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 Class Resources:
Employability Skill Evaluation (GDoc). Undercover Boss Reflection (GDocs). Formal Business Letter Template (GDoc).
How to Email Your Teacher (Link). Hands on Experience (GDoc).
Week One: Explain Customer Service
Intro to Class: Syllabus (GDoc). Introduction Notes (GSlides) Employability Evaluation (GDoc)
What Is Customer Service: Notes (GSlides). Forms of Communication Activity (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).
Week Two: Employability
Critical Workplace Skills: Notes (GSlides). Notetaking Guide (GDoc).
Time-Management: Suggestions (GDoc). Article (Link).
Organization: Skills Scenario (GDoc).
Stress: Management (GDoc). Conflict Resolution (PDF Link).
Week Three: Create Customer Service Relationships
Managing Customer Service: Notes (GSlides). Note Taking Sheet (With Chapter) (GDoc). CSR Job Research Poster (GDoc). Manger Policy (GDoc).
Evaluating Customer Service: Company Assignment (GDoc). Fault vs. Responsibility Video (Link).
Week Four: Categorize Customer Service
Exceptional Customer Service: Notes (GSlides) CSR Collage (GDoc).
Mystery Shoppers: Video Intro (Link). Presentation (GDoc).
IN PERSON STUDENTS -Mystery Shopping Task (Google Form Link). VIRTUAL STUDENTS Assignment (GDoc)
Extreme Customers & Retention: Notes (GSlides) An Angry Customer Pikochart (GDoc).
Week Five: Express Communication Skills
Body Language: Notes (GSlides). Presentation (GDoc). Documentary (Link).
Practicing Communication: Drawing Twins (Link). Um, Ah, Like Game (GDoc).
Problem Solving: Notes (GSlides) Note Taking Guide (GDoc). Thinkers - Starter (GSlides).
Review. Customer Service Article (Link).
Week Six: Design Systems of Customer Service Excellence
Complaints: Customer Complainant Policy (GDoc). Customer Complaint Case Study (GDoc). Letter of Complaint Template (GDoc). Conflict Resolution Games (Link). 10 Tips on How To Handle Customer Complaints (Article 1) (Link). The 8 Types of Customer Complaints (Article 2) (Link).
Communication: Communication Essentials Notes (GSlides). Language Makes A Difference (GDoc). List of Emotions (Link).
Customer Focused Listening: Notes (GSlides). Note Taking Sheet (GDoc). Words to Smile (GDoc).
Week Seven: Anticipate Five Star Customer Service
Personality Reflection. 16 Personalities Quiz (Link). Personality Explainations (Link). Reflection Task (Link).
Undercover Boss. Undercover Boss Reflection (GDocs)
Customer Service Strategy: Notes (GSlides). Up-selling (GDoc).
The Global Customer: Notes (GSlides). Cultural Research (GSlides). Hiring Reflection (GDoc).
Ongoing Class Resources:
Employability Skill Evaluation (GDoc). Undercover Boss Reflection (GDocs). Formal Business Letter Template (GDoc).
How to Email Your Teacher (Link). Hands on Experience (GDoc).
Week One: Explain Customer Service
Intro to Class: Syllabus (GDoc). Introduction Notes (GSlides) Employability Evaluation (GDoc)
What Is Customer Service: Notes (GSlides). Forms of Communication Activity (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).
Week Two: Employability
Critical Workplace Skills: Notes (GSlides). Notetaking Guide (GDoc).
Time-Management: Suggestions (GDoc). Article (Link).
Organization: Skills Scenario (GDoc).
Stress: Management (GDoc). Conflict Resolution (PDF Link).
Week Three: Create Customer Service Relationships
Managing Customer Service: Notes (GSlides). Note Taking Sheet (With Chapter) (GDoc). CSR Job Research Poster (GDoc). Manger Policy (GDoc).
Evaluating Customer Service: Company Assignment (GDoc). Fault vs. Responsibility Video (Link).
Week Four: Categorize Customer Service
Exceptional Customer Service: Notes (GSlides) CSR Collage (GDoc).
Mystery Shoppers: Video Intro (Link). Presentation (GDoc).
IN PERSON STUDENTS -Mystery Shopping Task (Google Form Link). VIRTUAL STUDENTS Assignment (GDoc)
Extreme Customers & Retention: Notes (GSlides) An Angry Customer Pikochart (GDoc).
Week Five: Express Communication Skills
Body Language: Notes (GSlides). Presentation (GDoc). Documentary (Link).
Practicing Communication: Drawing Twins (Link). Um, Ah, Like Game (GDoc).
Problem Solving: Notes (GSlides) Note Taking Guide (GDoc). Thinkers - Starter (GSlides).
Review. Customer Service Article (Link).
Week Six: Design Systems of Customer Service Excellence
Complaints: Customer Complainant Policy (GDoc). Customer Complaint Case Study (GDoc). Letter of Complaint Template (GDoc). Conflict Resolution Games (Link). 10 Tips on How To Handle Customer Complaints (Article 1) (Link). The 8 Types of Customer Complaints (Article 2) (Link).
Communication: Communication Essentials Notes (GSlides). Language Makes A Difference (GDoc). List of Emotions (Link).
Customer Focused Listening: Notes (GSlides). Note Taking Sheet (GDoc). Words to Smile (GDoc).
Week Seven: Anticipate Five Star Customer Service
Personality Reflection. 16 Personalities Quiz (Link). Personality Explainations (Link). Reflection Task (Link).
Undercover Boss. Undercover Boss Reflection (GDocs)
Customer Service Strategy: Notes (GSlides). Up-selling (GDoc).
The Global Customer: Notes (GSlides). Cultural Research (GSlides). Hiring Reflection (GDoc).
