Role guest – Audience concierge – Topic securing sporting event tickets – Format thank you – Write a thank you letter to the hotel concierge for securing the great sporting event tickets. Communication Three reasons why it is important to use the name are customer’s … 90 Second Speech Topics A great customer service experience I have had and why it was a “wow” experience is … Other Essential Lesson Components Enrichment Activity Students may roll-play different customer service scenarios with each other to practice (e.g., homework assignment) the skills. Infographics: Infographics are graphic visual representations of information, data or knowledge intended to present complex information quickly and clearly. The infographic below is related to this lesson. Allow students to view the image on a projector and lead a discussion concerning the information provided. 25 Skills for Excellent Customer Service For any company, its customers are its priority. It is very crucial to master few customer service skills that will drastically improve customer service representative interactions with their customers. A happy, satisfied customer is likely to return and/or tell others about the good experiences that they had when dealing with your company. TED Talks: TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks video and live speakers combine to spark deep discussion and connection in a small group. These local, self-organized events are branded TEDx, where x = independently organized TED event. The video below is related to this lesson. Allow students to view the video and lead a discussion concerning the TED Talk. in service for the hospitality industry, a culture of care: Jan Smith What’s next at TEDxTemecula Did you ever wonder why some service workers over or under perform? Jan Smith shares the relevancy of how a Culture of Care can positively affect both the employee and the customer in the service and hospitality environment. Students can compile a training manual for the front desk of a hotel on the basic steps to follow to provide great customer service. Sections of the training manual may include: general responses to use for customer questions information about the guest to keep for future visits
Role – guest Audience – concierge Topic – securing sporting event tickets Format – thank you Write a thank you letter to the hotel concierge for securing the great sporting event tickets. Communication 90 Second Speech Topics Three reasons why it is important to use the customer’s name are … A great customer service experience I have had and why it was a “wow” experience is … Other Essential Lesson Components Enrichment Activity (e.g., homework assignment) Students may roll-play different customer service scenarios with each other to practice the skills. Infographics: Infographics are graphic visual representations of information, data or knowledge intended to present complex information quickly and clearly. The infographic below is related to this lesson. Allow students to view the image on a projector and lead a discussion concerning the information provided. 25 Skills for Excellent Customer Service For any company, its customers are its priority. It is very crucial to master few customer service skills that will drastically improve customer service representative interactions with their customers. A happy, satisfied customer is likely to return and/or tell others about the good experiences that they had when dealing with your company. TED Talks: TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks video and live speakers combine to spark deep discussion and connection in a small group. These local, self-organized events are branded TEDx, where x = independently organized TED event. The video below is related to this lesson. Allow students to view the video and lead a discussion concerning the TED Talk. What’s next in service for the hospitality industry, a culture of care: Jan Smith at TEDxTemecula Did you ever wonder why some service workers over or under perform? Jan Smith shares the relevancy of how a Culture of Care can positively affect both the employee and the customer in the service and hospitality environment. Students can compile a training manual for the front desk of a hotel on the basic steps to follow to provide great customer service. Sections of the training manual may include: general responses to use for customer questions information about the guest to keep for future visits