Customer Service Techniques
NOTE: We will NOT go through ALL material in class, additional resources/practice/videos are below in addition to class documents
Ongoing Resources:
Undercover Boss Reflection (GDocs). Formal Business Letter Template (GDoc). How to Email Your Teacher (Link).
Competency One: Explain Customer Service
Intro to Class: Syllabus (Doc). Introduction Notes (GSlides)
What Is Customer Service: Notes (GSlides). Slogan Activity (GDoc). Slogan Reflection (GDoc). Company Slogan Essay (GDoc). Myths and Facts in Customer Service (GDoc). Case Study (GDoc). Social Media Research (GDoc).
Competency Two: Create Customer Service Relationships
Managing Customer Service: Notes (GSlides). Note Taking Sheet (With Chapter) (GDoc). CSR Job Research Poster (GDoc). Manger Policy (GDoc).
Competency Three: Categorize Customer Service
Evaluating Customer Service: Company Assignment (GDoc).
Exceptional Customer Service: Notes (GSlides) CSR Collage (GDoc). Fault vs. Responsibility Video (Link).
Competency Four: Express Communication Skills
Extreme Customers & Retention: Notes (GSlides) An Angry Customer Pikochart (GDoc).
Mystery Shoppers: Assignment (GDoc). Presentation (GDoc).
Body Language: Notes (GSlides). Presentation (GDoc).
Practicing Communication: Drawing Twins (Link). Um, Ah, Like Game (GDoc).
Competency Five: Summarize Customer Service Culture
Critical Workplace Skills: Notes (GSlides). Notetaking Guide (GDoc).
Time-Management: Suggestions (GDoc).
Organization: Skills Scenario (GDoc).
Stress: Management (GDoc).
Competency Six: Design Systems of Customer Service Excellence
Problem Solving: Notes (GSlides) Note Taking Guide (GDoc).
Complaints: Customer Complainant Policy (GDoc). Customer Complaint Case Study (GDoc). Letter of Complaint Template (GDoc). Conflict Resolution Games (Link).
Competency Seven: Formulate Customer Representatives Qualities
Communication: Communication Essentials Notes (GSlides). Language Makes A Difference (GDoc). List of Emotions (Link).
Competency Eight: Anticipate Five Star Customer Service
Customer Focused Listening: Notes (GSlides). Note Taking Sheet (GDoc). Words to Smile (GDoc).
Customer Service Strategy: Notes (GSlides). Up-selling (GDoc). Hiring Reflection (GDoc).
The Global Customer: Notes (GSlides).
Ongoing Resources:
Undercover Boss Reflection (GDocs). Formal Business Letter Template (GDoc). How to Email Your Teacher (Link).
Competency One: Explain Customer Service
Intro to Class: Syllabus (Doc). Introduction Notes (GSlides)
What Is Customer Service: Notes (GSlides). Slogan Activity (GDoc). Slogan Reflection (GDoc). Company Slogan Essay (GDoc). Myths and Facts in Customer Service (GDoc). Case Study (GDoc). Social Media Research (GDoc).
Competency Two: Create Customer Service Relationships
Managing Customer Service: Notes (GSlides). Note Taking Sheet (With Chapter) (GDoc). CSR Job Research Poster (GDoc). Manger Policy (GDoc).
Competency Three: Categorize Customer Service
Evaluating Customer Service: Company Assignment (GDoc).
Exceptional Customer Service: Notes (GSlides) CSR Collage (GDoc). Fault vs. Responsibility Video (Link).
Competency Four: Express Communication Skills
Extreme Customers & Retention: Notes (GSlides) An Angry Customer Pikochart (GDoc).
Mystery Shoppers: Assignment (GDoc). Presentation (GDoc).
Body Language: Notes (GSlides). Presentation (GDoc).
Practicing Communication: Drawing Twins (Link). Um, Ah, Like Game (GDoc).
Competency Five: Summarize Customer Service Culture
Critical Workplace Skills: Notes (GSlides). Notetaking Guide (GDoc).
Time-Management: Suggestions (GDoc).
Organization: Skills Scenario (GDoc).
Stress: Management (GDoc).
Competency Six: Design Systems of Customer Service Excellence
Problem Solving: Notes (GSlides) Note Taking Guide (GDoc).
Complaints: Customer Complainant Policy (GDoc). Customer Complaint Case Study (GDoc). Letter of Complaint Template (GDoc). Conflict Resolution Games (Link).
Competency Seven: Formulate Customer Representatives Qualities
Communication: Communication Essentials Notes (GSlides). Language Makes A Difference (GDoc). List of Emotions (Link).
Competency Eight: Anticipate Five Star Customer Service
Customer Focused Listening: Notes (GSlides). Note Taking Sheet (GDoc). Words to Smile (GDoc).
Customer Service Strategy: Notes (GSlides). Up-selling (GDoc). Hiring Reflection (GDoc).
The Global Customer: Notes (GSlides).
