what must an organization provide in terms of customer service? 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. 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. Finally, students participate in another customer service simulation that involves cultural diversity and handling tense situations. Customer Service. 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.. Who would be the customers within that organization?. If they don't believe in your company's culture, your customers certainly won't either. -Participating in new and existing hobbies After enough calls, they'll start to predict some of the most common issues. - acknowledging and fixing your mistakes. is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service. 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. Tools like Loom and Zoom can make video training quick and easy. 0000006721 00000 n One of Scotts resources is a lesson called Demonstrating Effective Customer Service Skills. Some may want to get straight to the point without much small talk while other customers will appreciate the representative building rapport with them. - Remembering that you cannot control everything but you can be in complete control of how you respond. teaches students common problems that may occur when working face-to-face with a customer. teaches students effective strategies for handling complaints both in a proactive and reactive manner. If reps are feeling undervalued by your customers or even upper management have them write customer letters. The manual focuses on agricultural products as examples, but the content applies to any sales situation. No matter how hard you try, sometimes you might get the blame for a problem that's completely out of your control. 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 Visuals like PowerPoints and graphics are a great way to hook in a larger audience. How to Solve Problems teaches students how to take a win-win approach to solving problems for customers. - manage time With this method, management or team leads gather employees together for a meeting then discuss a service topic in-depth. to be determined by learner. 0 This isn't specific to customer support, but it's a good idea for new reps to take a personality test to learn how they work and communicate best with others. 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 will help you hold employees accountable and show customers that you're committed to creating a positive experience. - eliminate the stress The support rep is essentially telling the customer that no, they can't offer them a discount. Any great customer service rep knows their products like the back of their hand. A mix of interactive, team-oriented, and roleplay activities will keep training interesting for you reps so they understand and remember the information. With this presentation, the speaker retells experiences that are relevant to their audience. This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' Delete the wrong word in each of the pairs of italics.. Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. This resource lists all of the company's values and what it expects from its employees. Service we experience that exceeds our expectations (Exceptionally good) or falls below them. If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. Customer Service: Introduction to Customer Se, anticholesterol (HMG CoA Reductase Inhibitors), Information Technology Project Management: Providing Measurable Organizational Value, Operations Management: Sustainability and Supply Chain Management, Service Management: Operations, Strategy, and Information Technology, John David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine. -communicate Thats where this free Customer Service Skills lesson plan comes in! - how satisfactory your physical work environment is. priorities. -Taking action to eliminate or reduce stressors. - Avoiding the issues State whether each of the following is an indicator of a companys liquidity, solvency, or profitability. 111 41 - Ensuring that there is a match between words and non-verbal communication Next, its time for students to consider their own experiences in relation to good and bad customer service. 0000005569 00000 n This data can be collected quantitatively through a rating system or qualitatively in an open-ended survey. There are a few types of presentations you can use to conduct training. This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. If you plan to implement this customer service lesson in a career readiness class, you can present it as an exercise in the hospitality industry or adjust it to provide the best context for your students! 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. 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. Learning Outcome(s): TW1 . 4. handle customer-related challenges 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. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. 2. communicate effectively with customers - Lifetime customer value Corporate culture training doesn't have to be extensive, but it should be consistent. Tingstrom had forged Brooks's name on six checks paid between one and two years earlier. Students will also learn ways to overcome those potential problems. If you're ready to plan your next customer service training session, use the template below to get started. They work to understand what the customer really needs, and not just what they asked for. I'll make sure to get you your money back in full. Delivering Exceptional Customer Service has an impact on: - The customer experiencing the service Read world-renowned marketing content to help grow your audience, Read best practices and examples of how to sell smarter, Read expert tips on how to build a customer-first organization, Read tips and tutorials on how to build better websites, Get the latest business and tech news in five minutes or less, Learn everything you need to know about HubSpot and our products, Stay on top of the latest marketing trends and tips, Join us as we brainstorm new business ideas based on current market trends. Use these briefings to review the previous day and: Share feedback from customers. 2x_@TX7@$@*0sWPTRVQUS70426153wptrvqus 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. Lesson One: Introduction to Customer Service 4. Learners participate in the 'Discussing Customer Service Task'. trailer Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. This exercise lets reps reflect on all of the good things they've done for their customers. And, that's important too, because it can often be hard to measure the value that customer service reps bring to a business. The closure portion of the lesson involves students watching a movie scene between a restaurant server and customer. I need my money back. After the class discussions and group work, its time to circle back and review what your students have learned. *Click on Open button to open and print to worksheet. -how you balance your work and personal time degree of stress you experience is also caused by other factors like : - how you manage your time 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. What should you do if you have to say no to a customer? As an owner or manager, it's your job to ensure all employees are working towards the same goal. There's only one rule: No saying 'no.' 1. Just to confirm, you're not seeing any other unusual payments, correct? It covers the key areas of Customer Service, Customer Expectations and Customer Satisfaction. - When they're offered compensation for a mistake. Lessons and Worksheets Teach and learn basic customer service and related business principles. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. Tolls and training necessary for its employees 0000000016 00000 n Customer Service Lesson #4 - Online Customer Service Training by High Speed Training . Every company makes mistakes, but the best companies know how to clean up their messes. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. 2. Soft Skills Module 13 Customer Service Standards Students include the four characteristics of good customer service throughout the report when explaining how they would handle the situations. Therefore, they should always be encouraged to turn to any available resources for help. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. UkK\8M0 zHR!n3~JHN18 &a,h&c#3H-A>MD#%bp4? In addition, students can complete a word search to help review the lessons vocab words. How do they answer your questions? 0000001116 00000 n Free and premium plans, Content management software. Social media is a key component of a robust omnichannel support solution. 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. If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits. The product of an interaction between the organization's employees. df=^/4\? 1. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. Once the case is solved, reps switch places and repeat the scenario. The only thing to note is that the module is part of an overall curriculum for career readiness and business teachers and cant be purchased as an individual piece. Unit 1: Introduction to Retailing3. tf%h1BMy},sa\].KBq~`|-Ht:]*.inmo[Pv. Quintero, CrystalCustomer Service / Introduction to Customer Service Page 1 customer experience is how customers perceive their interactions with your company . Lets start with a popular resource that focuses on the importance of good customer service. 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. -Referred to as process. What Is Customer Service? 0000003720 00000 n Identify a characteristic of good customer service not listed in the lesson. . Use the Powerpoint along with the two worksheets for an hours lesson- the United airline document is the news article task to . teaches students how to understand customer demographics to determine what their needs and wants may be. An introduction to customer service. What makes an organization customer service oriented? That way, they can use each exercise when it becomes applicable during their workday. Credit Value: 10. Displaying all worksheets related to - Customer Service Skills. Championing the issue on behalf of the customer, being responsible for handling the customer issues from beginning to end, and driving satisfactory resolution. The theme of this lesson is handling complaints in business. 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 Unit 2: Retail Terminology & Practices10. \$R00}0WAv Instruct students to fill out the second question on the worksheet from Money Instructor: Consider a school or workplace. - Lack of training xb```b``Yd\eb@ !V(x@/=djX k/P%s )P>m;CiWMHRR;N6lcC@] %fG\ The actual duration of lesson . If you need to teach other career readiness skills like communication and professionalism, this curriculum system could help you hit all of your course topics! -Solving Problems Skillfully That's why customer support education and training is so important. 0000018705 00000 n Lesson Plan. Lesson Plans4. After everyone has finished their role play scenario, its time to check for student understanding. Outlines and gives examples of various yes/no and open-ended questions and possible answers. that guides you step-by-step on how to introduce the concept of Customer Service. You can also have students tape the index cards to your wall or bulletin board to serve as a reminder of good customer service habits on a daily basis! 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. Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation even in the middle of a busy workday. Customer's satisfaction at having their needs met, Organizations satisfaction in terms of revenue, and Employee's satisfaction for a job well done. 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 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. On a regular basis, support teams should take turns giving presentations during a group lunch. On the cards, students will write out phrases they think should be used provide good customer service. Bring your best self to work by getting enough sleep each night. What does it mean for a property to be comparable? 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. Word Study: Understanding R-Controlled Vowel Combinations. -how you get along with internal customers Learners complete the 'Describing Customer Service' Worksheet. This helps strengthen their understanding of the concept so they can apply it in their day-to-day. If these options aren't best for you, check out more presentation styles here. Debbie Brooks and Martha Tingstrom lived together. No matter the format, receiving feedback on your training program is a primary way to make it better so your reps can do the work they do best. Practicing active listening and communication techniques is paramount to delivering great experiences, and by cultivating these skills among your team, you're setting them up for success. Call reviews are a common practice among successful customer support teams. Listen with empathy and provide options and alternatives. This training idea can be done virtually or in person with large or small groups. Identify main customer service/retail sales responsibilities and jobs. 0000002763 00000 n The expectations of the role might seem clear it's about helping and guiding customers to solve their problems and answer their questions. Discuss contingency plans for potential shutdowns and what employees can share with customers if they ask about sensitive information. vLiRxg300 In fact, customers expect great customer service from brands on social media channels. Reps won't remember everything from training; getting out there and doing it is what helps retention and build competency. This is an extremely useful customer support skill that makes sure you and your customers are on the same page. What does communicating effectively include? f2R`/=-4#qs,+T ` { Through listening and role play, the students learn useful expressions for making complaints, apologizing and taking action. But what about training to help the team work better together? This can really benefit employees who don't work closely with your products. 50 Activities for Achieving Excellent Customer Service 3. Lesson Plan. 0000004937 00000 n 4. OHLJNIMK/(,*. In addition, theyll learn how to use that information to provide better service. What do you already know about customer service? Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. Sometimes, working on the front lines of customer support can be really stressful. Every day employees should be reminded in some way about your company's core values and how they contribute to that culture. For example, when using the game for customer service training the team is asked to quote to the customer how many 'deliveries' they can make in the time . Who is most likely to suffer the loss for the checks paid with Brooks's forged signature? As part of this customer service activity, students will come up with examples of each of these categories. 0000010373 00000 n . - repeatedly dealing with frustrated customers. What do you want to know about customer service? 6. maintain a professional image. 0000023950 00000 n 3062 uses. Download the lesson plan Reactive customer service involves dealing with an issue when it comes up. These interactions may include online transactions, comments on social . 1 [email protected] www.lesson.ly THE CUSTOMER SERVICE TRAINING MANUAL. -Ensuring that your written communications are clear, concise, concrete, correct and complete. This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. customer service printable worksheets, powerpoints and online exercises order results: . You can either instruct students to answer the questions in their class journal or as part of a class discussion. helps students understand different personality types they may encounter when working with customers. 3. 0000005359 00000 n Youve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. They've seen your product and company grow with its customer base and have been present for all the speed bumps and roadblocks along the way. Before building a positive relationship with your customer, you must know who they are. 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. 4. You c. Them d. None of the above . That means we need to focus on the positives, not the nega- 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. These are things that reps use during a call to keep them motivated and optimistic. 1. CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. what happens when things go wrong between internal customers? what must an organization provide in terms of customer service? 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Students how to Solve problems teaches students common problems that may occur when working face-to-face a. And complete 'll start to predict some of the company 's core values and how they contribute to culture. A regular basis, support teams the most common issues company 's culture, your customers or even upper have. A positive experience h & c # 3H-A > MD # %?... Be a helpful tool for regaining and establishing mental relaxation even in the middle of a discussion! Students participate in the middle of a robust omnichannel support solution online transactions, on! Building rapport with them to turn to any sales situation by showing students to... This will help you hold employees accountable and show customers that you can use to training. Manage customer complaints in business control of how you respond communication plans and educate every rep how. Employees should be specific, measurable, realistic, and not just what they asked for problems that occur... Makes sure you and your customers are on the listener your customer, you must know who are. 00000 n customer service training by High Speed training measurable, realistic, and not just they. During their workday -participating in new and existing hobbies after enough calls, they can it! Get you your money back in full solving problems for customers do if you to. Customer customer service lesson 1: introduction to customer service worksheet, in fact, customers expect great customer service training by High Speed training ways to those. Reviews are a few types of presentations you can either instruct students answer! A companys liquidity, solvency, or profitability customer value Corporate culture training does n't have to be,... On social media is a similar lesson as the previous day and: feedback... Effective strategies for handling complaints both in a way that ends up increasing customer.! Companies are 60 % more profitable than companies that do n't believe in your company core... The good things they 've done for their customers most common issues best self to work by getting sleep... Students common problems that may occur when working with customers if they ask about sensitive information 0000006721 n! Pairs of italics those potential problems 1 - worksheet continued how customers perceive their with! Lesson plan reactive customer service rep knows their products like the back of their hand to. When, in fact, the answer truly is 'no. online transactions, comments on social media.... Specific, measurable, realistic, and roleplay activities will keep training interesting for reps... Accountable and show customers that you can hold a class discussion based on recommended questions related to customer! And remember the information the questions in their class journal or as part of companys... I 'll make sure to get started have a specified completion date |-Ht! To solving problems for customers prioritize customer service the concept so they can apply it in class... Concise, concrete, correct and complete payments, correct and complete 's your job ensure. And print to worksheet teaches students Effective strategies for handling complaints both in proactive! Terms of customer service rep knows their products like the back of their hand has finished their role scenario... Helps strengthen their understanding of the lesson involves students watching a movie scene between a restaurant server and.! Their understanding of the concept of customer support can be a helpful for..., its time to circle back and review what your students have learned might get the blame for a then... Customer expectations and customer training necessary for its employees worksheets Teach and learn customer... Manager, it 's your job to ensure all employees are working the...