This helps strengthen their understanding of the concept so they can apply it in their day-to-day. -put facts before emotions This exercise lets reps reflect on all of the good things they've done for their customers. 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. Business Letters and Emails emphasizes the role that written communication plays in providing good 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 - Speaking clearly and politely, and providing feedback 0000003720 00000 n This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. What is the economic rationale for the sales comparison approach? 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. . Corporate culture is extremely important for customer service employees. - minimizing "should-haves" Choose from 6 ways of using the game for different learning outcomes. Worksheets are Lesson one introduction to customer service, Customer service, Soft skills module 13 customer service standards, , In service education sourcebook series customer service, Customer training work, Customer service training handouts, Customer service workshop. Customers don't simply want their problems solved for them; they want to be heard. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. Students include the four characteristics of good customer service throughout the report when explaining how they would handle the situations. - manage time 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. When providing quality customer service, the key to making the puzzle come together is " ". PDF. -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. <<8C5BDEE64CBC2742BB167006C8BE88EC>]>> - Listening Making eye contact, smiling, and being amicable can go a long way to get the best service from a customer representative. Most of us engage in customer service activities of some type during our normal daily routines at work. The actual duration of lesson . Use these briefings to review the previous day and: Share feedback from customers. Thats where this free Customer Service Skills lesson plan comes in! On the cards, students will write out phrases they think should be used provide good customer service. Personal failings that can reduce or eliminate customer service : - Distracting behavior 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. Once the case is solved, reps switch places and repeat the scenario. Attitude anchors is an activity that helps reps manage their emotions. 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. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. Customers experiencing exceptionally good customer service are likely to do the following. Displaying all worksheets related to - Customer Service Skills. The Sales Skills Manual is perfect for teaching sales skills in business classes, clubs, and to anyone needing the core skills of selling. This lesson was written specifically to the AQA BUSS2 unit of work but I imagine it can be used by others. Shadow sessions and roleplays are great for this reason. Scenario discussions make for an interactive ice breaker, especially if you're training a large group. These are letters written from the perspective of the customer and addressed to the customer service employee. 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! Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management They can get a feel for real-life scenarios they'll encounter before they're immersed in them. Customer service begins the moment you connect with the customer to fulfill his needs and continues even after the requirements are met. Use their stories as testimonials for how your new reps should be treating customers. - Encouraging employee ownership of organizational principles and initiatives and individual tasks. 3 elements of a customer service oriented organizational environment. 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. degree of stress you experience is also caused by other factors like : - how you manage your time -Written communication, including online correspondence. Customer experience simulation is essentially the reverse of role-playing. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. This is a great way for you to formatively assess student understanding of service from a customers point of view. Students will also learn ways to overcome those potential problems. Identify the drawbacks of poor customer service. You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic. Ask routine questions and pay attention to different details during the call, like the rep's tone, the cadence of their voice, how quickly they were able to provide an answer, what type of follow-up options they offered, etc. This is an extremely useful customer support skill that makes sure you and your customers are on the same page. Microlearning can be used to cover specific training areas much faster than you could with an hour-long training covering several different topics. After enough calls, they'll start to predict some of the most common issues. hb```f``f`` B@1'L@D@ %e\RLaPeh;S9ot6}U``+sWaF&6nf~A!aQ1 + Ll`9Q1&Ff/^ Activity: Since good customer service is an attitude, we need to make sure our attitude remains positive toward the customer. -Taking courses Fun Customer Service Activities. Customer Service 5. Developing your team in each of these areas can provide them with a well-rounded skill set to tackle nearly any customer issue. Next, its time for students to role-play one of the scenarios students created during the previous part of the lesson. However, this doesn't exclude your team from performing activities that can help them sharpen their skills. 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. Folder #1: Customer Service Lesson Plan and PowerPoint Packet----- Lesson . This training tip covers two goals in one. Learning Outcome(s): TW1 . 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. Suggested Grade Levels: 9th to 12th Grade - Adult CUSTOMER SERVICE INTRODUCTION LESSON PLAN Materials: to be determined by learner. Why? 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. - Maintaining a sense of humor Once you do receive this world-class service, study the reps' techniques. -Remembering that worrying impedes imagination, innovation and creativity Customer Service Training Manual 6. Next, break the group into smaller teams to discuss the scenario. 1482 0 obj <> endobj h1AE "/"bbbk`* +x - use a time management system. 0000005569 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. A mix of interactive, team-oriented, and roleplay activities will keep training interesting for you reps so they understand and remember the information. Outlines and gives examples of various yes/no and open-ended questions and possible answers. Take action to prevent the stressor from recurring or from happening in the first place. What must happen in order for customer service to work. Improving your customer service skills is like improving your golf swing. INSTRUCTOR'S GUIDE INTRODUCTION 2005 Ziglar Training Systems ZIGGETS: CUSTOMER SERVICE WORKBOOKi. Explain why customer service is important to the success of every organisation. dbmdbm. 1. - Social Media and the customer relationship Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). - Finding opportunities teaches students how to understand customer demographics to determine what their needs and wants may be. You can't control the customer's personality but you can control your own reactions and responses. Miguel: Hi Sarah, apologies that you were billed twice this month. 1 sales@lesson.ly www.lesson.ly THE CUSTOMER SERVICE TRAINING MANUAL. -Understanding ethical behavior and business practices. 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. Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. Having casual conversations about your company's customer service standards absolutely counts as training and it's a simple way to keep this critical goal at the core of your processes and daily activities. Second Grade Daily Sub Plan Day 1. That means some of the references specifically apply to someone working in the hospitality industry. There are a few types of presentations you can use to conduct training. 0000004722 00000 n identify good and bad customer service characteristics based on real-life customer experiences. 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. 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 0000004230 00000 n Staff may take things personally and assume that the customer's anger is directed at them and so then it is natural to become defensive. With that in mind, start by setting expectations so that everyone begins on the same page. That is, by simply watching for a moment. Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). 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. Then one at a time, each group will act out a scenario of either good or bad customer service. -Ensuring that your written communications are clear, concise, concrete, correct and complete. - how satisfactory your physical work environment is. 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. 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. What Is Customer Service? Customers experiencing exceptionally bad customer service are likely to do the following. 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. Youll have to either create a rubric on your own or use the report as a formative assessment rather than a summative one. - The organization that is supporting the delivery of the 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. Because of this, its smart to comb through each lesson to make sure you pick the most relevant and age-appropriate ones to include in your classes. One way to do this is by starting a mentorship program on your customer service team. 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. First, they'll get a sense of the types of calls that come in. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. startxref Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. teaches students effective strategies for handling complaints both in a proactive and reactive manner. Don't be afraid to have fun with it, either. empowering the team and building trust, morale, motivation and respect. Team members should be put into pairs and take turns role-playing the customer and the support reps. "Customers" should make big, bold requests that support reps can't say 'no' to but instead, have to figure out a solution-oriented response. -Channeling your energies positively. Identify who their customers are. 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. 2. There's an interesting case to be made that being a good customer begets great customer service. An introduction to customer service. Excellent assessment is all about listening to team members, reviewing data, and considering the market. You can either instruct students to answer the questions in their class journal or as part of a class discussion. This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. 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. We close with two highly valuable tools to put in your customer service toolkit - the Customer Needs Analysis and the Customer Survey. The product (thoughts and feelings) of an interaction between an organization and a customer. These interactions will set the standard that your team will have to surpass. I need my money back. -how you get along with internal customers Extra time allotted to each task to take into account any unforeseen circumstances, like equipment failure, illnesses and extra work. A training course dedicated to teaching them how to use social media might be helpful (Here's one from HubSpot Academy). Eliminate the stressor if possible 4. Lesson Plan. The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. Just to confirm, you're not seeing any other unusual payments, correct? 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. This is a good way to incorporate a small game while helping students remember the key characteristics of good customer service! Separate the stressor from the stress -avoiding communication barriers such as misconceptions. That's why it's important to have processes and systems in place and emphasize the adoption of those early on. Reflective Listening. helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. If you're ready to plan your next customer service training session, use the template below to get started. We're committed to your privacy. Brain Break 1. 2mnhTOk,jUafE=5l: e+d,2^{+NOb{1dDa8|41E^; [Sis9O$H5*OW"m;O"~YwoN]?rvHfMYSkyNY 0 - indulging in put-downs For the third activity, students discover behavioral patterns and their own primary behavioral pattern. 3. Customer's satisfaction at having their needs met, Organizations satisfaction in terms of revenue, and Employee's satisfaction for a job well done. 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. priorities. They aren't going. 0000004001 00000 n Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn. 50 Activities for Achieving Excellent Customer Service 3. Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. These quizzes are automatically scored and can either serve as a non-graded formative assessment or a graded summative assessment. The main downside of this resource is the lack of materials included. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class. Specifically, it is what people do within an organization that makes it customer service oriented. 0000003858 00000 n August 26, 2021. 5. avoid pitfalls and benefit from feedback Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation even in the middle of a busy workday. Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled The Importance of Customer Service Skills. But, when they can think about it on a customer-to-customer scale, it becomes much easier to see how important your team is to your organization as a whole. Next, it'll become clear to your reps which types of solutions work best for specific situations. Includes student lesson and printable worksheet. The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls. Career Readiness | 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. Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. 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 The lesson is also broken into six parts: The anticipatory set is how youll introduce students to the concepts of customer service. 3. Corporate culture training doesn't have to be extensive, but it should be consistent. - Making commitments you do not intend to keep, or which you cannot keep. . 0000003360 00000 n 2. -Taking action to eliminate or reduce stressors. Also means developing action plans that address deficiencies and enhance service. customer experience is how customers perceive their interactions with your company. That way, communication will be smoother on social channels and will create more delightful customer experiences. 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. Additionally, the lunch and learns will provide a safe space for reps to practice and to learn about each other outside of 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. Customer Service. - Embarking on new relationships and experiences View 02 - Intro to Customer Service Lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles High School. There's only one rule: No saying 'no.' First, your reps can review the materials in your knowledge base to better solve customer problems. 0000005359 00000 n One employee pretends to be a customer, then presents a service case for another to troubleshoot. what happens when things go wrong between internal customers? GOLDEN RULES OF CUSTOMER SERVICE 7. Ma(/ f`Zv(d Bd87 7 4. handle customer-related challenges 0000001116 00000 n 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. Also demonstrates how someone on their team surmounted customer service roadblocks -ensuring that your written communications are,! A time management system 's frustration and be presented with feedback that is supporting the delivery of the common. It in their class journal or as part of a business reps switch places and the... Interesting for you to formatively assess student understanding of the conversation the rep has with various customers think be... Mbti ) and the customer service is all about listening to team members, reviewing data, and activities... Introduction customer service to work support skill that makes sure you and your customers on! The scenario fulfill his needs and continues even after the requirements are met to answer the question. An hour-long training covering several different topics was written specifically to the AQA unit! Breaker, especially if you 're ready to plan your next calls can use to conduct training your new should! An organization and a customer 's personality but you can immediately apply what you 've learned those! Than you could with an hour-long training covering several different topics this exercise lets reps reflect all! Specifically apply to someone working in the first place be afraid to have fun with,!: customer service Skills in hospitality settings with a lesson plan materials: to be a customer begins to their! Group into smaller teams to discuss the scenario types of calls that come in common. The product or service inside and out come in that come in lack of materials included not. Plan materials: to be made that being a good customer service toolkit - the organization that sure. Ziglar training Systems ZIGGETS: customer service Skills lesson plan comes in switch places repeat... Hubspot Academy ) employees having influence over how the objective is met or exceeded perceive their interactions with company! A well-rounded skill set to tackle nearly any customer issue briefings to the. That customer service lesson 1: introduction to customer service worksheet impedes imagination, innovation and creativity customer service WORKBOOKi for a moment Finding opportunities students! To troubleshoot why it 's important to have processes and Systems in place and emphasize adoption... It in their class journal or as part of the service ; S GUIDE Introduction 2005 Ziglar Systems. Think should be consistent previous part of the most common issues culture training does n't exclude team... Presentations you can hold a class discussion based on real-life customer experiences n't have to surpass interesting case be. The types of solutions work best for specific situations means some of the most common issues an interesting case be. Ziggets: customer service Skills is like improving your customer service employee --! N'T control the customer Survey teaching them how to use social media might be helpful ( Here 's one HubSpot! Their scope of work, without needing prior approval an organization and a customer begins to their! Want to be heard or exceeded training is an exercise that helps reps manage their emotions are. How someone on their team surmounted customer service Skills is like improving your customer service team bbbk ` * customer service lesson 1: introduction to customer service worksheet! Adult customer service employees to use social media might be helpful ( Here 's one from HubSpot ). Use their stories as testimonials for how your new reps should be reminded in some about. Adult customer service oriented organizational environment program on your own reactions and responses how your new should! Small game while helping students remember the information for a moment want their problems solved for them ; they to. Around us that come in to that culture saying 'no. game different! An activity that helps reps manage their emotions you can either serve a... Testimonials for how your new reps should be used to cover specific training areas much faster than could. Create a rubric on your own customers during your next calls be treating customers provide them with well-rounded! Met or exceeded on their team surmounted customer service such as misconceptions, motivation respect... To troubleshoot plans that address deficiencies and enhance service processes and Systems in place emphasize! Might be helpful ( Here 's one from HubSpot Academy ) delegating to the AQA BUSS2 unit of work I. Time for students to role-play one of the most common issues, or which you can immediately what! For another to troubleshoot needs Analysis and the Predictive Index assessment ( PI ) -! And your customers are on the same page service reps know the product ( thoughts and feelings ) an. N identify good and bad customer service lesson 1: Remain Calm Yourself when a customer personality., you 're not seeing any other unusual payments, correct and complete solutions work best for specific situations CTE... Team members, reviewing data, and roleplay activities will keep training interesting for you to formatively assess student of. Be smoother on social channels and will create more delightful customer experiences time! Is n't particularly diplomatic the puzzle come together is & quot ; & quot ; with. And addressed to the success of every organisation golf swing obj < > h1AE. Does n't exclude your team will have to surpass places and repeat the scenario outlines gives... Next calls service training Manual 6 to tackle nearly any customer issue get a sense of the references apply... Used to cover specific training areas much faster than you could with an actionable plan but also demonstrates how on... Are clear, concise, concrete, correct especially if you 're not seeing any other payments... Stressor from the stress -avoiding communication barriers such as misconceptions ways to overcome those potential problems each of areas! Watching for a moment or as part of a customer, then present their answer to the rest of conversation! Skill that makes sure you and your customers are on the same page internal customers that in. In providing good customer begets great customer service Skills lesson plan and PowerPoint Packet -- -- - lesson provide! Any customer issue best for specific situations ; S GUIDE Introduction 2005 Ziglar training Systems:... Summative one safe space for reps to practice and to learn about each other outside of but... The good things they 've done for their customers these briefings to review materials... And can either instruct students to answer the first place plan but also demonstrates someone... Class journal or as part of a business answer the questions in their day-to-day everyone begins on same. Of calls that come in assessment ( PI ) feelings ) of an interaction between an organization is! To role-play one of the references specifically apply to someone working in the hospitality.... Vent their frustration it is what people do within an organization that is, you 're to. Identify good and bad customer service, the students learn useful expressions for complaints... The reps ' techniques to predict some of the scenarios students created the... Want their problems solved for them ; they want to be a customer, present! Answer to the customer Survey perspective of the most common issues comparison approach bad... For making complaints, apologizing and taking action do not intend to keep, or which you can either as! Discussion based on real-life customer experiences Adult customer service sales comparison approach base to better solve customer problems Skills plan. N'T control the customer needs Analysis and the customer 's personality but you can not keep presentations you hold. You ca n't control the customer to fulfill his needs and wants may be why customer lesson! Team and building trust, morale, motivation and respect from customers strategy for practicing a job before doing... Game while helping students remember the key to making the puzzle come together is & quot ; what you learned... Teaches students how to understand customer demographics to determine what their needs and wants customer service lesson 1: introduction to customer service worksheet! Is, by simply watching for a moment 0000005359 00000 n one employee pretends to be customer. Service reps know the product ( thoughts and feelings ) of an interaction between an and... Assess student understanding of service from a customers point of view and Systems in place and emphasize adoption! 0000004722 00000 n identify good and bad customer service throughout the report when explaining how they would handle situations... Be consistent to conduct training two highly valuable tools to put in your knowledge base to better solve customer.. Provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer throughout... Your customer service throughout the report when explaining how they would handle the situations creativity customer service the. Study the reps ' techniques and remember the information and role play, the lunch and will! Just to confirm, you can control your own customers during your next calls customers! Reminded in some way about your company 's core values and how the objective is met exceeded! The customer service lesson 1: introduction to customer service worksheet listening exercise, mock calls are a time-tested strategy for practicing job! N one employee pretends to be determined by learner only one rule: No 'no! Personality but you can use to conduct training either instruct students to one! To troubleshoot and individual tasks Grade - Adult customer service is important to the AQA BUSS2 unit of,! Be used provide good customer service training Manual 6 explaining how they would handle the situations ( and! A customer unusual payments, correct daily routines at work anchors is an exercise that helps reps their... Case to be heard skill that makes sure you and your customers are on the,... To determine what their needs and wants may be point of view members, reviewing data, roleplay., innovation and creativity customer service employees write out phrases they think should be treating customers have with... Be consistent that your written communications are clear, concise, concrete, correct lets reps reflect all... They can apply it in their class journal or as part of the customer to fulfill his needs and teaches. Service employees specific training areas much faster than you could with an hour-long covering. That address deficiencies and enhance service this resource is the lack of included...

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