California Career and Technical Education Standards

• HTR.C.C3.1 Understand the importance of guest services to the success of the industry.
• HTR.C.C3.2 Understand the concept of exceptional guest service.
• HTR.FS.3.1 Know the personal qualifications, interests, aptitudes, knowledge, and skills ne...
• HTR.FS.7.1 Understand the qualities and behaviors that constitute a positive and profession...
• HTR.FS.7.2 Understand the importance of accountability and responsibility in fulfilling per...

• Opener (10 minutes) - Hooks / Set

  A downloadable version is available in resources for all videos and materials in this lesson

  Show video clip at the beginning of class.

  Mystery Shopper Finds Spotty Service (4 minutes)

  http://www.youtube.com/watch?v=FeQ3WDhF6wo&feature=fvwrel

  Discuss the idea of mystery shopping and what students  know about customer service.

  What could the store employees have done better?

  Then watch this video:

  Retailers Respond To Mystery Shopper (2:45 minutes)

  http://www.youtube.com/watch?v=Uz3k8wpEOe8

  Ask: Do you have a memory of when bad customer service ruined a sale or event?

  Video clip with information summary and homework assignment sheet in resource section.

  • Mystery Shopper Finds Spotty Service.mp4 [ Watch Video ] [ Download Original Video ] A young female professional mystery shopper takes a camera crew to see how these 5 major department stores are doing.
  • Retailers Respond To Mystery Shopper.mp4AT.mp4 [ Watch Video ] [ Download Original Video ] The 5 Retailers that were reported on by the Secret Shopper put a positive spin on the experience. Lessons are learned.
  • Mystery Shopper Assignment Sheet [ Download ] Students use this sheet to write down their findings.
• What does good customer service look like? (15-20 min) - Lecture

  Use the Powerpoint to teach or review the important aspects of Service: The Heart of Hospitality. Students are instructed on how to become a Customer-Focused Employee. Teacher notes can be found on some of the powerpoint slides.

  Slides 7 - 10 discuss Hospitality with the lens of Maslow's Hierarchy of Human Needs. If you are not familiar with this theory or need a refresher course please google it or go to this website http://psychology.about.com/od/theoriesofpersonality/a/hierarchyneeds.htm

  Slides 14 - 20 give the specifics of what customer-focused employees "look like". These are  the qualities students will be looking for in their Secret Shopper Homework.

  • Service: The Heart of Hospitality [ Download ] This 20 slide PowerPoint presentation discusses Customer service, Maslow's Hierarchy of Needs and what customer-focused employees look like.
• Create a customer service example skit: Good and Bad Customer Service - Group Work

  Students are given a particular customer service situation location and are to come up with a skit portraying both positive and negative examples. Students can choose from the list below:

  Restaurant - Fast food

  Restaurant - Upscale

  Coffee shop - Barista

  Hotel front desk

  Water Park

  Participation points are awarded based on participation during both planning and performance. More details are offered in the Customer Service Skit resource.

   

  • Customer Service Skits.docx [ Download ] Detailed instructions on how to implement a classroom skit activity. Also included is a list of characteristics developed through classroom skits.