Each person should share with their group the situation and how they handled it. Power of One. What You’ll Need: A measuring tape, random items of clothing and accessories. Then hand out or email a test. Ask another volunteer to stand up, and offer her the coat, this time asking questions like: Does it fit well? Although each of these activities work brilliantly as general customer service training activities, there may be times you want to focus on a particular area of learning. It sounds simple enough to say that service must be given with a smile, … Have two groups of three line up to face each other and give them two minutes with each person to ask and answer the following questions: After the three rounds (meaning that the three participants in line one have spoken with all three participants in line two), have each individual fill out a sheet in which they recall the answers for each of the people they talked to (feel free to get creative with the questions). By explaining the importance of good customer service skills in this context, your students understand why it matters. Depending on their company, an employee might invite customers to take a survey or contact them directly. Business&ITCenter21 has a Customer Service module dedicated to help you teach these skills to high school students. Fortunately, not all schools treat teaching like customer service. There are a lot of ways you can spice it up, such as being sad or angry. This activity is adapted from The Big Book of Customer Service Training Games. Then have each group spend five minutes coming up with a rude, demanding, or vague statement a customer could say based off of their own experiences. This experience could be due to a number of factors, whether it be a difficult customer, internal error, or multitasking strains. Afterwards, ask them to be more specific and give more details. Emler Swim School Grandview, MO. Give your students prompts to make them feel the urgency of the situation, and gauge their reactions in the context you provide. Problem solving skills. If you are all well-acquainted with one another, have each team member create a customer persona, with a fake name and a picture of a celebrity. 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. Your students will be ready to learn more about the specifics of why these skills matter now that you’ve broken the ice! The activities in this eBook can be great training materials to help your support agents chat professionally with customers. Teacher and Customer Service Rep ← Back to Jobs. Site Map | This classic science class project isn’t just for teenagers—it’s also an activity that can help adults think outside of the box and connect with their deeper problem-solving skills and abilities. You could increase class participation further by having students raise their hands if they had a similar experience to another student. No one likes to hear that the thing they want is … If this is online, have each team member share a picture of themselves in a group chat as they state their name. 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. Copyright © 2021 Comm100 Network Corporation. The first person is to hold the ball of yarn in his or her hands, and then state a fact about themselves. Scenario-based activities provide crucial context to high schoolers so they understand what they’re doing and what’s up next. Lancaster, PA 17602 Telephone is a familiar game for many, as it teaches the importance of direct communication. Customer service skills training: Training a support team for customer service skills is the most crucial step for any company. 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. The concept of an attitude anchor is an activity or thing that helps you maintain the awesome attitude you need in order to be effective in customer service. 10 Customer Service Activities To Supercharge Your Team, The Big Book of Customer Service Training Games, 4 Simple Reasons Why You Need Online Chat on Your Website. To learn about these customer service activities in more detail and download a lesson plan, read this article: Customer Service Lesson Plans for High School. Listen attentively and actively. The process of customer service education has to be clear and easy to follow. Save 30% compared to buying separately these worksheets, escape activity, folded paper project, and card set of 40 questions (use a group activity, warm-up, exit tickets, or writing prompts). At the end (and after a number of chuckles), you’ll find that the web is incredibly tangled—proving the importance of your interconnected team. Quality customer service extends beyond the time in the store. Some may not be able to recall any kind of customer service interaction they’ve had. Often, it’s up to … “Customer service surveys and [improved] hospital amenities are becoming commonplace,” Welfeld says. The purpose of these activities is to give an overview of the importance of good communication and how an employee can affect the emotional state of a customer. With that in mind, here are two activities to kick off a customer service unit in your classroom. Don’t forget to share. After the class discussions based on your starter activity, it’s time to talk about why these skills matter. Additionally, some activities are especially short and fun, which makes them ideal for working as energizers, to raise energy levels during the course of a day or when a team has returned from a break. Once students have completed the scenario questions, have them self-grade using a rubric you share. This way, participants can see the difference between planning for a trip in which they know their destination, and planning for one in which they don’t. The scenarios should show a range of customer experiences involving different technology, emotions, and outcome. This is important when teaching a soft skill like customer service because it immediately engages students. This is important when teaching a soft skill like customer service because it immediately engages students. If a person says clothes, for example, ask them if the clothes are for warm or cold weather. 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. hbspt.cta._relativeUrls=true;hbspt.cta.load(128824, '961d3e2e-fd20-46cb-bd7a-a66584c131a6', {"region":"na1"}); 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. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. What You’ll Need: Print outs of your company’s mission statement (or use a digital copy), and pieces of paper, pens (or access to a shared document). This activity, like Say My Name, drives home the point that customer service representatives need to remember who they’re talking to at all times. … This memory game is a great resource to use if your agents are having trouble remembering names or faces. In the second round, give each group a slip of paper with a destination, and ask them to repeat the activity. When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer + Read More, If you work in post-secondary education, you’ll know just how competitive an industry it is. Emler Swim School Kansas City, MO. Afterwards, ask your judges to discuss how the customer service agent handled each step, and to come up with their own diagnosis. Great Customer Service Skills for a Security Officer. A professional and effective support team is helpful to customer loyalty. ), What You’ll Need: A list of relevant phrases/words to your industry and company. Student lesson and lesson worksheet (see below) Suggested Method of Instruction: The teacher or facilitator could either read through the content of the lesson or could require the students to read it on their own. 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. Explain to team members that within each quadrant they are expected to perform the assigned activity for 45 seconds: Singing nursery rhymes as loudly as possible; At first you will assign people to their first quadrant to keep the amount in each space even. The company shouldn’t neglect feedback and improvement ideas from new employees. Even if reps have good product and company knowledge, they can’t provide great service without being trained on the right set of skills. Start with Customer Service Activities When teaching any new unit, it’s common to start with an opening activity. This means that the expense of training can often seem like a waste, which means employees often go without essential teaching of customer service … The idea here is to explain why the customer may have become difficult—for example, maybe the difficult customer had a bad day or a subpar experience. This activity is adapted from The Big Book of Team Building Games. Disney handles over 135 million customers in their parks each year, so customer service isn’t something they take lightly. In conventional customer service, apologizing at least lets you know that the company is recognizing that it did something wrong. Provide a list of multiple choice questions for students to answer with different scenarios a customer service representative may encounter. If someone says money, ask if cash or card is better where they are heading. By clicking "Subscribe", you agree to our Privacy Policy. Then encourage your workers to think about little things that help them elevate their moods, and write those down as well. Posted: over a month ago $13 to $15 Hourly Part-Time Job Description: Dive into a busy job where your smile and a high-five could change a child’s life! What You’ll Need: Masking Tape and a timer. Give each group 5-8 minutes to complete the activity. Try this: Have students write a mock thank-you note or email to a customer. My books have appeared … Do Everything with a Smile. 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