Any great customer service rep knows their products like the back of their hand. Editor's note: This post was originally published in July 2020 and has been updated for comprehensiveness. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. -increase mental activity Customer Service Day is on January the 17th. That's because they're working on the front lines with customers, acting as the face of your business. Chicka Chicka Boom Boom: Order in the Room! 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). Delivering Exceptional Customer Service has an impact on: - The customer experiencing the service Displaying all worksheets related to - Customer Service Skills. - Fighting for the last word A training course dedicated to teaching them how to use social media might be helpful (Here's one from HubSpot Academy). what must an organization provide in terms of customer service? - Empowering employees to make decisions 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. Dealing with Customer Complaints teaches students effective strategies for handling complaints both in a proactive and reactive manner. In terms of Customer service : What is Metrics? When is a customer more likely to respond positively? Showing the problem and the solution in the same video can make the context of the training more clear, especially if you add a voiceover to the video. After all, if you're sending your customers to the knowledge base, it should be up to date and helpful, right? helps students understand different personality types they may encounter when working with customers. After enough calls, they'll start to predict some of the most common issues. They recap what happened, why it happened, and how they overcame it. Customer Service Basics Introduction to Customer Service "There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. This is a great way for you to formatively assess student understanding of service from a customers point of view. Extra time allotted to each task to take into account any unforeseen circumstances, like equipment failure, illnesses and extra work. Describe The person who goes the extra mile. Identify customer service jobs State whether each of the following is an indicator of a companys liquidity, solvency, or profitability. If you're ready to plan your next customer service training session, use the template below to get started. 0000005732 00000 n 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 your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn. . AZZ IhXZNS@VfK 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. Lesson Plan. Reflective Listening. 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. That means we need to focus on the positives, not the nega- Next, its time for students to consider their own experiences in relation to good and bad customer service. A mix of interactive, team-oriented, and roleplay activities will keep training interesting for you reps so they understand and remember the information. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. 0000004722 00000 n Reflective listening is repeating what people say when you respond to them. As a manager, you can review your knowledge base or product playbooks to create trivia-style questions that reps can answer individually or on teams. Youve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. With this presentation, the speaker retells experiences that are relevant to their audience. 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 0000001780 00000 n - Ability to overcome communication barriers Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. 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. Customer Service Skills Worksheets K12 Workbook *Click on Open button to open and print to worksheet. Role-playing is an effective exercise for sharpening customer service skills. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. Thats where this free Customer Service Skills lesson plan comes in! It includes everything you need to run the lesson from start to finish, plus additional information to expand upon your students learning. Role place Customer service. Your most experienced reps are some of your team's most valuable resources. -Constantly validating its assumptions and beliefs to ensure that the right things are being measured and that they are being measured correctly. signifies our reactions to situations in the workplace that pose demands, constraints or opportunities. After a few minutes, call on a student from each group to share one of the scenarios that was shared. Unit 2: Retail Terminology & Practices10. If, on the other hand, a customer seems to be Click on pop-out icon or print icon to worksheet to print or download. Brain Break 1. Whether you want to learn ten key customer service principles, or ways to wow your customers and win their loyalty, heart and soul, this is the eBook for you. - Take notice Start with Customer Service Activities. In addition, youll find a ready-to-use customer service lesson plan you can implement in your classroom in minutes! - Social Media and the customer relationship helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. Name a place where you feel brand loyalty. 2 Introduction to Customer Service OUR CUSTOMERS "There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. 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!). Who would be the customers within that organization?. Microlearning can be used to cover specific training areas much faster than you could with an hour-long training covering several different topics. - participate in alternate stresses 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. - Embarking on new relationships and experiences This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. - Take notice Soft Skills Module 13 Customer Service Standards -communicate If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits. Lesson 1 : Customer Service Defined Question #1: What is customer experience? 0000004392 00000 n startxref - customer-friendly attitude Finally, students participate in another customer service simulation that involves cultural diversity and handling tense situations. 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. One of the best ways to build empathy is by taking on the perspective of the customer. Do they confirm your issue so they can offer the best solution? - Facing problems and situations *Click on Open button to open and print to worksheet. Shadow sessions and roleplays are great for this reason. What is customer service? In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service. 1. If you're looking for a motivational format, you can try storytelling. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. PDF. {YJ^;tQ8}CF)?,56l[]a"(Vh 1. 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. 50 Activities for Achieving Excellent Customer Service 3. Customers experiencing exceptionally bad customer service are likely to do the following. The only downside is that the lesson was made for the Hospitality and Tourism career cluster. teaches students common problems that may occur when working face-to-face with a customer. xb```b``Yd\eb@ !V(x@/=djX k/P%s )P>m;CiWMHRR;N6lcC@] %fG\ For example, if the customer asked for a discount that the support rep wasn't authorized to offer, instead of saying 'no,' the rep could say, "If you're looking to reduce the cost of your CRM subscription, I could help you consolidate your database to under 1,000 contacts. This customer service activity teaches students to apply their skills to solve a problem among employees. -how satisfied you are with your job six main elements to provide good customer service 1. Scenario discussions make for an interactive ice breaker, especially if you're training a large group. See Also: Customer service skills training worksheets Preview / Show details Question 14 30 seconds Q. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. Click below to get your free customer service lesson! Katerc1 Discussing all three lesson about Customer Service Defined, Importance of Customer Service, and Effectively Communicating with Customers. If your product is software, obviously, it can be tricky to take apart. 0000003858 00000 n Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. The teacher explains an example scenario of a parent who is angry about their child getting poor grades, and how a teacher can effectively use customer service skills to make it a win-win situation. -Joining community or volunteer groups 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. 0000002763 00000 n 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. When teaching any new unit, it's common to start with an opening activity. Me b. Yt"( aM Igt*GB#ITQCaye~\#~1+mVV*XY%R0R&\9L$O`|%TU6oi^I But getting to know your customers goes beyond the idea of knowing their name. Hln mZ53jeBTU,/sykN|G9Ct The product of customer referrals. Once the case is solved, reps switch places and repeat the scenario. Quintero, CrystalCustomer Service / Introduction to Customer Service Page 1 customer experience is how customers perceive their interactions with your company . (or milestone). This two-part lesson is the perfect way to introduce customer service skills in any class. Reactive customer service involves dealing with an issue when it comes up. (Exceptionally poor). Customer Service 5. 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. 2. Name a time when you got good or bad customer service. means taking preventative action based on previous knowledge of issues. 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. As part of this customer service activity, students will come up with examples of each of these categories. !m]d)p3B^iabm=h"ueKjZ/z4kl'YS `lB-i]eRQBlmcy+#j'^aw[*ujTv#!+IKWc/kd AzQ Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. All of these factors and more can be uncovered just by being a customer yourself. Keeping up with the times : either with new technology, or new methods. 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. You can either instruct students to answer the questions in their class journal or as part of a class discussion. Fun Customer Service Activities. - minimizing "should-haves" Would you like help setting that up?". -Understanding ethical behavior and business practices. 2007-2023 Texas Education Agency (TEA). Sarah: Hi, there was more money taken from my account than usual, and I didn't authorize that. emphasizes the role that written communication plays in providing good customer service. 0000135259 00000 n But the nuts and bolts of how you actually do that can be easier said than done. Most of us engage in customer service activities of some type during our normal daily routines at work. 1 sales@lesson.ly www.lesson.ly THE CUSTOMER SERVICE TRAINING MANUAL. hb```f``f`` B@1'L@D@ %e\RLaPeh;S9ot6}U``+sWaF&6nf~A!aQ1 + Ll`9Q1&Ff/^ (This includes all 'no'-oriented words and phrases, like "I don't know" and "We don't do that."). There's an interesting case to be made that being a good customer begets great customer service. - face reality. The lesson is also broken into six parts: The anticipatory set is how youll introduce students to the concepts of customer service. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. - Practice long-range planning It's a crucial first step to doing better work. If a student forgets one of the characteristics, the chain breaks and goes back to the first student! - When they're treated ethically and with respect. For example, while there's probably an extremely helpful knowledge base article written on troubleshooting common product failures, the better solution in the moment may be to walk the customer through the fix rather than sharing a step-by-step document. This training tip covers two goals in one. to be determined by learner. -Maintaining a positive attitude. -Written communication, including online correspondence. Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled The Importance of Customer Service Skills. Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. Free and premium plans, Customer service software. - Encouraging employee ownership of organizational principles and initiatives and individual tasks. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. 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. 1. 3 benefits to creating a positive and memorable experience for customers. One of Scotts resources is a lesson called Demonstrating Effective Customer Service Skills. 151 0 obj <>stream Free and premium plans, Operations software. 0000005146 00000 n Corporate culture training doesn't have to be extensive, but it should be consistent. Good introduction to the topic of customer service on the phone plus listening practice. Lesson One: Introduction to Customer Service 4. A company with empowered employees is more : True empowerment within an organization means : -Employers and supervisors allow latitude in an employee's activity and decision making without first needing to obtain approval. Dealing with Difficult Customer Personalities helps students understand different personality types they may encounter when working with customers. Eliminate the stressor if possible Write 5 personal goals and 4 personal dreams. h1AE "/"bbbk`* +x Students will experience the different results of customer service decisions they make. 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