A training course dedicated to teaching them how to use social media might be helpful (Here's one from HubSpot Academy). Lesson One: Introduction to Customer Service 4. That means we need to focus on the positives, not the nega- 0000006721 00000 n Customer experience is common, so nearly everyone has a conception of what "good" customer service looks like. 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. Why do you feel that way? - face reality. The expectations of the role might seem clear it's about helping and guiding customers to solve their problems and answer their questions. endstream endobj 112 0 obj <> endobj 113 0 obj <>/ColorSpace<>/Font<>/ProcSet[/PDF/Text]/ExtGState<>>>/Type/Page>> endobj 114 0 obj <> endobj 115 0 obj <> endobj 116 0 obj <> endobj 117 0 obj <> endobj 118 0 obj <> endobj 119 0 obj <>stream Ultimately, these lessons and resources help your students learn a number of critical concepts and skills related to customer service. Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. That means that sitting new employees down in front of a training video will not be enough for maximum retention and, even worse, could result in a snooze fest. - Facing problems and situations 5@ 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. Developing your team in each of these areas can provide them with a well-rounded skill set to tackle nearly any customer issue. Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. 1 sales@lesson.ly www.lesson.ly THE CUSTOMER SERVICE TRAINING MANUAL. Customer experience simulation is essentially the reverse of role-playing. Reduce stress by reminding yourself of three things or people you're grateful for each day. 0000002806 00000 n emphasizes the role that written communication plays in providing good customer service. Overall, this combination of lecture and video will help put customer service concepts into a real-world context for students to better understand. People are vulnerable and scared. 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. Why? In this lesson, students will understand the importance of quality customer service bydeterminingways to provide service that anticipates customers' needs, and creates a successful business in the Hospitality and Tourism Industry. Specifically, it is what people do within an organization that makes it customer service oriented. Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation even in the middle of a busy workday. These reflection questions help students think about the overarching concepts of customer service in relation to their own experiences. Texas Gateway: Lesson Plan: The Importance of Customer Service Skills, Lesson Plan: The Importance of Customer Service Skills.docx, The Importance of Customer Service Skills.pptx, Maslows-Hierarchy-of-Needs-in-Hospitality-and-Tourism-Key.pdf, Maslows-Hierarchy-of-Needs-in-Hospitality-and-Tourism.pdf, Note-Taking-The-Importance-of-Customer-Service-Skills.pdf, Rubric-for-Worst-Best-Case-Guest-Scenarios2.pdf, The-Importance-of-Customer-Service-Word-Search-Key.pdf, The-Importance-of-Customer-Service-Word-Search.pdf, Worst-Best-Case-Guest-Scenario-Cards2.pdf, Governor's Committee on People with Disabilities, Texas Higher Education Coordinating Board, The Workforce Innovation and Opportunity Act (WIOA), Performance-based Monitoring and Interventions (PBMAS). Manage work-life balance by spending time with friends and family after work. 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. Lesson Plan. 0000005732 00000 n 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. After the anticipatory set, its time to move to the included PowerPoint presentation, during which students can take notes. To make your life easier, weve put together a list of the four best customer service lesson plans: In this blog, youll learn about each resource to help you decide which one(s) to use in your career readiness classes. It's a crucial first step to doing better work. 111 0 obj <> endobj Shadow sessions and roleplays are great for this reason. Once the case is solved, reps switch places and repeat the scenario. August 26, 2021. - Take notice In addition, if you want to implement these lesson ideas, youll need to create supplemental materials to go along with them. -Channeling your energies positively. Katerc1 Discussing all three lesson about Customer Service Defined, Importance of Customer Service, and Effectively Communicating with Customers. -Referred to as process. These are letters written from the perspective of the customer and addressed to the customer service employee. - Joining a gym or relaxing with massage therapy. )-+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 In addition, students can complete a word search to help review the lessons vocab words. Enter your search below and hit enter or click the search icon. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. If reps are feeling undervalued by your customers or even upper management have them write customer letters. Updated: Training should be an ongoing priority on your team whether you oversee all aspects of it or if you delegate parts to team members that are best suited to carry them out. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. Identify a characteristic of good customer service not listed in the lesson. Learning Outcome(s): TW1 . 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. Suggested Grade Levels: 9th to 12th Grade - Adult CUSTOMER SERVICE INTRODUCTION LESSON PLAN Materials: Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. Therefore, they should always be encouraged to turn to any available resources for help. 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. Management maintains overall control, while employees are encouraged to make their own decisions and champion improvements. How do they answer your questions? Tolls and training necessary for its employees That's why it's important to have processes and systems in place and emphasize the adoption of those early on. 0000005359 00000 n (select the best answer, slide 3) a. Once you do receive this world-class service, study the reps' techniques. Plan to accomplish a personal goal via 5 written steps. In total, the Customer Service module has 20 class hours worth of curriculum content to help teach the customer service skills. Sometimes, standards can fall by the wayside when meeting a quota is the immediate goal for the team each week. trailer Customer Service. CUSTOMER SERVICE SKILLS YOU NEED 8. Delivering Exceptional Customer Service has an impact on: - The customer experiencing the service This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. What should you do if you have to say no to a customer? Some may want to get straight to the point without much small talk while other customers will appreciate the representative building rapport with them. 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. 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. Every rep is going to have a bad call, and it's important to not carry their negative emotions into the next one. They can relate to the frustration or disappointment that customers feel when something goes wrong or when expectations aren't met. 0000004230 00000 n In terms of Customer service : What is Metrics? Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. Customers experiencing exceptionally bad customer service are likely to do the following. M7iG,AQO&n)2Yu-ep_R>"xeii6*3&GFv9.bQ[j;A."N2vVgE@*,B8Gb~]E*>O(Qqzf/ -Maintaining a positive attitude. Customer service role play to encourage speaking in English and to understand the problems of business. Corporate culture is extremely important for customer service employees. The friendly competition and gamification of the training session can help reps confirm what they already know and retain what they don't so that after the game is over, they can apply their product knowledge when offering solutions to customer issues. -Understanding ethical behavior and business practices. June 01, 2022, Published: Students include the four characteristics of good customer service throughout the report when explaining how they would handle the situations. Here you can find worksheets, lesson-plans, flash-cards, exercises and activities for teaching customer service, page 2 . If this is the case for your business, you should try the exercises below for improving customer service skills. 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. -Physical fitness Start with Customer Service Activities. that guides you step-by-step on how to introduce the concept of Customer Service. - The organization that is supporting the delivery of the service. Description In this lesson, students will understand the importance of quality customer service by determining ways to provide service that anticipates customers' needs, and creates a successful business in the Hospitality and Tourism Industry. 0000005146 00000 n Your service reps are responsible for keeping customers from running to your competitors. to be determined by learner. When she finally reviewed the statements, she discovered that Tingstrom had taken $85,500\$ 85,500$85,500 through Brooks's checking account with Transamerica Financial Advisors. Proactive customer service means taking preventative action based on previous knowledge of issues. Showing top 8 worksheets in the category - Customer Service. - Embarking on new relationships and experiences Free and premium plans, Operations software. Identify customer service jobs 0000135259 00000 n 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. Bring your best self to work by getting enough sleep each night. So, instead, talk to your employees about where your servers are located and how your software is powered. If they don't believe in your company's culture, your customers certainly won't either. 1. What are the two ways organizations look to improve? . - Making commitments you do not intend to keep, or which you cannot keep. 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. Eliminate the stressor if possible It includes everything you need to run the lesson from start to finish, plus additional information to expand upon your students learning. Activity: Since good customer service is an attitude, we need to make sure our attitude remains positive toward the customer. 0000001780 00000 n You can't control the customer's personality but you can control your own reactions and responses. 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. 0000003720 00000 n I'll make sure to get you your money back in full. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. - Fighting for the last word Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. 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. Free and premium plans, Content management software. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. Employees are involved in operational, structural and reward decisions. 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. Or, if the interaction is significantly negative, discuss the missteps that were taken and what could be done next time to avoid a similar outcome. Scenario discussions make for an interactive ice breaker, especially if you're training a large group. When is a customer more likely to respond positively? If you're looking for a motivational format, you can try storytelling. Is the definition of customer service positive or negative? - Being committed to continuing quality customer service. startxref Students will also learn ways to overcome those potential problems. State whether each of the following is an indicator of a companys liquidity, solvency, or profitability. Managers should listen for their ability to succinctly and clearly explain complicated topics and to make sure they know how to use and explain every facet of the product, its website or app, and its features. Next, its time for students to consider their own experiences in relation to good and bad customer service. While that diversity is great for fostering new ideas, it can also lead to friction between teammates. Then one at a time, each group will act out a scenario of either good or bad customer service. Microlearning can be used to cover specific training areas much faster than you could with an hour-long training covering several different topics. 0000002632 00000 n what must an organization provide in terms of customer service? Showing your team how to follow a process using a short video clip can be much more effective than sending them a step-by-step email (although that extra resource couldn't hurt!). - Avoiding the issues We're committed to your privacy. The curriculum includes a Customer Service module that teaches students the importance of customer service and an employees role in delivering good customer service. 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. Quintero, CrystalCustomer Service / Introduction to Customer Service Page 1 customer experience is how customers perceive their interactions with your company . Some people become paralysed by trying to achieve perfection. Customer service begins the moment you connect with the customer to fulfill his needs and continues even after the requirements are met. 3 elements of a customer service oriented organizational environment. Wh,(#>' - minimizing "should-haves" . Customer's satisfaction at having their needs met, Organizations satisfaction in terms of revenue, and Employee's satisfaction for a job well done. The only downside is that the lesson was made for the Hospitality and Tourism career cluster. 0000003858 00000 n Students will observe the scene and offer constructive criticism of how the server could have provided better customer service. Unit 2: Retail Terminology & Practices10. Editor's note: This post was originally published in July 2020 and has been updated for comprehensiveness. 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. - The employee delivering the 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. hbspt.cta._relativeUrls=true;hbspt.cta.load(128824, '884a5d64-a82a-4c84-a0f0-3ec388fa03ed', {"useNewLoader":"true","region":"na1"}); 312 East Walnut St. Suite 200Lancaster, PA 17602, "With AES I have more freedom to spend time with students who need assistance.". As your team becomes acclimated to the processes and procedures for serving customers, they'll need to maintain your company's service standards. View 02 - Intro to Customer Service Lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles High School. Now resume the video, pause at 3:19, then pose the following: Explain the purpose of a call center. These quizzes are automatically scored and can either serve as a non-graded formative assessment or a graded summative assessment. 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. Any great customer service rep knows their products like the back of their hand. Explain why customer service is important to the success of every organisation. - Employers understand and have tolerance when employee's make mistakes. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. - Listening tf%h1BMy},sa\].KBq~`|-Ht:]*.inmo[Pv. The product of an interaction between an organization and a customer. Career Readiness | Personal failings that can reduce or eliminate customer service : - Distracting behavior -how you balance your work and personal time Team members should be paired up and given real scenarios that customer support reps have to tackle every day easy ones, and difficult ones, too. Ma(/ f`Zv(d Bd87 7 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. This resource lists all of the company's values and what it expects from its employees. See pricing, Marketing automation software. dbmdbm. 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