- Acting inappropriately Methods of increasing mental activity and reducing stress : -Visualisation Describe The person who goes the extra mile. Dealing with Customer Complaints teaches students effective strategies for handling complaints both in a proactive and reactive manner. <<8C5BDEE64CBC2742BB167006C8BE88EC>]>> AZZ IhXZNS@VfK 2x_@TX7@$@*0sWPTRVQUS70426153wptrvqus It's also easy for reps to stagnate or develop bad habits. The lesson is also broken into six parts: The anticipatory set is how youll introduce students to the concepts of customer service. As a manager, you can't be everywhere at once no matter how hard you try. No matter the format, receiving feedback on your training program is a primary way to make it better so your reps can do the work they do best. In addition, theyll learn how to use that information to provide better service. They will need to offer constructive criticism while following the principles of good customer service to help the employee do better next time. After the anticipatory set, its time to move to the included PowerPoint presentation, during which students can take notes. . Delegating to the employees the authority to make decisions and take action within their scope of work, without needing prior approval. That way, they can use each exercise when it becomes applicable during their workday. 0p@@J*.PZBA:V1e*ay TK#fZ @lX, `a`ee`ki`7J0QO049p+$GXP*x[ Let's review some below. - Bearing in mind that wishful thinking is a waste of time and energy. Outlines and gives examples of various yes/no and open-ended questions and possible answers. Start studying Lesson 1: Customer Service Skills. Hln mZ53jeBTU,/sykN|G9Ct Therefore, they should always be encouraged to turn to any available resources for help. Visuals like PowerPoints and graphics are a great way to hook in a larger audience. Next, its time for students to consider their own experiences in relation to good and bad customer service. 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. Role-playing is an effective exercise for sharpening customer service skills. What do you already know about customer service? Continuing to learn. Extra time allotted to each task to take into account any unforeseen circumstances, like equipment failure, illnesses and extra work. 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. Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. -how organized you are 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. . After a few minutes, call on a student from each group to share one of the scenarios that was shared. PowerPoints are a proven format for customer service training; however, if you are going to take this route, be sure to avoid some of the common pitfalls outlined in this video. The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls. If you're ready to plan your next customer service training session, use the template below to get started. 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. Here students learn an introduction to customer service and the various related terminology and vocabulary. Overall this resource is a great addition to any course that needs to cover customer service because the context is based on experiences your students face in their everyday lives. %%EOF After enough calls, they'll start to predict some of the most common issues. Customer Service Lesson #4 - Online Customer Service Training by High Speed Training . xb```b``Yd\eb@ !V(x@/=djX k/P%s )P>m;CiWMHRR;N6lcC@] %fG\ - Verbal communication 1. Start with Customer Service Activities. What happened? Instruction should be used when presenting a new or complex topic to your audience. First, they'll get a sense of the types of calls that come in. endstream endobj startxref 0000003360 00000 n Making eye contact, smiling, and being amicable can go a long way to get the best service from a customer representative. Folder #1: Customer Service Lesson Plan and PowerPoint Packet----- Lesson . For example, if you're launching a new product, you may hold an instructional presentation explaining what it is, how it works, and why it was created. It is the Miguel: Hi Sarah, apologies that you were billed twice this month. hb```f``f`` B@1'L@D@ %e\RLaPeh;S9ot6}U``+sWaF&6nf~A!aQ1 + Ll`9Q1&Ff/^ 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. 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 Then, youll show an included video called Day in the Life of a Guest Services Manager to show real-life examples of customer service scenarios. Featured Resource: Customer Support Training Template Download this Template. When is a customer more likely to respond positively? coming back. Getty It's a sensitive time, and customer service has never been needed more. Now its time to introduce students to the difference between reactive and proactive customer service. It covers the key areas of Customer Service, Customer Expectations and Customer Satisfaction. of a business English course, and provides a good opportunity for the student(s) and teacher to get to know each other. This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. 0000003858 00000 n Some may want to get straight to the point without much small talk while other customers will appreciate the representative building rapport with them. 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. When providing quality customer service, the key to making the puzzle come together is " ". You can't control the customer's personality but you can control your own reactions and responses. What better way to do this than by recognizing good customer service in your everyday life? what happens when things go wrong between internal customers? This is a good way to wrap up the lesson and reinforce the customer service concepts taught throughout the lesson. Identify who their customers are. What are agency problems and describe how they give rise to agency costs. 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. Worksheets 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. Dedicating time to meditation, mindfulness, and relaxation and encouraging employees to use it for that purpose will help train them to de-stress and stay positive during those tough moments with customers. Excellent assessment is all about listening to team members, reviewing data, and considering the market. - Maintaining a sense of humor Name a place where you feel brand loyalty. %PDF-1.5 % vLiRxg300 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!). 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. Thats where this free Customer Service Skills lesson plan comes in! Word Study: Understanding R-Controlled Vowel Combinations. While that diversity is great for fostering new ideas, it can also lead to friction between teammates. Tools like Loom and Zoom can make video training quick and easy. June 01, 2022, Published: Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. Here's an example profile below. Youve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. Team members should be paired up and given real scenarios that customer support reps have to tackle every day easy ones, and difficult ones, too. 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. You can learn a lot about a customer by being observant. All Rights Reserved. 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. - Speaking clearly and politely, and providing feedback )UGaHf"K B2RP2N3DON_XDli{;GS &\{!3(muB ;ux+YsDmA #-N V./r^IVCY%=~?LkEhMXiqg44K)E Customers experiencing exceptionally good customer service are likely to do the following. Explain why customer service is important to the success of every organisation. You'll begin by creating a handful of scenarios with each one involving a different customer issue. !m]d)p3B^iabm=h"ueKjZ/z4kl'YS `lB-i]eRQBlmcy+#j'^aw[*ujTv#!+IKWc/kd -Taking courses -Ensuring that your written communications are clear, concise, concrete, correct and complete. This part of the lesson helps students creatively apply the concepts theyve learned in a more concrete way. Lesson Plan. 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. All of these factors and more can be uncovered just by being a customer yourself. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. Lesson Plan. - displaying superiority This customer service activity teaches students to apply their skills to solve a problem among employees. The second activity puts students into a customer service simulation that includes using customer service ethics and communication skills. Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. An introduction to customer service. Get Your Free Customer Service Lesson Plan Download! Customer experience simulation is essentially the reverse of role-playing. But what about training to help the team work better together? Level: advanced Age: 14-17 An organization truly committed to customer service is : -Willing to revise processes to reach it objectives, customer service worksheets, and more. Learners complete the 'Describing Customer Service' Worksheet. 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. Customer's satisfaction at having their needs met, Organizations satisfaction in terms of revenue, and Employee's satisfaction for a job well done.