Phase 1: Explore
Activity: Examine Customer Service
Students discuss customer service scenarios, determine characteristics of poor customer service, and identify characteristics of good customer service.
Explore for Unit 1: Customer Service Simulation
Students play a customer service simulation with the goal of providing exceptional customer service to the customer avatar. Students will experience customer service issues including ethics, customer service culture, and communication skills. Students take different pathways to experience the results of the customer service decisions they make.
Explore for Unit 2: Behavioral Patterns
Students identify their primary behavior pattern.
Explore for Unit 3: Customer Service Simulation
Students play a customer service simulation with the goal of providing exceptional customer service to the customer avatar. Students will experience customer service issues including cultural diversity and handling tense situations. Students take different pathways to experience the results of the customer service decisions they make.
Phase 2: Learn & Practice
Unit 1: Introduction to Customer Service
In this unit, students learn about the different types of customer service, examine the importance of customer service, and examine activities that contribute to a customer service culture. Students assess various actions that contribute to customer satisfaction. Students learn about ethical issues they may face in the customer service industry.
- Customer Service Defined
- The Importance of Customer Service
- The Culture of Customer Service
Unit 2: Customer Service Skills
In this unit, students learn about customer behaviors, how to best handle different behaviors, and the skills required for a job in the customer service industry. Students apply professional communication skills to customer service scenarios and identify technology used by customer service professionals.
- Customer Behaviour
- Customer Service Skills
Unit 3: Customer Service Representative
In this unit, students learn about the industry characteristics of a customer service representative, the duties and expectations of a customer service representative, the role diversity plays in the life of a customer service representative, and best practices for challenging customer situations. Students use scenarios to practice customer service skills on these topics.
- Customer Service Representative Characteristics
- Customer Service Representative Duties and Expectations
- Customer Service in a Diverse World
- Handling Tense Situations
Unit 4: The Patient's Journey
In this unit, students learn about building and maintaining patient relationships, encouraging patient compliance, retaining patients, and encouraging patient loyalty. Students learn how health organizations use customer relationship management tools to manage patient experiences. Students see the patient experience from the views of both the patient and the organization and follow a patient from finding a provider through visits, diagnoses, procedures, billing, and post-care relationship maintenance.
- Building Relationships and Acquiring Patients
- The Visit and Diagnosis
- Treatment, Maintenance, and Compliance Post-Visit
Phase 3: Reflect
Activity: Reflection Questions and Discussion
In this activity, students will answer questions crafted to provoke critical thinking about customer service and its role in business. Students can answer these questions in their learning journals and/or this can be a class discussion.
Phase 4: Reinforce
Reinforce for Unit 1: Customer Service and Ethics
Students identify and correct customer service scenarios involving common ethical issues in the customer service profession.
Reinforce for Unit 1: Customer Service Simulation
The Reinforce activity for Unit 1 will give students an opportunity to replay the simulation to apply what they learned in Unit 1.
Reinforce for Unit 2: Customer Service and Technology
Students identify communication technologies relevant to a customer service professional.
Reinforce for Unit 2: Customer Service Skills Top 3 List
Students list and identify their three most important skills needed for a career in the customer service industry.
Reinforce for Unit 3: Customer Service Representative Job Posting
Students find and evaluate two customer service job postings based on the skills, duties, and responsibilities of the job.
Reinforce for Unit 3: Customer Service Simulation
The Reinforce activity for Unit 3 will give students an opportunity to replay the simulation to apply what they learned in Unit 3.
Reinforce for Unit 4: Healthcare CRM
Students create a plan for how to use Healthcare Customer Relationship Management to successfully grow patient loyalty and patient compliance.