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. Free and premium plans. hb```f``f`` B@1'L@D@ %e\RLaPeh;S9ot6}U``+sWaF&6nf~A!aQ1 + Ll`9Q1&Ff/^ Through listening and role play, students learn how to introduce themselves to a colleague or business associate and make appropriate small talk. One of the best ways to build empathy is by taking on the perspective of the customer. 50 Activities for Achieving Excellent Customer Service 3. Write 5 personal goals and 4 personal dreams. - Lack of training Customer experience is the interaction between a business and its customer, which can impact the success of the business. This lesson was written specifically to the AQA BUSS2 unit of work but I imagine it can be used by others. This training idea can be done virtually or in person with large or small groups. This can be done with interactive elements designed to keep them on their toes and interested in the material. Use their stories as testimonials for how your new reps should be treating customers. 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. Includes worksheets and a team presentation format. - manage time Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management fiW#_6g#=X+ Learning Outcome(s): TW1 . 0000003720 00000 n 4. This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class. The course is split into three weeks, each week will have three hours worth of bite-sized lessons. Name a place where you feel brand loyalty. - Maintaining a sense of humor 0000014254 00000 n This involves students using critical thinking to answer questions about customer service and its role in businesses. -learning to say "no" without upsetting the customer The second activity puts students into a customer service simulation that includes using customer service ethics and communication skills. customer experience is how customers perceive their interactions with your company. 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. Plan to accomplish a personal goal via 5 written steps. Instruction should be used when presenting a new or complex topic to your audience. INSTRUCTOR'S GUIDE INTRODUCTION 2005 Ziglar Training Systems ZIGGETS: CUSTOMER SERVICE WORKBOOKi. Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. Customer service begins the moment you connect with the customer to fulfill his needs and continues even after the requirements are met. What is the importance of customer service? We're committed to your privacy. In fact, customers expect great customer service from brands on social media channels. What are agency problems and describe how they give rise to agency costs. What Is Customer Service? Managers should listen for their ability to succinctly and clearly explain complicated topics and to make sure they know how to use and explain every facet of the product, its website or app, and its features. Define the mission and big picture as well as their role within it. degree of stress you experience is also caused by other factors like : - how you manage your time df=^/4\? Delete the wrong word in each of the pairs of italics.. 0 Train and onboard your new customer support hires with this downloadable template. The fastest growing customer segments are often not willing to Your customer service training should cover three aspects of the service function: attitude, skills, and knowledge. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. 1. The closure portion of the lesson involves students watching a movie scene between a restaurant server and customer. After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. PDF. 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. The module content is presented according to the four phases of learning with an accompanying summative assessment: In the Explore phase, students will complete four introductory activities, three of which align with the first three units of the Learn & Practice phase. An organization truly committed to customer service is : -Willing to revise processes to reach it objectives, Social media is a key component of a robust omnichannel support solution. Developing your team in each of these areas can provide them with a well-rounded skill set to tackle nearly any customer issue. - The organization that is supporting the delivery of the service. -avoiding communication barriers such as misconceptions. 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. 0000000016 00000 n Worksheets are Lesson one introduction to customer service, Customer service, Soft skills module 13 customer service standards, , In service education sourcebook series customer service, Customer training work, Customer service training handouts, Customer service workshop. identify good and bad customer service characteristics based on real-life customer experiences. Students will also learn ways to overcome those potential problems. - Social Media and the customer relationship Subscribe to the Service Blog below. 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. 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. 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. -relaxation techniques Then, each group will decide on a course of action to help the customer in the given situation. Identify a characteristic of good customer service not listed in the lesson. This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. Microlearning breaks down employee training into manageable chunks which helps reps learn faster and quickly apply each teaching. The only downside is that the lesson was made for the Hospitality and Tourism career cluster. 0000002277 00000 n If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn. Next, it'll become clear to your reps which types of solutions work best for specific situations. In addition, youll find a ready-to-use customer service lesson plan you can implement in your classroom in minutes! Sometimes, standards can fall by the wayside when meeting a quota is the immediate goal for the team each week. Next, its time for students to consider their own experiences in relation to good and bad customer service. Therefore, they should always be encouraged to turn to any available resources for help. 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. Along the same lines as the reflective listening exercise, mock calls are a time-tested strategy for practicing a job before actually doing it. 0000002851 00000 n Sarah: Hi, there was more money taken from my account than usual, and I didn't authorize that. what must an organization provide in terms of customer service? - how satisfactory your physical work environment is. August 26, 2021. Role-playing lets reps work on both communication skills and their troubleshooting process. Keeping up with the times : either with new technology, or new methods. Also means developing action plans that address deficiencies and enhance service. That's because they're working on the front lines with customers, acting as the face of your business. Why? Take action to prevent the stressor from recurring or from happening in the first place. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. . 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. - minimizing "should-haves" This is a great way for you to formatively assess student understanding of service from a customers point of view. 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.". Customer service is one of the most important skills to teach in a career readiness class. Though the site is run by the Texas Education Agency (TEA), a teacher in any state can use the content. Get Your Free Customer Service Lesson Plan Download! Maintenance anchors are actions that can be taken to maintain a positive attitude. Yt"( aM Igt*GB#ITQCaye~\#~1+mVV*XY%R0R&\9L$O`|%TU6oi^I Every company makes mistakes, but the best companies know how to clean up their messes. For the next part of the lesson, youll divide your students into pairs. This is a good way to incorporate a small game while helping students remember the key characteristics of good customer service! 0000003360 00000 n -Channeling your energies positively. Yes No 3. 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! -Managers trust employees to "do the right thing" and not "give away the store." The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. priorities. You can learn a lot about a customer by being observant. Tell others about past customer service work and preferences. Chapter 1: Understanding the Customer Recognizing your customer segments is one of the main parts of marketing, and the same goes for improving the customer service. They work to understand what the customer really needs, and not just what they asked for. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. That is, by simply watching for a moment. CHOOSE THE CORRECT WORD. - use a time management system. means taking preventative action based on previous knowledge of issues. -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. Next, we'll discuss some tips designed to help make customer service training more effective and "sticky.". Customers experiencing exceptionally good customer service are likely to do the following. Learners participate in the 'Discussing Customer Service Task'. The main downside of this resource is the lack of materials included. - indulging in put-downs Students pick a customer service scenario (provided as a lesson resource) and brainstorm strategies to provide a good experience. - Take notice In addition, theyll learn how to use that information to provide better service. Working in a partnership with customers to satisfy a customer's needs, even in situations when you are unable to provide what they want. Activity worksheets and Answer Keys are included to support ALL . Reflective Listening. Lesson Plan. It's a crucial first step to doing better work. In total, the Customer Service module has 20 class hours worth of curriculum content to help teach the customer service skills. And their troubleshooting process for how your new reps should be treating.... Be tested on their toes and interested in the & # x27 ; S GUIDE INTRODUCTION 2005 Ziglar Systems... 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