Phase 1: Explore
Activity: Examine Customer Service
In this activity, students discuss customer service scenarios, determine characteristics of poor customer service, and identify characteristics of good customer service.
Explore for Unit 1: Customer Service Simulation
Students play a customer service simulation with the goal of providing exceptional customer service to the customer avatar. Students will experience customer service issues including ethics, customer service culture, and communication skills. Students take different pathways to experience the results of the customer service decisions they make.
Explore for Unit 2: Behavioral Patterns
Students identify their primary behavior pattern.
Explore for Unit 3: Customer Service Simulation
Students play a customer service simulation with the goal of providing exceptional customer service to the customer avatar. Students will experience customer service issues including cultural diversity and handling tense situations. Students take different pathways to experience the results of the customer service decisions they make.
Phase 2: Learn & Practice
Unit 1: Introduction to Customer Service
In this unit, students learn about the different types of customer service, examine the importance of customer service, and examine activities that contribute to a customer service culture. Students assess various actions that contribute to customer satisfaction. Students learn about ethical issues they may face in the customer service industry.
Lessons
- Customer Service Defined
- The Importance of Customer Service
- The Culture of Customer Service
- Quiz
Unit 2: Customer Service Skills
In this unit, students learn about customer behaviors, how to best handle different behaviors, and the skills required for a job in the customer service industry. Students apply professional communication skills to customer service scenarios and identify technology used by customer service professionals.
Lessons
- Customer Behavior
- Customer Service Skills
- Quiz
Unit 3: Customer Service Representative
In this unit, students learn about the industry characteristics of a customer service representative, the duties and expectations of a customer service representative, the role diversity plays in the life of a customer service representative, and best practices for challenging customer situations. Students use scenarios to practice customer service skills on these topics.
Lessons
- Customer Service Representative Characteristics
- Customer Service Representative Duties and Expectations
- Customer Service in a Diverse World
- Handling Tense Situations
- Quiz
Unit 4: The Customer's Journey
Students learn about building and maintaining customer relationships, retaining customers, and encouraging customer loyalty in this unit. Students learn the importance of customer relationship management tools to support customers in their journey and create customer loyalty and trust. Students explore the customer journey from the views of both the customer and the organization.
Lessons
- Building and Maintaining Relationships
- Customer Retention and Customer Loyalty
- Quiz
Phase 3: Reflect
Activity: Reflection Questions and Discussion
Students reflect on the role of customer service in your daily life, reflect on the role of trust in customer service, and reflect on a brand and how it lives up to its brand promise, mission statement, vision statement, and service philosophy.
Phase 4: Reinforce
Reinforce for Unit 1: Customer Service and Ethics
Students identify and correct customer service scenarios involving common ethical issues in the customer service profession.
Reinforce for Unit 1: Customer Service Simulation
The Reinforce activity for Unit 1 will give students an opportunity to replay the simulation to apply what they learned in Unit 1.
Reinforce for Unit 2: Customer Service and Technology
Students identify communication technologies relevant to a customer service professional.
Reinforce for Unit 2: Customer Service Skills Top 3 List
Students list and identify their three most important skills needed for a career in the customer service industry.
Reinforce for Unit 3: Customer Service Representative Job Posting
Students find and evaluate two customer service job postings based on the skills, duties, and responsibilities of the job.
Reinforce for Unit 3: Customer Service Simulation
The Reinforce activity for Unit 3 will give students an opportunity to replay the simulation to apply what they learned in Unit 3.
Reinforce for Unit 4: Your Customer Journey
Students examine and illustrate your customer journey for a specific brand/company and explain how you evolved and progressed with that company from Stage 1: Awareness to Stage 5: Loyalty and Advocacy and explain effective touchpoints (both physical and digital) that a brand/company uses to foster customer loyalty.
In the Customer Service curriculum module, students use scenarios, simulations, and other tools to explore topics in customer service. They learn about different types of customer service, the roles and responsibilities of customer service employees, and customer behaviors. Students also learn best practices that lead to trust and positive relationships between customers and organizations and the role of customer relationship management tools.
