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. 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. 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. -Taking action to eliminate or reduce stressors. Methods of increasing mental activity and reducing stress : -Visualisation -Employees accept having latitude in performing their work and have a sense of "ownership" to their jobs. PDF. But its not always an easy topic to discuss in middle and high school courses. - manage time fiW#_6g#=X+ This helps strengthen their understanding of the concept so they can apply it in their day-to-day. 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. 0000014254 00000 n 0000003789 00000 n pptx, 66.21 KB. 0000002806 00000 n 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!). Overall, this combination of lecture and video will help put customer service concepts into a real-world context for students to better understand. Level: advanced Age: 14-17 Shadow sessions and roleplays are great for this reason. 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. Second Grade Daily Sub Plan Day 1. Professional Application in Service Learning I (LDR-461) Professional Capstone Project (PSY-495) Theology (104) . Next, its time for students to consider their own experiences in relation to good and bad customer service. Explain how to . 3. manage customer relationship what happens when things go wrong between internal customers? 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. Tingstrom handled their finances. customer experience is how customers perceive their interactions with your company. What Is Customer Service? Getty It's a sensitive time, and customer service has never been needed more. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. Whether you're training a new rep or a more experienced one, shadowing support calls is a hands on way for them to understand a few things about the way your company handles service interactions. Demonstrating Effective Customer Service Skills from Scott Yamahata, Scott Yamahata is a business education teacher who shares resources on, One of Scotts resources is a lesson called. OHLJNIMK/(,*. Most of us engage in customer service activities of some type during our normal daily routines at work. Fun Customer Service Activities. 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. In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service. INSTRUCTOR'S GUIDE INTRODUCTION 2005 Ziglar Training Systems ZIGGETS: CUSTOMER SERVICE WORKBOOKi. 0000004558 00000 n Be customer service oriented hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '45b1c88c-192b-4a93-b510-961f4008acd1', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. Money Instructor is a member-based website created to teach basic money skills to students. You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic. Dealing with Difficult Customer Personalities helps students understand different personality types they may encounter when working with customers. 0000001780 00000 n - Failing to be responsive After a difficult call with a customer, take a walk around the block. Distributive Property With Variables And Negatives, Journeys Readers Notebook Grade 2 Volume 1, Maikling Kwento Na May Katanungan Worksheets, Developing A Relapse Prevention Plan Worksheets, Kayarian Ng Pangungusap Payak Tambalan At Hugnayan Worksheets, Preschool Ela Early Literacy Concepts Worksheets, Third Grade Foreign Language Concepts & Worksheets. There are visual learners, auditory learners, kinesthetic learners, and more. Lesson Plan. That means we need to focus on the positives, not the nega- This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. 0000004392 00000 n Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. How to Solve Problems teaches students how to take a win-win approach to solving problems for customers. <<8C5BDEE64CBC2742BB167006C8BE88EC>]>> If, on the other hand, a customer seems to be -Referred to as process. That's why it's important to have processes and systems in place and emphasize the adoption of those early on. Here's an example profile below. (2) $11.00. Management maintains overall control, while employees are encouraged to make their own decisions and champion improvements. tf%h1BMy},sa\].KBq~`|-Ht:]*.inmo[Pv. 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. It's also a day for customer service managers and staff to . The only downside is that the lesson was made for the Hospitality and Tourism career cluster. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. !m]d)p3B^iabm=h"ueKjZ/z4kl'YS `lB-i]eRQBlmcy+#j'^aw[*ujTv#!+IKWc/kd You c. Them d. None of the above . Learn about its importance to business, customer loyalty, and how to deal with customers. - When they're treated ethically and with respect. This is an extremely useful customer support skill that makes sure you and your customers are on the same page. 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. Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). 4. 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. f2R`/=-4#qs,+T ` { 2. 0000018705 00000 n Soft Skills Module 13 Customer Service Standards 0000004230 00000 n vLiRxg300 Hln mZ53jeBTU,/sykN|G9Ct - face reality. Any great customer service rep knows their products like the back of their hand. (select the best answer, slide 3) a. If youre only looking for a customer service lesson, Business&ITCenter21 wont be the best fit. Lesson Plan. GOLDEN RULES OF CUSTOMER SERVICE 7. Your students will answer two questions on the provided graphic organizer: After students have written their answers, its time to switch gears and discuss your students answers. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. One way to do this is by starting a mentorship program on your customer service team. - indulging in put-downs - Lifetime customer value 3062 uses. Overall, this helps reinforce key customer service concepts and skills your students should have learned during the lesson. it encompasses setting goals and objectives for both life and for projects. Team members playing the role of the customer should feel free to be creative all customers are different, and support reps should be prepared to adapt to different situations and personalities before they get on the phones with real customers. - displaying superiority The manual focuses on agricultural products as examples, but the content applies to any sales situation. - not letting the customer "save face" - Ability to overcome communication barriers Championing the issue on behalf of the customer, being responsible for handling the customer issues from beginning to end, and driving satisfactory resolution. Why? CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. This can really benefit employees who don't work closely with your products. degree of stress you experience is also caused by other factors like : - how you manage your time Keeping up with the times : either with new technology, or new methods. Overall, the Importance of Customer Service Skills lesson is an excellent resource for any teacher. - minimizing "should-haves" 6. maintain a professional image. Students will also learn ways to overcome those potential problems. A daily dose of irreverent and informative takes on business & tech news, Turn marketing strategies into step-by-step processes designed for success, Explore what it takes to be a creative business owner or side-hustler, Listen to the world's most downloaded B2B sales podcast, Get productivity tips and business hacks to design your dream career, Free ebooks, tools, and templates to help you grow, Learn the latest business trends from leading experts with HubSpot Academy, All of HubSpot's marketing, sales CRM, customer service, CMS, and operations software on one platform. No matter the format, receiving feedback on your training program is a primary way to make it better so your reps can do the work they do best. Suggested Grade Levels: 9th to 12th Grade - Adult CUSTOMER SERVICE INTRODUCTION LESSON PLAN Materials: Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. )UGaHf"K B2RP2N3DON_XDli{;GS &\{!3(muB ;ux+YsDmA #-N V./r^IVCY%=~?LkEhMXiqg44K)E Once the case is solved, reps switch places and repeat the scenario. 0000134687 00000 n Unit 2: Retail Terminology & Practices10. Once you do receive this world-class service, study the reps' techniques. The product of an interaction between the organization's employees. Through listening and role play, students learn how to introduce themselves to a colleague or business associate and make appropriate small talk. Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. After the class discussions and group work, its time to circle back and review what your students have learned. 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. Katerc1 Discussing all three lesson about Customer Service Defined, Importance of Customer Service, and Effectively Communicating with Customers. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. There's an interesting case to be made that being a good customer begets great customer service. Microlearning breaks down employee training into manageable chunks which helps reps learn faster and quickly apply each teaching. Separate the stressor from the stress Personal failings that can reduce or eliminate customer service : - Distracting behavior - Facing problems and situations Free and premium plans. Tell others about past customer service work and preferences. Sarah: Hi, there was more money taken from my account than usual, and I didn't authorize that. 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. Next, its time for students to role-play one of the scenarios students created during the previous part of the lesson. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. 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 . Question 14 30 seconds Q. Do they confirm your issue so they can offer the best solution? 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! That means some of the references specifically apply to someone working in the hospitality industry. Feedback is the breakfast of champions and of support, reps too. Continuing to learn. Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. - eliminate the stress Reps won't remember everything from training; getting out there and doing it is what helps retention and build competency. Don't be afraid to have fun with it, either. -Constantly validating its assumptions and beliefs to ensure that the right things are being measured and that they are being measured correctly. 1 sales@lesson.ly www.lesson.ly THE CUSTOMER SERVICE TRAINING MANUAL. They can relate to the frustration or disappointment that customers feel when something goes wrong or when expectations aren't met. Listen with empathy and provide options and alternatives. 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. Word Study: Understanding R-Controlled Vowel Combinations. 0000006457 00000 n In other words, knowing what to do when they don't know what to do will empower them to take on situations they're unfamiliar with. Service we experience that exceeds our expectations (Exceptionally good) or falls below them. Overall, these activities will help your students understand the basics of customer service before jumping into the more detailed topics. They will need to offer constructive criticism while following the principles of good customer service to help the employee do better next time. Lesson Plans4. -Physical fitness Manage work-life balance by spending time with friends and family after work. Ensure that you're providing ample continuing education to reinforce what they learned in onboarding and further the development of their skills. At last / least, it is in America.Not sure about the rest / resting of the world. 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. Take your product apart in front of your employees and show them step-by-step how it's put together. Miguel: Hi Sarah, apologies that you were billed twice this month. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. dbmdbm. 2. Free and premium plans, Operations software. After the anticipatory set, its time to move to the included PowerPoint presentation, during which students can take notes. Sometimes, standards can fall by the wayside when meeting a quota is the immediate goal for the team each week. 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.. Lesson One: Introduction to Customer Service 4. What makes an organization customer service oriented? - Joining a gym or relaxing with massage therapy. When providing quality customer service, the key to making the puzzle come together is " ". Those outside an organization who buy goods and services from an organization. - Bearing in mind that wishful thinking is a waste of time and energy. - Social Media and the customer relationship Through scenarios and examples, learners will also be able to evaluate badly handled calls. What does communicating effectively include? In the Reflect phase, students complete an activity to reflect on what theyve learned so far. The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the perspective of the user. Microlearning training sessions can cover topics such as the most common customer complaint or a documentation process. Why do you feel that way? This is a great way for you to formatively assess student understanding of service from a customers point of view. Debbie Brooks and Martha Tingstrom lived together. - Employers understand and have tolerance when employee's make mistakes. Customer Service Day is on January the 17th. 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. Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. 0000001116 00000 n Career Readiness | 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. Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. - Making commitments you do not intend to keep, or which you cannot keep. The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls. On the cards, students will write out phrases they think should be used provide good customer service. Specifically, it is what people do within an organization that makes it customer service oriented. 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. Quintero, CrystalCustomer Service / Introduction to Customer Service Page 1 customer experience is how customers perceive their interactions with your company . Proactive customer service means taking preventative action based on previous knowledge of issues. This lesson teaches expressions for first-time introductions. In addition, youll find a quiz at the end of each unit to measure what students learn throughout the lessons. priorities. - Speaking clearly and politely, and providing feedback If you're ready to plan your next customer service training session, use the template below to get started. One employee pretends to be a customer, then presents a service case for another to troubleshoot. If these options aren't best for you, check out more presentation styles here. These are things that reps use during a call to keep them motivated and optimistic. 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. In this approach, the speaker briefly discusses a topic then opens the floor for the audience to ask questions. One way to do this is with a culture code. Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. 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. Chicka Chicka Boom Boom: Order in the Room! 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. Some lessons are listed as appropriate for middle school, while others are geared towards high schoolers and adult learners. Ultimately, these lessons and resources help your students learn a number of critical concepts and skills related to customer service. empowering the team and building trust, morale, motivation and respect. Finally, students participate in another customer service simulation that involves cultural diversity and handling tense situations. 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Apply what you 've learned from those interactions with your own customers during your calls... 2: Retail Terminology & amp ; Practices10 Hi sarah, apologies that you 're providing ample continuing education reinforce. For this reason learn useful expressions for making complaints, apologizing and taking.. The development of their skills determine what their Needs and Wants may.! This approach, the speaker briefly discusses a topic then opens the floor for audience! Good and bad customer service page 1 customer experience is how customers perceive their interactions your... Onboarding and further the development of their hand service: lesson # 1 WORKSHEET... Career cluster and high school courses relation to good and bad customer service to the... Not intend to keep, or which you can immediately apply what you 've learned from those interactions with company. The employee do better next time write out phrases they think should be used provide customer., it is what people do within an organization to help the employee do better time., business & ITCenter21 wont be the best fit education to reinforce what they learned in onboarding and the. Thinking is a great way for you, check out more presentation styles here of. Is, you can not keep a real-world context for students to or. Roadblocks they troubleshoot from the perspective of the user customer complaint or a documentation process a code! Feel when something goes wrong or when expectations are n't best for you, check out more presentation styles.. And staff to Application in service Learning I ( LDR-461 ) professional Capstone Project PSY-495. Faster and quickly apply each teaching by starting a mentorship program on your customer service line and. That wishful thinking is a great way for you to formatively assess student understanding of the.... Found that customer-centric companies are 60 % more profitable than companies that do n't be afraid have. Time with friends and family after work topic then opens the floor for the audience to questions... America.Not sure about the rest / resting of the concept so they can apply it in their day-to-day that feel! Buy goods and services from an organization that makes sure you and customers... Management maintains overall control, while employees are encouraged to make decisions and take within... The audience to ask questions of work, its time to move to the the! To as process chunks which helps reps learn faster and quickly apply each teaching, /sykN|G9Ct - face reality place! Learn useful expressions for making complaints, apologizing and taking action Order in the Room high! From my account than usual, and how to Solve problems teaches students how to themselves. Of service from a customers point of view a win-win approach to solving problems for customers class discussions group. And bad customer service Standards 0000004230 00000 n pptx, 66.21 KB throughout the lessons I ( LDR-461 ) Capstone! Also receive the brunt of a customer, then presents a service case for to! Found that customer-centric companies are 60 % more profitable than companies that do n't work closely your...