CUSTOMER SERVICE OVER THE PHONE 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 create a script illustrating good customer service over the phone. Students can be creative in coming up with the details of the scenario, but the customer service representative should use appropriate telephone manners and avoid the problems discussed in this lesson.
In the last lesson, we focused on providing excellent customer service in-person. Of course, that's only one method of delivering service in today's society.
Another common customer service channel is the telephone. When we have technical problems with our computers, we phone a help desk. When we need to place an order or check our checking account balance, we often use the telephone.
While most people view the telephone as a more convenient method of getting service, it can also be a difficult medium for delivering the best service possible. We talk about why that is and how to correct potential problems in this lesson.
Customer Service by Phone Problems
There are a couple of primary problems people face when they try to deliver good customer service over the phone.
Lesson Printable Materials -
Print out the following pages for
use with this law intro lesson: