In these scenarios, speakers often use metaphors and paradoxes to compare confusing points with other topics that the audience is more familiar with. Customer experience is common, so nearly everyone has a conception of what "good" customer service looks like. 0000134687 00000 n By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. It's a crucial first step to doing better work. The theme of this lesson is handling complaints in business. - Take notice 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. Students include the four characteristics of good customer service throughout the report when explaining how they would handle the situations. Miguel: Hi Sarah, apologies that you were billed twice this month. The support rep is essentially telling the customer that no, they can't offer them a discount. Lesson Plan. In addition, youll find a ready-to-use customer service lesson plan you can implement in your classroom in minutes! However, those conceptions may not be concrete enough or align with the vision you have for your organization. <<8C5BDEE64CBC2742BB167006C8BE88EC>]>> 0000134143 00000 n When providing quality customer service, the key to making the puzzle come together is " ". Excellent assessment is all about listening to team members, reviewing data, and considering the market. Next, we'll discuss some tips designed to help make customer service training more effective and "sticky.". Overall, this combination of lecture and video will help put customer service concepts into a real-world context for students to better understand. August 26, 2021. . 0000005146 00000 n In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service. 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. Whatever the topic, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others. 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. 1. - Ignoring teamwork. Money Instructor is a member-based website created to teach basic money skills to students. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. Enter your search below and hit enter or click the search icon. 0000008303 00000 n Students study a text on the importance of welcoming customer complaints and dealing with problems promptly. Lesson Plans4. You c. Them d. None of the above . empowering the team and building trust, morale, motivation and respect. 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. - Practice long-range planning Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management With this presentation, the speaker retells experiences that are relevant to their audience. Customer service representative smiling while helping client. -how organized you are 0000005359 00000 n State whether each of the following is an indicator of a companys liquidity, solvency, or profitability. Once the case is solved, reps switch places and repeat the scenario. it encompasses setting goals and objectives for both life and for projects. 0000004069 00000 n - Making commitments you do not intend to keep, or which you cannot keep. -Channeling your energies positively. This is an extremely useful customer support skill that makes sure you and your customers are on the same page. Since it's not a real customer, reps have a safety net that lets them practice new techniques they may not have tried before. startxref - Speaking clearly and politely, and providing feedback 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. Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. If reps are feeling undervalued by your customers or even upper management have them write customer letters. 0000135259 00000 n With that in mind, start by setting expectations so that everyone begins on the same page. This helps strengthen their understanding of the concept so they can apply it in their day-to-day. dbmdbm. 3. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. 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 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. Start with Customer Service Activities. 0000000016 00000 n Delete the wrong word in each of the pairs of italics.. 0000006325 00000 n - how satisfactory your physical work environment is. Write 5 personal goals and 4 personal dreams. Name a time when you got good or bad customer service. Bring your best self to work by getting enough sleep each night. xb```b``Yd\eb@ !V(x@/=djX k/P%s )P>m;CiWMHRR;N6lcC@] %fG\ The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. The curriculum includes a Customer Service module that teaches students the importance of customer service and an employees role in delivering good customer service. Real calls can give you insight into real expectations, and input from team members can provide a unique perspective to help reps constantly improve. Feedback is the breakfast of champions and of support, reps too. 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. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class. After the anticipatory set, its time to move to the included PowerPoint presentation, during which students can take notes. In addition, youll find a quiz at the end of each unit to measure what students learn throughout the lessons. 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. Specifically, the student will act as an employer of a new employee who provided bad customer service. Then one at a time, each group will act out a scenario of either good or bad customer service. In the Reinforce phase, students complete up to seven projects and activities that review what they've learned in the Customer Service module. This resource lists all of the company's values and what it expects from its employees. Instruct students to fill out the second question on the worksheet from Money Instructor: Consider a school or workplace. This exercise can help reps master the soft skills that can dramatically impact a customer service case. To practice growing your reflective listening skills, break team members into pairs, and ask them to take turns responding to their partner by reflectively listening. -Referred to as process. 50 Activities for Achieving Excellent Customer Service 3. This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. Students pick a customer service scenario (provided as a lesson resource) and brainstorm strategies to provide a good experience. Here you can find worksheets, lesson-plans, flash-cards, exercises and activities for teaching customer service, page 2 . Now its time to introduce students to the difference between reactive and proactive customer service. 3. 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. Scenario discussions make for an interactive ice breaker, especially if you're training a large group. Includes student lesson and printable worksheet. ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. Texas CTE is an online resource center for CTE teachers to find instructional materials and professional development opportunities. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. 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. 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. Manage work-life balance by spending time with friends and family after work. Tolls and training necessary for its employees - face reality. Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. One way to do this is with a culture code. Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). 0000001780 00000 n 2. In the case that it needs some work, the second goal can be accomplished. Or, if the interaction is significantly negative, discuss the missteps that were taken and what could be done next time to avoid a similar outcome. Having casual conversations about your company's customer service standards absolutely counts as training and it's a simple way to keep this critical goal at the core of your processes and daily activities. 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. once a goal is defined, it should be broken down into manageable steps ending with a definite conclusion or checkpoint. - Ability to overcome communication barriers Learners participate in the 'Discussing Customer Service Task'. See pricing, Marketing automation software. 0000004001 00000 n 0000006721 00000 n 0000003720 00000 n The friendly competition and gamification of the training session can help reps confirm what they already know and retain what they don't so that after the game is over, they can apply their product knowledge when offering solutions to customer issues. Your customer service training should cover three aspects of the service function: attitude, skills, and knowledge. Customers don't simply want their problems solved for them; they want to be heard. Plan to accomplish a personal goal via 5 written steps. This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. *Click on Open button to open and print to worksheet. Identify a characteristic of good customer service not listed in the lesson. They recap what happened, why it happened, and how they overcame it. 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. 2. Personal failings that can reduce or eliminate customer service : - Distracting behavior UkK\8M0 zHR!n3~JHN18 &a,h&c#3H-A>MD#%bp4? involves dealing with an issue when it comes up. what must an organization provide in terms of customer service? These activities review concepts including ethics in customer service, customer service simulations, identifying the most important skills in a customer service career, and understanding the customer's journey at a particular company. - minimizing "should-haves" What does communicating effectively include? 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. Most of us engage in customer service activities of some type during our normal daily routines at work. Separate the stressor from the stress 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. This is a good way to wrap up the lesson and reinforce the customer service concepts taught throughout the lesson. AzQ Should be specific, measurable, realistic, and have a specified completion date. customer service worksheets, and more. 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. Chicka Chicka Boom Boom: Order in the Room! That means some of the references specifically apply to someone working in the hospitality industry. 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. A great test that new support reps should take before getting on the phones is a product demonstration. 1 sales@lesson.ly www.lesson.ly THE CUSTOMER SERVICE TRAINING MANUAL. First, they'll get a sense of the types of calls that come in. 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. Tell others about past customer service work and preferences. What should you do if you have to say no to a customer? 0000003360 00000 n One or more lesson plans are currently not available. Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. (We do it here at HubSpot.) 0000006110 00000 n When is a customer more likely to respond positively? Customer Service. They work to understand what the customer really needs, and not just what they asked for. That's because they're working on the front lines with customers, acting as the face of your business. These interactions may include online transactions, comments on social . Customer Service Lesson #4 - Online Customer Service Training by High Speed Training . CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. Why? 1762 0 obj <>stream Soft Skills Module 13 Customer Service Standards Problems with In-Person Customer Service teaches students common problems that may occur when working face-to-face with a customer. 0 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. *Click on Open button to open and print to worksheet. Texas Gateway: Lesson Plan: The Importance of Customer Service Skills, Lesson Plan: The Importance of Customer Service Skills.docx, The Importance of Customer Service Skills.pptx, Maslows-Hierarchy-of-Needs-in-Hospitality-and-Tourism-Key.pdf, Maslows-Hierarchy-of-Needs-in-Hospitality-and-Tourism.pdf, Note-Taking-The-Importance-of-Customer-Service-Skills.pdf, Rubric-for-Worst-Best-Case-Guest-Scenarios2.pdf, The-Importance-of-Customer-Service-Word-Search-Key.pdf, The-Importance-of-Customer-Service-Word-Search.pdf, Worst-Best-Case-Guest-Scenario-Cards2.pdf, Governor's Committee on People with Disabilities, Texas Higher Education Coordinating Board, The Workforce Innovation and Opportunity Act (WIOA), Performance-based Monitoring and Interventions (PBMAS). 0000002851 00000 n Reps won't remember everything from training; getting out there and doing it is what helps retention and build competency. 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. Youve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. -Ensuring that your written communications are clear, concise, concrete, correct and complete. Reflective listening is repeating what people say when you respond to them. Apps like Headspace or YouTube videos can help if you want to practice as a team, too.
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