Outstanding Customer Service

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