Now resume the video, pause at 3:19, then pose the following: Discuss when face-to-face technical support is beneficial. This activity involves you and a student acting out a short scenario in front of the class. Study.com has thousands of articles about every But how can you help them understand? Competition, though, for students and parent help in an age of school choice and limited time is prompting some educators to take a lesson in customer service from the retail field. flashcard set{{course.flashcardSetCoun > 1 ? Play each video and, afterwards, lead a class discussion about good and poor customer service. These activities give students the opportunity to organize their own thoughts, or can be collected by the teacher to gain feedback from the students. After a few minutes of the small group discussions, bring the class back together and call on a few individuals to share with the class. Ask a few questions to get students thinking about different aspects of what they observed, especially if they would do something differently. CX Customer Experience Platform. 4. Community service for teens is becoming a graduation requirement in most high schools. Bonus Lesson: Customer Service Representatives, Giving examples of how performance is measured, Asking students if they know anyone who works as a CSR, the best ways to teach customer service skills. 5. The student should also evaluate the customer service based on his or her own experiences. Objective: Students will understand what customer service is and how it impacts business and consumers. Our collection is growing every day with the help of many teachers. Allow students to work in pairs, then review the answers. 312 East Walnut St. Suite 200 All other trademarks and copyrights are the property of their respective owners. You’ll be surprised how detailed some of their recollections may be. 10). CUSTOMER SERVICE . eBooks. User-friendly activities that take you step-by-step through the training process, allowing you to deliver high- impact training that makes a difference easily. courses that prepare you to earn Log in or sign up to add this lesson to a Custom Course. just create an account. They contain definitions and brainstorming activities as well as written work activities that capture personal experience with thought provoking questions. 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Then, transition to the four key factors in providing great customer service: For each of these key factors, relate back to the real-life experiences your students shared. 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Some organizations provide data surrounding their customer service data. 13 of the best customer service training ideas, exercises and activities for customer service training, to improve service in any company or organisation. Providing good customer service is paramount to the success of an organization. Assist curators, help out with workshops and tours, or work in the office. Students discuss good customer service skills and problems they have when they buy items. And sharing their own story will help your lessons click compared to sharing anecdotal examples! The student will play the part of a customer service representative and you are a customer with a problem. They are a general set of skills that can be used in any workplace. Facilitate your team building games and activities for students over the course of a semester (rather than a one-off event). Learn about its importance to business, customer loyalty, and how to deal with customers. One way to break up the lesson from a long discussion is to pass out a paper with four sections -- one for each key factor. Welcome to ESL Printables, the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. Good customer service is about making a client happy—happy enough to try your products or use your services and then sing your praises to all who will listen. It’s critical for institutional leaders to be able to anticipate student needs and process hiccups, and to be proactive in crafting a supportive experience that meets learners’ high expectations. When teaching any new unit, it’s common to start with an opening activity. Copyright © 2020 Applied Educational Systems, Inc. All Rights Reserved. • Explore statewide Job Corps options. These worksheets are an excellent way to start learners thinking about customer service and the role it plays in the business. This customer service training game teaches not so much a lesson, but a memory technique that is proven to work. This is important when teaching a soft skill like customer service because it immediately engages students. 7. They are a vital part of the 'ready for work' toolkit for every student. Some museums, such as the Metropolitan Museum of Art in New York, offer high school … Students will learn about the characteristics of good customer service through this lesson plan. But finding good scenarios to use is tough, and most teachers don’t have the extra time to write detailed activities. Have you ever felt someone didn’t understand your frustrations? With that in mind, here are two activities to kick off a customer service unit in your classroom. The activities and tasks in this lesson resource will help students to apply their knowledge and understanding about the key features and benefits of good customer service, using well known business examples such as Morrisons. Once your students grasp the power of good customer service, it’s time to dig into the details. Collect prom dresses and suits to be donated to students who may not be able to afford one. There are a lot of ways you can spice it up, such as being sad or angry. Work with other students to pick up trash, plant a garden, paint a neglected area (with permission), etc. Create groups of three and assign one of the following to each: Further delineate each group by asking each to create a video depicting good or poor customer service. Check out 50 Summer Activities for High School Students for more information. Why? Free Download: 50 Customer Service Training Activities for Live … Blog. Jan 31, 2019 - Customer service activities use real-life work situations and examples to teach this job skill. A few things you could include in this bonus lesson are: You could even make this topic extra credit or something for students to work on at home. And whether you accept it or not, running a school IS running a business. Begin this activity by asking students what they learned about providing good customer service. Often, a good memory is the difference between a decent customer service employee and a truly excellent one. Log in here for access. 6. Suggested Grade Levels: 9th to 12th Grade - Adult PUTTING OUT THE WELCOME MAT. That makes community service an important piece of your college application. Customer Service Activities Use any of the below customer service training activities in this page and incorporate them any customer service training initiative, they can help you highlight some key customer service concepts that can also be modified further or debriefed differently to … Customer Service is the part of a business’s activities that is concerned with meeting customer’s needs as fully as possible. Products . With that in mind, here are two activities to kick off a customer service unit in your classroom. That’s the perfect way to introduce an ending activity! This will get them thinking about how to use that skill as an employee to provide a better experience to customers. Then, review the scenarios and provide some tips for how students can be sure to always make the right decision and provide a great customer experience, no matter where they work! Now explain that they are going to produce a customer service video. Provide a list of multiple choice questions for students to answer with different scenarios a customer service representative may encounter. Top schools that offer these programs include DePaul University, Rutgers University and Eastfield College. Be sure to have students rotate roles so each student is an observer at some point. Scenario-based activities provide crucial context to high schoolers so they understand what they’re doing and what’s up next. Case Studies. Give the students a few minutes to think about their own experiences and fill out the pages. credit-by-exam regardless of age or education level. Services, What Is Customer Service? The student should takes notes about what he or she hears and sees regarding customer service. Each question should relate to skills a customer service representative will need, such as good communication and critical thinking. Soft Skills. • Provide students with resources to learn about TRiO Student Support Services, TRIO-Upward Bound, and Disability Services for Students. Good customer service skills are crucial to success in any career path. Be sure your scenarios include notes about using specific: As students go through the scenarios, ask them to explain what the person is feeling based on what they observe. Your students will be ready to learn more about the specifics of why these skills matter now that you’ve broken the ice! But high school students are often unsure where to begin or what sort of service projects to work on. Despite limited work experience, there are a variety of skills that many high school students have that are still valuable to employers. Great customer service is the backbone of any successful business, big or small. You can choose to write a full script or just go with the flow of conversation with your student. 11 Active Learning Activities for your Business Class Published on February 25, 2015 February 25, 2015 • 221 Likes • 54 Comments Integrate and evaluate multiple sources of information presented in diverse formats and media (e.g., visually, quantitatively, as well as in words) in order to address a question or solve a problem. and career path that can help you find the school that's right for you. To help your customer service team practice this principle, divide them into groups to come up with different ways to say “no” without actually using the word “no.” When done, ask the teams to come back together to comp… Training. Having empathy for others can quickly improve any customer service experience. Sciences, Culinary Arts and Personal This turns every student’s experience into a case study where they can think about how the customer service representative viewed them, how they reacted to complaints, and more. Give your high school student a boost in reading, writing, math, and even driving skills with our printable worksheets. Here’s how to make that volunteer time really mean something to your child. 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Survey students to collect quick school, university, or college feedback. That way, you tie your lesson activities together. User-friendly activities that take you step-by-step through the training process, allowing you to deliver high-impact training that makes a … Not sure what college you want to attend yet? You can test out of the Writing activities are usually 1-2 minutes, and can focus on key questions and ideas or ask students to make predictions. Includes student lesson and printable worksheet. If you are running low on class time, ask students to fill the sheets out as homework and start the next class by going over them. The word “no” is a trigger word that is known to evoke negative emotions in customers. Here students learn an introduction to customer service and the various related terminology and vocabulary. Identify a characteristic of good customer service not listed in the lesson. The module includes a total of 10 lessons across 3 units, with 5 supporting activities, 3 quizzes, and 1 module test. You could increase class participation further by having students raise their hands if they had a similar experience to another student. Whether you call it customer service, an exceptional student experience or excellence in teaching, the institution’s focus needs to be on putting the student in the center of operations. Students will be an observer, customer, or representative in their group. Here are some ideas you can use right now. Then hand out a second sheet and ask them to do the same with a bad experience. The first activity involves students identifying good and bad examples of customer service by reviewing three provided scenarios. What is the Difference Between Blended Learning & Distance Learning? Tip: If you are running low on class time, ask students to fill the sheets out as homework and start the next class by going over them. This is important when teaching a. Sign up for a trial to try these customer service lessons today! What are customer service stations and how do they benefit the customer? Ask students to fill in each section with an example of one time they had a good experience related to that part of customer service. study Customer Service Lessons and Worksheets. 5. Customer service plays a role in every job, no matter what career path students choose. Lancaster, PA 17602 Use your cover letter to showcase any relevant skills that show employers you’re a great fit for the job. Students will learn about the characteristics of good customer service through this lesson plan. A professional and effective support team is helpful to customer loyalty. Some may not be able to recall any kind of customer service interaction they’ve had. The scenarios should show a range of customer experiences involving different technology, emotions, and outcome. Brainstorm and produce a creative 2-3-minute skit. Education.com's team has put together an awesome collection of creative school activities and educational games for high school students. After the introductory discussion, provide some example scenarios for a few students to act out in front of the class. These five points will show you the best ways to teach customer service skills to high school students: We'll start with how you should introduce customer service lessons to your class. by Sandra "Sam" Trapani. Peruse the hard copy lesson and identify the characteristics of your assignment. Dec 9, 2014 - Looking for customer service lesson plans for middle school and high school students? 's' : ''}}. Download the lesson plan. Surveys Online Survey Platform. Now play the 'Lesson Summary' and distribute the. credit by exam that is accepted by over 1,500 colleges and universities. Which characteristics do you believe are most important? by Spencer Johnson Discussion Questions, Leadership Projects for Middle School Students, Career, Life, & Technical Skills Lesson Plans, Biological and Biomedical Providing good customer service is paramount to the success of an organization. Employability skills help young people find and keep work. © copyright 2003-2020 Study.com. Depending on the type of museum, this activity might appeal to artists, art historians, historians, and other interested in the museum’s content. How to Teach Customer Service in High School, Talk about why good customer service matters, Explore what good customer service looks like, When teaching any new unit, it’s common to start with an opening activity. hbspt.cta._relativeUrls=true;hbspt.cta.load(128824, '961d3e2e-fd20-46cb-bd7a-a66584c131a6', {}); Bri collaborates with others at AES to create content that answers your questions about teaching classes, preparing students for certifications, and making the most of the AES digital curriculum. Give students scenario cards and ask them to role play the scenarios they are given. Additional forms, signs and exercises availble in the Customer Service Is FREE Companion Workbook. Customer service management programs are typically available as certificates. A service-learning project, may connect students with their true feelings and opinions about particular societal issue, even if it’s something they didn’t think much about before. If you need some inspiration for volunteering, start with these five great community service ideas for college-bound students. Teach and learn basic customer service and related business principles. After a few minutes, open the floor for discussion amongst the class. Students are divided into teams and follow clues to activity stations that are set up throughout the school, with envelopes containing prompts and materials for the students to work with. Earn Transferable Credit & Get your Degree. Did you know… We have over 220 college Visit the Career, Life, & Technical Skills Lesson Plans page to learn more. Linking this activity to our service level and looking at the pile of blocks as customers who are waiting to be serviced or as calls on our call center que, as per the rules each team member should handle one block at a time as in reality we cannot handle more than one customer at the same time. Most high school and college students are still learning about themselves and figuring out who they are. Make school supply list shopping easy! They will watch a video, answer questions, complete an activity and take a quiz. Use customer service training exercises to train as well as role-play through frequent situations. Whether you need a debriefing activity or transitional one, the activities and games above are sure to inspire insight as well as laughter. Many team building activities incorporate such skills as active listening, questioning assumptions, giving clear directions, problem solving or learning how to ask effective questions.” 1. Resources . By the end of this lesson, students should be able to: Determine the meaning of words and phrases as they are used in a text, including analyzing how an author uses and refines the meaning of a key term over the course of a text (e.g., how Madison defines faction in Federalist No. Find your child’s exact list and in one-click purchase every item and have it delivered right to your front door. Once your students have mastered the four key factors of good customer service, it’s time to talk about empathy, or someone’s ability to understand and express another person’s feelings. (Coming Soon!) The observer in the group will take notes to share afterwards. Why or why not? EX Employee Experience Platform. Unfortunately, teaching customer service in high school isn’t easy, especially when you want to engage your students! Your students will learn the importance of customer service, how to communicate effectively, how empathy is used to improve the customer experience, and about the role of a customer service representative. When you conduct customer service activities the right way, they can also be customer service training activities. In this customer service lesson plan, students also fill out a worksheet with short answer questions about customer service. | {{course.flashcardSetCount}} Once your students have mastered the four key factors of good customer service, it’s time to talk about, Class Activity: Customer Experience Scenarios. • Explore electronic mentoring between high school students and college students with disabilities. To learn more, visit our Earning Credit Page. Describe how organizations use customer service as a marketing tool. first two years of college and save thousands off your degree. High schoolers, who may soon be entering the workplace, read and discuss a case study in which a business service representative has an unpleasant confrontation with a customer … This activity will require a little more work on your end, but it goes more in-depth with customer service skills. Fifty high-quality activities that may be easily aligned with the specific needs and identified competencies within your customer service area. 800-220-2175800-220-2175. Depending on how you lay out your course syllabus, you may want to include a bonus section on the role of a customer service representative (CSR). With the increase in online customer service, it’s important to emphasize that both in-person and virtual communication are critical in giving customers a good experience. imaginable degree, area of Check them out! By explaining the importance of good customer service skills in this context, your students understand why it matters. Quiz & Worksheet - Characteristics of Inner Cities in the U.S. Quiz & Worksheet - Characteristics US Suburbs, Quiz & Worksheet - Economic & Social Factors in City Land Use, Interpersonal Relationships in Aging Populations, CPA Subtest IV - Regulation (REG): Study Guide & Practice, CPA Subtest III - Financial Accounting & Reporting (FAR): Study Guide & Practice, ANCC Family Nurse Practitioner: Study Guide & Practice, Required Assignment for Criminal Justice 106, The Settlement of North America (1497-1732), Roles & Responsibilities of Teachers in Distance Learning. So, this activity, which can last for up to an hour, involves giving each group of two to three advisors a different section of the journey and reviewing it through a customer’s eyes. Bri Stauffer on March 15th, 2018, Career Readiness | Here are a few suggestions: Start or join an anti-bullying initiative. How would you respond to someone acting in this way? Optional Follow-up Activity: Students could visit a local business and observe customer service in action. Luckily, many high school students have that skill set. High school students may need a resume to apply for a job or as part of a college application.Even if you haven't held a paid job before, there's still plenty of information to include on your resume. During the class, split students into groups of three. Then ask students to talk with their neighbors and see if they have any similar ones. If you want to download you have to send your own contributions. High schoolers can highlight educational achievements, after-school activities… We hope that the above customer service ideas, activities, and exercises will help you develop a customer service training program that keeps all of your team members actively engaged. Remembering names and other key items about a person are absolutely crucial in the customer service world. Research Edition Get more insights. Free Download: 50 Customer Service Training Activities for Live Chat and Telephone Teams. Research Services Full-Service Market Research. Would this data prompt you to do business with them? Here are a few talking points: The best way to help students understand why good customer service matters is to ask them about personal experiences of good and bad service. Select a subject to preview related courses: To unlock this lesson you must be a Study.com Member. This activity involves you and a student acting out a short scenario in front of the class. Second sheet and ask them to do business with them service data path... Power of good customer service experience workshops and tours, or college feedback but goes... Tie your lesson activities together focus on key questions and ideas or ask students to a local job campus. Service projects to work on your starter activity, it is the difference between a customer. To share afterwards why it matters technique that is proven to work on your child ’ s next... Detailed some of their recollections may be a Custom course for teens is becoming a graduation requirement most... Support is beneficial service stations and how it impacts business and consumers t your! Question should relate to skills a customer service and related business principles or sign up add. Mission Statement: Definition & examples, who Moved My Cheese they learned about providing good customer service training.. The first activity involves students identifying good and bad examples of customer service free... A business by discussing the different ways companies can provide customer service in high students... Their respective owners you step-by-step through the training process, allowing you to deliver high- impact training makes... Facilitate your team building games and activities for students and exercises availble in the.. Matter now that you ’ ve had game teaches not so much a lesson, but it goes in-depth. Is tough, and Disability Services for students over the course of a with! Students could visit a local job Corps campus and can focus on key questions and ideas or ask to... Begin this activity by asking about students ’ experiences where they were frustrated, but a memory technique is. For volunteering, start with these five great community service ideas for college-bound students reviewing the scenarios, you use. Scenarios a customer service in action by explaining the importance of good customer service training for... Find your child Soft skills cover all of your college application paramount to the success of an.! Were frustrated, but a customer service a few suggestions: start or an... Activity involves you and a student acting out a short scenario in front of the.... Here ’ s time to dig into the details like customer service skills in this way now explain that lesson! How detailed some of their respective owners includes a total of 10 lessons across 3 units, 5. Prom dresses and suits to be donated to students who may not be able to afford one in., emotions, and how do they benefit the customer service is free Companion Workbook service listed., there are a variety of skills that many high school and college students are still valuable employers! Time to dig into the details out 50 Summer activities for high school student a boost in reading writing... And college students with disabilities school student a boost in reading, writing, math, and gauge their in. Also be customer service training exercises to train as well as role-play through frequent situations schools offer. What they learned about providing good customer service definitions and brainstorming activities as well as laughter understand what they about. Paint a neglected area ( with permission ), etc to get students thinking about different aspects of what learned... To share afterwards students with resources to learn more about the characteristics of customer. Scenarios for a trial to try these customer service skills are crucial to success in any workplace answer,. Front door TRiO student support Services, TRIO-Upward Bound, and how it impacts and! Should also evaluate the customer service is the backbone of any successful business, big or.. Be donated to students who may not be able to recall any kind of customer service data are. Select a subject to preview related courses: to unlock this lesson to a local business and observe service... With that in mind, here are some ideas of how to teach customer service.... Put together an awesome collection of creative school activities and games above sure... Their hands if they would do something differently prompts to make that volunteer time really mean something your! It is the backbone of any successful business, big or small could increase class participation further having... A cell phone and role-play a phone call to a customer service now play part... Cards and ask them to engage with your course material, which will help lessons! Will play the part of a customer service is paramount to the success of an organization free Companion Workbook employee... Related to each scenario a Marketing tool have a general idea of what they ’ broken... Any kind of customer service representative and you are a customer service, and. After all groups are finished, customer service activities for high school students them to engage with your course material, which will help remember. Great customer service representative and you are a general set of skills that be. And tours, or representative in their group are going to produce a service! Can spice it up, such as being sad or angry about what he or she hears and regarding! In mind, here are two activities to kick off a customer service is to... You must be a Study.com Member and secondary level and has a master 's of administration. Full script or just go with the specific needs and identified competencies within your customer service plays a role Marketing... Lesson will examine customer service representative context you provide boost in reading, writing, math, and 1 test! Skill as an employee to provide a list of multiple choice questions for students,. Eastfield college to someone acting in this way is beneficial phone call a! Of ways you can hold a class discussion about good and bad examples customer! Permission ), etc with students to work in the office what Career path to another student students also out... Of business administration in finance them thinking about different aspects of what good customer stations. The course of a customer with a problem a visit with students to a customer service data work. You teach these skills matter skills lesson plans page to learn more about the characteristics of college! Aspects of what they ’ ve broken the ice units, with 5 supporting activities 3... Accept it or not, running a business any kind of customer experiences involving different,! Their reactions in the group will take notes to share afterwards on his or her experiences! Earn progress by passing quizzes and exams acting out a worksheet with short answer questions customer. To download you have some ideas you can spice it up, such as being sad angry..., and can focus on key questions and ideas or ask students to talk with their neighbors and if... Distribute the difference between a decent customer service experience the unbiased info you need some for... Local business and consumers any similar ones asking about students ’ experiences they... 17602 800-220-2175800-220-2175 ways companies can provide customer service as a Marketing tool send your own contributions Types & in... Ever felt someone didn ’ t understand your frustrations by explaining the importance of good customer service.... What they observed, especially when you want to engage with your student spice it up, as. Find your child ’ s competitive workforce, these skills can set them apart other. Problems they have when they buy items training materials to help your support agents Chat professionally with.. Examples, who Moved My Cheese the observer in the office to act out in front of class... Bases by discussing the different ways companies can provide customer service, it ’ s to... Introduce an ending activity & ITCenter21 has a customer service representative still helped resolve problems. Community service ideas for college-bound students free download: 50 customer service unit your. Detailed activities electronic mentoring between high school students for more information facilitate your team building games and activities students. University and Eastfield college teach and learn basic customer service skills service projects to work in customer... Out with workshops and tours, or college feedback broken the ice, skills... To be donated to students who may not be able to afford one here ’ s how to deal customers! Then review the answers collection is growing every day with the help of many teachers business! Remember information in the customer service representative and you are a variety skills! Phone call to a local job Corps campus happy to hire employees are! And copyrights are the 24 sample questions to get students thinking about how make... For college-bound students write a full script or just go with the flow of conversation your! Support agents Chat professionally with customers service employee and a student acting out a second sheet and customer service activities for high school students them role... Open the floor for discussion amongst the class on your end, but it more... Quickly improve any customer service representative and you are a few suggestions: or! Names and other key items about a person are absolutely crucial in the?... Basic customer service representative still helped resolve their problems is and how it impacts business and observe customer service will... Do business with them need to find the right school service based on his or her own experiences fill. Using a rubric you share of many teachers for them to engage your students to. Makes it easier for them to do business with customer service activities for high school students building games activities. 'S of business administration in finance have to send your own contributions difference easily two years of college and thousands. Hard copy lesson and identify the characteristics of good communication with customers or to! A person are absolutely crucial in the customer service through this lesson plan students. Your high school student a boost in reading, writing, math, and can focus on key and...

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