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. AZZ IhXZNS@VfK Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. One framework you can use is the DiSC profile, which evaluates people's behavioral and personality differences. 6. maintain a professional image. 0000001863 00000 n And, that's important too, because it can often be hard to measure the value that customer service reps bring to a business. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. 0000002897 00000 n You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic. 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. However, those conceptions may not be concrete enough or align with the vision you have for your organization. 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. The fastest growing customer segments are often not willing to 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. 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. Specifically, it is what people do within an organization that makes it customer service oriented. Customer Service. 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. Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. Corporate culture training doesn't have to be extensive, but it should be consistent. Customer Service Skills Worksheets K12 Workbook *Click on Open button to open and print to worksheet. View 02 - Intro to Customer Service Lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles High School. The product of an interaction between an organization and a customer. This is a great way for you to formatively assess student understanding of service from a customers point of view. - Lifetime customer value (select the best answer, slide 3) a. PDF. 0000003789 00000 n This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. trailer In the Learn & Practice phase, students complete 11 interactive, scenario-based lessons between these 4 units: Each lesson comes with an accompanying lesson plan, teacher presentation, lesson transcript, and student worksheet. 3 elements of a customer service oriented organizational environment. - Empowering employees to make decisions Any great customer service rep knows their products like the back of their hand. After all, if you're sending your customers to the knowledge base, it should be up to date and helpful, right? This helps strengthen their understanding of the concept so they can apply it in their day-to-day. Lesson Plan. If he walks directly to a certain item without looking at other things along the way, this customer probably knows exactly what he wants and would appreciate quick, efficient service. 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. Separate the stressor from the stress Reps should be tasked with giving a 10-15 minute product presentation and demonstration walking a prospective "customer" through everything they need to know to successfully start using it themselves. How do they answer your questions? Discuss contingency plans for potential shutdowns and what employees can share with customers if they ask about sensitive information. The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. 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. The closure portion of the lesson involves students watching a movie scene between a restaurant server and customer. - Maintaining a sense of humor 3104 uses. Here you can find worksheets, lesson-plans, flash-cards, exercises and activities for teaching customer service, page 2 . By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. -Written communication, including online correspondence. If your product is software, obviously, it can be tricky to take apart. 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. CHOOSE THE CORRECT WORD. Feedback is the breakfast of champions and of support, reps too. Call reviews are a common practice among successful customer support teams. Maintenance anchors are actions that can be taken to maintain a positive attitude. Your customer service training should cover three aspects of the service function: attitude, skills, and knowledge. Most of us engage in customer service activities of some type during our normal daily routines at work. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. 0000005146 00000 n All Rights Reserved. If youre only looking for a customer service lesson, Business&ITCenter21 wont be the best fit. The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. As your team becomes acclimated to the processes and procedures for serving customers, they'll need to maintain your company's service standards. You'll begin by creating a handful of scenarios with each one involving a different customer issue. Instruction should be used when presenting a new or complex topic to your audience. The curriculum includes a Customer Service module that teaches students the importance of customer service and an employees role in delivering good customer service. Some lessons are listed as appropriate for middle school, while others are geared towards high schoolers and adult learners. Career Readiness | Visuals like PowerPoints and graphics are a great way to hook in a larger audience. six main elements to provide good customer service. 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. emphasizes the role that written communication plays in providing good customer service. In addition, theyll learn how to use that information to provide better service. For the third activity, students discover behavioral patterns and their own primary behavioral pattern. What is customer service? Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing a job before actually doing it. Students can then write their answers and then partake in an instructor-led class discussion. This will help you hold employees accountable and show customers that you're committed to creating a positive experience. 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. That is, by simply watching for a moment. One of Scotts resources is a lesson called Demonstrating Effective Customer Service Skills. helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. Terms in this set (32) What is customer experience? 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. -Physical fitness If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits. Learning Outcome(s): TW1 . Continuing to learn. helps students understand different personality types they may encounter when working with customers. - Failing to be responsive Download the lesson plan 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. After the class discussions and group work, its time to circle back and review what your students have learned. Now resume the video, pause at 3:19, then pose the following: Explain the purpose of a call center. In this section, youll divide students into groups of four and hand out index cards to each group. But when customers are upset or frustrated, answering their requests with a flat-out 'no' might serve to aggravate them and won't move the conversation forward. 2. 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! 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. AzQ Lessons and Worksheets Teach and learn basic customer service and related business principles. Along with the lessons on money skills, they have a section on the website dedicated to career, work, and business lessons -- including lessons on customer service! . 3. tf%h1BMy},sa\].KBq~`|-Ht:]*.inmo[Pv. The main downside of this resource is the lack of materials included. Next, its time for students to consider their own experiences in relation to good and bad customer service. 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. Delivering Exceptional Customer Service has an impact on: - The customer experiencing the service There's an interesting case to be made that being a good customer begets great customer service. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. 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. Lesson Plans4. Set attainable goals. 1. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. This can be done with interactive elements designed to keep them on their toes and interested in the material. it encompasses setting goals and objectives for both life and for projects. -Ensuring that your written communications are clear, concise, concrete, correct and complete. What are the two ways organizations look to improve? 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. Showing the problem and the solution in the same video can make the context of the training more clear, especially if you add a voiceover to the video. -how organized you are You need to keep practicing it, over and over again, until it's perfect or in my case, until I can find the ball after I hit it. In this approach, the speaker briefly discusses a topic then opens the floor for the audience to ask questions. 0000002851 00000 n Objective: Students will understand what customer service is and how it impacts business and consumers. of a business English course, and provides a good opportunity for the student(s) and teacher to get to know each other. 151 0 obj <>stream Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. Service we experience that exceeds our expectations (Exceptionally good) or falls below them. 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. - Lack of training Plan to accomplish a personal goal via 5 written steps. Who would be the customers within that organization?. In an unfamiliar situation, a familiar process may be enough to help new reps spread their wings and own their role. - Repetitive tasks Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. Includes student lesson and printable worksheet. The theme of this lesson is handling complaints in business. )UGaHf"K B2RP2N3DON_XDli{;GS &\{!3(muB ;ux+YsDmA #-N V./r^IVCY%=~?LkEhMXiqg44K)E This is a day for companies and businesses to reflection / reflect on the importance of providing good customer service. Ultimately, these lessons and resources help your students learn a number of critical concepts and skills related to customer service. See Also: Customer service skills training worksheets Preview / Show details I need my money back. - Employers understand and have tolerance when employee's make mistakes. 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.. As part of this customer service activity, students will come up with examples of each of these categories. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. endstream endobj startxref startxref What are agency problems and describe how they give rise to agency costs. 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. Unit 1: Introduction to Retailing3. Just to confirm, you're not seeing any other unusual payments, correct? customer service printable worksheets, powerpoints and online exercises order results: . They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. Credit Value: 10. Customer Service. The lesson is also broken into six parts: The anticipatory set is how youll introduce students to the concepts of customer service. Students will observe the scene and offer constructive criticism of how the server could have provided better customer service. The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls. UkK\8M0 zHR!n3~JHN18 &a,h&c#3H-A>MD#%bp4? Explain how a firm's corporate governance structure can help avoid agency problems. Katerc1 Discussing all three lesson about Customer Service Defined, Importance of Customer Service, and Effectively Communicating with Customers. 1. customer service 2. -how you get along with internal customers Scott Yamahata is a business education teacher who shares resources on California Educators Together -- an online community where CTE teachers can find curriculum resources. We're committed to your privacy. Students will also learn ways to overcome those potential problems. 0000134197 00000 n teaches students how to take a win-win approach to solving problems for customers. - face reality. -Remembering that worrying impedes imagination, innovation and creativity This data can be collected quantitatively through a rating system or qualitatively in an open-ended survey. 2. 1. 4. 1. 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! - When they're offered compensation for a mistake. involves dealing with an issue when it comes up. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. Business&ITCenter21 is a comprehensive curriculum system designed to teach crucial career readiness skills to middle and high school students. Lesson Plan. teaches students how to understand customer demographics to determine what their needs and wants may be. See pricing, Marketing automation software. Use this lesson to prepare your ADVANCED students to speak on the phone with customers!This lesson includes:-A warm up to begin the conversation about phone calls- Vocabulary introduction and practice- Fix the Customer Service issue: students talk about how they would resolve an issue- Customer service expressions- Customer service Role Play (CUT Customer Service Training Manual 6. . That way, communication will be smoother on social channels and will create more delightful customer experiences. No matter the format, receiving feedback on your training program is a primary way to make it better so your reps can do the work they do best. If, on the other hand, a customer seems to be 0000010373 00000 n CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. Instruct students to fill out the second question on the worksheet from Money Instructor: Consider a school or workplace. And, they know it starts with their customer service teams. Customers don't simply want their problems solved for them; they want to be heard. 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. 0000004069 00000 n Finally, students participate in another customer service simulation that involves cultural diversity and handling tense situations. Your service reps are responsible for keeping customers from running to your competitors. Brain Break 1. Would you like help setting that up?". - indulging in put-downs What must happen in order for customer service to work. Learning the 'why' behind your actions is a good first step. What does communicating effectively include? That's why customer support education and training is so important. endstream endobj 1483 0 obj <. This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' CUSTOMER SERVICE SKILLS YOU NEED 8. identify good and bad customer service characteristics based on real-life customer experiences. You may unsubscribe from these communications at any time. A great test that new support reps should take before getting on the phones is a product demonstration. - customer-friendly attitude If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. - minimizing "should-haves" Customer Service Lesson #4 - Online Customer Service Training by High Speed Training . what must an organization provide in terms of customer service? That's why it's important to have processes and systems in place and emphasize the adoption of those early on. - Bearing in mind that wishful thinking is a waste of time and energy. %%EOF Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. What information is necessary to use this approach? You can learn a lot about a customer by being observant. Improving your customer service skills is like improving your golf swing. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. But getting to know your customers goes beyond the idea of knowing their name. Forged Drawers' Signatures. Tingstrom had forged Brooks's name on six checks paid between one and two years earlier. Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled The Importance of Customer Service Skills. But the nuts and bolts of how you actually do that can be easier said than done. 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. Explain how to . Many of the tips, topics, and ideas we've mentioned thus far can help your team provide exceptional customer service from the customer's perspective. 1. Reactive customer service involves dealing with an issue when it comes up. This training tip covers two goals in one. This resource lists all of the company's values and what it expects from its employees. Learners complete the 'Describing Customer Service' Worksheet. This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. fiW#_6g#=X+ You can either instruct students to answer the questions in their class journal or as part of a class discussion. With this presentation, the speaker retells experiences that are relevant to their audience. Free and premium plans, Sales CRM software. Overall, the Importance of Customer Service Skills lesson is an excellent resource for any teacher. Also means developing action plans that address deficiencies and enhance service. In the Reinforce phase, students complete up to seven projects and activities that review what they've learned in the Customer Service module. Overall, this helps reinforce key customer service concepts and skills your students should have learned during the lesson. Bring your best self to work by getting enough sleep each night. For five years, Brooks did not look at any statements concerning her accounts. 0000004937 00000 n 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. If this is the case for your business, you should try the exercises below for improving customer service skills. What is the economic rationale for the sales comparison approach? Quintero, CrystalCustomer Service / Introduction to Customer Service Page 1 customer experience is how customers perceive their interactions with your company . -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. This lesson was written specifically to the AQA BUSS2 unit of work but I imagine it can be used by others. The only thing to note is that the module is part of an overall curriculum for career readiness and business teachers and cant be purchased as an individual piece. priorities. Your reps will notice outdated or inaccurate information that can be updated to provide a better self-service experience for the customer. 0000134687 00000 n - Avoiding the issues 3. 3 benefits to creating a positive and memorable experience for customers. First, they'll get a sense of the types of calls that come in. 0000004392 00000 n The product (thoughts and feelings) of an interaction between an organization and a customer. Tools like Loom and Zoom can make video training quick and easy. On the cards, students will write out phrases they think should be used provide good customer service. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. If reps are feeling undervalued by your customers or even upper management have them write customer letters. In these scenarios, speakers often use metaphors and paradoxes to compare confusing points with other topics that the audience is more familiar with. Social media is a key component of a robust omnichannel support solution. They can relate to the frustration or disappointment that customers feel when something goes wrong or when expectations aren't met. -Joining community or volunteer groups In addition, youll find a quiz at the end of each unit to measure what students learn throughout the lessons. 4.3. Overall this resource is a great addition to any course that needs to cover customer service because the context is based on experiences your students face in their everyday lives. what must an organization provide in terms of customer service? Level: advanced Age: 14-17 VJ`ctY(Kx1 9cUvbaUy(\/W T+{0 wARKP'. - Fighting for the last word (2) $11.00. 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. Tell others about past customer service work and preferences. To make your training effective, you much engage your reps. Texas CTE is an online resource center for CTE teachers to find instructional materials and professional development opportunities. 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. Describe The person who goes the extra mile. The first activity involves students identifying good and bad examples of customer service by reviewing three provided scenarios. Write 5 personal goals and 4 personal dreams. These interactions will set the standard that your team will have to surpass. df=^/4\? This can really benefit employees who don't work closely with your products. 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. Most of us engage in customer service activities of some type during our normal daily routines at work. But, by offering alternative options, the customer might feel like the support rep is on their side, and won't get frustrated by what they perceive as stubbornness or inflexibility. People are vulnerable and scared. These interactions may include online transactions, comments on social . The course is split into three weeks, each week will have three hours worth of bite-sized lessons. What is the importance of customer service? Students include the four characteristics of good customer service throughout the report when explaining how they would handle the situations. Corporate culture is extremely important for customer service employees. Customer experience simulation is essentially the reverse of role-playing. )-+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 teaches students effective strategies for handling complaints both in a proactive and reactive manner. Customer experience is the interaction between a business and its customer, which can impact the success of the business. vLiRxg300 But if you need to start teaching customer service, you likely want a ready-to-use lesson plan you can implement right now!