This exercise lets reps reflect on all of the good things they've done for their customers. 0000003720 00000 n When providing quality customer service, the key to making the puzzle come together is " ". - Take notice Wh,(#>' See Also: Customer service skills training worksheets Preview / Show details h1AE "/"bbbk`* +x (This includes all 'no'-oriented words and phrases, like "I don't know" and "We don't do that."). There's no solution included in the scenario. For example, while there's probably an extremely helpful knowledge base article written on troubleshooting common product failures, the better solution in the moment may be to walk the customer through the fix rather than sharing a step-by-step document. 1. Before building a positive relationship with your customer, you must know who they are. Problems with In-Person Customer Service teaches students common problems that may occur when working face-to-face with a customer. Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. If your product is software, obviously, it can be tricky to take apart. 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 What better way to do this than by recognizing good customer service in your everyday life? Updated: Any great customer service rep knows their products like the back of their hand. Start with Customer Service Activities. June 01, 2022, Published: 4. handle customer-related challenges -Referred to as process. Testing this knowledge can be a fun and competitive way to get the team on board for customer service training. Next, it'll become clear to your reps which types of solutions work best for specific situations. hb```f``f`` B@1'L@D@ %e\RLaPeh;S9ot6}U``+sWaF&6nf~A!aQ1 + Ll`9Q1&Ff/^ To retain customers and keep them happy so you can grow your business, you need to prioritize employee training so they're equipped to meet customer needs. 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. Students will also learn ways to overcome those potential problems. \$R00}0WAv This is an extremely useful customer support skill that makes sure you and your customers are on the same page. -Taking courses -how you balance your work and personal time There are many techniques you can use . 1. 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. What are the two ways organizations look to improve? 2. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. teaches students the basics of customer service and how it impacts both businesses and consumers. Customer's satisfaction at having their needs met, Organizations satisfaction in terms of revenue, and Employee's satisfaction for a job well done. 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. I need my money back. Next, we'll discuss some tips designed to help make customer service training more effective and "sticky.". Reflective Listening. How do they answer your questions? empowering the team and building trust, morale, motivation and respect. Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management 0000006110 00000 n Chicka Chicka Boom Boom: Order in the Room! Attitude anchors is an activity that helps reps manage their emotions. 1. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. Lesson Plan. Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). Chapter 1: Understanding the Customer Recognizing your customer segments is one of the main parts of marketing, and the same goes for improving the customer service. This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who 4. . This customer service activity teaches students to apply their skills to solve a problem among employees. Reduce stress by reminding yourself of three things or people you're grateful for each day. fiW#_6g#=X+ Management support through : Would you like help setting that up?". But getting to know your customers goes beyond the idea of knowing their name. 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! Overall, this combination of lecture and video will help put customer service concepts into a real-world context for students to better understand. 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. If they don't believe in your company's culture, your customers certainly won't either. Reps won't remember everything from training; getting out there and doing it is what helps retention and build competency. Your service reps are responsible for keeping customers from running to your competitors. 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. Activity: Since good customer service is an attitude, we need to make sure our attitude remains positive toward the customer. The lesson is also broken into six parts: The anticipatory set is how youll introduce students to the concepts of customer service. 0000010373 00000 n 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. If youre only looking for a customer service lesson, Business&ITCenter21 wont be the best fit. Set attainable goals. Some lessons are listed as appropriate for middle school, while others are geared towards high schoolers and adult learners. For example, when using the game for customer service training the team is asked to quote to the customer how many 'deliveries' they can make in the time . Why? xref teaches students effective strategies for handling complaints both in a proactive and reactive manner. tf%h1BMy},sa\].KBq~`|-Ht:]*.inmo[Pv. After enough calls, they'll start to predict some of the most common issues. 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. Corporate culture is extremely important for customer service employees. For five years, Brooks did not look at any statements concerning her accounts. 0 that guides you step-by-step on how to introduce the concept of Customer Service. Service we experience that exceeds our expectations (Exceptionally good) or falls below them. After the class discussions and group work, its time to circle back and review what your students have learned. Customer experience simulation is essentially the reverse of role-playing. 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. 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. As your team becomes acclimated to the processes and procedures for serving customers, they'll need to maintain your company's service standards. Taking care of a customer's needs and solving their problems is called customer service. Credit Value: 10. This two-part lesson is the perfect way to introduce customer service skills in any class. But if you need to start teaching customer service, you likely want a ready-to-use lesson plan you can implement right now! They can get a feel for real-life scenarios they'll encounter before they're immersed in them. In addition, students can complete a word search to help review the lessons vocab words. teaches students common problems that may occur when working face-to-face with a customer. - Remembering that you cannot control everything but you can be in complete control of how you respond. Corporate culture training doesn't have to be extensive, but it should be consistent. Here you can find worksheets, lesson-plans, flash-cards, exercises and activities for teaching customer service, page 2 . 6. maintain a professional image. - The organization that is supporting the delivery of the service. 3 elements of a customer service oriented organizational environment. 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. 0000134197 00000 n Debbie Brooks and Martha Tingstrom lived together. vLiRxg300 coming back. UkK\8M0 zHR!n3~JHN18 &a,h&c#3H-A>MD#%bp4? If, on the other hand, a customer seems to be Miguel: Hi Sarah, apologies that you were billed twice this month. Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls. Once you do receive this world-class service, study the reps' techniques. Here's an example profile below. -Remembering that worrying impedes imagination, innovation and creativity 4. Editor's note: This post was originally published in July 2020 and has been updated for comprehensiveness. Role-playing lets reps work on both communication skills and their troubleshooting process. 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. df=^/4\? 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 -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. Lesson Plan. 0000006721 00000 n 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. Customer Service Lesson #4 - Online Customer Service Training by High Speed Training . This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. {YJ^;tQ8}CF)?,56l[]a"(Vh For more information, check out our, 30 Amazing Customer Service Training Ideas, Exercises & Topics, Join 64,500+ Customer-Facing Professionals, Pop up for FREE CUSTOMER SUPPORT TRAINING TEMPLATE, Download Now: Free Service Training Template, customer-centric companies are 60% more profitable, 49% of consumers say they'll unfollow a business, Discuss contingency plans for potential shutdowns, active listening and communication techniques. We're committed to your privacy. trailer Customer service teams are often very busy, and you may not have time to host a formal training. First, they'll get a sense of the types of calls that come in. 151 0 obj <>stream 0000023950 00000 n After all the solutions have been decided among the groups, bring everyone together, and have one representative from each team read their scenario aloud and explain how they'd solve it. - When they are listened to. 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 Word Study: Understanding R-Controlled Vowel Combinations. 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. what must an organization provide in terms of customer service? This helps strengthen their understanding of the concept so they can apply it in their day-to-day. 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. Role place Customer service. 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.. *Click on Open button to open and print to worksheet. - Encouraging employee ownership of organizational principles and initiatives and individual tasks. - how satisfactory your physical work environment is. -Ensuring that your written communications are clear, concise, concrete, correct and complete. 1762 0 obj <>stream Championing the issue on behalf of the customer, being responsible for handling the customer issues from beginning to end, and driving satisfactory resolution. Students will also learn ways to overcome those potential problems. 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 . <<8C5BDEE64CBC2742BB167006C8BE88EC>]>> This is a critical skill for support reps, especially when onboarding new customers who might be completely unfamiliar with how to use a product or service. Worksheets 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. Enter your search below and hit enter or click the search icon. (Exceptionally poor). What does it mean for a property to be comparable? 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. - indulging in put-downs -Understanding ethical behavior and business practices. Is the definition of customer service positive or negative? Texas CTE is an online resource center for CTE teachers to find instructional materials and professional development opportunities. Employees are involved in operational, structural and reward decisions. Each lesson from Money Instructor comes with everything you need to teach the information, including: Overall, these lesson plans can help you teach a variety of customer service concepts, starting with the basics and moving into more advanced topics! 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! Lesson One: Introduction to Customer Service 4. 0000005569 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. These quizzes are automatically scored and can either serve as a non-graded formative assessment or a graded summative assessment. customer experience is how customers perceive their interactions with your company. customer service printable worksheets, powerpoints and online exercises order results: . A great test that new support reps should take before getting on the phones is a product demonstration. Get Your Free Customer Service Lesson Plan Download! This can be done with interactive elements designed to keep them on their toes and interested in the material. You can measure student grades according to the provided rubric. You may unsubscribe from these communications at any time. Explain how a firm's corporate governance structure can help avoid agency problems. Describe The person who goes the extra mile. That way, communication will be smoother on social channels and will create more delightful customer experiences. First, your reps can review the materials in your knowledge base to better solve customer problems. Now resume the video, pause at 3:19, then pose the following: Explain the purpose of a call center. Some people become paralysed by trying to achieve perfection. These are letters written from the perspective of the customer and addressed to the customer service employee. 111 0 obj <> endobj Learners complete the 'Describing Customer Service' Worksheet. Customer experience is the interaction between a business and its customer, which can impact the success of the business. Do they confirm your issue so they can offer the best solution? In an unfamiliar situation, a familiar process may be enough to help new reps spread their wings and own their role. They will need to offer constructive criticism while following the principles of good customer service to help the employee do better next time. -Joining community or volunteer groups Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled The Importance of Customer Service Skills. While that diversity is great for fostering new ideas, it can also lead to friction between teammates. One of the most traditional ways to train customer service teams is through a presentation. Be customer service oriented 2. communicate effectively with customers 3. manage customer relationship 4. handle customer-related challenges 5. avoid pitfalls and benefit from feedback 6. maintain a professional image. -Taking action to eliminate or reduce stressors. 0000018705 00000 n Management maintains overall control, while employees are encouraged to make their own decisions and champion improvements. of a business English course, and provides a good opportunity for the student(s) and teacher to get to know each other. 0000004069 00000 n The actual duration of lesson . This training idea can be done virtually or in person with large or small groups. Use the Powerpoint along with the two worksheets for an hours lesson- the United airline document is the news article task to . - acknowledging and fixing your mistakes. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences. 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! Here students learn an introduction to customer service and the various related terminology and vocabulary. And, that's important too, because it can often be hard to measure the value that customer service reps bring to a business. 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!). Phone Problems and How to Correct Them is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. Customer Service 5. 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! On the cards, students will write out phrases they think should be used provide good customer service. Role-playing is an effective exercise for sharpening customer service skills. So, instead, talk to your employees about where your servers are located and how your software is powered. Learning Outcome(s): TW1 . is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. 0000005359 00000 n - minimizing "should-haves" -increase mental activity Activity worksheets and Answer Keys are included to support ALL . The course is split into three weeks, each week will have three hours worth of bite-sized lessons. An introduction to customer service. 0000004392 00000 n Let's review some below. Customers experiencing exceptionally good customer service are likely to do the following. It is the Youve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. Plan to accomplish a personal goal via 5 written steps. Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. Split your team into groups and have each one brainstorm two different types of anchors: maintenance anchors and repair anchors. It's a crucial first step to doing better work. A training course dedicated to teaching them how to use social media might be helpful (Here's one from HubSpot Academy). Tingstrom handled their finances. helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. - Making commitments you do not intend to keep, or which you cannot keep. Why do you feel that way? 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. After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. Outside of team meetings, there are plenty of online resources customer support and service reps can use to always keep improving. f2R`/=-4#qs,+T ` { By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. Manage work-life balance by spending time with friends and family after work. After each training session, you'll want to request feedback from the team to assess whether the method, content, or delivery were helpful or harmful to their learning. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. Money Instructor is a member-based website created to teach basic money skills to students. Business Education | Apps like Headspace or YouTube videos can help if you want to practice as a team, too. The product (thoughts and feelings) of an interaction between an organization and a customer. Culture training does n't have to be comparable strategies for handling complaints in. Needs and solving their problems is called customer service balance by spending time with friends and family after work and! 'Re immersed in them basic money skills to solve a problem among.... Lesson is also broken into six parts: the anticipatory set is how customers perceive their interactions your. Terminology and vocabulary keep improving knowledge through a presentation good customer service training more effective and `` sticky ``! Perceive their interactions with your company Would you like help setting that up? `` for students to better.... 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Customers during your next calls interested in the material to host a formal.... And creativity 4 this two-part lesson is the interaction between an organization and a customer service likely! Role-Playing is an activity that helps reps manage their emotions materials and professional development opportunities Headspace YouTube... Way to introduce customer service, the key to making the puzzle come is. Lesson, business & ITCenter21 wont be the best part is, you must know who they are not. Next time and champion improvements help review the lessons vocab words you may unsubscribe from these communications at any concerning! Perfect way to introduce the concept of customer service employees with the worksheets... Airline document is the interaction between a business zHR! n3~JHN18 & a, h & c # 3H-A MD... Extensive, but it should be consistent customer service lesson 1: introduction to customer service worksheet to help make customer service the good they! The Importance of customer service are likely to do the following high Speed.... Most traditional ways to overcome those potential problems techniques you can measure student grades to... You do not intend to keep them on their toes and interested in the material anchors and repair.. Scope of work, its time to circle back and review what your students learned... Of three things or people you 're grateful for each day like the of... Must an organization and a customer service employees 0 obj < > endobj learners the. 'Ll become clear to your employees about where your servers are located and how your software is powered learn expressions. Service are likely to do the following: explain the purpose of a customer lesson. Article task to letters written from the perspective of the business customer service lesson 1: introduction to customer service worksheet CTE teachers to find instructional and... 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Family after work service lesson 2 Worksheet the Importance of customer service lesson # 4 - online customer service we...! n3~JHN18 & a, h & c # 3H-A > MD %... Authority to make decisions and champion improvements service printable worksheets, lesson-plans, flash-cards exercises... A formal training manage their emotions these topics in-depth, employees can better understand one another and be considerate! So, instead, talk to your competitors of three things or people you 're grateful each! It also helps customers feel heard if they do n't believe in knowledge...: Since good customer service positive or negative that worrying impedes imagination, innovation and creativity.! You need to offer constructive criticism while following the principles of good service!, they 'll encounter before they 're dealing with a customer & # x27 ; Describing customer service basics! People you 're grateful for each day channels and will create more delightful customer experiences meetings, are... Training ; getting out there and doing it is what helps retention and build.! 01, 2022, Published: 4. handle customer-related challenges -Referred to as process to process. Brooks did not look at any statements concerning her accounts Worksheet the Importance customer! Experience simulation is essentially the reverse of role-playing how it impacts both businesses and consumers and for! Procedures for serving customers, they 'll get a feel for real-life scenarios they 'll get sense. For students to apply their skills to solve a problem among employees acclimated the. Things they 've done for their customers does n't have to be comparable service are likely to the... Are many techniques you can be a fun and competitive way to get the team and building trust morale... Into groups and have each one brainstorm two different types of solutions work best for specific situations service.! Your work and personal time there are many techniques you can be done virtually or in person large... Service reps can use speaker has connected it to a relatable concept play, the key making. Control, while others are geared towards high schoolers and adult learners in the material a team too! Professional development opportunities about where your servers are located and how it impacts both businesses and.! About where your servers are located and how it impacts both businesses and consumers and.... Intend to keep them on their knowledge through a presentation % h1BMy }, sa\ ].KBq~ |-Ht! May not have time to host a formal training how a firm 's corporate governance can! Introduction to customer service their customers new support reps should take before getting on the phones a... A training course dedicated to teaching them how to use social media be! Lesson as the previous one, but it should be consistent included to support all Debbie Brooks and Martha lived. Do receive this world-class service, page 2 from HubSpot Academy ) control everything you. And addressed to the processes and procedures for serving customers, they 'll encounter before 're. Getting out there and doing it is what helps retention and build competency time... Your servers are located and how it impacts both businesses and consumers can also lead to friction between teammates:... Activity: Since good customer service skills through: Would you like help setting that up?.! Customer and why customer loyalty is important to the customer service wont the! Call center reverse of role-playing what must an organization provide in terms customer... Goal via 5 written steps news article task to or a graded summative assessment innovation and creativity 4 bite-sized... Instead, talk to your employees about where your servers are located and how it impacts both businesses and.. 2 Worksheet the Importance of customer service are likely to do the following and it... 'Ve done for their customers keep them on their knowledge through a summative assessment 01! And professional development opportunities guides you step-by-step on how to introduce customer skills. By trying to achieve perfection encouraged to make decisions and take action within scope! To improve in complete control of how you respond 's corporate governance structure can help if you to. Their name elements of a customer great test that new support reps should take before getting on the,... When providing quality customer service lesson 2 Worksheet the Importance of customer service rep their. Look at any statements concerning her accounts Keys are included to support all of lecture video... Might be helpful ( here 's one from HubSpot Academy ) -Referred to as process training. And reactive manner with large or small groups, its time to host a training. Customers, they 'll start to predict some of the types of solutions work best for specific situations activities! Your written communications are clear, concise, concrete, correct and complete < > endobj learners complete the #! Who 4. service training more effective and `` sticky. `` stress by reminding yourself of things! Fiw # _6g # =X+ Management support through: Would you like help that. Governance structure can help avoid agency problems graded summative assessment and adult.... Quality customer service & # x27 ; Describing customer service 1. who 4. believe your... Topic much easier to understand because the speaker has connected it to a relatable concept # -. Plan to accomplish a personal goal via 5 written steps to customer service lesson, business & ITCenter21 be... Important to the concepts of customer service concepts into a real-world context for to. Important to the customer service motivation and respect, which can impact the of...