[Disclaimer: all activities from today can be found here]
Open with an Customer Service Agree/Disagree activity. I put up a statement on the projector and students move to the side of the room that they agree with.
I tell students. "It can be a job just to get get a job. For that reason, welcome to the first day of "JOB CLUB." Does anybody know the first rule of Job Club? You do not talk about Job Club. Do you know the second rule of Job Club? You do not talk about Job Club!"
We then do an exercise called "Moments of Truth." Jan Carlzon, a Swiss businessman and CEO of Scandinavian Airlines, published a book in 1989 about customer service that he called "Moments of Truth." He explained that every small interaction a customer had with the company was a "moment of truth." The book tells the story of the incredible turnaround of Scandinavian Airlines under the leadership of Carlzon. He took the lead of SAS following a 2-year period during which the company, once a world leader, suffered $30 million in losses. Within 2 years, under Carlzon's leadership, SAS was voted "Airline of the Year" by Air Transport World.
Carlzon found that a customer's view (positive/negative) of customer service depended on these small moments, which made up the locomotive of customer services. Customers make quick judgments on these small contacts. Even though it doesn't seem fair, it's customer logic.
To demonstrate the concept of "Moments of Truth" we do a quick group participation activity.
We write down a list on the whiteboard of every step in the customer's experience at Starbucks. This is the list the students came up with:
Then we go through each step, and we talk about what could make that step in the customer experience positive or negative. Some examples are below:
1. Drive into parking lot -- BAD = all of the parking spots are filled up.
4. Walk into Starbucks -- GOOD = greeted at the door, BAD --> not greeted, long line, trash in the lobby
It is the hope of this activity that students understand that in customer service, the details matter. Everything affects everything. Everything speaks. The real value for a business is the customer who has had a positive experience. And those employees -- who were so motivated to perform, that they interacted in such a way that the customer wants to come back a second and a third time as well.
As a class we then talk about how we can create each moment into a moment of MAGIC for the customer. For instance, for (1. Drive into parking lot), one of the students mentioned that they could stand outside of the parking lot waving with a sign trying to get customers in.
Students then do their own investigating with how they can create Moments of Magic for customers.
For homework, we ended with a journal topic on customer service -- "what do customers like?"
I love this introduction because it helps students understand customer service more as a process, and how the little things matter. Carlzon actually refers to customer service as a locomotive, where each thing is connected to create a customer experience. If just one of those things breaks down, it can adversely affect the experience of the customer. In today's global economy, employees need to think of customers as individuals and their individual experiences. They need to be customer-centric -- there really isn't another way around it. A customer's emotional experience can determine their perception of a company. Often times, it is the little "wow" factors that can make it memorable. (More on "wow" factors later)
Is there a business that demonstrates spectacular customer service? Is there an example of customer goodwill that you have encountered?
Pass out index cards/warm-up tickets.
I say: "On your index card/piece of paper, I'd like you to write down 3 words or phrases that come to mind when I say the phrase CUSTOMER SERVICE."
We do a Customer Service K-W-L Chart.
As they are working on that, I pull up a few slides to go over some customer service fundamentals.
We talk about some "Startling Statistics":
We talk about, in a general sense, why Customer Service is important:
We then transition into last night's homework, talking about "9 Things Customers Love." I play the Cheer's theme song to get us started.
Then, we go into "9 Things Customers Love." We review the student's ideas, and then we review the 9 things that customers love.
The lecture notes that go along with this, had many students nodding their heads. "That's true." They said with almost every single one.
We ended with an "All About Me" page from the Customer Service curriculum that queries students on their general interests and words that come to mind with some of the terms we'll be talking about this semester: Teams, Communication, Self-Advocacy and Work/Life Balance.
Students take a quiz on the content areas of the week.
If they finish early, students start on a rating system on Customer Service Qualities they think are most important.
We review a fact from yesterday:
We discuss a new idea:
We talk about this concept as a class.
Then, I lecture about the "6 Basic Rules" of Customer Service:
1. "Be nice."
2. Develop a goodwill mind-set
3. Attitude is everything.
4. Customer service is an acting job.
5. First impressions count.
6. Everything is built on relationships.
I gleaned the lecture notes about this from numerous texts: The Customer Rules, Customer Service for Dummies and Customer Service Training 101.
Students read an article about Chik-fil-A to preload them about our discussion next week.
Exit Ticket: What are (2) major takeaways from today?