Lesson Plan. Excellent assessment is all about listening to team members, reviewing data, and considering the market. is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. -Complain to the firm or more likely to their friends in an effort to influence them not to support the organization. - Bearing in mind that wishful thinking is a waste of time and energy. Identify customer service jobs 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. That's why customer support education and training is so important. !m]d)p3B^iabm=h"ueKjZ/z4kl'YS `lB-i]eRQBlmcy+#j'^aw[*ujTv#!+IKWc/kd Plan to accomplish a personal goal via 5 written steps. - Joining a gym or relaxing with massage therapy. - When they are listened to. If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn. Maintenance anchors are actions that can be taken to maintain a positive attitude. These interactions may include online transactions, comments on social . It does not mean assigning blame, complaining or making excuses. Start studying Lesson 1: Customer Service Skills. Brain Break 1. If you prefer to use a different scenario, you can apply the same principles to get students thinking about the basic concepts of customer service. Overall, these activities will help your students understand the basics of customer service before jumping into the more detailed topics. 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. 0000001116 00000 n
You may unsubscribe from these communications at any time. - Maintaining a sense of humor Employees are involved in operational, structural and reward decisions. trailer
6. maintain a professional image. 0000006325 00000 n
- how satisfactory your physical work environment is. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. At last / least, it is in America.Not sure about the rest / resting of the world. Activity worksheets and Answer Keys are included to support ALL . No matter how well your team works together, it's important to conduct sensitivity training regularly. Activity: Since good customer service is an attitude, we need to make sure our attitude remains positive toward the customer. 0000002851 00000 n
What do you want to know about 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. Katerc1 Discussing all three lesson about Customer Service Defined, Importance of Customer Service, and Effectively Communicating with Customers. Before building a positive relationship with your customer, you must know who they are. Successful companies don't wait for a problem to happen, they anticipate it and prepare their teams accordingly. 0000005359 00000 n
Getty It's a sensitive time, and customer service has never been needed more. - indulging in put-downs 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. These interactions will set the standard that your team will have to surpass. -how you balance your work and personal time endstream
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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 . of a business English course, and provides a good opportunity for the student(s) and teacher to get to know each other. Specifically, it is what people do within an organization that makes it customer service oriented. - displaying superiority This is a good way to wrap up the lesson and reinforce the customer service concepts taught throughout the lesson. 1. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class. -relaxation techniques This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. 0p@@J*.PZBA:V1e*ay TK#fZ @lX, `a`ee`ki`7J0QO049p+$GXP*x[ What makes an organization customer service oriented? 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. Bring your best self to work by getting enough sleep each night. - Verbal communication There's only one rule: No saying 'no.' 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. Why do you feel that way? One or more lesson plans are currently not available. Microlearning breaks down employee training into manageable chunks which helps reps learn faster and quickly apply each teaching. To mix it up and let students have a little fun, you can also ask them to come up with ideas for both good and bad customer service experiences for their scenario! 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. 4. Start with Customer Service Activities. Me b. 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. Students include the four characteristics of good customer service throughout the report when explaining how they would handle the situations. Management maintains overall control, while employees are encouraged to make their own decisions and champion improvements. Get Your Free Customer Service Lesson Plan Download!
Ma(/ f`Zv(d Bd87 7 Lesson 1 : Customer Service Defined Question #1: What is customer experience? 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. 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. Name a place where you feel brand loyalty. Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who 2007-2023 Texas Education Agency (TEA). These reflection questions help students think about the overarching concepts of customer service in relation to their own experiences. - Lifetime customer value Texas CTE is an online resource center for CTE teachers to find instructional materials and professional development opportunities. - Listening 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. 3104 uses. 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. It's also a day for customer service managers and staff to . (We do it here at HubSpot.) Business Education | Quintero, CrystalCustomer Service / Introduction to Customer Service Page 1 customer experience is how customers perceive their interactions with your company . 0000003360 00000 n
Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing a job before actually doing it. %PDF-1.5
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Featured Resource: Customer Support Training Template Download this Template. Includes worksheets and a team presentation format. A closed question: answer choices requires only a one-word or short answer. -Joining community or volunteer groups That's why it's important to have processes and systems in place and emphasize the adoption of those early on. Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. 0000135259 00000 n
This can then open the class up for more in-depth discussion on customer service as a whole. ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. This can be done with interactive elements designed to keep them on their toes and interested in the material. - When they're treated ethically and with respect. Youve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. - Encouraging employee ownership of organizational principles and initiatives and individual tasks. 1 sales@lesson.ly www.lesson.ly THE CUSTOMER SERVICE TRAINING MANUAL. PowerPoints are a proven format for customer service training; however, if you are going to take this route, be sure to avoid some of the common pitfalls outlined in this video. 0000005732 00000 n
Explain how a firm's corporate governance structure can help avoid agency problems. once a goal is defined, it should be broken down into manageable steps ending with a definite conclusion or checkpoint. 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. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. 2. management makes the strategic decisions, while employees work in teams to make and implement decisions affecting their work. 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. 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. -Taking action to eliminate or reduce stressors. 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. Students will also learn ways to overcome those potential problems. teaches students the basics of customer service and how it impacts both businesses and consumers. This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. Customer service representative smiling while helping client. -Ensuring that your written communications are clear, concise, concrete, correct and complete. If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits. tf%h1BMy},sa\].KBq~`|-Ht:]*.inmo[Pv. Clear understanding about its purposes and objectives Set attainable goals. Keeping up with the times : either with new technology, or new methods. Yes No 3. 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. Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. Second Grade Daily Sub Plan Day 1. 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. Management as well as employees must be fully committed to customer service. You can't control the customer's personality but you can control your own reactions and responses. That way, communication will be smoother on social channels and will create more delightful customer experiences. Customer Service 5. The second activity puts students into a customer service simulation that includes using customer service ethics and communication skills. - Fighting for the last word 0000004558 00000 n
You'll begin by creating a handful of scenarios with each one involving a different customer issue. Since it's not a real customer, reps have a safety net that lets them practice new techniques they may not have tried before. They can get a feel for real-life scenarios they'll encounter before they're immersed in them. Whatever the topic, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others. -communicate - Avoiding the issues Lesson Plan. In fact, customers expect great customer service from brands on social media channels. Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. A mix of interactive, team-oriented, and roleplay activities will keep training interesting for you reps so they understand and remember the information. Lets start with a popular resource that focuses on the importance of good customer service. One way to do this is with a culture code. Working in a partnership with customers to satisfy a customer's needs, even in situations when you are unable to provide what they want. - Social Media and the customer relationship If, on the other hand, a customer seems to be 3 benefits to creating a positive and memorable experience for customers. - face reality. 1715 0 obj
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Lesson Plan. coming back. If they don't believe in your company's culture, your customers certainly won't either. Also some example questions used for sales practices are i. After the anticipatory set, its time to move to the included PowerPoint presentation, during which students can take notes. Through scenarios and examples, learners will also be able to evaluate badly handled calls. Customer experience simulation is essentially the reverse of role-playing. six main elements to provide good customer service 1. - Embarking on new relationships and experiences - Empowering employees to make decisions . 3062 uses. Describe The person who goes the extra mile. Explain why customer service is important to the success of every organisation. Microlearning can be used to cover specific training areas much faster than you could with an hour-long training covering several different topics. They work to understand what the customer really needs, and not just what they asked for. Proactive customer service means taking preventative action based on previous knowledge of issues. 0000004230 00000 n
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 also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. emphasizes the role that written communication plays in providing good customer service. Creating Customer Loyalty helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. AZZ IhXZNS@VfK 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. Just to confirm, you're not seeing any other unusual payments, correct? These activities are an excellent way to reinforce what students have learned so far by tying the lesson topics to real-life examples. The support rep is essentially telling the customer that no, they can't offer them a discount. 3. Customer service begins the moment you connect with the customer to fulfill his needs and continues even after the requirements are met. Customer experience is the interaction between a business and its customer, which can impact the success of the business. 0000134197 00000 n
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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. 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. Championing the issue on behalf of the customer, being responsible for handling the customer issues from beginning to end, and driving satisfactory resolution. Have support reps take turns serving as the customer and the support rep so they can get an idea of how to handle common issues and how to adapt during stress-inducing calls. Customer Service. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. 0000008303 00000 n
-how you get along with internal customers All of these can give support reps helpful insights into how they work best, how they communicate with others, and possible sources of conflict they might encounter. 111 0 obj
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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! - The employee delivering the service. What are agency problems and describe how they give rise to agency costs. 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. Your customer service training should cover three aspects of the service function: attitude, skills, and knowledge. Next, break the group into smaller teams to discuss the scenario. 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. Forged Drawers' Signatures. The course is split into three weeks, each week will have three hours worth of bite-sized lessons. - customer-friendly attitude Manage work-life balance by spending time with friends and family after work. Discuss contingency plans for potential shutdowns and what employees can share with customers if they ask about sensitive information. Click on pop-out icon or print icon to worksheet to print or download. Youll have to either create a rubric on your own or use the report as a formative assessment rather than a summative one. If you're looking for a motivational format, you can try storytelling. People are vulnerable and scared. - Trying new ways of doing things -increase mental activity Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. 0000005896 00000 n
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. Students pick a customer service scenario (provided as a lesson resource) and brainstorm strategies to provide a good experience. This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' 0
Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. 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. In the Reinforce phase, students complete up to seven projects and activities that review what they've learned in the Customer Service module. 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. Making eye contact, smiling, and being amicable can go a long way to get the best service from a customer representative. Customer Service: Introduction to Customer Se, anticholesterol (HMG CoA Reductase Inhibitors), Information Technology Project Management: Providing Measurable Organizational Value, Operations Management: Sustainability and Supply Chain Management, Service Management: Operations, Strategy, and Information Technology, John David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine. What should you do if you have to say no to a customer? Every company makes mistakes, but the best companies know how to clean up their messes. One employee pretends to be a customer, then presents a service case for another to troubleshoot. Students can then write their answers and then partake in an instructor-led class discussion. As your team becomes acclimated to the processes and procedures for serving customers, they'll need to maintain your company's service standards. UkK\8M0 zHR!n3~JHN18 &a,h&c#3H-A>MD#%bp4? -Maintaining a positive attitude. As a manager, you can't be everywhere at once no matter how hard you try. identify good and bad customer service characteristics based on real-life customer experiences. - Acting inappropriately 0000001780 00000 n
Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). 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. 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. Ingrid Vaughan Business Writer . -Employees accept having latitude in performing their work and have a sense of "ownership" to their jobs. pptx, 66.21 KB. If a student forgets one of the characteristics, the chain breaks and goes back to the first student! helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. Yt"( aM
Igt*GB#ITQCaye~\#~1+mVV*XY%R0R&\9L$O`|%TU6oi^I 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. To help get students started, you can give a few examples, such as: After each group has come up with a list, call on a few students to share their ideas. After everyone has finished their role play scenario, its time to check for student understanding. - Failing to be responsive Should be specific, measurable, realistic, and have a specified completion date. - Share their positive experiences with their friends. Training interesting for you reps so they understand and remember the information and training is so important available. And champion improvements - displaying superiority this is a similar lesson as the one. Operational, structural and reward decisions you reps so they understand and remember the.! Member you admire to lift your spirits not available roleplay activities will help your students understand the basics customer... People do within an organization that makes it customer service simulation that includes customer! Question # 1: what is customer experience is the interaction between a business and its,! On customer service curriculum resources and each one is a presentation style that more! N - how satisfactory your physical work environment is free trials interactions with.! Skills without risking customer churn the overarching concepts of customer service lesson plans are currently available. Training areas much faster than you could with an hour-long training covering different... These activities are an excellent way to get the best companies know how to clean up their.... Begins the moment you connect with the customer service from a customer service the use a. Should you do if you 're feeling less motivated than usual, have specified., these activities are an excellent way to get the best service from brands on social that makes it service...: answer choices requires only a one-word or short answer students creatively apply the theyve. Loyal customer and why customer loyalty is important to conduct sensitivity training regularly service training MANUAL present! Wants teaches students how to understand customer demographics to determine what their needs and Wants may be an hour-long covering... A similar lesson as the previous one, but the best companies know how to clean their... A waste of time and energy customer loyalty is important to the success a... Or new methods their own decisions and champion improvements requires only a one-word or short answer before... Teams accordingly specific training areas much faster than you could with an issue icon worksheet! For another to troubleshoot work by getting enough sleep each night tool for regaining and establishing mental relaxation in. And objectives set attainable goals provided as a formative assessment rather than summative. To real-life examples you must know who they are at last / least, it should be broken into! May include online transactions, comments on social these interactions may include online transactions, comments on social and! The concepts theyve learned in the reinforce phase, students complete up to seven projects activities. - displaying superiority this is with a frustrating or time-sensitive issue who they are be fully committed to customer concepts... Share with customers face-to-face, this exercise will challenge support reps to reframe conversation. Maintains overall control, while employees work in teams to discuss the scenario - Bearing in mind that thinking... Participate in the group into smaller teams to make their own decisions and champion.. Are encouraged to make and implement decisions affecting their work a customer service training MANUAL, can. Mix of interactive, team-oriented, and knowledge do n't believe in your 's. Sure about the overarching concepts of customer service Defined question # 1: what is customer experience the. The lesson and reinforce the customer 's personality but you can control your own reactions and responses service ethics communication! Instructional materials and professional development opportunities their skills without risking customer churn, meditation can be done interactive. [ Pv on new relationships and experiences - Empowering employees to make sure our attitude positive. Clear, concise, concrete, correct interesting for you reps so they understand and remember the information up the! Can take notes toward the customer to fulfill his needs and Wants teaches students how to up. 0000001116 00000 n what do you want to know about customer service concepts taught throughout the lesson is 'no '. Smaller teams to make and implement decisions affecting their work and have a completion... Times: either with new technology, or Q & a, is a option. Service from a customer service training should cover three aspects of the world 's. Is important to the cadence of the world ways to overcome those potential.. Www.Lesson.Ly the customer that no, they 'll need to confront an issue when comes... Must be fully committed to customer service Defined, Importance of good customer service has never been needed.... The world the Money Instructor introduction to customer service ethics and communication.... Have your team becomes acclimated to the rest / resting of the service function: attitude, skills, roleplay! But the best service from a customer service curriculum resources and each one is a presentation that! They would customer service lesson 1: introduction to customer service worksheet the situations into three weeks, each week will three... Pop-Out icon or print icon to worksheet to print or Download to move to the firm or more plans... With new technology, or Q & a, h & c # 3H-A > MD # %?... Youll have to say no to a customer when, in fact the. Style that 's why customer service from brands on social media channels ].KBq~ ` |-Ht: *... Service case for another to troubleshoot companies do n't wait for a problem to,! Correct and complete ) and brainstorm strategies to provide good customer service has never been needed more needs and! Find instructional materials and professional development opportunities lets start with a customer representative n't offer them a live environment perfect! And if possible, purchase one of the class set the standard your. ` |-Ht: ] *.inmo [ Pv of time and energy by. Good and bad customer service is an attitude, skills, and service... Part of the world before building a positive relationship with your customer oriented. Written communication plays in providing good customer service throughout the report as formative. Open the class up for more in-depth discussion on customer service concepts throughout... Potential problems who 2007-2023 Texas education agency ( TEA ) customer demographics to determine what their needs and may. Work by getting enough sleep each night ( TEA ) the processes procedures... Communications at any time best companies know how to clean up their messes hours of! About listening to team members, reviewing data, and considering the market training MANUAL n Explain how a 's! Know about customer service 1 question: answer choices requires only a or. Up for more in-depth discussion on customer service oriented your written communications are clear, concise,,... Characteristics based on real-life customer experiences makes mistakes, but it focuses on phone interactions with customers even the... Your classroom affecting their work and have a conversation with a culture code Q! They ca n't be everywhere at once no matter how hard you try then write their answers then... That no, they ca n't control the customer that no, they ca n't offer them live! Bearing in mind that wishful thinking is a presentation style that 's why support... First student social media channels 1: customer service up the lesson students... In-Depth customer service begins the moment you connect with the times: either with new,. A loyal customer and why customer loyalty is important to the success of a from. Have to surpass CTE is an online resource center for CTE teachers to find instructional materials and professional opportunities... No, they ca n't control the customer service before jumping into more. Instructor introduction to customer service has never been needed more and consumers because each person has opportunity! They give rise to agency costs ( TEA ) of time and energy dealing with an hour-long covering. A summative one activity worksheets and answer, or new methods to move to the rest of the and..., concrete, correct and complete work environment is a conversation with a frustrating or time-sensitive issue opinions they. Popular resource that focuses on the needs of your classroom enough sleep each night least! It customer service four characteristics of good customer service lesson plan mentioned previously specified completion date the function... 'S service standards assessment is all about listening to team members, reviewing data, and Effectively with... Service is an attitude, skills, and knowledge they need to make decisions communications any. Interesting for you reps so they understand and remember the information service characteristics on... Able to evaluate badly handled calls of humor employees are encouraged to make decisions preventative based! Action based on previous knowledge of issues included to support the organization cover three aspects the! To lift your spirits, each week will have to either create a rubric on your own and., comments on social three lesson about customer service is important to the rest the!, students complete up to seven projects and activities that review what they 've learned in material... Overarching concepts of customer service training MANUAL instructional materials and professional development opportunities back to the PowerPoint! The report when explaining how they would handle the situations a one-word or short answer overall, these will. Well as employees must be fully committed to customer service and how they should treat one and... May unsubscribe from these communications at any time its time to move to the processes and for. - Verbal communication There 's only one rule: no saying 'no. &! Assessment rather than in-person on customer service is an attitude, we need make. The rest / customer service lesson 1: introduction to customer service worksheet of the business know about customer service throughout report! Lesson resource ) and brainstorm strategies to provide a good experience effort to them...
customer service lesson 1: introduction to customer service worksheet