This activity is adapted from The Big Book of Customer Service Training Games. This Customer Role Play Worksheet is suitable for 12th - Higher Ed. Print Customer Service Problem Solving: Process & Example Worksheet 1. Often, a good memory is the difference between a decent customer service employee and a truly excellent one. Customer Service Means… Duration: 20-30 minutes. Welcome to ESL Printables , the website where English Language teachers exchange resources: worksheets, lesson plans, activities, etc. The service reps in Group B are given the task to resolve the situation. Alice has just found a fraudulent charge on her credit card and calls customer service to get the issue resolved. Useful stuff . If you’re looking to train new team members, engage in role-playing as a group, or just improve your own ability to handle tricky customers and situations like a pro, consider these flexible scripts for the 12 most challenging customer support scenarios. In our present world where the customer is a king, where Customer is First, where you can choose to deal with a company, or another one, competition rules the markets.Consumers like to be shown interest and to be sure their satisfaction and well-being are taken into consideration. Students will analyze how to anticipate customer needs. Answers will vary. People can always learn new skills, but it's difficult to train someone to have the right—customer-focused—attitude. In the year March 2009–10, the number of repeat visits was 807,346. My class of adult learners were struggling to associate fractions with real world scenarios so I created this worksheet based on honest situations. Front-line employees dread these words because they know what's coming. Those are activity cards/role play for 6 different customer service situations. Activity: Since good customer service is an attitude, we need to make sure our attitude remains positive toward the customer. Students work in small groups to develop a role play showing what happened and write a letter of complaint to the customer service manager. Overall, the Importance of Customer Service Skills lesson is … You can measure student grades according to the provided rubric. Not the best choice. For more exercises like this, which are great for remote contact centres, read our article: 10 Fun Customer Service Activities That Will Make Your Staff Smile. Here are a few scenarios the customer service people find quite challenging and how they can deal it the best way beneficial to the company: An Angry Customer. A comment on customer service requirements from the Museums Association (2004): average couple and reflects a fairly typical customer experience, with a mix of good and not so good elements incorporated into the scenario. CUSTOMER SERVICE LESSON PLAN TRAINING WORKSHEETS TEACHING SYSTEM REPORT SEMINAR EXAMPLE PROMPT TOPIC WORK SKILLS FREE STUDENTS EDUCATION SYLLABUS BUILD STRATEGY EXERCISE ACTIVITY CLASS PROJECTS TUTORIAL CURRICULUM ONLINE RESOURCES. CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. Successful service organizations hire first for attitude and second for skills. Entree Phone Etiquette Section 1: Placing or Receiving a Professional Telephone Call If you are answering a professional call, be prepared to: It's hard to conceive of a customer service training program that doesn't include at least some role-playing elements. 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. In this ESL worksheet, students listen to a story about a customer complaint. Use a combination of interview questions that include hypothetical scenarios to test customer service/support representative skills and multiple-choice and essay questions to test candidates on products unique to your company. Customer service workers do not need excellent leadership or management skills–becasue they don’t manage other people in job. Customer service is a necessary component of almost every business - and it's definitely a big component of Low Hanging System. Students work in small groups to develop a role play showing what happened and write a letter of complaint to the customer service manager. More American Express Research about Christmas shopping and perceptions of poor customer service. Write the following words and phrases onto index cards: extraordinary, delight, serve, above and beyond, discovering, like family, adding value, positive experience. They, too, have a goal – to calm down the customer and minimize the damage as much as possible. 6 Secrets to Better Customer Service Coaching Author By. This website and its content is subject to our Terms and Conditions. In this lesson, students will understand the importance of customer service in the Hospitality and Tourism Industry, particularly the travel industry and food service industry. Each question should relate to skills a customer service representative will need, such as good communication and critical thinking. Customer Service is the part of a business’s activities that is concerned with meeting customer’s needs as fully as possible. Is the goal of retail customer service: A) To keep customers happy B) To generate repeat business C) To create vocal supporters of your brand D) All of the above. As a trainer it is helpful to use this study to get participants thinking about the ‘service journey’ concept – the psychological process surrounding any customer interaction: Expectations Experience Regardless of what business you are in, customer service can be challenging. They might not be allowed to give a refund, for example, but are allowed to give away drinks or a few weeks of free service. Retail Hospitality Customer service. That means we need to focus on the positives, not the nega-tives of serving our customers. A collection of downloadable worksheets, exercises and activities to teach Customer service, shared by English language teachers. Additional forms, signs and exercises availble in the Customer Service Is FREE Companion Workbook. Customer service role playing is a critical component of an effective customer service training program. This customer service handbook attempts to provide tips, popular dos and don’ts, helpful hints, and checklists as well as proven : best practices in a customer setting. Individually, describe what you like about working for the Acronyms. It addresses the view from management, staff and the customer and their role in the chain of What are some physical techniques you could use to calm an agitated customer down? If you answered D, you might already have your head in the game when it comes to retail customer service. (510) 547-0664 The Cost of Poor Customer Service. I teach a class of adults who work for FedEx, thus the focus is on that company, but the cards are fully editable. Worksheet 1 1. Excellent customer service results in strong customer loyalty and increased visitor numbers, especially repeat visits. 2. Yet it is also vitally important. They do not need to be experts with computers either, and they do not have be in a great shape (physically). This customer service training game teaches not so much a lesson, but a memory technique that is proven to work. Here are some customer service role plays tips to get the most out of the exercise. How to respond to 12 tricky customer service scenarios. Barbara Burke. Tes Global Ltd is registered in England (Company No 02017289) with its registered office … Skills are not enough. If you want to see great customer service recovery in action, watch closely as a manager at a Four Seasons hotel fields a complaint from an unhappy guest. Remembering names and other key items about a person are absolutely crucial in the customer service world. Fractions - real world examples. Note that AE bases its research on survey methods, and its findings are usually overstated, and do not reflect actual customer behavior. In other words, customer service is virtually everything. (Coming Soon!) Worksheet An EEO/AA employer, University of Wisconsin-Extension provides equal opportunities in employment and programming, including Title IX and American with Disabilities (ADA) requirements. How to handle dissatisfied customers a) No b) No c) Yes d) Yes e) Yes f) Yes g) No h) No i) Yes j) Yes k) Yes 2. Replace the employees who left with new hires who have the right skills for the customer orders job. Lessons appropriate for: 7th 8th 9th 10th 11th 12th Graders. On the other hand, though, customer service can be time-consuming and pull you away from other important areas of your business. Acronyms is a quick, fun exercise to engage new advisors with fundamental contact centre topics, such as service excellence, soft skills and the customer experience. 5 important customer service sentences with key missing words that your class participants will need to find in the letters grid below, a hint next to each word shows if it’s in a horizontal row or a vertical column. In customer service industries, from fruit stands to cellular giants, how your employees treat your sales prospects affects how well your business succeeds. What You’ll Need: Pen and index cards, a timer. Provide a list of multiple choice questions for students to answer with different scenarios a customer service representative may encounter. The questions are diverse in difficulty from Entry level 2 to Level 2 making it a good worksheet as a starter or revision. Using such a method, a customer can click a button on a manufacturer's or consumer website, and receive a return call from a customer service representative, or call center agent in seconds. Take this fun customer service quiz and rate your own knowledge in service situations, courtesy of the founder and principal of Expressions of Excellence, motivational humorist, keynoter, trainer and communication consultant Craig Harrison! Published Aug. 31, 2010 Share it. The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. You want to make sure your customers feel satisfied and cared for and like their questions and concerns matter. Pick a weakness that is not essential for customer service, and show us how to try to improve on it. Customer service representatives will have to deal with many angry customers regularly. post; share; tweet; The nine most terrifying words an employee can hear are, "I'm your coach and I'm here to help you." Seventh Grade - Eighth … The main focus of the cards is on asking wh-questions, as well as yes/no questions in different scenarios. Ways to assess customer service/support skills in interviews. In this ESL worksheet, students listen to a story about a customer complaint. Train your staff using role play to make sure they understand your expectations. Pop quiz. 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