Customer Service Techniques
www.16personalities.com/personality-typesNOTE: We will NOT go through ALL material in class, additional resources/practice/videos are below in addition to class documents
Ongoing Class Resources:
Undercover Boss Reflection (GDocs). Formal Business Letter Template (GDoc). How to Email Your Teacher (Link). Hands on Experience (GDoc).
Week of 9/1 - 9/4: Explain Customer Service
Intro to Class: Syllabus (GDoc). Introduction Notes (GSlides)
What Is Customer Service: Notes (GSlides). Forms of Communication Activity (GSlides). Slogan Activity (GDoc). Slogan Reflection (GDoc).
Week of 9/8 - 9/11: Explain Customer Service
What Is Customer Service: Notes (GSlides) Company Slogan Essay (GDoc). Myths and Facts in Customer Service (GDoc). Case Study (GDoc). Social Media Research (GDoc).
Week of 9/14 - 9/18: Create Customer Service Relationships
Managing Customer Service: Notes (GSlides). Note Taking Sheet (With Chapter) (GDoc). CSR Job Research Poster (GDoc). Manger Policy (GDoc).
Week of 9/21 - 9/25: Categorize Customer Service
Evaluating Customer Service: Company Assignment (GDoc). Fault vs. Responsibility Video (Link).
Week of 9/28 - 10/2: Categorize Customer Service
Exceptional Customer Service: Notes (GSlides) CSR Collage (GDoc).
Week of 10/5 - 10/9: Express Communication Skills
Mystery Shoppers: Video Intro (Link). Presentation (GDoc).
IN PERSON STUDENTS -Mystery Shopping Task (Google Form Link). VIRTUAL STUDENTS Assignment (GDoc)
Week of 10/12 - 10/16: Express Communication Skills
Extreme Customers & Retention: Notes (GSlides) An Angry Customer Pikochart (GDoc).
Week of 10/19 - 10/22: Express Communication Skills
Body Language: Notes (GSlides). Presentation (GDoc).
Week of 10/26 - 10/30: Express Communication Skills
Body Language: Notes (GSlides). Documentary (Link).
Practicing Communication: Drawing Twins (Link). Um, Ah, Like Game (GDoc).
Week of 11/2 - 11/6: Summarize Customer Service Culture
Critical Workplace Skills: Notes (GSlides). Notetaking Guide (GDoc).
Time-Management: Suggestions (GDoc). Article (Link).
Week of 11/9 - 11/13: Summarize Customer Service Culture
Organization: Skills Scenario (GDoc).
Stress: Management (GDoc). Conflict Resolution (PDF Link).
Week of 11/16 - 11/20: Design Systems of Customer Service Excellence
Problem Solving: Notes (GSlides) Note Taking Guide (GDoc). Thinkers - Starter (GSlides).
Week of 11/23 - 11/25: Design Systems of Customer Service Excellence
Review. Customer Service Article (Link).
Week of 11/30 - 12/4: 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).
Week of 12/7 - 12/11: Formulate Customer Representatives Qualities
Communication: Communication Essentials Notes (GSlides). Language Makes A Difference (GDoc). List of Emotions (Link).
Week of 12/14 - 12/18: Formulate Customer Representatives Qualities
Customer Focused Listening: Notes (GSlides). Note Taking Sheet (GDoc). Words to Smile (GDoc).
Week of 12/21 - 12/23: Anticipate Five Star Customer Service
Personality Reflection. 16 Personalities Quiz (Link). Personality Explainations (Link). Reflection Task (Link).
Undercover Boss. Undercover Boss Reflection (GDocs)
Week of 1/4 - 1/8: Anticipate Five Star Customer Service
Customer Service Strategy: Notes (GSlides). Up-selling (GDoc).
Week of 1/11 - 11/15: Anticipate Five Star Customer Service
The Global Customer: Notes (GSlides). Cultural Research (GSlides). Hiring Reflection (GDoc).
Week of 1/18 - 11/20: Class Review
Ongoing Class Resources:
Undercover Boss Reflection (GDocs). Formal Business Letter Template (GDoc). How to Email Your Teacher (Link). Hands on Experience (GDoc).
Week of 9/1 - 9/4: Explain Customer Service
Intro to Class: Syllabus (GDoc). Introduction Notes (GSlides)
What Is Customer Service: Notes (GSlides). Forms of Communication Activity (GSlides). Slogan Activity (GDoc). Slogan Reflection (GDoc).
Week of 9/8 - 9/11: Explain Customer Service
What Is Customer Service: Notes (GSlides) Company Slogan Essay (GDoc). Myths and Facts in Customer Service (GDoc). Case Study (GDoc). Social Media Research (GDoc).
Week of 9/14 - 9/18: Create Customer Service Relationships
Managing Customer Service: Notes (GSlides). Note Taking Sheet (With Chapter) (GDoc). CSR Job Research Poster (GDoc). Manger Policy (GDoc).
Week of 9/21 - 9/25: Categorize Customer Service
Evaluating Customer Service: Company Assignment (GDoc). Fault vs. Responsibility Video (Link).
Week of 9/28 - 10/2: Categorize Customer Service
Exceptional Customer Service: Notes (GSlides) CSR Collage (GDoc).
Week of 10/5 - 10/9: Express Communication Skills
Mystery Shoppers: Video Intro (Link). Presentation (GDoc).
IN PERSON STUDENTS -Mystery Shopping Task (Google Form Link). VIRTUAL STUDENTS Assignment (GDoc)
Week of 10/12 - 10/16: Express Communication Skills
Extreme Customers & Retention: Notes (GSlides) An Angry Customer Pikochart (GDoc).
Week of 10/19 - 10/22: Express Communication Skills
Body Language: Notes (GSlides). Presentation (GDoc).
Week of 10/26 - 10/30: Express Communication Skills
Body Language: Notes (GSlides). Documentary (Link).
Practicing Communication: Drawing Twins (Link). Um, Ah, Like Game (GDoc).
Week of 11/2 - 11/6: Summarize Customer Service Culture
Critical Workplace Skills: Notes (GSlides). Notetaking Guide (GDoc).
Time-Management: Suggestions (GDoc). Article (Link).
Week of 11/9 - 11/13: Summarize Customer Service Culture
Organization: Skills Scenario (GDoc).
Stress: Management (GDoc). Conflict Resolution (PDF Link).
Week of 11/16 - 11/20: Design Systems of Customer Service Excellence
Problem Solving: Notes (GSlides) Note Taking Guide (GDoc). Thinkers - Starter (GSlides).
Week of 11/23 - 11/25: Design Systems of Customer Service Excellence
Review. Customer Service Article (Link).
Week of 11/30 - 12/4: 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).
Week of 12/7 - 12/11: Formulate Customer Representatives Qualities
Communication: Communication Essentials Notes (GSlides). Language Makes A Difference (GDoc). List of Emotions (Link).
Week of 12/14 - 12/18: Formulate Customer Representatives Qualities
Customer Focused Listening: Notes (GSlides). Note Taking Sheet (GDoc). Words to Smile (GDoc).
Week of 12/21 - 12/23: Anticipate Five Star Customer Service
Personality Reflection. 16 Personalities Quiz (Link). Personality Explainations (Link). Reflection Task (Link).
Undercover Boss. Undercover Boss Reflection (GDocs)
Week of 1/4 - 1/8: Anticipate Five Star Customer Service
Customer Service Strategy: Notes (GSlides). Up-selling (GDoc).
Week of 1/11 - 11/15: Anticipate Five Star Customer Service
The Global Customer: Notes (GSlides). Cultural Research (GSlides). Hiring Reflection (GDoc).
Week of 1/18 - 11/20: Class Review
