Workplace Skills: Customer Service

Customer service is an important element of business success. Customer service skills are a valuable employability skill and can be applied in various workplace settings. In this lesson students will research customer service skills and apply these skills in various scenarios.

Students will start by using the guided research questions to research customer service skills in the workplace. Use the provided suggested answer key to discuss responses. Students will then give customer service advice to their team in an email format. A sample is provided.

Next, use the customer service role play scenario cards to have students act out customer service phone calls. Five scenarios are included with basic parameters for the customer service representative and customer. The premise is that a customer is making a phone call to the customer service department for an online clothing retailer specializing in athleisure wear. Role play cards leave room for student interpretation so this activity will vary each time you use it. Classmates will complete the Customer Service Role Play Evaluation form to identify customer service strengths and weaknesses as the watch others act out each scenario.

Close with the Customer Service Chat Project. Students will write a chat dialogue between a customer service representative and customer displaying quality customer service. Students will incorporate three customer service skills in their dialogue. A grading rubric is included to assess student work.

This activity set can be completed within a variety of courses such as business, management, marketing, or career exploration. Students will be able to describe customer service skills and apply these skills to various scenarios.

Included in this product:

• Teacher Guide (PDF)
• Customer Service Research Guided Questions (PDF and in Google Slides™)
• Customer Service Research Guided Questions Key (PDF)
• Customer Service Informational Email (PDF and in Google Slides™)
• Customer Service Informational Email Sample (PDF)
• Customer Service Role Play Cards (includes 5 scenarios, PDF and in Google Slides™)
• Customer Service Role Play Evaluations (PDF and in Google Slides™)
• Customer Service Chat Project Instructions (PDF and in Google Slides™)
• Customer Service Chat Project Grading Rubric (PDF and in Google Sheets™)

Note to teacher:
When you purchase this product, the PDF and Google™ files will be in a Google Drive™ folder. This activity contains digital worksheets in Google Slides™ and allows students to add content in the text boxes/tables provided. Content requirements are provided as the background for each slide. For this reason, you cannot edit the content requirements. The print and digital product versions cover the same material, but have been provided in two formats to provide you flexibility to fit the needs of your classroom. Please note that the PDF documents are NOT optimized for Google Docs™. The files in this product are meant to be PDFs and the formatting will be off if you try to open them as a Google Doc™.

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