Customer Service and Training (CTE)

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In this lesson students from the computer repair class will work with the AVID (Advancement Via Individual Determination) class. The students are working on customer service and communication skills.

Introduction

Computer service technicians must be knowledgeable in computer parts and software. However, it is very important that the technician be trained in good customer service skills. The biggest part of providing customer services is listening to the customer and making them feel understood. To be successful in the computer repair industry you must train the customer as well as repair the computer. The computer is only operational if the customer is using it correctly.

In this lesson students from the computer repair class will work with the AVID class. The students are working on customer service and communication skills.The students from the computer repair class will also be using customer service techniques to train the AVID students in cloud computing.

NOTE:

This lesson works well in a school setting where you share students. It also works well with specific classes such as AVID. You will need to allow time for classes to transition back and forth between classrooms if you are doing this with a particular class.

This lesson was designed for a class that is a 2 hour block. It can very easily be split for 55 minute class. You can end the group work one day and pick back up the next day easily.

Lesson Times

Hook
15 Minutes
Filling Out Work Order Demo
20 Minutes
Students fill out Practice Work Order
55 Minutes
Customer Service with AVID Students
55 Minutes
Customer Training with AVID Students
55 Minutes

Industries / Subjects / Grades

Industries / Pathways
  • Information and Communication Technologies Information and Communication Technologies
    • Information Support and Services
K-12 Subjects
  • Technology Education
Grade Levels
  • 11
  • 12

Standards and Objectives

Standards

California's 2013 CTE Standards (3)

Related Instructional Objectives (SWBAT...)

  • Explain the relationship between communication and troubleshooting
  • Describe good communication skills and professional behavior

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