Introduction to Customer Service Lesson | Career Readiness Lesson and Activities

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CLICK ON GREEN PREVIEW BUTTON FOR A CLOSER LOOK!!
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ABOUT THIS RESOURCE

★ Topic - Career Readiness / Customer Service

★ 208 pages (including PowerPoint Slides)

★ Print and Digital (PDF, PowerPoint, and Google Slides)

★ Career Readiness and Life Skills Resource

★ Suitable for Middle and High School Students

★ Includes 7 Google Slide Links (Everything is also included Digitally)

★ 2 Customer Service Video Links with Activities and KEYS

★ ANSWER KEYS included

★ NO Nonsense Pages

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This resource includes TWO FOLDERS:

▶️ Folder #1: Customer Service Lesson Plan and PowerPoint Packet

★ Lesson Plan (PDF/Uneditable) (8 pages)

★ EDITABLE Hard Copy Lesson Plan (8 pages)

★ 24 Lesson Activity/Practice Worksheets (Absolutely NO PREP)

★ Lesson POWERPOINT (76 Slides!! / Uneditable)

★ Detailed Answer Keys / Suggested Responses

★ 2 Google Slide Links (Lesson Worksheets and PowerPoints)

★ Lesson Worksheets on Google Slides

★ Lesson PowerPoint on Google Slides

▶️ Folder #2: Customer Service Scenario Packet (Task Cards, Worksheets, PowerPoints, Google Slides)

SCENARIO TASK CARDS

★ 12 COLORED Scenario Task Cards (12 Scenarios)
→ 12 COLORED Scenario Task Cards with Questions
→ 12 COLORED Scenario Task Cards without Questions

★ 12 B&W Scenario Task Cards (12 Scenarios)
→ 12 B&W Scenario Task Cards with Questions
→ 12 B&W Scenario Task Cards without Questions

SCENARIO WORKSHEETS

★ 12 Scenario Worksheets with Questions
★ 12 Scenario Worksheets without Questions (Space has been created for you to generate your OWN questions)
★ List of Scenarios (1 page / Easy access for teachers)

SCENARIO POWERPOINTS

★ Scenario POWERPOINT (Scenarios ONLY)

★ Scenario POWERPOINT (Scenarios WITH Questions)

★ Scenario POWERPOWEROINT (Scenarios WITHOUT Questions – You generate your OWN Questions)

★ 2 Blank Scenario Slides (for you to generate your OWN scenarios and questions)

Google Slide Links
★ 5 Google Slide Links (Scenario PowerPoints)
→ Scenario Worksheets (with Questions)
→ Scenario Worksheets (without Questions - You generate your OWN Questions)
→ Scenario POWERPOINT (Scenarios ONLY)
→ Scenario POWERPOINT (Scenarios with Questions)
→ Scenario POWERPOWEROINT (Scenarios without Questions – You generate your OWN Questions)

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This ENTIRE resource is also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs to assist students who accidentally delete text boxes and/or when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

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As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with angry or difficult customers is part of the job. When interacting with customers, it is essential to have excellent customer service skills. The more skills they master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.

This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service.

This resource focuses on the following objectives:

✔ Students will examine and understand what customer service is, why it is important, and how it impacts consumers.

✔ Students will learn five essential customer service skills and practices that will help equip them to address customer needs and foster positive customer experiences.

✔ Students will explore behaviors and attitudes that illustrate poor customer service and great customer service.

✔ Students will learn and develop workplace readiness skills and understand key principles for engaging customers who are challenging while working in the workplace.

✔ Students will role-play scenarios to practice and highlight effective customer service skills. They will practice techniques to handle irate, difficult, and demanding customers and offer solutions to customer problems.

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Resource Items and Descriptions

▶️ LESSON PLAN and Lesson Worksheets

★ Total of 45 pages

★ PDF and Editable Hard Copy Lesson

★ Includes Customer Service videos and links

★ Print and Digital (Text Boxes Already Created)

★ Answer Keys included

✅ This Lesson and PowerPoint Packet includes a DETAILED Lesson Plan (PDF and Editable version) that guides you step-by-step on how to introduce the concept of Customer Service.

✅ Activity worksheets and Answer Keys are included to support ALL sections of the lesson plan.

✅ To make this lesson plan SUPER ACCESSIBLE and easy to follow, I included a picture/image of the worksheet that you will use/distribute to students for that section of the lesson. This visual guidance is shown on the left side of the lesson plan! No need to “figure out” what worksheets to use – it explicitly SHOWS you which ones to use for each section of the lesson plan.

✅ Some activity worksheets have been differentiated!

✅ I also included an editable hardcopy lesson plan version so you can tailor it to meet the needs of your students.

Students will learn what Customer Service is and explore, review, understand, and practice 5 essential customer service skills and practices that will help equip them to address customer needs and foster positive experiences. The five essential skills that students will develop a deeper comprehension about and practice include:

⭐ Active Listening

⭐ Effective Communication

⭐ Expressing Empathy

⭐ Apologizing

⭐ Conflict Resolution

For each of the Five Customer Service Skills, students will engage in Quick Write activities (to spark discussions and build background knowledge) AND complete engaging, fun activities centered around common, real life customer service scenarios related to these topics. All activity worksheets are included as well as Answer Keys / Suggested Responses to help you facilitate discussions and support students in the learning.

Prior to diving into these five essential skills, students will watch two brief customer service-related videos where they will observe, analyze, evaluate, and discuss customer service attitudes and behaviors presented in the videos. Video Links, activities (for each video), and ANSWER KEYS are also all included!

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▶️ Lesson POWERPOINT (76 Slides)

★ 76 Slides (NO nonsense slides)

★ Uneditable (due to copyright purposes)

★ PowerPoint and Digital (Text Boxes in both variations already created)

★ Student Interactive (Includes student slides for students to add responses)

★ Answer Key Slides included

This resource includes a Lesson PowerPoint of 76 slides (uneditable / PowerPoint and Digital). The PowerPoint is interactive and consists of “instruction” slides, student response slides, and some ANSWER KEY slides. For instance, a slide with instructional content and questions are on one slide, while on the next slide is a “student response” version slide where you can have students type their responses (if you decide to share the PowerPoint with them - text boxes already created), and the slide after that is an ANSWER KEY slide to help you facilitate discussion.

Depending on how you share the PowerPoint with them, students can engage with the slides as you instruct! SUPER EASY TO DELIVER! Again, this entire PowerPoint is ALSO included in Google Slides with text boxes already created for students to type in their responses.

Don't want either variation? NO BIGGIE! Just delete the slide after saving the "original" one.

▶️ PowerPoint Usage Tips

✅ You can tweak the format of this PowerPoint in several ways! For instance, if you only want to keep or use the “instruction” slides and not use the student response version slides, NO PROBLEM, all you have to do is delete slides you don’t want to use. (Just make sure you first save or make a copy of the entire presentation in case you want to use or revisit the other slides at a later time).

✅ You can copy and paste all “student response” version slides into another PowerPoint and send them to students to complete.

✅ You can mix and match slides.

▶️ Customer Service Lesson PowerPoint features:

★ Includes 76 slides (No nonsense slides)

★ All 76 slides are included on Google Slides as well.

★ The PowerPoint is interactive – “Student-version” slides are included where students can type in their answers to questions.

★ The PowerPoint includes images that reflect diversity and clearly align to the content/information presented in the slides.

★ PowerPoint slides are visually appealing (and contain unique borders, fonts, and clipart)

★ Includes Answer Key slides

★ Uneditable due to copyright purposes (I would love to accommodate you if you need anything changed)

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▶️ Scenario Packet (FOLDER #2)

Learning about possible customer service scenarios is a great way to prepare students for any future customer issues. Included in this packet are 12 highly relevant customer service scenarios that give students a hands-on approach to experiencing and practicing “real-life” examples of great and poor customer service. It gives students an opportunity to hone their customer service and conflict management skills.

The 12 scenarios come in FIVE variations (also included in Google Slides – 5 Google Slide Links)

✨ Variation #1: Scenario Worksheets with Questions - Students write or type their responses on the lines provided - PDF and Digital)

✨ Variation #2: Scenario Worksheets without Questions - There is space for you to generate your OWN question, and students copy down the question and then answer it on the lines provided - PDF and Digital).

✨ Variation #3: Scenario POWERPOINT (Scenarios only) - This variation can be used to display on the board, have discussions about, review, discuss/generate different questions about the scenarios, etc. - PowerPoint and Digital)

✨ Variation #4: Scenario POWERPOINT with Questions - Students can type in their responses either on the PowerPoint itself, if you share it with them, or on Google Slides! Text boxes have already been created - PowerPoint and Digital)

✨ Variation #5: Scenario POWERPOWEROINT - Scenarios without Questions – You generate your OWN Questions - PowerPoint and Digital)

⭐ Two “BLANK” slides have been included for you to add your OWN scenarios and questions.

These scenarios offers opportunities for you to:

► bridge knowledge gaps and/or point students in the right direction based on their responses to the scenarios.

► test your students’ knowledge about the qualities required for exceptional customer service in any workplace.

► have students practice how to effectively resolve conflicts and diffuse difficult customer situations.

► determine how students would approach typical situations in the workplace.

► train your students how to handle potential difficult situations, provide great customer service, de- escalate conflicts, and practice effective communication.

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❤️ Role-Playing ❤️

Students can discuss or role-play these common customer service scenarios and present worst/best case scenarios to the class. One student can act as the customer and the other can act as the employee handling the situation. Teacher and student observers can provide feedback and other possible scenario solutions. These highly relatable scenarios provide opportunities for students to demonstrate customer-service skills.

Customer Service Scenario IDEAS:

✨ After reading scenarios, you can hold a class discussion about the variety of strategies students can use to deal with difficult customers and deliver great customer service. Additionally, the scenarios can be used to discuss appropriate vs. inappropriate responses, actions, behaviors, and attitudes when handling customers in these situations.

✨ Student observers can identify effective customer service strategies being used in the role plays as well as offer constructive criticism about how students performed in their roles as customer service agents. They can offer other possible scenario solutions.

✨ One student role-plays as a customer and the other as a service representative. They can act out how each side might handle the given scenario, and once the issue is resolved, they switch roles. This will help them understand each side of the situation.

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This packet offers opportunities for teachers to help their students learn a variety of critical concepts and skills related to customer service as they prepare for employment. Students will be able to practice how to effectively resolve conflicts and diffuse difficult customer situations. It also offers a variety of activities that will help students explore qualities required for exceptional customer service in any workplace. Detailed ANSWER KEYS are included to help you facilitate learning and discussions!

This resource makes a great addition to any class or course that needs to cover customer service because the context is based on experiences your students will face in their everyday lives, particularly in their workplace. We can all agree that honing customer service skills and conflict management skills takes time and practice, practice, practice! These fun real-life exercises can help sharpen your students’ customer service skills and ultimately make them more confident in the workplace!

This resource correlates to other workplace readiness skills including:

✷ Demonstrating positive work ethic
✷ Demonstrating conflict resolution capabilities
✷ Demonstrating effective speaking and listening skills
✷ Coping with difficult situations

The customer service lesson and activities provide students the opportunity to practice:

✷ Dealing with difficult, dissatisfied, or angry customers.
✷ Identifying various perspectives involved when dealing with unhappy customers.
✷ Resolving customer conflict / Conflict resolution.
✷ Maintaining professionalism and decorum in difficult or tense situations.
✷ Perspective-taking - View issues from a customer’s viewpoint to help them empathize with an unhappy customer.
✷ Effective communication
✷ Emotion control

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This resource is also included in the following discounted BUNDLES:

• Customer Service/Career Readiness Mega Bundle
• SEL Mega Bundle

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Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Activity Worksheets and Answer Keys
• Customer Service Scenario Task Cards and Worksheets
• Customer Service Writing/Discussion Questions
• Customer Service Interview Questions Task Cards and Worksheets

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Created by © Queen's Educational Resources / All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

*******************************

Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

*******************************

Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

*******************************

DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?!?!? All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

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LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram

Career Readiness | Job Interview Questions | Customer Service Questions

ABOUT THIS RESOURCE

★ Topic – Job Interview Questions

★ 135 pages

★ Print and Digital (PDF and Google Slides)

★ Features 48 Job Interview Questions

★ Questions come in three variations: Task Cards, Worksheets, and Digital/Google Slides

★ Suitable for Middle and High School Students

★ Google Slide Link

★ Career Readiness

This resource includes:
★ 48 Job Interview Question Task Cards (7 different colors / 48 questions)
→ Blue
→ Dark Blue
→ Red
→ Purple
→ Teal
→ Brown
→ B&W

★ 48 Job Interview Question Worksheets (Same questions in the Task Cards)
★ List of Questions (2.5 pages / Easy access for teachers)
★ Google Slides Link

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As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Encountering emotional, demanding, or difficult customers as well as tricky situations is just inevitable and part of the job. Students will eventually be "quizzed" on how they would handle difficult customers and situations during interviews for a job! Interviewers want to know if your students, your soon-to-be employees, will be productive team members in their workplace.

These interview questions are a great way to:

⭐ prepare students for job interviews.

⭐ measure what students know and do not know about customer service.

⭐ introduce students to the concept of customer service.

⭐ determine what customer service concepts students need to learn or explore further.

⭐ help students reflect about what they know and what they’ve learned about customers service.

⭐ to assess students’ comprehension on customer service related issues and situations.

⭐ better prepare students for future employment.

These customer service-related job interview questions will reveal useful information about what students know while encouraging them to "think on their feet." Seeing how they react speaks volumes about how they will handle real-life situations.

This resource includes a total of 48 Job Interview Questions related to customers and customer service. It encourages students to think about the overarching concepts of customer service, test their knowledge and explore qualities required for exceptional customer service in any workplace, and how to appropriately and professionally handle difficult customers and situations.

You can ask students to answer the questions in their class journals, in groups (or with their partners), or as part of a class discussion. You can even give students the "hot seat" and have them answer job interview questions in front of the class❗

This resource makes a great addition to any class or course that needs to cover customer service or career readiness because the context is based on experiences your students will eventually face in the workplace.

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RESOURCE ITEMS:

▶️ JOB INTERVIEW QUESTION TASK CARDS (7 COLORS)

✅ This resource includes 48 Job Interview Question Task Cards  (both Colored and B&W). You can use the interview questions as discussion topics or writing prompts – or BOTH! It’s a great way to spark some interesting conversations about how to answer job interview questions.

✅ These Task Cards can be used as part of a larger lesson, in guided small groups, whole-class discussions, partner discussion before sharing out with the larger group or class, or even one-on-one with a teacher, guidance counselor, or parent/guardian!

✅ These Task Cards contain the same questions in the Worksheets.

✅ You can print the Task Cards out on gloss paper or regular paper and laminate. You may also organize them in a binder ring.

▶️ Job Interview Questions WORKSHEETS (Print and Digital)

✅ This resource also includes 48 WORKSHEETS with lines and an interview question, so students can write their responses. Students can answer the questions either on paper, or on Google Slides!

✅ These worksheets contain the same questions in the Task Cards.

✅ The worksheets are also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs for when students accidentally delete text boxes and when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

▶️ List of Interview Questions (Easy Access for Teachers – 2.5 pages)

Also included is a 2.5-page complete LIST OF QUESTIONS to allow easier access for teachers to read and select questions to work with. These are the same questions listed in the Task Cards and Worksheets.

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❌ Lesson plans are not included. These worksheets can be used in addition to your own lesson plans and in such a way that best meets the needs of your students.

*******************************

This resource is also included in the following discounted bundle:

• Customer Service/Career Readiness Mega Bundle
• SEL Mega Bundle

*******************************

Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Lesson and PowerPoint Packet
• Customer Service Activity Worksheets and Answer Keys
• Customer Service Scenario Task Cards and Worksheets
• Customer Service Writing/Discussion Questions

*******************************

Created by © Queen's Educational Resources / All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

*******************************

Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

*******************************

Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

*******************************

DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?!?!? All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

*******************************

LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram

Career Readiness Skills | Customer Service Writing and Discussion Questions

ABOUT THIS RESOURCE

★ Topic – Career Readiness | Customer Service

★ 99 pages

★ Print and Digital (PDF and Google Slides)

★ Features 64 Customer Service Writing/Discussion Questions

★ Questions come in three variations: Task Cards, Worksheets, and Digital/Google Slides

★ Suitable for Middle and High School Students

★ Google Slides Link

This resource includes:
★ 64 BLUE Question Task Cards (64 Questions)

★ 64 B&W Question Task Cards (64 Questions)

★ 64 Writing/Discussion Question Worksheets (Same questions in the Task Cards)
★ List of Questions (3 full pages / Easy Access for Teachers)
★ Google Slide Link

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As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with all kinds of emotional, demanding, and difficult customers is part of the job. When interacting with customers, it is essential to have excellent customer service skills. The more skills they master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.

This resource includes a total of 64 Writing/Discussion Questions related to customers and customer service. It encourages students to think about the overarching concepts of customer service. This resource can help students explore qualities required for exceptional customer service in any workplace, determine how to appropriately and professionally deal with difficult customers, and test their knowledge about how to handle everyday work challenges.

The questions can be used for the following:

⭐ to measure what students know and do not know about customer service.

⭐ to introduce students to the concept of customer service.

⭐ to determine what customer service concepts students need to learn or explore further.

⭐ to help students reflect about what they’ve learned about customers service.

⭐ to assess students’ comprehension.

✅ You can ask students to answer the questions in their class journal, in groups (or with their partners), or as part of a class discussion.

✅ This resource makes a great addition to any class or course that needs to cover customer service because the context is based on experiences your students will face in their everyday lives.

*******************************

RESOURCE ITEMS:

▶️ QUESTION TASK CARDS (COLOR and B&W)

✅ This resource includes 64 Customer Service Writing/Discussion Question Task Cards  (both Colored and B&W). You can use the questions/prompts as discussion topics or writing prompts – or BOTH! It’s a great way to spark some interesting conversations about mindsets and thinking habits/patterns related to customer service.

✅ You can use the B&W Task Cards to print out on ANY color paper!

✅ These Task Cards can be used as part of a larger lesson, in guided small groups, whole-class discussions, partner discussion before sharing out with the larger group or class, or even one-on-one with a teacher, guidance counselor, or parent/guardian!

✅ These Task Cards contain the same questions in the Worksheets.

✅ You can print the Task Cards out on gloss paper or regular paper and laminate. You may also organize them in a binder ring.

▶️ Writing/Discussion WORKSHEETS (Print and Digital)

✅ This resource also includes 64 Customer Service Writing/Discussion WORKSHEETS with lines and a question, so students can write their responses. Students can answer the questions either on paper, or on Google Slides!

✅ These worksheets contain the same questions in the Task Cards.

✅ The worksheets are also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs for when students accidentally delete text boxes and when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

▶️ List of Questions (Easy Access for Teachers – 3 pages)

Also included is a 3-page complete LIST OF QUESTIONS to allow easier access for teachers to read and select questions to work with. These are the same questions listed in the Task Cards and Worksheets.

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❌ Lesson plans are not included. This resource can be used in addition to your own lesson plans and in such a way that best meets the needs of your students.

*******************************

This resource is also included in the following discounted bundle:

• Customer Service/Career Readiness Mega Bundle
• SEL Mega Bundle

*******************************

Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Lesson and PowerPoint Packet
• Customer Service Activity Worksheets and Answer Keys
• Customer Service Scenario Task Cards and Worksheets
• Customer Service / Job Interview Questions Task Cards and Worksheets

*******************************

Created by © Queen's Educational Resources / All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

*******************************

Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

*******************************

Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

*******************************

DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?!?!? All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

*******************************

LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram

Customer Service Scenarios | Career Readiness Scenarios | Customer Scenarios

ABOUT THIS RESOURCE

★ Topic - Career Readiness / Customer Service

★ 149 pages

★ Print and Digital (PDF and Google Slides)

★ Features 48 Customer Service SCENARIOS

★ Scenarios come in three variations: Task Cards, Worksheets, and Digital/Google Slides

★ Suitable for Middle and High School Students

★ Real-Life Scenarios!

★ Includes 2 Google Slide Links

This resource includes:

★ 48 BROWN/COLORED Task Cards (48 Scenarios)

→ 48 BROWN Task Cards with Questions

→ 48 BROWN Task Cards without Questions

★ 48 B&W Task Cards (48 Scenarios)

→ 48 B&W Task Cards WITH Questions

→ 48 B&W Task Cards WITHOUT Questions

★ 48 Scenario Worksheets with Questions (Same scenarios in the Task Cards)

★ 48 Scenario Worksheets without Questions (Space has been created for you to generate your OWN questions)

★ List of Scenarios (5 pages / Easy access for teachers)

★ 2 Google Slide Links

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This resource is also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs to assist students who accidentally delete text boxes and/or when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

*********************************

As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with angry or difficult customers is part of the job. When interacting with customers, it is essential to have excellent customer service skills. The more skills they master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.

Customer service scenarios are difficult situations that could include upset, angry, and disappointed customers that students are likely to encounter in the workplace. Students may encounter these typical situations while working, or even be quizzed on how they would handle them while interviewing for a job! Learning about possible customer service scenarios is a great way to prepare students for any future customer issues. These customer service scenarios give students a hands-on approach to experiencing and practicing “real-life” examples of good and poor customer service while honing their customer service and conflict management skills. It is important to prepare your students (or any “employee-to-be”) for as many different situations as possible.

These scenarios offers opportunities for you to:

► bridge knowledge gaps and/or point students in the right direction based on their responses to the scenarios.

► test your students’ knowledge about the qualities required for exceptional customer service in any workplace.

► have students practice how to effectively resolve conflicts and diffuse difficult customer situations.

► determine how students would approach typical situations in the workplace.

► train your students how to handle potential situations, provide great customer service, de- escalate conflicts, and practice effective communication.

❤️ Role-Playing ❤️

Students can discuss or role-play common customer service scenarios and present worst/best case scenarios to the class. One student can act as the customer and the other can act as the employee handling the situation. Teacher and student observers can provide feedback and other possible scenario solutions. These highly relatable scenarios provide opportunities for students to demonstrate customer-service skills.

❤️ Customer Service Scenario IDEAS ❤️

✸ After reading scenarios, you can hold a class discussion about the variety of strategies students can use to deal with difficult customers and deliver great customer service. Additionally, the scenarios can be used to discuss appropriate vs. inappropriate responses, actions, behaviors, and attitudes when handling customers in these situations.

✸ Student observers can identify effective customer service strategies being used in the role plays as well as offer constructive criticism about how students performed in their roles as customer service agents. They can offer other possible scenario solutions.

✸ One student role-plays as a customer and the other as a service representative. They can act out how each side might handle the given scenario, and once the issue is resolved, they switch roles. This will help them understand each side of the situation.

✨ This resource makes a great addition to any class or course that needs to cover customer service because the context is based on experiences your students will face in their everyday lives. We can all agree that honing customer service skills and conflict management skills takes time and practice, practice, practice! These fun real-life exercises can help sharpen your students’ customer service skills and ultimately make them more confident in the workplace!

*********************************

RESOURCE ITEMS:

▶️ SCENARIO TASK CARDS (BROWN and B&W)

This resource includes 48 Customer Service Scenario Task Cards  (both BROWN and B&W). The Task Cards include highly relevant scenarios that students can relate to followed by questions related to how they would effectively deal with the challenges (and difficult customers) presented in the scenarios.

These Task Cards include 4 variations:

✔ 48 Brown Task Cards WITH Questions

✔ 48 Brown Task Cards WITHOUT Questions

✔ 48 B&W Task Cards WITH Questions

✔ 48 B&W Task Cards WITHOUT Questions

✅ You can use the B&W Task Cards to print out on ANY color paper!

✅ These Task Cards can be used as part of a larger lesson, in guided small groups, whole-class discussions, partner discussion before sharing out with the larger group or class, or even one-on-one with a teacher, guidance counselor, or parent/guardian!

✅ These Task Cards contain the same scenarios in the Scenario Worksheets.

✅ You can print the Task Cards out on gloss paper or regular paper and laminate. You may also organize them in a binder ring.

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▶️ TWO SETS OF SCENARIO WORKSHEETS (Print and Digital - YAY!)

This resource also includes 48 Customer Service Scenario WORKSHEETS with lines and a question(s), so students can write their responses. Students can answer the questions about the scenarios either on paper or on Google Slides! These worksheets contain the same scenarios in the Task Cards.

The worksheets come in TWO Variations:

► Worksheet Variation #1: This set of 48 worksheets include a question for students to answer after reading and reflecting about the scenarios.

► Worksheet Variation #2: This set of 48 worksheets does NOT include a question after the scenarios. A space has been provided for you to generate your OWN question(s)!

► BOTH sets of Worksheets have been included on Google Slides with text boxes already created to make it easier for you and your students. For the Worksheet set in which you generate your own question, you may type in a question before sharing documents with your students! If you want to use the "Print/PDF" version that does not include the question, all you have to do is generate a question that you can have students copy down, or that you write yourself in the space provided, before making copies and distributing to students! Super easy and accessible!

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▶️ GOOGLE SLIDES

This packet includes two DIGITAL Worksheet versions!

✥ Worksheet Variation #1 - Scenarios with Question

✥ Worksheet Variation #2 - Scenarios without Question (You generate your OWN!)

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▶️ List of Scenarios (Easy Access for Teachers – 5 pages)

Also included is a 5-page complete LIST OF SCENARIOS to allow easier access for teachers to read and select scenarios to work with. These are the same scenarios listed in the Task Cards and Worksheets.

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❌ Lesson plans are not included. These scenarios can be used in addition to your own lesson plans and in such a way that best meets the needs of your students.

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Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Lesson and PowerPoint Packet
• Customer Service Activity Worksheets and Answer Keys
• Customer Service Writing/Discussion Questions
• Job Interview Questions Task Cards and Worksheets

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Created by © Queen's Educational Resources / All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

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Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

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Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

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Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

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DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?!?!? All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

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Customer Service Activity Worksheets | Career Readiness Activities | Life Skills

ABOUT THIS RESOURCE

★ Topic - Customer Service Skills / Career Readiness

★ Activity Worksheets

★ 61 pages

★ Print and Digital (Text boxes already created!)

★ Excellent for Middle and High School

★ Detailed Answer Keys included

This resource includes:

★ 33 Customer Service Activity Worksheets

★ Detailed Answer Keys

★ Google Slides link

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This resource is also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs to assist students who accidentally delete text boxes and/or when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

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As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with angry or difficult customers is part of the job. When interacting with customers, it is essential to have excellent customer service skills. The more skills they master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.

This packet offers many opportunities for teachers to help their students learn a variety of critical concepts and skills related to customer service as they prepare for employment. Students will be able to practice how to effectively resolve conflicts and diffuse difficult customer situations. It also offers a variety of activities that will help students explore qualities required for exceptional customer service in any workplace. Detailed ANSWER KEYS are included to help you facilitate learning and discussions!

This resource makes a great addition to any class or course that needs to cover customer service because the context is based on experiences your students will face in their everyday lives, particularly in their workplace. We can all agree that honing customer service skills and conflict management skills takes time and practice, practice, practice! These fun real-life exercises can help sharpen your students’ customer service skills and ultimately make them more confident in the workplace!

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This resource correlates to other workplace readiness skills including:

⭐ Demonstrating positive work ethic

⭐ Demonstrating conflict resolution capabilities

⭐ Demonstrating effective speaking and listening skills

⭐ Managing difficult situations

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These customer service activities provide students the opportunity to practice:

▶ Dealing with difficult, dissatisfied, or angry customers

▶ Identifying various perspectives involved when dealing with unhappy customers

▶ Resolving customer conflict / Conflict resolution

▶ Maintaining professionalism and decorum in difficult or tense situations

▶ Perspective-taking - View issues from a customer’s viewpoint to help them empathize with an unhappy customer

▶ Being receptive to and responding to feedback

▶ Effective communication

▶ Emotion control

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This resource covers the following topics related to Customer Service:

★ Anticipation Guide

★ Good vs. Poor Customer Service

★ KWL

★ Return and Refund Scenario

★ Satisfying/Appropriate Customer Service Responses

★ Handling Difficult Customers Scenarios

★ Customer Service Reflection

★ Responding to Difficult Customers

★ Effective Communication

★ Positive Communication (Using Positive Words)

★ True or False Customer Service Concepts

★ Pro vs. Poor Customer Service

★ How Would You Respond to Angry Customers?

★ Active Listening

★ Text Messaging Conversation (Extra "blank" worksheets included for you to generate your own questions)

★ Responding to Customers' Social Cues and Body Language

★ Handling/Addressing Disruptive Customers

★ "Live Chat" Agent - How Would You Respond

★ Responding to Negative Reviews

★ Do's and Don'ts in Customer Service

★ Difficult Customer Service Concept Web

★ Qualities of Excellent Customer Service Web

★ Filter Your Mouth - Words Matter!

★ Handling "Unexpected" Conflicts

★ Delivering Great Customer Service Scenario

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❌ Lesson plans are not included. This product can be used in addition to your own lesson plans and in such a way that best meets the needs of your students.

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This resource is also included in the following discounted Bundles:

• Customer Service/Career Readiness Mega Bundle
• Social Emotional Learning Activity Worksheets Mega Bundle
• SEL Mega Bundle

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Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Lesson and PowerPoint Packet
• Customer Service Scenario Task Cards and Worksheets
• Customer Service Writing/Discussion Questions
• Customer Service Interview Questions Task Cards and Worksheets

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Explore similar Social-Emotional Learning Worksheets and Key Packets:

❤️ SEL Activity Worksheets Mega Bundle

❤️ Anger Management

❤️ Anxiety

❤️ Bullying

❤️ Conflict Resolution

❤️ Customer Service

❤️ Disagreements, Negotiation, Compromise

❤️ Effective Communication

❤️ Empathy

❤️ Financial Literacy | Responsibility

❤️ Growth Mindset

❤️ Leadership

❤️ Moral and Ethical Dilemmas

❤️ Organizational Skills

❤️ Peer Pressure

❤️ Procrastination

❤️ Reframing Negative Thoughts

❤️ Relationships

❤️ Resilience

❤️ Risky Behaviors

❤️ Self-Advocacy

❤️ Self-Awareness

❤️ Self-Care

❤️ Self-Control

❤️ Social Awareness

❤️ Social Boundaries and Personal Space

❤️ Stress Management

❤️ Time Management

❤️ Toxic Behaviors

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Created by © Queen's Educational Resources | All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

*******************************

Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

*******************************

Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

*******************************

DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?! All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

*******************************
LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram