Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). In this article, you'll learn how to teach customer service skills in high school by following these six steps: We'll start with how you should introduce customer service lessons to your class. For the third activity, students discover behavioral patterns and their own primary behavioral pattern. 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. - Speaking clearly and politely, and providing feedback You can either instruct students to answer the questions in their class journal or as part of a class discussion. vLiRxg300 -how satisfied you are with your job This hands-on approach will help students experience real-world examples while using their creative side, which can help improve engagement! - Share their positive experiences with their friends. Lesson Plan. 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. 1. - Embarking on new relationships and experiences Overall, the Importance of Customer Service Skills lesson is an excellent resource for any teacher. Me b. If youre only looking for a customer service lesson, Business&ITCenter21 wont be the best fit. This helps strengthen their understanding of the concept so they can apply it in their day-to-day. 0000002632 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. Once you do receive this world-class service, study the reps' techniques. 0000006457 00000 n The product (thoughts and feelings) of an interaction between an organization and a customer. 3 elements of a customer service oriented organizational environment. 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. Learners participate in the 'Discussing Customer Service Task'. 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.". 0000002763 00000 n This training tip covers two goals in one. (We do it here at HubSpot.) 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. - Repetitive tasks Free and premium plans, Operations software. Hln mZ53jeBTU,/sykN|G9Ct In that section, youll find 10 lessons to teach customer service: Introduction to Customer Service teaches students the basics of customer service and how it impacts both businesses and consumers. 50 Activities for Achieving Excellent Customer Service 3. Unit 1: Introduction to Retailing3. of a business English course, and provides a good opportunity for the student(s) and teacher to get to know each other. Wh,(#>' 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. What makes an organization customer service oriented? This is a day for companies and businesses to reflection / reflect on the importance of providing good customer service. 3. Tools like Loom and Zoom can make video training quick and easy. Includes student lesson and printable worksheet. Testing this knowledge can be a fun and competitive way to get the team on board for customer service training. Customer Service Day is on January the 17th. 2007-2023 Texas Education Agency (TEA). Fun Customer Service Activities. Be customer service oriented Bring your best self to work by getting enough sleep each night. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. There's only one rule: No saying 'no.' We're committed to your privacy. Ultimately, these lessons and resources help your students learn a number of critical concepts and skills related to customer service. In fact, customers expect great customer service from brands on social media channels. 0000006110 00000 n 2. Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. 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. Delete the wrong word in each of the pairs of italics.. Lesson Plan: The Importance of Customer Service Skills Lesson Plan: The Balancing Act Managing A Career and Family Review the scope and sequence document. It is the Train and onboard your new customer support hires with this downloadable template. Some lessons are listed as appropriate for middle school, while others are geared towards high schoolers and adult learners. Management maintains overall control, while employees are encouraged to make their own decisions and champion improvements. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. Identify who their customers are. - Lifetime customer value Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who 4. handle customer-related challenges The expectations of the role might seem clear it's about helping and guiding customers to solve their problems and answer their questions. -how you get along with internal customers There are visual learners, auditory learners, kinesthetic learners, and more. Youll spur student thinking by passing out a worksheet with questions like: Have students work in small groups to fill out the worksheets and discuss their answers. After a few minutes, call on a student from each group to share one of the scenarios that was shared. Keeping up with the times : either with new technology, or new methods. After everyone has finished their role play scenario, its time to check for student understanding. - indulging in put-downs - Trying new ways of doing things You c. Them d. None of the above . Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. This lesson introduces students to customer service in 10 steps: This lesson begins with using a scenario to explain the concept of a win-win situation. Learning the 'why' behind your actions is a good first step. One of the best ways to build empathy is by taking on the perspective of the customer. INSTRUCTOR'S GUIDE INTRODUCTION 2005 Ziglar Training Systems ZIGGETS: CUSTOMER SERVICE WORKBOOKi. Customer Service 5. 0000005896 00000 n That way, communication will be smoother on social channels and will create more delightful customer experiences. Our fun icebreaker or customer service game focusing on Targets, Planning, Resource Management and Customer Service. -Employees accept having latitude in performing their work and have a sense of "ownership" to their jobs. -Understanding ethical behavior and business practices. Students will also learn ways to overcome those potential problems. But, by offering alternative options, the customer might feel like the support rep is on their side, and won't get frustrated by what they perceive as stubbornness or inflexibility. Texas CTE is an online resource center for CTE teachers to find instructional materials and professional development opportunities. Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. But getting to know your customers goes beyond the idea of knowing their name. 0000001116 00000 n 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. 0000022988 00000 n Try another search, and we'll give it our best shot. One of the most traditional ways to train customer service teams is through a presentation. trailer 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. -Written communication, including online correspondence. 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. Additionally, the lunch and learns will provide a safe space for reps to practice and to learn about each other outside of work. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences. Includes worksheets and a team presentation format. Social media is a key component of a robust omnichannel support solution. Customers experiencing exceptionally bad customer service are likely to do the following. 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. 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. Should be specific, measurable, realistic, and have a specified completion date. %%EOF 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. f2R`/=-4#qs,+T ` { This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. Phone Problems and How to Correct Them is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. signifies our reactions to situations in the workplace that pose demands, constraints or opportunities. The Importance of Customer Service Skills from Texas CTE, Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled, Identify and define vocabulary used to enhance customer service, Evaluate why its important to use a guests name, Discuss and explain what customer service is and why its important, Develop strategies to anticipate guest needs, Independent Practice / Differentiated Activities. 4.3. degree of stress you experience is also caused by other factors like : - how you manage your time That is, by simply watching for a moment. coming back. Through listening and role play, students learn how to introduce themselves to a colleague or business associate and make appropriate small talk. Name a place where you feel brand loyalty. 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 Reactive customer service involves dealing with an issue when it comes up. it encompasses setting goals and objectives for both life and for projects. Your most experienced reps are some of your team's most valuable resources. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. - Joining a gym or relaxing with massage therapy. 2x_@TX7@$@*0sWPTRVQUS70426153wptrvqus Sarah: Hi, there was more money taken from my account than usual, and I didn't authorize that. - Being committed to continuing quality customer service. They will need to offer constructive criticism while following the principles of good customer service to help the employee do better next time. 2mnhTOk,jUafE=5l: e+d,2^{+NOb{1dDa8|41E^; [Sis9O$H5*OW"m;O"~YwoN]?rvHfMYSkyNY 3 benefits to creating a positive and memorable experience for customers. )-+ohljnimk0q)SM1s9s_p%K-_r5kq-[ms={?p#G?q3gp+W]q( W"^e~Q{2* %8XH(fCPq.81}d20v0f %c0) I&0B40{RA0* lpC(l`2 y~@,4F`l@tZ,8/cvX{0Gf~d1)1\ 0)= f p/L 7k0 0000014254 00000 n See pricing, Marketing automation software. - participate in alternate stresses Reps won't remember everything from training; getting out there and doing it is what helps retention and build competency. Wikis, knowledge bases, and other forms of internal documentation can help reps help themselves (if those resources are organized and maintained). -communicate 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. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. So, instead, talk to your employees about where your servers are located and how your software is powered. That's because they're working on the front lines with customers, acting as the face of your business. Featured Resource: Customer Support Training Template Download this Template. 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. Let's review some below. Clear understanding about its purposes and objectives 0000002277 00000 n That means some of the references specifically apply to someone working in the hospitality industry. 1. customer service 2. Whether your customer service team is short on time, or completely remote, these topics, tips, and ideas are sure to get your reps excited and motivated to deliver the best service to your customers. Unfortunately, the lesson plan doesnt include a rubric or suggestions for how to grade the reports.