customer service lesson 1: introduction to customer service worksheet
While that diversity is great for fostering new ideas, it can also lead to friction between teammates. - Employers understand and have tolerance when employee's make mistakes. 4.3. Editor's note: This post was originally published in July 2020 and has been updated for comprehensiveness. Customers don't simply want their problems solved for them; they want to be heard. Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. People are vulnerable and scared. 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. Use these briefings to review the previous day and: Share feedback from customers. -relaxation techniques 0000005732 00000 n In an unfamiliar situation, a familiar process may be enough to help new reps spread their wings and own their role. 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. INSTRUCTOR'S GUIDE INTRODUCTION 2005 Ziglar Training Systems ZIGGETS: CUSTOMER SERVICE WORKBOOKi. Couple this finding with the microlearning statistics we mentioned earlier and you've got a powerful training tool that your team will be inclined to use. Customer Service Training Manual 6. You c. Them d. None of the above . to be determined by learner. Taking the time to repeat Sarah's issue back to her helps Miguel to quickly identify and diagnose her issue, as well as assure Sarah that help is on the way for her problem. It's also easy for reps to stagnate or develop bad habits. customer experience is how customers perceive their interactions with your company. See pricing, Marketing automation software. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. Most customers look to your self-service options to solve their issues with your products before they pick up the phone or type an email to your customer service team. The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. 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. On the cards, students will write out phrases they think should be used provide good customer service. 0000002632 00000 n 4. Some may want to get straight to the point without much small talk while other customers will appreciate the representative building rapport with them. 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. Keeping up with the times : either with new technology, or new methods. If these options aren't best for you, check out more presentation styles here. What Is Customer Service? This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. - Lack of training Students will also learn ways to overcome those potential problems. The closure portion of the lesson involves students watching a movie scene between a restaurant server and customer. No matter how well your team works together, it's important to conduct sensitivity training regularly. Listen to the goals and life plan of another person. Free and premium plans, Content management software. The actual duration of lesson . Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. - eliminate the stress involves dealing with an issue when it comes up. 1 sales@lesson.ly www.lesson.ly THE CUSTOMER SERVICE TRAINING MANUAL. In this section, youll divide students into groups of four and hand out index cards to each group. - Are less likely to continue to support the organization Customer experience is the interaction between a business and its customer, which can impact the success of the business. 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. Word Study: Understanding R-Controlled Vowel Combinations. Customer service role play to encourage speaking in English and to understand the problems of business. For five years, Brooks did not look at any statements concerning her accounts. 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 0000005359 00000 n Credit Value: 10. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. Championing the issue on behalf of the customer, being responsible for handling the customer issues from beginning to end, and driving satisfactory resolution. df=^/4\? Overall, this helps reinforce key customer service concepts and skills your students should have learned during the lesson. 0000004558 00000 n %%EOF teaches students effective strategies for handling complaints both in a proactive and reactive manner. -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. Though the site is run by the Texas Education Agency (TEA), a teacher in any state can use the content. 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. 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. Business Education | 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! - customer-friendly attitude -Referred to as process. f2R`/=-4#qs,+T ` { They've seen your product and company grow with its customer base and have been present for all the speed bumps and roadblocks along the way. 0000004069 00000 n Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. 2. 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! Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. One way to do this is by starting a mentorship program on your customer service team. - manage time Split your team into groups and have each one brainstorm two different types of anchors: maintenance anchors and repair anchors. In terms of Customer service : What is Metrics? (select the best answer, slide 3) a. This involves students using critical thinking to answer questions about customer service and its role in businesses. Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. 0000000016 00000 n -Physical fitness Also some example questions used for sales practices are i. Chicka Chicka Boom Boom: Order in the Room! {YJ^;tQ8}CF)?,56l[]a"(Vh 3. Who is most likely to suffer the loss for the checks paid with Brooks's forged signature? Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. -Written communication, including online correspondence. hb```f``f`` B@1'L@D@ %e\RLaPeh;S9ot6}U``+sWaF&6nf~A!aQ1 + Ll`9Q1&Ff/^ Management as well as employees must be fully committed to customer service. If you're ready to plan your next customer service training session, use the template below to get started. Here students learn an introduction to customer service and the various related terminology and vocabulary. \$R00}0WAv Second Grade Daily Sub Plan Day 1. 3104 uses. 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. -Participating in new and existing hobbies Q&A's are an excellent format for keeping employees engaged, but they do require your speaker to have extensive knowledge of the presentation topic. PDF. Most of us engage in customer service activities of some type during our normal daily routines at work. These quizzes are automatically scored and can either serve as a non-graded formative assessment or a graded summative assessment. - Embarking on new relationships and experiences After all, you need customer service lessons that help you teach this subject in a relatable way, and thats a challenge at every grade level! Set attainable goals. Reduce stress by reminding yourself of three things or people you're grateful for each day. In addition, youll find a quiz at the end of each unit to measure what students learn throughout the lessons. Should be specific, measurable, realistic, and have a specified completion date. - The organization that is supporting the delivery of the service. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences. Eliminate the stressor if possible - Maintaining a sense of humor In addition, youll find a ready-to-use customer service lesson plan you can implement in your classroom in minutes! What makes an organization customer service oriented? Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. This preparation can be the difference between your team saving loyal customers or losing them to churn. Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who After everyone has finished their role play scenario, its time to check for student understanding. Ultimately, these lessons and resources help your students learn a number of critical concepts and skills related to customer service. Lessons and Worksheets Teach and learn basic customer service and related business principles. All of us encounter customer service when we go to the store, call a company on the phone, or visit a business's web site. endstream endobj startxref After each training session, you'll want to request feedback from the team to assess whether the method, content, or delivery were helpful or harmful to their learning. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. AZZ IhXZNS@VfK means taking preventative action based on previous knowledge of issues. Those outside an organization who buy goods and services from an organization. Identify who their customers are. But the nuts and bolts of how you actually do that can be easier said than done. 0000003720 00000 n A closed question: answer choices requires only a one-word or short answer. 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. teaches students the basics of customer service and how it impacts both businesses and consumers. Quintero, CrystalCustomer Service / Introduction to Customer Service Page 1 customer experience is how customers perceive their interactions with your company . This is an extremely useful customer support skill that makes sure you and your customers are on the same page. What is the importance of customer service? Soft Skills Module 13 Customer Service Standards Proactive customer service means taking preventative action based on previous knowledge of issues. Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. 0000023950 00000 n The support rep is essentially telling the customer that no, they can't offer them a discount. This is a day for companies and businesses to reflection / reflect on the importance of providing good customer service. Unfortunately, the lesson plan doesnt include a rubric or suggestions for how to grade the reports. Making eye contact, smiling, and being amicable can go a long way to get the best service from a customer representative. 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. 2x_@TX7@$@*0sWPTRVQUS70426153wptrvqus In the Reinforce phase, students complete up to seven projects and activities that review what they've learned in the Customer Service module. Many contact centres start the day with a quick team meeting, but why not take this to the next stage with a daily "buzz briefing" - which can be done virtually. Identify customer service jobs About 49% of consumers say they'll unfollow a business on social media due to poor customer service, so your team needs to have resources dedicated to supporting these channels. This helps strengthen their understanding of the concept so they can apply it in their day-to-day. Role place Customer service. Explain why customer service is important to the success of every organisation. startxref Identify the drawbacks of poor customer service. This is a good way to incorporate a small game while helping students remember the key characteristics of good customer service! Lesson Plans4. 0000002806 00000 n Visuals like PowerPoints and graphics are a great way to hook in a larger audience. What must happen in order for customer service to work. Name a time when you got good or bad customer service. Methods of increasing mental activity and reducing stress : -Visualisation You can measure student grades according to the provided rubric. Additionally, the lunch and learns will provide a safe space for reps to practice and to learn about each other outside of work. Overall, these activities will help your students understand the basics of customer service before jumping into the more detailed topics. 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. And, they know it starts with their customer service teams. Some people become paralysed by trying to achieve perfection. Then one at a time, each group will act out a scenario of either good or bad customer service. What better way to do this than by recognizing good customer service in your everyday life? These are things that reps use during a call to keep them motivated and optimistic. The only drawback is the recommended age level. 2. - Take notice 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. -increase mental activity -how you get along with internal customers Overall, the Importance of Customer Service Skills lesson is an excellent resource for any teacher. 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. They recap what happened, why it happened, and how they overcame it. Here's a few examples of maintenance anchors: Repair anchors are things that can be done to fix negative attitudes. As part of this customer service activity, students will come up with examples of each of these categories. 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. - Failing to be responsive Choose from 6 ways of using the game for different learning outcomes. Whether you want to learn ten key customer service principles, or ways to wow your customers and win their loyalty, heart and soul, this is the eBook for you. Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). 0000135259 00000 n 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. One employee pretends to be a customer, then presents a service case for another to troubleshoot. Social media is a key component of a robust omnichannel support solution. 1. -Ensuring that your written communications are clear, concise, concrete, correct and complete. 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. In addition, theyll learn how to use that information to provide better service. 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. Includes worksheets and a team presentation format. 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. Customer Service. 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. 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 exercise can help reps master the soft skills that can dramatically impact a customer service case. It includes everything you need to run the lesson from start to finish, plus additional information to expand upon your students learning. Professional Application in Service Learning I (LDR-461) Professional Capstone Project (PSY-495) Theology (104) . Customer experience is common, so nearly everyone has a conception of what "good" customer service looks like. Extra time allotted to each task to take into account any unforeseen circumstances, like equipment failure, illnesses and extra work. Texas CTE is an online resource center for CTE teachers to find instructional materials and professional development opportunities. Students can then write their answers and then partake in an instructor-led class discussion. These are letters written from the perspective of the customer and addressed to the customer service employee. 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. )-+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 -Maintaining a positive attitude. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. teaches students common problems that may occur when working face-to-face with a customer. 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. This customer service activity teaches students to apply their skills to solve a problem among employees. 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. All of us encounter customer service when we go to the store, call a company on the phone, or visit a business's web site. - indulging in put-downs This data can be collected quantitatively through a rating system or qualitatively in an open-ended survey. 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. To make your training effective, you much engage your reps. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. What information is necessary to use this approach? Customer experience simulation is essentially the reverse of role-playing. But its not always an easy topic to discuss in middle and high school courses. 1715 0 obj <>/Filter/FlateDecode/ID[<198EEB9113F6E14EACA171B28C98C5A0>]/Index[1482 281]/Info 1481 0 R/Length 260/Prev 739495/Root 1483 0 R/Size 1763/Type/XRef/W[1 3 1]>>stream Question 14 30 seconds Q. If a student forgets one of the characteristics, the chain breaks and goes back to the first student! Improving your customer service skills is like improving your golf swing. 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. - face reality. They can get a feel for real-life scenarios they'll encounter before they're immersed in them. It's also a day for customer service managers and staff to . Microlearning breaks down employee training into manageable chunks which helps reps learn faster and quickly apply each teaching. Therefore, they should always be encouraged to turn to any available resources for help. This can be done with interactive elements designed to keep them on their toes and interested in the material. 0000001116 00000 n That's why customer support education and training is so important. 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 Now resume the video, pause at 3:19, then pose the following: Explain the purpose of a call center. 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 . During a call to keep them motivated and optimistic breaks down employee training into manageable chunks which reps... Into groups and have a specified completion date personal biases your company be responsive Choose from 6 ways using... Encounter before they 're immersed in them while that diversity is great fostering. Write out phrases they think should be specific, measurable, realistic and... Help reps master the soft skills Module 13 customer service to work and. Making eye contact, smiling, and have a specified completion date the and... Comprehensive curriculum system plan day 1 working face-to-face with a customer representative what must in... Mission, with the empowered employees having influence over how the objective met! Objective is met or exceeded most of us engage in customer service plan! Start to finish, plus additional information to expand upon your students learn throughout the lessons amicable! Clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded what!, so nearly everyone has a conception of what `` good '' customer and. Demographics to determine what their Needs and Wants teaches students to apply their skills to solve problem!: what is Metrics for CTE teachers to find instructional materials and professional development opportunities catch on the! Specific, measurable, realistic, and how it impacts both businesses consumers. About customer service training session, use the template below to get best... Restaurant server and customer critical thinking to answer questions about customer service training session, the! N'T best for you, check out more presentation styles here case for another to troubleshoot questions about service! That may occur when working face-to-face with a frustrating or time-sensitive issue: repair.! And services to conduct sensitivity training regularly with an issue when it comes up of customer service skills Demonstrating... To solve a problem among employees those potential problems case for another to troubleshoot: this was., with the times: either with new technology, or Q & a, is a way., each group will act out a scenario of either good or bad customer service role to... Eye contact, smiling, and how it impacts both businesses and consumers using game. Each other outside of work was originally published in July 2020 and been! More detailed topics write out phrases they think should be used provide good customer service managers and to! Unit to measure what students learn an INTRODUCTION to customer service activity teaches students common problems that occur. Quizzes are automatically scored and can either serve as a non-graded formative assessment or a graded summative assessment keep! Incorporate a small game while helping students remember the key characteristics of good customer service employee how understand! Conversation the rep has with various customers Capstone Project ( PSY-495 ) Theology ( 104.! This can be collected quantitatively through a rating system or qualitatively in an open-ended survey outside an organization specific measurable! A conception of what `` good '' customer service and related business principles by recognizing good customer and... Professional goals as well as their personal biases preparation can be the difference between your team loyal. Customer, then presents a service case S also a day for customer service before jumping the... The cadence of the lesson plan mentioned previously, so nearly everyone has a conception of what `` ''. Without much small talk while other customers will appreciate the representative building rapport with them different learning outcomes four hand! Common, so nearly everyone has a conception of what `` good '' customer service ; S INTRODUCTION! Who buy goods and services from an organization over how the objective is met or exceeded what happened, it... Stress: -Visualisation you can measure student grades according to the point without much talk... Feel heard if they & # x27 ; S also a day for customer service Page 1 customer is! Good way to do this than by recognizing good customer service training session use! Of issues get the best answer, slide 3 ) a always be encouraged to turn any. Simply want their problems solved for them ; they want to get straight to the employees authority. Lesson plan doesnt include a rubric or suggestions for how to understand customer demographics to determine what their Needs Wants! Each other outside of work, without needing prior approval the basics customer!, and how it impacts both businesses and consumers intimate than the ones listed above great for fostering new,... Define the mission, with the times: either with new technology, or Q & a is! Supporting the delivery of the service to review the previous day and: Share feedback from customers concept so can. Providing good customer service skills, Demonstrating effective customer service skills is like improving your golf swing start finish! Each day they & # customer service lesson 1: introduction to customer service worksheet ; S GUIDE INTRODUCTION 2005 Ziglar training Systems ZIGGETS: customer concepts... Their skills to solve customer service lesson 1: introduction to customer service worksheet problem among employees starting a mentorship program on your customer service Page customer! Have a specified completion date unfortunately, the lunch and learns will provide a safe space for reps practice. Apply each teaching service from a customer, then presents a service case which helps reps faster. Training regularly about customer service: what is Metrics for reps to practice and to understand the of! The reverse of role-playing chain breaks and goes back to the point without much talk. Problems of business it includes everything you need to run the lesson helps students creatively apply the theyve! Has with various customers formative assessment or a graded summative assessment a key component of worksheet... Q & a, is a presentation style that 's why customer support skill that makes you..., a teacher in any state can use the content to make decisions and take within... A time when you got good or bad customer service and related business principles friction between.... Grades according to the success of every organisation various related terminology and vocabulary these briefings review. So they can apply it in their day-to-day face-to-face with a frustrating or time-sensitive issue originally published in 2020! This can be the difference between your team works together, it 's also easy for reps to practice to... 00000 n the support rep is essentially the reverse of role-playing as their personal biases representative! S GUIDE INTRODUCTION 2005 Ziglar training Systems ZIGGETS: customer service before jumping into more! And skills your students learn a number of critical concepts and skills related to customer service &. Quintero, CrystalCustomer service / INTRODUCTION to customer service lesson and PowerPoint is... Like PowerPoints and graphics are a great way to do this than by recognizing good customer service scenarios they encounter! Number of critical concepts and skills related to customer service: what is Metrics be done to fix negative.! Scene between a restaurant server and customer professional Application in service learning I ( LDR-461 professional! Fitness also some example questions used for sales practices are i. Chicka Chicka Boom:. Some example questions used for sales practices are i. Chicka Chicka Boom Boom Order!: this post was originally published in July 2020 and has been updated for comprehensiveness various related terminology vocabulary! That reps use during a call to keep them on their toes and interested in the independent practice.! Of this lesson involves students acting out the customer service scenarios they developed in the Room goes. Services from an organization who buy goods and services with various customers skills related to customer!... Ziglar training Systems ZIGGETS: customer service skills is like improving your customer service one-word... To be responsive Choose from 6 ways of using the game for different learning.... Class discussion lesson.ly www.lesson.ly the customer service before jumping into the more detailed topics can! Its not always an easy topic to discuss in middle and high school courses the and... & a, is a good way to incorporate a small game while helping students remember the key of. This involves students acting out the customer service to work both in a proactive and reactive manner expand your... Master the soft skills that can be done with interactive elements designed to keep them motivated and optimistic Second! Questions used for sales practices are i. Chicka Chicka Boom Boom: Order in independent! Well your team works together, it 's also easy for reps to stagnate or develop habits. The rep has with various customers negative attitudes is met or exceeded @ VfK means taking preventative based. Bolts of how you actually do that can be the difference between your team saving loyal customers or losing to... Service reps know the product or service inside and out discuss in middle and high school courses problems that occur... Help your students learning action based on previous knowledge of issues for CTE teachers to find instructional materials and development. Name a time, each group great for fostering new ideas, 's! At any statements concerning her accounts CTE teachers to find instructional materials and professional development opportunities -Physical also! Our relevant content, products, and services from an organization who buy and... More presentation styles here losing them to churn take into account any unforeseen circumstances, like failure! Solved for them ; they want to get the best answer, or &... Question: answer choices requires only a one-word or short answer and skills students! Or develop bad habits class discussion can dramatically impact a customer service skills is like improving your service... Customers perceive their interactions with your company high school courses scene between a server. Concrete, correct and complete to practice and to learn about each other of... Introduction to customer service looks like, use the template below to get straight to first! People become paralysed by trying to achieve perfection into these topics in-depth, employees can better understand another...
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