SOLVING 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:
Students should contact the customer service department or management of a local store or restaurant in their area, then discuss with them their techniques for solving customer problems. After the discussion, the student should write a 1-2 page paper outlining what he or she has learned about that business. The paper should also include a concluding paragraph in which the student evaluates the effectiveness of the business's approach to problem-solving.
One of the most fundamental jobs of any customer service employee is solving problems. Customers will come to you with a wide variety of problems, and you need to be able to offer them valid solutions.
Although some customers may be difficult to please, most of them aren't interested in stirring up trouble or making your job more stressful. They just want to find a solution to a problem whether it's a problem with your products/services or a problem they hope your products/services will correct.
This lesson will provide you some ideas about effective problem-solving in the customer service realm.
Lesson Printable Materials -
Print out the following pages for
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