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Peer Review

Customer service and customer care activities and exercises

Reviewed:
Nov 3, 2021 by Business
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Ratings

Overall Rating: 5.0 stars
Content Quality: 5.0 stars
Effectiveness: 5.0 stars
Ease of Use: 5.0 stars
Overview:

Use any of the below customer service training activities in this page and incorporate them any customer service training initiative, they can help you highlight some key customer service concepts that can also be modified further or debriefed differently to serve specific learning points.

Type of Material:

Collection

Recommended Uses:
  • Homework
  • In-class discussion or activities
  • Class ice-breakers
  • Personal development
  • Job training
Technical Requirements:

Safari, Google Chrome, MS Word, MS Powerpoint, PDF

Identify Major Learning Goals:
  • Learner will practice rephrasing poor customer service responses
  • Learner will understand working in a call center
  • Learner will focus on key customer service phrases
Target Student Population:
  • Undergraduate marketing classes
  • Undergraduate workplace development
Prerequisite Knowledge or Skills:

None

Content Quality

Rating:
Strengths:
  • The information is clear and accurate
  • The content is appropriate.
  • Provides realistic customer service exercises
  • Provides links to details on each activity
  • Although a commercially produced site, can be used in academic environment

 

Concerns:

None

Potential Effectiveness as a Teaching Tool

Rating:
Strengths:
  • The teaching-learning goals and consequent uses are easy to identify
  • The material promotes conceptual understanding.
  • The find a way to say it, it's how you say it, sentences puzzle, and straw race activities focus on enhancing communication. 
  • The Net Promoter Score is an activity to focus on how ratings change related to customer service response by representatives.
  • Finally, the service queue's activity focuses on the customer wait time in a call center. 
Concerns:

None

Ease of Use for Both Students and Faculty

Rating:
Strengths:
  • The site was easy to navigate.
  • All instructions are clear
  • Each activity can be implemented with minimal to no supplies required. 
Concerns:

None.

Creative Commons:
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