How to Teach Customer Service to Teens … and Why It Matters
Source: How to Teach Customer Service to Teens … and Why It Matters
According to a study by the National Retail Federation, 71% of employers value customer service skills. Customer service is clearly an essential skill for success in the workplace, and it’s something teens can work on now. Whether they’re landing their first job or just looking to build a foundation for their future career, learning customer service is important – and the NRF Foundation’s RISE Up provides the skills and expertise employers are looking for.
There’s a lot more to this solid and engaging curriculum (which you can learn all about on the RISE Up website). Here’s a quick look at five of the key elements of customer service, straight out of their curriculum, that I was able to check out. Plus ways you can incorporate them into your classroom today.
1. Know products and services
To provide customer service, employees need product and service knowledge. You must be able to provide information about a product’s characteristics, know industry trends, and help customers find products.
Try this: Bring a jackfruit and let the students taste it. Next, let them do a little research on its usage. Finally, invite them to a role-play between employees and curious customers.
2. Establishing a connection with the customer
The first impression counts! Employees who convey a professional demeanor through dress and demeanor, are polite and helpful, and use nonverbal cues (e.g., eye contact) show customers that they are approachable.
Try this: Show students pictures of different service or retail employees (positive and negative examples) and ask them to interpret their body language cues. Encourage them to think about what customers might infer from their own body language.
3. Assessing a customer’s needs
Employees need to gather information if they are to effectively help a customer. The best way to do this is to use open-ended questions—that is, questions that cannot be answered with a simple “yes” or “no.”
Try this: Give students a list of closed-ended questions and have them rewrite them as open-ended questions. For example:
- is this a gift
- Are you looking for something special?
- Do you see something you like?
4. Personalization Service
Once connected and the agent has learned more about the customer, they can tailor the service experience to their specific needs. This can include explaining product features as benefits, demonstrating a product, or offering options or alternatives.
Try this: Have students create examples of products with these options:
- Choice of color, model and size
- adjustment
- rental options
5. Follow up with customers
Quality customer service goes beyond time in store. Follow-up is a great way to show the customer that you care about their satisfaction. Depending on the company, an employee can invite customers to take a survey or contact them directly.
Try this: Have students create a mock thank you letter or email to a customer.
Help your students earn a RISE UP certification in Customer Service and Sales today.
Register HERE to start RISE Up
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