outstanding customer service
DESCRIPTION
Outstanding Customer Service. By Micaela Luna-Ceniceros AET-520 Dr. Margaret Gresham. Performance- B ased Objective. At the end of this training, the students will be able to: Understand the value of great customer service. - PowerPoint PPT PresentationTRANSCRIPT
Outstanding Customer Service
By Micaela Luna-CenicerosAET-520
Dr. Margaret Gresham
Performance-Based Objective
At the end of this training, the students will be able to:
Understand the value of great customer service.
Reframe any potentially negative customer interaction by using a solution-based attitude.
Content-Based Instructional
Students will be asked to describe bad and good customer service they received.
Discussion will be with whole class and assessment of student responses will be done.
Have student act out scenarios.
Formative Assessment
Students will have the tools to deal with customers that are upset, angry, or misinformed. Giving the customers the attention and information that they are in search for will give them the upper hand and be able to provide outstanding customer service.
References Ward, S. (2012). 8 Rules For Good Customer
Service Good Customer Service Made Simple. Retrieved from http://sbinfocanada.about.com/od/customerservice/a/ custservrules.htm
Compact with Texas. (2012). Retrieved from https://www.oag.state.tx.us/agency/compact.shtml