A student centered approach

Adult learners may be taught about a future in customer service through a student-centered approach. Students must, though, have completed a basic high school diploma and have reading and writing skills. The lessons will include audiovisual instruction and rely on relevant learning experiences. An immersive method of learning has often been seen to be more successful than traditional lectures offered to students. Students’ assignments are to be more relatable and easy. As a result, they will be delivered by e-mail, with students able to complete them using their mobile devices and receiving immediate feedback.

Learning objectives

To enable the students to define an outstanding customer service and further be able to relate their experiences to both good and bad customer service experiences.

To determine the advantages of quality customer service to both the professional and the individual.

To determine good customer care behavior and how a customer care staff can establish positive customer care relations.

To come up with effective matrix of measuring customer satisfaction levels and further realizes how the matrix can be used to improve the customer service delivery.

To learn on how to handle the different temperaments of clients including how to deal with the upset and angry clients in different organizational contexts.

Topics

Understanding good customer service and coming up with the roles of a customer service attendant.

Building relationships with the customers.

Handling complaints by customers within defined timelines.

Building rapports with clients and including use of personal etiquette in communication and use of positive language.

Review of the course and developing an action plan that can be applied in the different work contexts of the students.

Structure

Understanding of the basic definitions in each topic. The students will need to demonstrate a good understanding of each course topic before proceeding to the next topic of the course

Proceed to having good learning on how connections can be established with the clients of an organization.

Learning on the customer psychology and the need to solve the complaints that have been raised within a given timeframe

Learning of the effective strategies through which one can communicate better with clients and enable them understand that the organization is working on how to resolve their complaints.

Review of the course and receiving of feedback from the students on the clarifications that they may need from the tutor and any refresher needed based on the course outline.

Note:- The tutor will only proceed to the subsequent topic or course objective once he or she has established that the students have a good understanding of the course that they have been formerly taught. For example, the tutor will only proceed to teach the class on how to establish good relationships with the students once he or she is content that all the learners have an understanding on what is a good customer service.

Strategies

An active learning strategy is to be encouraged with the students actively participating in the classroom discussion. The tutor has the primary role of introducing each course objective with the students working in groups to develop various scenarios of customer service and how they can effectively handle the scenario that they have created. The tutor will then issue immediate feedback to the students on each scenario that they have created. Evaluation tests are to be issued at the end of each topic with the students submitting their assignments through e-mails. Feedback for each test to each student is to be issued within 24 hours prior to progress to the next topic in the course structure. The learning method that is preferred for the course will entail students interacting with the recommended course material, actively participating in class discussions and working in groups.

Alignment

Learning objectives

Topics

Tasks and Activities

Assessment

To enable the students to define an outstanding customer service and further be able to relate their experiences to both good and bad customer service experiences.

To determine the advantages of quality customer service to both the professional and the individual.

To determine good customer care behavior and how a customer care staff can establish positive customer care relations.

To come up with effective matrix of measuring customer satisfaction levels and further realizes how the matrix can be used to improve the customer service delivery.

To learn on how to handle the different temperaments of clients including how to deal with the upset and angry clients in different organizational contexts.

Definition of customer service

Differentiating. good and poor customer service.

Roles of a customer service attendant

Benefits of customer service.

Contribution of customer service to brand image.

Contribution of customer service to the revenue stream of an organization

Developing good customer care etiquette.

Learning how to communicate with customers.

Developing timelines for resolving complaints raised by the customers.

Complaint escalation models

Application of customer service matrix in improving customer care service delivery

Building relationships with clients.

Resolution of customer complaints within the defined timelines.

How to communicate with an angry customer.

How to manage the emotions of an upset customer.

Use of positive language when communicating with the customers.

Recall what customer service is.

Sit in groups and come up with the most appropriate definitions of customer service.

Use flip charts to do the group presentation on the advantages of quality customer service. (each group will be assigned different tasks)

Role playing, customer and service provider scenario as the rest of the class takes notes on the behavior of the customer care provider

Produce a customer care matrix for a supermarket written in the form of a business template by each group. Presentation to be done using the flip charts in the classroom during the second lesson of the third week.

Role playing

Reciting orally the definition of customer care.

Reciting in writing the roles of a customer care service attendant.

Summarize the benefits of customer care service

Infer to the benefits that customer service may have to an organization

Implement the roles and functions of the customer care provider.

Exemplify good communication skills, especially by the customer care attendant.

Applying concepts relayed in the video when communicating with the customer.

Use of a rubric that is to be scored by the tutor and immediate feedback issued to each group participating. The students are also to critique the rubric and the customer care matrix used in the assessment.

Rubric to be filled by the course tutor.

Sequence of learning activities

Week

Topic to cover in first lesson

Topic to cover in the second lesson

One

Understanding good customer service and coming up with the roles of a customer service attendant.

Building relationships with the customers.

Two

Handling complaints by customers within defined timelines.

Group tasks

Three

Building rapports with clients and including

Use of personal etiquette in communication and use of positive language

Four

Review of the course and developing an action plan that can be applied in the different work contexts of the students

Course review

Teaching resources

Recommended textbooks are to be issued to the students to enable them read prior to each lecture and develop questions that they may need to ask in the course program. In each class, when introducing a new topic, the tutor will issue a handout to the students with PowerPoint slides that are used by the tutor to lecture the students. Finally, the use of DVD’s in each lesson will be preferred as the basis of integrating audio visual techniques in the learning process. Each DVD will entail a customer service scenario that is relation to the topic that is being covered, with the students being put in groups to discuss on how they can handle the situation in each video. The list of the recommended text books are to be e-mailed to the students prior to the commencement of the course. Students will also be encouraged to use reputable online resources. The online resources approved shall only be limited to the reputable academic sources such as peer reviewed journals and reputable university libraries. The online sources shall be used in the take away assignments given to the students.

Assessment

Learning objective

Sub topics

Instructional strategy

Assessment method

Defining and outstanding customer service

Definition of customer service

Differentiating. good and poor customer service.

Roles of a customer service attendant

Textbooks

Lecture handouts and PowerPoint slides

Individual take away tests at the end of the lesson

Advantages of quality customer service

Benefits of customer service.

Contribution of customer service to brand image.

Contribution of customer service to the revenue stream of an organization

Textbooks

Lecture handouts.

PowerPoint slides

Group assignments and individual take away evaluation tests.

Good customer care behavior

Developing good customer care etiquette.

Learning how to communicate with customers.

Developing timelines for resolving complaints raised by the customers.

Complaint escalation models.

Textbooks

Lecture handouts.

PowerPoint slides.

DVDS.

Individual take away tests at the end of the lesson

Customer satisfaction matrix

Application of customer service matrix in improving customer care service delivery

Building relationships with clients.

Resolution of customer complaints within the defined timelines.

Textbooks

Lecture handouts

PowerPoint slides

DVDs

Individual take away tests at the end of the lesson

Handling different temperaments of the clients

How to communicate with an angry customer.

How to manage the emotions of an upset customer.

Use of positive language when communicating with the customers.

Textbooks

Lecture handouts

PowerPoint slides.

DVDs

Individual take away tests at the end of the lesson