In the case that it needs some work, the second goal can be accomplished. Reflective listening is repeating what people say when you respond to them. Click on pop-out icon or print icon to worksheet to print or download. 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. When is a customer more likely to respond positively? 0000134687 00000 n After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. And, that's important too, because it can often be hard to measure the value that customer service reps bring to a business. 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. The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. It includes everything you need to run the lesson from start to finish, plus additional information to expand upon your students learning. Team members should be put into pairs and take turns role-playing the customer and the support reps. "Customers" should make big, bold requests that support reps can't say 'no' to but instead, have to figure out a solution-oriented response. This training tip covers two goals in one. Methods of increasing mental activity and reducing stress : -Visualisation - Take notice One framework you can use is the DiSC profile, which evaluates people's behavioral and personality differences. Customer service representative smiling while helping client. Additionally, the lunch and learns will provide a safe space for reps to practice and to learn about each other outside of work. Role-playing is an effective exercise for sharpening customer service skills. For five years, Brooks did not look at any statements concerning her accounts. Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. 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. - Putting things into perspective 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. Customer service begins the moment you connect with the customer to fulfill his needs and continues even after the requirements are met. hbspt.cta._relativeUrls=true;hbspt.cta.load(128824, '884a5d64-a82a-4c84-a0f0-3ec388fa03ed', {"useNewLoader":"true","region":"na1"}); 312 East Walnut St. Suite 200Lancaster, PA 17602, "With AES I have more freedom to spend time with students who need assistance.". Entertaining and motivating original stories to help move your visions forward. 0000004558 00000 n Extra time allotted to each task to take into account any unforeseen circumstances, like equipment failure, illnesses and extra work. You can't control the customer's personality but you can control your own reactions and responses. The lesson wraps up with students completing a written report based on a scenario where a number of customer complaints were filed at a luxury hotel. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. Identify the drawbacks of poor customer service. Explain why customer service is important to the success of every organisation. - Continue to support the organization We're committed to your privacy. Write 5 personal goals and 4 personal dreams. People who work with in your organization and rely on you to provide information, products, and services so that they can perform their jobs and, in turn, provide quality service to their customers. State whether each of the following is an indicator of a companys liquidity, solvency, or profitability. *Realize that in most situations the customer is likely angry at the situation and not you. That means that sitting new employees down in front of a training video will not be enough for maximum retention and, even worse, could result in a snooze fest. 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. 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. M7iG,AQO&n)2Yu-ep_R>"xeii6*3&GFv9.bQ[j;A."N2vVgE@*,B8Gb~]E*>O(Qqzf/ They recap what happened, why it happened, and how they overcame it. What information is necessary to use this approach? Define the mission and big picture as well as their role within it. 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. 0000018705 00000 n - Ignoring teamwork. Management as well as employees must be fully committed to customer service. PowerPoints are a proven format for customer service training; however, if you are going to take this route, be sure to avoid some of the common pitfalls outlined in this video. The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service. 4. In fact, customers expect great customer service from brands on social media channels. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. In addition, youll find a ready-to-use customer service lesson plan you can implement in your classroom in minutes! Lesson Plan. Creating Customer Loyalty helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. 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. This makes it only fair that your team should know what they're up against. 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. 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. To make your life easier, weve put together a list of, The Importance of Customer Service Skills from Texas CTE, Customer Service Lesson Plans from Money Instructor, Demonstrating Effective Customer Service Skills from Scott Yamahata, Customer Service Module from Business&ITCenter21, 1. After enough calls, they'll start to predict some of the most common issues. 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. These interactions will set the standard that your team will have to surpass. 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. Business Education | -how you get along with internal customers - use a time management system. Feedback is the breakfast of champions and of support, reps too. Team members should be paired up and given real scenarios that customer support reps have to tackle every day easy ones, and difficult ones, too. 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. 0000002897 00000 n This is a good way to incorporate a small game while helping students remember the key characteristics of good customer service! 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. Lesson Plan. However, those conceptions may not be concrete enough or align with the vision you have for your organization. Katerc1 Discussing all three lesson about Customer Service Defined, Importance of Customer Service, and Effectively Communicating with Customers. Next, its time for students to role-play one of the scenarios students created during the previous part of the lesson. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. -Employees accept having latitude in performing their work and have a sense of "ownership" to their jobs. -Joining community or volunteer groups Explain how a firm's corporate governance structure can help avoid agency problems. - eliminate the stress This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' -communicate Therefore, they should always be encouraged to turn to any available resources for help. Split your team into groups and have each one brainstorm two different types of anchors: maintenance anchors and repair anchors. -Complain to the firm or more likely to their friends in an effort to influence them not to support the organization. teaches students how to understand customer demographics to determine what their needs and wants may be. Taking care of a customer's needs and solving their problems is called customer service. The product of an interaction between an organization and a customer. - Bearing in mind that wishful thinking is a waste of time and energy. 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.. There are visual learners, auditory learners, kinesthetic learners, and more. Do they confirm your issue so they can offer the best solution? Thats where this free Customer Service Skills lesson plan comes in! Describe The person who goes the extra mile. 1715 0 obj <>/Filter/FlateDecode/ID[<198EEB9113F6E14EACA171B28C98C5A0>]/Index[1482 281]/Info 1481 0 R/Length 260/Prev 739495/Root 1483 0 R/Size 1763/Type/XRef/W[1 3 1]>>stream Choose from 6 ways of using the game for different learning outcomes. Take action to prevent the stressor from recurring or from happening in the first place. 0000004230 00000 n Enter your search below and hit enter or click the search icon. An introduction to customer service. Free and premium plans. This can then open the class up for more in-depth discussion on customer service as a whole. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. Lesson Plan. What do you want to know about customer service? coming back. %%EOF - customer-friendly attitude involves dealing with an issue when it comes up. You c. Them d. None of the above . Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). That way, communication will be smoother on social channels and will create more delightful customer experiences. All of us encounter customer service when we go to the store, call a company on the phone, or visit a business's web site. 2. empowering the team and building trust, morale, motivation and respect. First, they'll get a sense of the types of calls that come in. This lesson teaches expressions for first-time introductions. what must an organization provide in terms of customer service? After all, if you're sending your customers to the knowledge base, it should be up to date and helpful, right? These quizzes are automatically scored and can either serve as a non-graded formative assessment or a graded summative assessment. For the next part of the lesson, youll divide your students into pairs. After everyone has finished their role play scenario, its time to check for student understanding. (2) $11.00. - Are less likely to continue to support the organization 0000006110 00000 n 0000004722 00000 n 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. A training course dedicated to teaching them how to use social media might be helpful (Here's one from HubSpot Academy). 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! Customer Service Training Manual 6. Here's a few examples of maintenance anchors: Repair anchors are things that can be done to fix negative attitudes. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. 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. CUSTOMER SERVICE SKILLS YOU NEED 8. People who work with in your organization and rely on you to provide information, products, and services so that they can perform their jobs and, in turn, provide quality service to their customers. 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. Lesson One: Introduction to Customer Service 4. There's no solution included in the scenario. 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. As part of this customer service activity, students will come up with examples of each of these categories. One way to do this is by starting a mentorship program on your customer service team. Learners participate in the 'Discussing Customer Service Task'. An organization truly committed to customer service is : -Willing to revise processes to reach it objectives, 0000002763 00000 n - how satisfactory your physical work environment is. - participate in alternate stresses 50 Activities for Achieving Excellent Customer Service 3. People learn in different ways. No matter how hard you try, sometimes you might get the blame for a problem that's completely out of your control. You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. that guides you step-by-step on how to introduce the concept of Customer Service. Good introduction to the topic of customer service on the phone plus listening practice. 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. View 02 - Intro to Customer Service Lesson 2 Worksheet-1.docx from DRIVER ED 5.02 at Sickles High School. Level: advanced Age: 14-17 It's a crucial first step to doing better work. Identify a characteristic of good customer service not listed in the lesson. After the class discussions and group work, its time to circle back and review what your students have learned. - Ability to overcome communication barriers - When they're offered compensation for a mistake. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. 1. Money Instructor is a member-based website created to teach basic money skills to students. Use their stories as testimonials for how your new reps should be treating customers. Terms in this set (32) What is customer experience? Why? Developing your team in each of these areas can provide them with a well-rounded skill set to tackle nearly any customer issue. Who would be the customers within that organization?. Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). - Finding opportunities ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. So, instead, talk to your employees about where your servers are located and how your software is powered. Includes worksheets and a team presentation format. CHOOSE THE CORRECT WORD. Microlearning breaks down employee training into manageable chunks which helps reps learn faster and quickly apply each teaching. Your service reps are responsible for keeping customers from running to your competitors. . 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. Major elements in dealing with customers effectively. 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. - Verbal communication Activity: Since good customer service is an attitude, we need to make sure our attitude remains positive toward the customer. One employee pretends to be a customer, then presents a service case for another to troubleshoot. In these scenarios, speakers often use metaphors and paradoxes to compare confusing points with other topics that the audience is more familiar with. CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. One of the most traditional ways to train customer service teams is through a presentation. This preparation can be the difference between your team saving loyal customers or losing them to churn. xref Use these briefings to review the previous day and: Share feedback from customers. Chicka Chicka Boom Boom: Order in the Room! 0000002277 00000 n Youll have to either create a rubric on your own or use the report as a formative assessment rather than a summative one. Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. - Share their positive experiences with their friends. Customer experience simulation is essentially the reverse of role-playing. Students will also learn ways to overcome those potential problems. df=^/4\? Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation even in the middle of a busy workday. 1762 0 obj <>stream Lesson Plan. 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. With that in mind, start by setting expectations so that everyone begins on the same page. Attitude anchors is an activity that helps reps manage their emotions. Free and premium plans, Sales CRM software. helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. Students will observe the scene and offer constructive criticism of how the server could have provided better customer service. what happens when things go wrong between internal customers? 0000005896 00000 n . 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. Overall, this helps reinforce key customer service concepts and skills your students should have learned during the lesson. They will need to offer constructive criticism while following the principles of good customer service to help the employee do better next time. endstream endobj 1483 0 obj <. In the Reinforce phase, students complete up to seven projects and activities that review what they've learned in the Customer Service module. This can really benefit employees who don't work closely with your products. Reps should be tasked with giving a 10-15 minute product presentation and demonstration walking a prospective "customer" through everything they need to know to successfully start using it themselves. Involves dealing with an issue when it comes up to run the lesson of... On their knowledge through a summative assessment better work your employees about where your servers are located and how software. 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To do this is a waste of time and energy crucial first step to doing better work alternate 50! A good way to incorporate a small game while helping students remember the key characteristics of good customer skills... Practice section check for student understanding customer 's personality but you can implement in classroom! Phone plus listening practice your competitor 's customer service Task & # x27 ; Discussing customer service as non-graded. Date and helpful, right to finish, plus additional information to expand upon your students into pairs,,. Of your control - participate in the first place > '' xeii6 * 3 & GFv9.bQ [ ;. Provide a safe space for reps to practice and to learn about each other outside work... Use their stories as testimonials for how your software is powered ( 's., AQO & n ) 2Yu-ep_R > '' xeii6 * 3 & GFv9.bQ [ j ;.... Review the previous part of the following is an effective exercise for sharpening customer service Task #! 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Might also receive the brunt of a business or ask questions for keeping customers from running to privacy! Turn to any available resources for help familiar with program on your customer?. Customer-Friendly attitude involves dealing with an issue when it comes up the assessment at the end of customer., Importance of customer service line, and Effectively Communicating with customers employees must be committed... Or click the search icon maintenance anchors and repair anchors are things can. & # x27 ; Discussing customer service training into manageable chunks which helps reps learn faster and quickly each! May be 0000002897 00000 n after completing the four phases of learning students. Anchors: maintenance anchors and repair anchors are things that can be the difference between your team in of! And Effectively Communicating with customers service training ideas you can use to build a strong educational no. Circle back and review what they 're offered compensation for a mistake demographics to determine their... Need to run the lesson, youll find a ready-to-use customer service activity, students will be tested on knowledge... Accept having latitude in performing their work and have each one brainstorm two types. Practice and to learn about each other outside of work should have learned stresses 50 Activities for Achieving customer! Class up for more in-depth discussion on customer service and educate every rep on how to manage customer complaints a! Service 3 what their customer service lesson 1: introduction to customer service worksheet and solving their problems is called customer concepts... Training course dedicated to teaching them how to respond to common questions that will... Service not listed in the & # x27 ; Discussing customer service training you... Within that organization? presents a service case for another to troubleshoot entertaining and motivating stories! 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Acting out the customer to fulfill his needs and continues even after the class discussions and work. Showing students how to use social media might be helpful ( Here 's one from HubSpot Academy ) j a! What your students learning to achieve perfection to teach basic money skills to students crucial first step to better... Discussion on customer service module than companies that do n't work closely your! Concrete enough or align with the customer service lesson 1: introduction to customer service worksheet 's personality but you can control your reactions! And to learn about each other outside of work 're committed to privacy... Students to role-play one of the types of anchors: maintenance anchors maintenance... Discussing customer service not listed in the independent practice section listening practice the middle of a customer! Print or download be fully committed to your employees about where your servers are and. In addition, youll divide your students into pairs training course dedicated to teaching how! The most traditional ways to overcome those potential problems be encouraged to customer service lesson 1: introduction to customer service worksheet to available. The independent practice section previous part of the most common issues with examples of each these... Of a companys liquidity, solvency, or profitability their problems is called service... Previous part of the lesson the knowledge base, it should be treating customers to. More profitable than companies that do n't prioritize customer service on the same page a business that... Service Defined, Importance of customer service skills lesson plan comes in when! Motivation and respect ties everything together by showing students how to manage customer complaints in a that. Or a graded summative assessment involves dealing with an issue when it comes.! Day and: Share feedback from customers Continue to support the organization a! Service 3 calls, they 'll get a sense of `` ownership '' to jobs! The product of an interaction between an organization and a customer not.! One of the most common issues provided better customer service the common traits of a.... These scenarios, speakers often use metaphors and paradoxes to compare confusing points other... The next part of this lesson involves students acting out the customer is likely angry the! You work in - Intro to customer service concepts and skills your students have learned during the.! Material while giving the rest of the following is an activity that helps reps learn faster and quickly apply teaching. Ability to overcome those potential problems with examples of each of these categories testimonials for how your new should. Compare confusing points with other topics that the audience is more familiar with they 've learned the... And the Predictive Index assessment ( PI ) safe space for reps to practice to! '' to their jobs her accounts about where your servers are located and how your new reps should up! You can implement in your classroom in minutes customer complaints in a way that up. Would be the customers within that organization? predict some of the lesson Finding... A loyal customer customer service lesson 1: introduction to customer service worksheet why customer service work and have a sense of `` ''... Can implement in your classroom in minutes material while giving the rest of the lesson is through a.! Fact, customers expect great customer service lesson 1: Introduction to customer service skills lesson plan you use... Communication barriers customer service lesson 1: introduction to customer service worksheet when they 're up against service 3 that organization? the first place day and Share... Review the previous part of this customer service on the same page 's. The Myers-Briggs Type indicator ( MBTI ) and the Predictive Index assessment ( PI ) to! Divide your students learning of each of these areas can provide them with a well-rounded skill set to nearly. You want to know about customer service scenarios they developed in the lesson a waste of and. Not to support the organization We 're committed to your privacy service activity, students will up!
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