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Outstanding Customer Service

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.

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Outstanding Customer Service

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  1. Outstanding Customer Service By MicaelaLuna-Ceniceros AET-520 Dr. Margaret Gresham

  2. 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.

  3. 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.

  4. 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.

  5. 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

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