After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. How to Solve Problems teaches students how to take a win-win approach to solving problems for customers. After all, you need lessons that help you teach customer service in a relatable way, and that’s a challenge at every grade level! After the class discussions and group work, it’s time to circle back and review what your students have learned. The closure portion of the lesson involves students watching a movie scene between a restaurant server and customer. 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! Based on a given scenario, the student will create a customer backstory to explain why they acted in a certain way. Smile: Sell More with Amazing Customer Service is the winner of 8 awards, including the Teachers… Download the lesson plan … Lancaster, PA 17602 Is the customer king? Materials:. After a few minutes, call on a student from each group to share one of the scenarios that was shared. By: The “soft skills” are discussed and reinforced. Click below to get your free customer service lesson! Customer Service Lesson Plan Learning Objectives. 1. Students will also learn ways to overcome those potential problems. Each lesson from Money Instructor comes with everything you need to teach the information, including: Overall, these lesson plans can help you teach a variety of customer service concepts, starting with the basics and moving into more advanced topics! Words and expressions for describing customer service … “Stepping into the shoes of your customers” exercise. Though the site is run by the Texas Education Agency (TEA), a teacher in any state can use the content. The main downside of this resource is the lack of materials included. Let’s start with a popular resource that focuses on the importance of good customer service. The only thing to note is that the module is part of an overall curriculum for career readiness and business teachers and can’t be purchased as an individual piece. Customer Service Module from Business&ITCenter21. To make your life easier, we’ve put together a list of, The Importance of Customer Service Skills from Texas CTE, Customer Service Lesson Plans from Money Instructor, Demonstrating Effective Customer Service Skills from Scott Yamahata, Customer Service Module from Business&ITCenter21, 1. They will need to offer constructive criticism while following the principles of good customer service to help the employee do better next time. What do you want to know about customer service? The second activity puts students into a scenario from the customer’s point of view. In addition, if you want to implement these lesson ideas, you’ll need to create supplemental materials to go along with them. 2. In that section, you’ll 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. Then have them move through each of the five steps, encouraging them with the next step if they seem stuck. Our collection is growing every day with the help of many teachers. Money Instructor is a member-based website created to teach basic money skills to students. Student lesson and lesson worksheet (see below) Suggested Method of Instruction: The teacher or facilitator could either read through the content of the lesson … The module test includes information found across all lessons in the module and is automatically graded through the digital system. In this lesson, students will understand the importance of quality customer service by determining ways to provide service that anticipates customers' needs, and creates a successful business in the Hospitality and Tourism Industry. 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. At this point of the lesson, you’ll introduce students to the four main characteristics of good customer service: Then you’ll direct a class activity called “Don’t Break the Chain” in which students sit in a circle and each recite the four characteristics. This portion of the lesson actually references the use of a worksheet from the Money Instructor Introduction to Customer Service lesson plan mentioned previously. Schools run smoother with this level of professionalism. ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. Students can then write their answers and then partake in an instructor-led class discussion. A graded article, an online quiz, a printable worksheet and an mp3 listening on this holiday. 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. What is the importance of customer service? In the Reinforce phase, students identify good and bad customer service characteristics based on real-life customer experiences. 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. 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! Customer Service Module from Business&ITCenter21, The module content is presented according to the, Customer Service Representative Characteristics, In total, the Customer Service module has. This will require students to complete a questionnaire about a recent customer service experience they had at a local business. After everyone has finished their role play scenario, it’s time to check for student understanding. Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. You’ve read about four in-depth customer service curriculum resources and each one is a great option depending on the needs of your classroom. Lessons Learned Working In Customer Service. The module content is presented according to the four phases of learning with an accompanying summative assessment: In the Explore phase, students will complete two introductory activities. Name a time when you got good or bad customer service. Customer service in a medical setting has a unique set of challenges … teaches students the basics of customer service and how it impacts both businesses and consumers. Next, it’s time for students to role-play one of the scenarios students created during the previous part of the lesson. What happened? For Teachers 10th - Higher Ed. Recommended Lesson Plan : Customer Service. Business&ITCenter21 is a digital curriculum system designed to teach crucial career readiness skills to middle and high school students. Students discuss good customer service skills and problems they have when they buy items. Customer service is one of the most important skills to teach in a career readiness class. This activity teaches students to apply customer service skills to solve a problem among employees. Learn what it is and how it impacts business and consumers. DIFFICULT CUSTOMER … These quizzes are automatically scored and can either serve as a non-graded formative assessment or a graded summative assessment. 2. A manufacturing company is uniquely positioned to benefit from activity-based costing. After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. Planbook.com - The easiest way to create and manage your lessons online, developed by teachers for teachers. Customer Service Lesson Plans from Money Instructor, Along with the lessons on money skills, they have a section on the website dedicated on career, work, and business lessons -- including, Dealing with Difficult Customer Personalities, Using Dissatisfied Customers to Improve Loyalty. Business Letters and Emails emphasizes the role that written communication plays in providing good customer service. After creating backstories, students will take part in a discussion on how to deal with difficult customers. Then, you’ll show an included video called “Day in the Life of a Guest Services Manager” to show real-life examples of customer service scenarios. You can either instruct students to answer the questions in their class journal or as part of a class discussion. Get Your Free Customer Service Lesson Plan Download! … For the next part of the lesson, you’ll divide your students into pairs. Next, it’s time for students to consider their own experiences in relation to good and bad customer service. Instead of creating dry, static copy for your training, use a mix of media to your advantage. This is a good way to incorporate a small game while helping students remember the key characteristics of good customer service! hbspt.cta._relativeUrls=true;hbspt.cta.load(128824, '884a5d64-a82a-4c84-a0f0-3ec388fa03ed', {}); Ken leads the software development team to ensure that our system is always available and easy to use. Identification and creation of memorable experiences for your customer service … Customer service should be relatable. Assign one role-player to be the customer service agent, and the other to be the customer. The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. In addition, you can wrap everything up with the optional current event assignment that instructs students to write a report about customer service. The lesson is also broken into six parts: The anticipatory set is how you’ll introduce students to the concepts of 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! As part of this activity, students will come up with examples of each type of customer service. In addition, you’ll find a ready-to-use customer service lesson plan you can implement in your classroom in minutes! … Now it’s time to introduce students to the difference between reactive and proactive customer service. Along with the lessons on money skills, they have a section on the website dedicated on career, work, and business lessons -- including lessons on customer service! These activities are an excellent way to reinforce what students have learned so far by tying the lesson topics to real-life examples. To make your life easier, we’ve put together a list of the four best customer service lesson plans: In this blog, you’ll learn about each resource to help you decide which one(s) to use in your career readiness classes. From our free math , reading & writing , and science lesson plans, learning will be enjoyable and … © 2007-2020 Texas Education Agency (TEA). Learn to recognize the traits of a loyal customer and the importance of customer loyalty to a business's success. To start, you’ll have to find the worksheets from Money Instructor that are referenced in some parts of the lesson. 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. In addition, they’ll learn how to use that information to provide better service. As a result of this lesson, students will: 1. When customer service skills for teachers are in place, everyone’s life is easier. means taking preventative action based on previous knowledge of issues. But if you need to start teaching customer service, you likely want a ready-to-use lesson plan you can implement right now! This involves students using critical thinking to answer questions about customer service and its role in businesses. Length. For Teachers 10th - Higher Ed Students discuss good customer service skills and problems they have when they buy items. This is a great way for you to formatively assess student understanding of service from a customer’s point of view. Determine the meaning of words and phrases as they are used in a text, including analyzing how an... Materials. teaches students how to understand customer demographics to determine what their needs and wants may be. Reactive customer service involves dealing with an issue when it comes up. Most people have … CUSTOMER NEEDS AND WANTS . After the anticipatory set, it’s time to move to the included PowerPoint presentation, during which students can take notes. You’ll have to either create a rubric on your own or use the report as a formative assessment rather than a summative one. Customer service … A FREE 14-page ESL Lesson plan on Customer Service Day. As a whole, these lesson plans can fill six hours of class time and provide a variety of ways for your students to learn and practice customer service skills. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a digital curriculum system. … Ken Richard on September 19th, 2019, Career Readiness | Students read an article about the opinions of business travellers on the customer service at hotels in different parts of the world. teaches students effective strategies for handling complaints both in a proactive and reactive manner. Overall, these activities will help your students understand the basics of customer service before jumping into the more detailed topics. Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. In the Reflect phase, students complete an activity to reflect on what they’ve learned so far. Eslflow's guide to teaching complaints, requests and customer service with vocabulary and speaking lesson plans & activities. Using Dissatisfied Customers to Improve Loyalty ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. Students work in groups to answer the first question on the sheet, then present their answer to the rest of the class.