Teach Fantastic Customer Service
I use Hot Topic as an example of exemplary customer service to teach every single year. I have been spending money in that store filled with questionable and predominantly black merchandise for about 17 years now. It was my oldest, LeeLee, who fell in love with their merchandise, branding and store layout when they were about twelve years old, and it continues to this day. Visit www.hottopic.com if you are unfamiliar with the brand, or if you need a refresher course in what the latest vampires and goblins are wearing.
Go ahead…I’ll wait…
Now that you’ve taken a good look at their merchandise, based on the demographics of my blog, I’m guessing you’re really curious why I’m such a fan. Makes sense…
They have TERRIFIC customer service. Outstanding! Fantastic!
I still remember the first time my mid-40’s, soccer-Mom prepster walked into the store, and I was greeted with a cheerful and clear “Good morning, ma’am. Can I help you find something today or are you just browsing?” I was taken aback when the salesperson addressed me in this manner.
Through their nose ring, tongue ring, eyebrow piercings, heavy black makeup and all black outfit. He looked formidable! I then watched him walk up to a pre-teen LeeLee, with this greeting: “S’up, dude. Sick shirt. Did you go to their concert?”
I’ve been a megafan ever since. They greeted us both in respectful ways, offered assistance, and demonstrated the brand through their appearance and dress. It didn’t make me want to buy something for myself, but I was quite comfortable in that space.
I’ve spent a fortune in that store in the past 17 years, and brag about them every year.
Life Is Customer Service
I contend that customer service skills are life skills, and should be part of home-training well before kids go to school. It is easy for me to liken customer service to events and activities of daily living for everyone. From calling a restaurant to order food to hosting a wedding, individuals need to know how to community effectively and politely with people of all types. Whether it is a customer placing an order, or a bride greeting her receiving line, it is important that there is an environment of mutual respect and positivity.
That is all customer service actually is. It is the art of inviting someone into your space for a specific purpose, and making sure they feel respected, and receive the information/service/product that they desire. Whether it is relaxing music in a spa while you get a massage, or the correct size for the business suit that you are trying one, the result is the same: People will feel comfortable and respected while in your space.
Why Is It Critical To Teach High School Students?
So, you can probably see why I consider that a life skill.
Unfortunately, many young people today are not getting these types of lessons at home. I remember my mother talking me through how to hold a successful party when I was a young girl. She would show me how to arrange the table and drink area so that people could easily find and reach what they wanted, and guided me in how to greet guests as they arrived, introducing them to other people so they would have others to speak with.
That’s customer service. A good working definition of customer service would be “Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you.” In life, that means following up with thank you notes and a quick call to let people know you appreciate them and their efforts. In business, aftercare could include surveys, phone calls, or emails offering a discount for return visits.
Either way, we’re talking about enjoyment and respect.
How Do We Teach Customer Service Skills?
Teachers begin teaching customer service skills as soon as kids begin school. Literally, Sweet Husband encouraging the three-year-olds to take turns and share is the beginning of customer service education. It’s the process of thinking of others, how your behavior impacts others, and how to enhance the experience for others, that makes certain companies—and certain people—better at customer service.
Most people would claim that customer service training in the classroom begins with greetings kids at the door, but I would disagree. When I park my car and st3ep on to the schools pavement, I am on display, and students are always watching. Seeing me kick the tires on the car, for example, would give them the idea that I am angry and in a bad mood, which could impact their experience in my “store”.
So, first and foremost, we teach customer service by example.
Tips For Ongoing Training In Customer Service
Learning to listen
An important life skill, we need to make sure we are helping students learn to listen and absorb what is being said, not just waiting for their turn to talk. Practicing listening skills—with students parroting back what is being said by restating the position, and explaining the emotion associated with it—will help kids develop the skills they need to assess and answer the needs of customers.
Proper phone etiquette
While the phone has been less and less used as a tool for business, there is relevance in learning to communicate with people who are not in the same room. Students need to learn how to speak on the phone, in zoom, and over text, professionally and clearly so that their customer will feel seen and heard.
Correct greetings for customers
While the “S’up dude” greeting LeeLee received at Hot Topic was perfect for them, I as a middle-aged woman would have been insulted and put off by such a greeting. We need to teach young people how to greet and interact with persons in a professional and respectful way. That greeting is the gateway to the professional relationship, and they need to take it seriously.
Share relevant resources
I will often use the first few minutes of class for a “warm up” or “entry ticket” activity. Many times, this activity involves students reading a short article or watching a video on a relevant topic. There are tons of short, easy to read and understand resources that students can use to improve their customer service skills. A quick search of the internet will give you tons of resources to start with.
Keep everyone informed
Providing your customer a good, successful experience also includes being able to meet their needs. For that to happen, it’s important that the “salesperson” or student in this situation know everything they possibly can about the product or service line that is being offered. At the Student Store, for example, it’s important for our cashiers to be aware of what items we have in stock so our customers will not be disappointment.
Where Does This Fit in CTSOs?
CTSO competition often has a performance component to it. Whether that is in Accounting in DECA or Banking and Financial Systems in FBLA, many of the competitive events include a role play situation where the student takes on a customer service role.
Remember what we said: Customer services is anticipating and fulfilling your customer’s needs before, during and after the sale of your goods or services.
I’ve had tremendous luck with this type of role play event, because of the backbone of my customer service teaching: Empathy.
Teaching students to put themselves in the customer’s shoes, feel what they are feeling, and encouraging them to provide a solution or resolution that would be satisfying to them has been the single most important factor that has helped my students be successful in competition.
More importantly, teaching empathy is incredibly important for our young people to learn for their lives.
Because if you can teach a young person strong customer service skills for them to use in their job and career, imagine how much that will positively impact their personal relationships.
We aren’t teaching a subject, remember. We are teaching humans.
THANK YOU FOR READING THIS FAR!!!
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Resources
https://www.remotehq.com/customer-service/12-reasons-why-customer-service-is-so-important