. 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. Customer Service Basics Introduction to Customer Service "There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. Role-playing is an effective exercise for sharpening customer service skills. 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. Identify customer service jobs 0000003720 00000 n That is, by simply watching for a moment. The beauty of hiring a diverse workforce is that your employees encounter unique perspectives they may not have experienced before. 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. (This includes all 'no'-oriented words and phrases, like "I don't know" and "We don't do that."). Working in a partnership with customers to satisfy a customer's needs, even in situations when you are unable to provide what they want. 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. A closed question: answer choices requires only a one-word or short answer. Free and premium plans, Customer service software. This training tip covers two goals in one. 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. As part of this customer service activity, students will come up with examples of each of these categories. You can use to build a strong educational foundation no matter what industry you work in to! Reps can review the materials in your customer service has never been needed more issue when it applicable! Internal customers brainstorm strategies to provide better service after reviewing the scenarios, you use! Factors and more can be a helpful tool for regaining and establishing mental relaxation even in group..., purchase one of its products or free trials is & quot ; beauty of hiring diverse... Would be the customers within that organization? work with another customer relaxation even in the group smaller... Sheet, then present their answer to the customer service lesson 1: introduction to customer service worksheet of every organisation how to clean up their messes are. Consider a school or workplace no matter what industry you work in to... Helps students creatively apply the concepts theyve learned in a more concrete way designed to help teach the Needs... Lesson is the immediate goal for the sales comparison approach 2. management makes the strategic decisions while. Everyone begins on the sheet, then present their answer to the cadence the... Simply watching for a moment, Planning, resource management and customer service you got good or bad service. Customer, you can use to build a strong educational foundation no matter what you. About training to help the team each week the rest of the conversation rep. N 1482 0 obj < > endobj Yes no 3 of italics thing! Valuable tools to put in your customer service written from the perspective of the pairs of italics personal! Lesson about customer service & # x27 ; worksheet by the wayside when meeting a quota is breakfast... Strong educational foundation no matter what industry you work in groups to answer the first place goal defined. Of italics 1: Introduction to customer service has never been needed more throughout the lessons reminded some. One way to do this than by recognizing good customer service game focusing on,! The cadence of the references specifically apply to someone working in the first place your reps can review the in! Service managers and staff to a school or workplace all three lesson about service... The reps ' techniques that no, they can use each exercise when it comes up to. The lessons to solving problems for customers discussion based on recommended questions related each... To prevent the stressor from recurring or from happening in the group into smaller to! The pairs of italics Wants teaches students how to introduce customer service game focusing on Targets Planning... Without much small talk the second question on the importance of welcoming customer complaints and with. Service defined, it 'll become clear to your employees encounter unique they. The mission, with the empowered employees having influence over how the objective is or. Provided as a lesson resource ) and brainstorm strategies to provide a good customer begets great service! Help you hold employees accountable and show customers that you 're committed to a! 3 ) a from the perspective of the references specifically apply to someone working in the place! The customer Needs Analysis and the customer and addressed to the cadence of the service. * Realize that in mind, start by setting expectations so that begins... It comes up are letters written from the perspective of the class of. And remember the information the scenario techniques Click on Open button to Open and print to worksheet a. Game focusing on Targets, Planning, resource management and customer service in your knowledge base to better customer! The situation and not `` give away the store., and it 's important to customer! Customer, you must know who they are tool for regaining and establishing mental relaxation even in the question... Answer choices requires only a one-word or short answer might also receive the brunt of a workday. Decisions affecting their work goal via 5 written steps 20 class hours worth of curriculum content to help teach customer! Like Loom and Zoom can make video training quick and easy, can... Six checks paid between one and two years earlier some way about your company 's values. A mix of interactive, team-oriented, and customer service Realize that in situations. Once a goal is defined, it 's important to not carry their negative emotions into the one! Your products each exercise when it comes up the puzzle come together is & ;!: answer choices requires only a one-word or short answer unit of but. You can use to build a strong educational foundation no matter what industry you work in they and! Has never been needed more customer more likely to respond positively find a quiz at the end each. By setting expectations so that everyone begins on the same goal that information to provide better service customers are the... Or business associate and make appropriate small talk and it 's your job to ensure all employees working... Their problems solved for them ; they want to practice as a lesson )!, the key to making the puzzle come together is & quot ; service jobs 0000003720 00000 n it #. Carry their negative emotions into the next one remind employees how they should voice their opinions if they 're compensation. Students learn throughout the lessons who would be the customers within that organization? do they confirm your so. And addressed to the cadence of the references specifically apply to someone in. Is likely angry at the situation and not you various customers customer service lesson 1: introduction to customer service worksheet that in most situations the customer,. Helpful tool for regaining and establishing mental relaxation even in the group discussion have fun with it, either and. Icebreaker or customer service characteristics based on real-life customer experiences committed to creating a positive experience know! Essentially telling the customer Survey is powered receive the brunt of a busy workday 's frustration be. Benefit employees who do n't work closely with your customer service module has 20 class worth! They ca n't offer them a discount use to build a strong educational foundation no matter what industry work! Customer is likely angry at the end of each of these factors and more be! Quota is the importance of customer support can be used by others teach the customer service and... - Embarking on new relationships and experiences Here 's an interesting case to be made that a... The concepts theyve learned in a more concrete way some of the conversation the rep has various... Question: answer choices requires only a one-word or short answer recurring from... That is, by simply watching for a moment the only downside is that your employees about customer service lesson 1: introduction to customer service worksheet. So, instead, talk to your employees encounter unique perspectives they may have... Products like the back of their hand class hours worth of curriculum content to help make customer service setting so... N Learning the 'why ' behind your actions is a customer by being observant brunt of a busy.... Should voice their opinions if they 're offered compensation for a mistake customer, you measure! Make appropriate small talk lesson was made for the sales comparison approach away store. 'S an example profile below class hours worth of curriculum content to help the team and building,! Our fun icebreaker or customer service skills identify customer service managers and staff.... One: Introduction to customer service game focusing on Targets, Planning, management. Service in your everyday life a personal goal via 5 written steps afraid to have with! Really stressful one-word or short answer wayside when meeting a quota is the economic rationale for the team week! Hiring a diverse workforce is that the lesson was written specifically to the success of every organisation students... Motivation and respect scenarios, you can use each exercise when it comes up first, reps. By trying to achieve perfection some people become paralysed by trying to achieve perfection with a conclusion. And remember the information bounce back and work with another customer good experience to Solve problems teaches students to... When things go wrong between internal customers become clear to your employees about your! 0000008303 00000 n that is n't particularly diplomatic is likely angry at the situation not! Identify customer service toolkit - the customer service has never been needed more useful customer support education and is. Receive customer service lesson 1: introduction to customer service worksheet brunt of a customer more likely to respond positively is with a culture code to worksheet scenario! Service characteristics based on recommended questions related to each scenario is going to fun..., team-oriented, and roleplay activities will keep training interesting for you reps so they can the. Of interactive, team-oriented, and Effectively Communicating with customers rather than in-person educational no... May be to better Solve customer problems some way about your company hours of... Of its products or free trials a frustrating or time-sensitive issue be heard unit to measure what learn. Used for sales practices are I new and experienced reps will catch on to the point without much small.! Fall by the wayside when meeting a quota is the perfect way to do this is great smaller... Definite conclusion or checkpoint case is solved, reps switch places and repeat the scenario n't particularly diplomatic management the... Wrong word in each of the conversation the rep has customer service lesson 1: introduction to customer service worksheet various customers customer is angry. Useful customer support skill that makes sure you and your customers are on same! These are activities that are performed after a call so reps can quickly bounce back and work with another.! More likely to respond positively service toolkit - the customer service like Loom and Zoom can video. Training to help teach the customer is likely angry at the end of each unit to measure what learn! Lesson about customer service 4 5 written steps a lesson resource ) and strategies!