wL `9w2m{`( .|Ru Microlearning breaks down employee training into manageable chunks which helps reps learn faster and quickly apply each teaching. 3. once a goal is defined, it should be broken down into manageable steps ending with a definite conclusion or checkpoint. Taking care of a customer's needs and solving their problems is called customer service. 3. Here's a few examples of maintenance anchors: Repair anchors are things that can be done to fix negative attitudes. Another year passed before Brooks filed a suit against Transamerica. - Practice long-range planning Overall, these activities will help your students understand the basics of customer service before jumping into the more detailed topics. Free and premium plans. Plan to accomplish a personal goal via 5 written steps. teaches students the basics of customer service and how it impacts both businesses and consumers. If, on the other hand, a customer seems to be The product (thoughts and feelings) of an interaction between an organization and a customer. 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. - Empowering employees to make decisions 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. Students pick a customer service scenario (provided as a lesson resource) and brainstorm strategies to provide a good experience. If reps are feeling undervalued by your customers or even upper management have them write customer letters. -Taking action to eliminate or reduce stressors. Me b. What does communicating effectively include? Delete the wrong word in each of the pairs of italics.. But if you need to start teaching customer service, you likely want a ready-to-use lesson plan you can implement right now! Students will also learn ways to overcome those potential problems. 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. If a student forgets one of the characteristics, the chain breaks and goes back to the first student! Folder #1: Customer Service Lesson Plan and PowerPoint Packet----- Lesson . 2. management makes the strategic decisions, while employees work in teams to make and implement decisions affecting their work. No matter how well your team works together, it's important to conduct sensitivity training regularly. The first activity involves students identifying good and bad examples of customer service by reviewing three provided scenarios. *Click on Open button to open and print to worksheet. -Managers trust employees to "do the right thing" and not "give away the store." Customer experience is the interaction between a business and its customer, which can impact the success of the business. -Maintaining a positive attitude. Ma(/ f`Zv(d Bd87 7 -Channeling your energies positively. - Ability to overcome communication barriers Now resume the video, pause at 3:19, then pose the following: Explain the purpose of a call center. Service we experience that exceeds our expectations (Exceptionally good) or falls below them. 0000002806 00000 n 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. Microlearning can be used to cover specific training areas much faster than you could with an hour-long training covering several different topics. How to Solve Problems teaches students how to take a win-win approach to solving problems for customers. - Listening -Remembering that worrying impedes imagination, innovation and creativity It is the customer! 0000006110 00000 n Students will experience the different results of customer service decisions they make. Management as well as employees must be fully committed to customer service. 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. Includes student lesson and printable worksheet. 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. 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. But the nuts and bolts of how you actually do that can be easier said than done. On the cards, students will write out phrases they think should be used provide good customer service. It is the When teaching any new unit, it's common to start with an opening activity. 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. 1. That means we need to focus on the positives, not the nega- 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. -Ensuring that your written communications are clear, concise, concrete, correct and complete. - how satisfactory your physical work environment is. Maintenance anchors are actions that can be taken to maintain a positive attitude. 0000005569 00000 n . June 01, 2022, Published: 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. - indulging in put-downs AzQ One way to do this is by starting a mentorship program on your customer service team. Eliminate the stressor if possible 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. The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. teaches students effective strategies for handling complaints both in a proactive and reactive manner. These quizzes are automatically scored and can either serve as a non-graded formative assessment or a graded summative assessment. Employees are involved in operational, structural and reward decisions. (We do it here at HubSpot.) (select the best answer, slide 3) a. And, they know it starts with their customer service teams. Customer experience is common, so nearly everyone has a conception of what "good" customer service looks like. -Employees accept having latitude in performing their work and have a sense of "ownership" to their jobs. As a manager, you can't be everywhere at once no matter how hard you try. Reflective Listening. customer service worksheets, and more. In addition, if you want to implement these lesson ideas, youll need to create supplemental materials to go along with them. 0000002897 00000 n What is the importance of customer service? - Avoiding the issues The fastest growing customer segments are often not willing to It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. 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. In this approach, the speaker briefly discusses a topic then opens the floor for the audience to ask questions. You need to keep practicing it, over and over again, until it's perfect or in my case, until I can find the ball after I hit it. -how satisfied you are with your job This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. priorities. - The organization that is supporting the delivery of the service. 2007-2023 Texas Education Agency (TEA). Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management In the Reinforce phase, students complete up to seven projects and activities that review what they've learned in the Customer Service module. 0000008303 00000 n Customer Service Lesson #4 - Online Customer Service Training by High Speed Training . 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. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. Forged Drawers' Signatures. What makes an organization customer service oriented? 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. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. These interactions may include online transactions, comments on social . 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. A slack message, email, or quick statement in a stand-up meeting are all ways to keep customer service standards at the forefront of everyone's minds. 0000004937 00000 n 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. When providing quality customer service, the key to making the puzzle come together is " ". They can get a feel for real-life scenarios they'll encounter before they're immersed in them. Updated: 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. Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. -how you get along with internal customers 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. However, this doesn't exclude your team from performing activities that can help them sharpen their skills. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. 0000002851 00000 n 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. 111 41 The theme of this lesson is handling complaints in business. Lesson Plan. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. customer service printable worksheets, powerpoints and online exercises order results: . 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. Getty It's a sensitive time, and customer service has never been needed more. Scenario discussions make for an interactive ice breaker, especially if you're training a large group. Also means developing action plans that address deficiencies and enhance service. If these options aren't best for you, check out more presentation styles here. Wh,(#>' - Maintaining a sense of humor There are visual learners, auditory learners, kinesthetic learners, and more. Additionally, the lunch and learns will provide a safe space for reps to practice and to learn about each other outside of work. )-+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 This is a good way to wrap up the lesson and reinforce the customer service concepts taught throughout the lesson. It's also a day for customer service managers and staff to . Just to confirm, you're not seeing any other unusual payments, correct? Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. 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. These are things that reps use during a call to keep them motivated and optimistic. -Participating in new and existing hobbies Name a place where you feel brand loyalty. 2. Terms in this set (32) What is customer experience? What do you want to know about customer service? They will need to offer constructive criticism while following the principles of good customer service to help the employee do better next time. 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. Level: advanced Age: 14-17 What does it mean for a property to be comparable? 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 Any great customer service rep knows their products like the back of their hand. In addition, theyll learn how to use that information to provide better service. Customer experience simulation is essentially the reverse of role-playing. This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. Next, break the group into smaller teams to discuss the scenario. %PDF-1.5 % All of these factors and more can be uncovered just by being a customer yourself. Unfortunately, the lesson plan doesnt include a rubric or suggestions for how to grade the reports. What information is necessary to use this approach? Testing this knowledge can be a fun and competitive way to get the team on board for customer service training. What is customer service? Most of us engage in customer service activities of some type during our normal daily routines at work. Management maintains overall control, while employees are encouraged to make their own decisions and champion improvements. What do you already know about customer service? This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. Customers don't simply want their problems solved for them; they want to be heard. These reflection questions help students think about the overarching concepts of customer service in relation to their own experiences. Define the mission and big picture as well as their role within it. Outside of team meetings, there are plenty of online resources customer support and service reps can use to always keep improving. This is an extremely useful customer support skill that makes sure you and your customers are on the same page. - Ignoring teamwork. Separate the stressor from the stress Then, each group will decide on a course of action to help the customer in the given situation. Extra time allotted to each task to take into account any unforeseen circumstances, like equipment failure, illnesses and extra work. 0000003858 00000 n Role-playing is an effective exercise for sharpening customer service skills. CUSTOMER SERVICE SKILLS YOU NEED 8. Identify who their customers are. - Making commitments you do not intend to keep, or which you cannot keep. - Take notice In the Reflect phase, students complete an activity to reflect on what theyve learned so far. - face reality. CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. 0000014254 00000 n 4. - Failing to be responsive 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. 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. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. INSTRUCTOR'S GUIDE INTRODUCTION 2005 Ziglar Training Systems ZIGGETS: CUSTOMER SERVICE WORKBOOKi. 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. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. Debbie Brooks and Martha Tingstrom lived together. 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. Lesson One: Introduction to Customer Service 4. That way, when they're working with real customers, they have a better understanding of what people are going through and how to resolve their issues. Money Instructor is a member-based website created to teach basic money skills to students. 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! If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn. Major elements in dealing with customers effectively. 1. 0000006589 00000 n Free and premium plans, Operations software. Making eye contact, smiling, and being amicable can go a long way to get the best service from a customer representative. Start with Customer Service Activities. Next, we'll discuss some tips designed to help make customer service training more effective and "sticky.". This two-part lesson is the perfect way to introduce customer service skills in any class. 2. 3104 uses. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences. - acknowledging and fixing your mistakes. These activities are an excellent way to reinforce what students have learned so far by tying the lesson topics to real-life examples. That's because they're working on the front lines with customers, acting as the face of your business. Proactive customer service means taking preventative action based on previous knowledge of issues. In addition, students can complete a word search to help review the lessons vocab words. - manage time Lesson 1 : Customer Service Defined Question #1: What is customer experience? Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. 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. xref dbmdbm. They aren't going. Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. Set attainable goals. See Also: Customer service skills training worksheets Preview / Show details 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. 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. 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. One of the best ways to build empathy is by taking on the perspective of the customer. 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. 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. When is a customer more likely to respond positively? For the next part of the lesson, youll divide your students into pairs. 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. If you need to teach other career readiness skills like communication and professionalism, this curriculum system could help you hit all of your course topics! Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). Listen with empathy and provide options and alternatives. startxref In the case that it needs some work, the second goal can be accomplished. -how organized you are Championing the issue on behalf of the customer, being responsible for handling the customer issues from beginning to end, and driving satisfactory resolution. Some lessons are listed as appropriate for middle school, while others are geared towards high schoolers and adult learners. 0000004001 00000 n 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. 1762 0 obj <>stream Why do you feel that way? -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. Then one at a time, each group will act out a scenario of either good or bad customer service. There are a few types of presentations you can use to conduct training. This resource lists all of the company's values and what it expects from its employees. empowering the team and building trust, morale, motivation and respect. Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. Continuing to learn. That is, by simply watching for a moment. Suggested Grade Levels: 9th to 12th Grade - Adult CUSTOMER SERVICE INTRODUCTION LESSON PLAN Materials: Tingstrom had forged Brooks's name on six checks paid between one and two years earlier. What Is Customer Service? identify good and bad customer service characteristics based on real-life customer experiences. That way, they can use each exercise when it becomes applicable during their workday. %PDF-1.5 % (2) $11.00. What happened? In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service. An introduction to customer service. State whether each of the following is an indicator of a companys liquidity, solvency, or profitability. After enough calls, they'll start to predict some of the most common issues. Business&ITCenter21 is a comprehensive curriculum system designed to teach crucial career readiness skills to middle and high school students. One employee pretends to be a customer, then presents a service case for another to troubleshoot. You'll begin by creating a handful of scenarios with each one involving a different customer issue. In addition, youll find a quiz at the end of each unit to measure what students learn throughout the lessons. 3 benefits to creating a positive and memorable experience for customers. 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The face of your business of us engage in customer service transactions, comments on social students into pairs the. By starting a mentorship program on your customer service Introduction customer service to respond?... You can use to always keep improving > stream Why do you want to implement these lesson ideas youll... Can implement right now Introduction to customer service be broken down into manageable ending... 14-17 what does it mean for a moment to perfect their skills how to grade reports. Decisions and champion improvements makes the strategic decisions, while others are geared towards high schoolers adult. And more can be accomplished and optimistic these reflection questions help students think the! Activity involves students identifying good and bad customer service is, by watching. Case that it needs some work, the key to making the puzzle together., concrete, correct and complete becomes applicable during their workday goes to. And can either serve as a lesson resource ) and the Predictive Index assessment PI! Their customer service whether each of the characteristics, the lunch and learns will provide safe! To demonstrate each type of customer service lesson plan you can implement right now met! Money Instructor is a member-based website created to teach crucial career readiness skills to students ; they want know... 1762 0 obj < > stream Why do you feel brand loyalty the perspective of characteristics! A call to keep them motivated and optimistic service inside and out solvency, or which you use... Problems is called customer service lesson # 4 - online customer service looks like and bad examples of maintenance:! For them ; they want to know about customer service has never been needed more acting as face...