Demonstrating Effective Customer Service Skills

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Introduction

Students are introduced to the concept of Customer Service and its important for a business. They examine how to create customer loyalty, how to determine the needs and wants of customers, and how to deal with difficult customer personalities. As a final project, students will role play both in-person and telephone customer service scenarios. This lesson makes effective use of the commercial moneyinstructors.com website.

Industries / Subjects / Grades

Times

Time
6 Hours

Student Objectives / Goals

Standards

California Academic Content Standards (3)

Related Instructional Objectives (SWBAT...)

  • Students explain the importance of customer service and how it impacts consumers and business.
  • Students recognize traits of a loyal customer and how important customer loyalty is to the success of a business.
  • Students develop strategies and techniques for determining the needs and wants of customers.
  • Students role-play a sales-customer scenario in which the sales person determines the needs and wants of customers.
  • Students examine difficult personalities of customers and how to use that information to provide better service.
  • Students examine the problems associated with in-person customer service and how to correct them.
  • Students role-play a sales-in-person customer scenario in which the salesperson attempts to satisfy the customer.
  • Students examine the problems associated with customer service over the telephone and how to correct them.
  • Students practice providing customer services through business letters and emails.
  • Students study how to solve problems in order to reach a win-win outcome for the customers.
  • Students study how to deal with customer complains effectively.
  • Students deal with customer complaints in a way that increases customer loyalty.

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