In this 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.
Students discuss customer service scenarios, determine characteristics of poor customer service, and identify characteristics of good customer service.
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.
Students identify their primary behavior pattern.
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.
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.
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.
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.
In this unit, students learn about building and maintaining patient relationships, encouraging patient compliance, retaining patients, and encouraging patient loyalty. Students learn how health organizations use customer relationship management tools to manage patient experiences. Students see the patient experience from the views of both the patient and the organization and follow a patient from finding a provider through visits, diagnoses, procedures, billing, and post-care relationship maintenance.
In this activity, students will answer questions crafted to provoke critical thinking about customer service and its role in business. Students can answer these questions in their learning journals and/or this can be a class discussion.
Students identify and correct customer service scenarios involving common ethical issues in the customer service profession.
The Reinforce activity for Unit 1 will give students an opportunity to replay the simulation to apply what they learned in Unit 1.
Students identify communication technologies relevant to a customer service professional.
Students list and identify their three most important skills needed for a career in the customer service industry.
Students find and evaluate two customer service job postings based on the skills, duties, and responsibilities of the job.
The Reinforce activity for Unit 3 will give students an opportunity to replay the simulation to apply what they learned in Unit 3.
Students create a plan for how to use Healthcare Customer Relationship Management to successfully grow patient loyalty and patient compliance.