IN-PERSON CUSTOMER PROBLEMS LESSON PLAN
Suggested Method of Instruction:
The teacher or facilitator could either read through the content of the lesson or could require the students to read it on their own. After going over the content, students should answer the questions on their own in writing. When they are finished, the answers can be discussed aloud or could be reviewed by the teacher or facilitator.
Students' responses to the questions should be graded based on their honest ability to reflect on what the question was asking. Older students will obviously have more complex responses than younger students. Responses should demonstrate that the students have given serious consideration to them.
Optional Follow-up Activity:
After students complete #5, they can incorporate their findings and their suggestions into a letter addressed to the management of the store (most stores list the name of their managers, but you can also call to ask for the name). Make sure that the students carefully revise and edit their letter and that it is formatted appropriately before they mail it off.
We've talked quite a bit already about some general rules regarding customer service, including why gaining loyal customers is important to business and how knowing customers' personalities can help you serve them better. However, this lesson and the next two are going to focus in on three specific types of customer service: in person, over the phone, and in writing.
This lesson will discuss some of the issues and problems you need to be aware of if you are going to be working with internal or external customers in face-to-face situations. Keep in mind that these issues shouldn't be taken lightly. Recent surveys have found that more than 80% of shoppers believe store employees don't care about their business. Almost 60% of those surveyed take their business elsewhere when that occurs. That's a lot of potential business to lose, especially since the loss is completely preventable.
Basic In-Person Customer Service Problems
Lesson Printable Materials -
Print out the following pages for
use with this law intro lesson: