Working in a partnership with customers to satisfy a customer's needs, even in situations when you are unable to provide what they want. 111 41 I need my money back. - Maintaining a sense of humor pptx, 66.21 KB. Click below to get your free customer service lesson! 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. 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. The product of an interaction between the organization's employees. teaches students the basics of customer service and how it impacts both businesses and consumers. 2x_@TX7@$@*0sWPTRVQUS70426153wptrvqus Some lessons are listed as appropriate for middle school, while others are geared towards high schoolers and adult learners. One of the best ways to build empathy is by taking on the perspective of the customer. The manual focuses on agricultural products as examples, but the content applies to any sales situation. The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls. . Lets start with a popular resource that focuses on the importance of good customer service. These are things that reps use during a call to keep them motivated and optimistic. You c. Them d. None of the above . 0000000016 00000 n - Ensuring that there is a match between words and non-verbal communication 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. Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. 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. - customer-friendly attitude Keeping up with the times : either with new technology, or new methods. Students can then write their answers and then partake in an instructor-led class discussion. Sometimes, standards can fall by the wayside when meeting a quota is the immediate goal for the team each week. Then, each group will decide on a course of action to help the customer in the given situation. -put facts before emotions M7iG,AQO&n)2Yu-ep_R>"xeii6*3&GFv9.bQ[j;A."N2vVgE@*,B8Gb~]E*>O(Qqzf/ Delete the wrong word in each of the pairs of italics.. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. Editor's note: This post was originally published in July 2020 and has been updated for comprehensiveness. After all, you need customer service lessons that help you teach this subject in a relatable way, and thats a challenge at every grade level! 1. )-+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 This makes it only fair that your team should know what they're up against. Customer service role play to encourage speaking in English and to understand the problems of business. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. 0000001116 00000 n This customer service activity teaches students to apply their skills to solve a problem among employees. customer experience is how customers perceive their interactions with your company. Customer Service. customer service printable worksheets, powerpoints and online exercises order results: . priorities. (select the best answer, slide 3) a. These reflection questions help students think about the overarching concepts of customer service in relation to their own experiences. 0 once a goal is defined, it should be broken down into manageable steps ending with a definite conclusion or checkpoint. Delivering Exceptional Customer Service has an impact on: - The customer experiencing the service (or milestone). endstream endobj 1483 0 obj <. If they don't believe in your company's culture, your customers certainly won't either. To retain customers and keep them happy so you can grow your business, you need to prioritize employee training so they're equipped to meet customer needs. 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. Other tests include the Myers-Briggs Type Indicator (MBTI) and the Predictive Index Assessment (PI). And, that's important too, because it can often be hard to measure the value that customer service reps bring to a business. - manage time Next, we'll discuss some tips designed to help make customer service training more effective and "sticky.". what happens when things go wrong between internal customers? The course is split into three weeks, each week will have three hours worth of bite-sized lessons. Free and premium plans, Operations software. Our fun icebreaker or customer service game focusing on Targets, Planning, Resource Management and Customer Service. To start, youll have to find the worksheets from Money Instructor that are referenced in some parts of the lesson. To make your training effective, you much engage your reps. 2. Write 5 personal goals and 4 personal dreams. If youre only looking for a customer service lesson, Business&ITCenter21 wont be the best fit. Ingrid Vaughan Business Writer . And, they know it starts with their customer service teams. Try another search, and we'll give it our best shot. First, they'll get a sense of the types of calls that come in. Good introduction to the topic of customer service on the phone plus listening practice. - indulging in put-downs Reflective Listening. - minimizing "should-haves" 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. -increase mental activity 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 Includes worksheets and a team presentation format. Customer experience is the interaction between a business and its customer, which can impact the success of the business. 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. But its not always an easy topic to discuss in middle and high school courses. Name a place where you feel brand loyalty. Maintenance anchors are actions that can be taken to maintain a positive attitude. Personal failings that can reduce or eliminate customer service : - Distracting behavior Apps like Headspace or YouTube videos can help if you want to practice as a team, too. . Learning Outcome(s): TW1 . In this lesson, students will understand the importance of quality customer service bydeterminingways to provide service that anticipates customers' needs, and creates a successful business in the Hospitality and Tourism Industry. Unit 1: Introduction to Retailing3. 0000002632 00000 n 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. In the Reflect phase, students complete an activity to reflect on what theyve learned so far. Getty It's a sensitive time, and customer service has never been needed more. 2. CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. Lesson Plan. Hln mZ53jeBTU,/sykN|G9Ct Is the definition of customer service positive or negative? UkK\8M0 zHR!n3~JHN18 &a,h&c#3H-A>MD#%bp4? The expectations of the role might seem clear it's about helping and guiding customers to solve their problems and answer their questions. Learning the 'why' behind your actions is a good first step. In addition, students can complete a word search to help review the lessons vocab words. When providing quality customer service, the key to making the puzzle come together is " ". 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!). GOLDEN RULES OF CUSTOMER SERVICE 7. Some people become paralysed by trying to achieve perfection. - Putting things into perspective involves dealing with an issue when it comes up. Identify who their customers are. %%EOF Every company makes mistakes, but the best companies know how to clean up their messes. Buzz Briefings. (We do it here at HubSpot.) Let's review some below. By using short training sessions, ideally under 30 minutes, service reps will be more inclined to participate and will retain more information afterward. Once you do receive this world-class service, study the reps' techniques. Every rep is going to have a bad call, and it's important to not carry their negative emotions into the next one. Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. Service we experience that exceeds our expectations (Exceptionally good) or falls below them. Learners participate in the 'Discussing Customer Service Task'. Here's an example profile below. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. 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. 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. Who is most likely to suffer the loss for the checks paid with Brooks's forged signature? Folder #1: Customer Service Lesson Plan and PowerPoint Packet----- Lesson . As part of this customer service activity, students will come up with examples of each of these categories. Free and premium plans, Sales CRM software. What happened? Reflective listening is repeating what people say when you respond to them. Unit 3: Workplace Regulations, Safety Sanitation Lesson Plan: End of Course Project Options - Hotel Management Customer Service Lesson #4 - Online Customer Service Training by High Speed Training . 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 The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. 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. Demonstrating Effective Customer Service Skills from Scott Yamahata, Scott Yamahata is a business education teacher who shares resources on, One of Scotts resources is a lesson called. degree of stress you experience is also caused by other factors like : - how you manage your time Most of us engage in customer service activities of some type during our normal daily routines at work. Just to confirm, you're not seeing any other unusual payments, correct? Learners complete the 'Describing Customer Service' Worksheet. - The organization that is supporting the delivery of the service. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. 0000135259 00000 n It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. f2R`/=-4#qs,+T ` { No matter how well your team works together, it's important to conduct sensitivity training regularly. It's a crucial first step to doing better work. Question 14 30 seconds Q. Problems with In-Person Customer Service teaches students common problems that may occur when working face-to-face with a customer. Lesson 1 : Customer Service Defined Question #1: What is customer experience? df=^/4\? It is the Whether you're training a new rep or a more experienced one, shadowing support calls is a hands on way for them to understand a few things about the way your company handles service interactions. 0000003789 00000 n Free and premium plans. The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. What do you already know about customer service? Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. 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. Customer service is one of the most important skills to teach in a career readiness class.
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