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).
Unit One: Explain Customer Service
Intro to Class: Syllabus (GDoc). Introduction Notes (GSlides) Employability Evaluation (GDoc) Future Career/Goals Class Discussion
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).
Unit Two: Employability
Critical Workplace Skills: Notes (GSlides). Notetaking Guide (GDoc). Peer Presentation Guidelines (GDoc). Workplace Skills Essay (GDoc).
Time-Management: Suggestions (GDoc). Article (Link).
Organization: Skills Scenario (GDoc).
Stress: Management (GDoc). Conflict Resolution (PDF Link).
Unit Three: Express Communication Skills
Body Language: Notes (GSlides). Presentation (GDoc).
Practicing Communication: Drawing Twins (Link). Um, Ah, Like Game (GDoc). Active Listening Exercise
Problem Solving: Notes (GSlides) Note Taking Guide (GDoc). Thinkers - Starter (GSlides).
Unit Four: 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).
Unit Five: 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).
Unit 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).
Unit Seven: 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).
Unit Eight: Customer Experiences
Personality Reflection. 16 Personalities Quiz (Link). Personality Explainations (Link). Reflection Task (Link).
Undercover Boss. Undercover Boss Reflection (GDocs)
The Global Customer: Notes (GSlides). Cultural Research (GSlides). Hiring Reflection (GDoc). Customer Service Article (Link).
Unit Nine: Reflect on my Employability
CSR Math (GDoc).
Final Review. GDoc.
(Employability Evaluation (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).
Unit One: Explain Customer Service
Intro to Class: Syllabus (GDoc). Introduction Notes (GSlides) Employability Evaluation (GDoc) Future Career/Goals Class Discussion
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).
Unit Two: Employability
Critical Workplace Skills: Notes (GSlides). Notetaking Guide (GDoc). Peer Presentation Guidelines (GDoc). Workplace Skills Essay (GDoc).
Time-Management: Suggestions (GDoc). Article (Link).
Organization: Skills Scenario (GDoc).
Stress: Management (GDoc). Conflict Resolution (PDF Link).
Unit Three: Express Communication Skills
Body Language: Notes (GSlides). Presentation (GDoc).
Practicing Communication: Drawing Twins (Link). Um, Ah, Like Game (GDoc). Active Listening Exercise
Problem Solving: Notes (GSlides) Note Taking Guide (GDoc). Thinkers - Starter (GSlides).
Unit Four: 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).
Unit Five: 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).
Unit 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).
Unit Seven: 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).
Unit Eight: Customer Experiences
Personality Reflection. 16 Personalities Quiz (Link). Personality Explainations (Link). Reflection Task (Link).
Undercover Boss. Undercover Boss Reflection (GDocs)
The Global Customer: Notes (GSlides). Cultural Research (GSlides). Hiring Reflection (GDoc). Customer Service Article (Link).
Unit Nine: Reflect on my Employability
CSR Math (GDoc).
Final Review. GDoc.
(Employability Evaluation (GDoc)
