- displaying superiority VJ`ctY(Kx1 9cUvbaUy(\/W T+{0 wARKP'. customer experience is how customers perceive their interactions with your company. Separate the stressor from the stress 0000005359 00000 n This is a great way for you to formatively assess student understanding of service from a customers point of view. Reflective Listening. Start with Customer Service Activities. Therefore, they should always be encouraged to turn to any available resources for help. Delivering Exceptional Customer Service has an impact on: - The customer experiencing the service Every rep is going to have a bad call, and it's important to not carry their negative emotions into the next one. Here's an example profile below. That way, communication will be smoother on social channels and will create more delightful customer experiences. But its not always an easy topic to discuss in middle and high school courses. Role place Customer service. The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. 50 Activities for Achieving Excellent Customer Service 3. pptx, 66.21 KB. How to Solve Problems teaches students how to take a win-win approach to solving problems for customers. Successful companies don't wait for a problem to happen, they anticipate it and prepare their teams accordingly. 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. Career Readiness | If, on the other hand, a customer seems to be 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. Objective: Students will understand what customer service is and how it impacts business and consumers. 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. 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. Ensure that you're providing ample continuing education to reinforce what they learned in onboarding and further the development of their skills. 0000004937 00000 n 50 Activities for Achieving Excellent Customer Service 3. - Putting things into perspective This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. What do you want to know about customer service? Activity worksheets and Answer Keys are included to support ALL . You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic. People are vulnerable and scared. The only downside is that the lesson was made for the Hospitality and Tourism career cluster. Overall, this helps reinforce key customer service concepts and skills your students should have learned during the lesson. 2. management makes the strategic decisions, while employees work in teams to make and implement decisions affecting their work. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. With this method, management or team leads gather employees together for a meeting then discuss a service topic in-depth. once a goal is defined, it should be broken down into manageable steps ending with a definite conclusion or checkpoint. 4. handle customer-related challenges dbmdbm. 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. OHLJNIMK/(,*. - Making commitments you do not intend to keep, or which you cannot keep. First, your reps can review the materials in your knowledge base to better solve customer problems. Name a place where you feel brand loyalty. That means some of the references specifically apply to someone working in the hospitality industry. Ma(/ f`Zv(d Bd87 7 1482 0 obj <> endobj 3. -how you balance your work and personal time six main elements to provide good customer service. You can learn a lot about a customer by being observant. The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the perspective of the user. If you're looking for a motivational format, you can try storytelling. 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. Students will also learn ways to overcome those potential problems. An introduction to customer service. 4.3. 0 Personal failings that can reduce or eliminate customer service : - Distracting behavior Next, break the group into smaller teams to discuss the scenario. 0000004722 00000 n - indulging in put-downs One framework you can use is the DiSC profile, which evaluates people's behavioral and personality differences. 1. customer service 2. Scott Yamahata is a business education teacher who shares resources on California Educators Together -- an online community where CTE teachers can find curriculum resources. of a business English course, and provides a good opportunity for the student(s) and teacher to get to know each other. 0000002632 00000 n It is the Includes worksheets and a team presentation format. Developing your team in each of these areas can provide them with a well-rounded skill set to tackle nearly any customer issue. This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. Finally, students participate in another customer service simulation that involves cultural diversity and handling tense situations. After a difficult call with a customer, take a walk around the block. CUSTOMER SERVICE SKILLS YOU NEED 8. - Maintaining a sense of humor In total, the Customer Service module has 20 class hours worth of curriculum content to help teach the customer service skills. This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. df=^/4\? Clear understanding about its purposes and objectives 2. Reactive customer service involves dealing with an issue when it comes up. Identify main customer service/retail sales responsibilities and jobs. Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. Apps like Headspace or YouTube videos can help if you want to practice as a team, too. However, this doesn't exclude your team from performing activities that can help them sharpen their skills. This makes it only fair that your team should know what they're up against. involves dealing with an issue when it comes up. What is customer service? Reduce stress by reminding yourself of three things or people you're grateful for each day. As a manager, you can't be everywhere at once no matter how hard you try. Now resume the video, pause at 3:19, then pose the following: Explain the purpose of a call center. 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 ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. Then one at a time, each group will act out a scenario of either good or bad customer service. 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. Learners participate in the 'Discussing Customer Service Task'. Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. This can really benefit employees who don't work closely with your products. Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. 6. maintain a professional image. Free and premium plans, Customer service software. 0000001116 00000 n Maintenance anchors are actions that can be taken to maintain a positive attitude. Learners complete the 'Describing Customer Service' Worksheet. Our fun icebreaker or customer service game focusing on Targets, Planning, Resource Management and Customer Service. If your product is software, obviously, it can be tricky to take apart. Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. Improving your customer service skills is like improving your golf swing. The curriculum includes a Customer Service module that teaches students the importance of customer service and an employees role in delivering good customer service. Take action to prevent the stressor from recurring or from happening in the first place. Train and onboard your new customer support hires with this downloadable template. Brain Break 1. Ingrid Vaughan Business Writer . 4. Folder #1: Customer Service Lesson Plan and PowerPoint Packet----- Lesson . Repair anchors might look something like this: Once each list is built, hang them up where reps can easily see them. AzQ 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. - Remembering that you cannot control everything but you can be in complete control of how you respond. 3 elements of a customer service oriented organizational environment. Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management -put facts before emotions 1. Let's review some below. A closed question: answer choices requires only a one-word or short answer. *Realize that in most situations the customer is likely angry at the situation and not you. Should be specific, measurable, realistic, and have a specified completion date. Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). Question 14 30 seconds Q. 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. Sometimes, working on the front lines of customer support can be really stressful. what must an organization provide in terms of customer service? Management support through : Start studying Lesson 1: Customer Service Skills. June 01, 2022, Published: Continuing to learn. As part of this customer service activity, students will come up with examples of each of these categories. - Speaking clearly and politely, and providing feedback Fun Customer Service Activities. What information is necessary to use this approach? customer service printable worksheets, powerpoints and online exercises order results: . View 02 - Intro to Customer Service Lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles High School. - Ignoring teamwork. After the anticipatory set, its time to move to the included PowerPoint presentation, during which students can take notes. Chicka Chicka Boom Boom: Order in the Room! Buzz Briefings. 0000004230 00000 n - customer-friendly attitude They can relate to the frustration or disappointment that customers feel when something goes wrong or when expectations aren't met. -Employees accept having latitude in performing their work and have a sense of "ownership" to their jobs. Some people become paralysed by trying to achieve perfection. For example, if a rep had a really positive interaction with a customer, have that employee talk about that call and what they did to create such a delightful experience. 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. But when customers are upset or frustrated, answering their requests with a flat-out 'no' might serve to aggravate them and won't move the conversation forward. They can get a feel for real-life scenarios they'll encounter before they're immersed in them. Overall, these activities will help your students understand the basics of customer service before jumping into the more detailed topics. 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. Soft Skills Module 13 Customer Service Standards One of the best ways to build empathy is by taking on the perspective of the customer. The product of an interaction between the organization's employees. In terms of Customer service : What is Metrics? (select the best answer, slide 3) a. On a regular basis, support teams should take turns giving presentations during a group lunch. it encompasses setting goals and objectives for both life and for projects. customer service worksheets, and more. Customer experience simulation is essentially the reverse of role-playing. - Take notice Delete the wrong word in each of the pairs of italics.. Unit 2: Retail Terminology & Practices10. This isn't specific to customer support, but it's a good idea for new reps to take a personality test to learn how they work and communicate best with others. Students study a text on the importance of welcoming customer complaints and dealing with problems promptly. There are a few types of presentations you can use to conduct training. 0000006589 00000 n This preparation can be the difference between your team saving loyal customers or losing them to churn. six main elements to provide good customer service 1. 111 41 - Finding opportunities Next, its time for students to consider their own experiences in relation to good and bad customer service. -learning to say "no" without upsetting the customer 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. Level: advanced Age: 14-17 There's no solution included in the scenario. Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. -Physical fitness Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. -Solving Problems Skillfully - Being committed to continuing quality customer service. priorities. empowering the team and building trust, morale, motivation and respect. What does communicating effectively include? (We do it here at HubSpot.) In the case that it needs some work, the second goal can be accomplished. 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. Do they confirm your issue so they can offer the best solution? - Fighting for the last word After a few minutes, call on a student from each group to share one of the scenarios that was shared. The lesson has four main objectives for students: Identify and define vocabulary used to enhance customer service Evaluate why it's important to use a guest's name Discuss and explain what customer service is and why it's important Develop strategies to anticipate guest needs On the cards, students will write out phrases they think should be used provide good customer service. %%EOF Customer Service Lesson Plans from Money Instructor, Along with the lessons on money skills, they have a section on the website dedicated to career, work, and business lessons -- including, Dealing with Difficult Customer Personalities, Using Dissatisfied Customers to Improve Loyalty. Though the site is run by the Texas Education Agency (TEA), a teacher in any state can use the content. Students will experience the different results of customer service decisions they make. Before building a positive relationship with your customer, you must know who they are. Lesson Plan. Showing top 8 worksheets in the category - Customer Service. Practicing active listening and communication techniques is paramount to delivering great experiences, and by cultivating these skills among your team, you're setting them up for success. Bring your best self to work by getting enough sleep each night. -Joining community or volunteer groups - Are less likely to continue to support the organization The lesson has four main objectives for students: The lesson plan includes step-by-step directions for you to follow, along with instructional materials, related resources, and teaching strategies. - Avoiding the issues What makes an organization customer service oriented? what must an organization provide in terms of customer service? For the third activity, students discover behavioral patterns and their own primary behavioral pattern. Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. 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. August 26, 2021. Includes student lesson and printable worksheet. Customer experience is the interaction between a business and its customer, which can impact the success of the business. First, they'll get a sense of the types of calls that come in. Identify who their customers are. The lesson is also broken into six parts: The anticipatory set is how youll introduce students to the concepts of customer service. 0000134143 00000 n The product of an interaction between an organization and a customer. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences. In this section, youll divide students into groups of four and hand out index cards to each group. This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. signifies our reactions to situations in the workplace that pose demands, constraints or opportunities. These reflection questions help students think about the overarching concepts of customer service in relation to their own experiences. Outlines and gives examples of various yes/no and open-ended questions and possible answers. This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' - use a time management system. 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. - Take notice Lesson Plan. However, social media is still relatively new to customer service, and not all of your reps may be as experienced with using these platforms for professional needs as opposed to personal updates. As a whole, these lesson plans can fill six hours of class time and provide a variety of ways for your students to learn and practice customer service skills. Also means developing action plans that address deficiencies and enhance service. degree of stress you experience is also caused by other factors like : - how you manage your time What should you do if you have to say no to a customer? We close with two highly valuable tools to put in your customer service toolkit - the Customer Needs Analysis and the Customer Survey. Management as well as employees must be fully committed to customer service. Professional Application in Service Learning I (LDR-461) Professional Capstone Project (PSY-495) Theology (104) . - Employers understand and have tolerance when employee's make mistakes. Even better, if you touch on these concepts early, they'll be equipped with new skills to practice during the rest of the training (which is a win-win for you as the trainer). As an owner or manager, it's your job to ensure all employees are working towards the same goal. 0000003360 00000 n At last / least, it is in America.Not sure about the rest / resting of the world. Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). This exercise will teach support reps how they can still be helpful if they don't give a customer the answer they want to hear. GOLDEN RULES OF CUSTOMER SERVICE 7. - Trying new ways of doing things 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. 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. They will need to offer constructive criticism while following the principles of good customer service to help the employee do better next time. Customer service begins the moment you connect with the customer to fulfill his needs and continues even after the requirements are met. Featured Resource: Customer Support Training Template Download this Template. 0000002763 00000 n When providing quality customer service, the key to making the puzzle come together is " ". Here students learn an introduction to customer service and the various related terminology and vocabulary. If these options aren't best for you, check out more presentation styles here. People learn in different ways. You can't control the customer's personality but you can control your own reactions and responses. The first activity involves students identifying good and bad examples of customer service by reviewing three provided scenarios. That is, by simply watching for a moment. Hln mZ53jeBTU,/sykN|G9Ct You can also have students tape the index cards to your wall or bulletin board to serve as a reminder of good customer service habits on a daily basis! Customer service representative smiling while helping client. 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.. This involves students using critical thinking to answer questions about customer service and its role in businesses. Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who The main downside of this resource is the lack of materials included.