This article discusses ways to develop a customer-service mindset. It explains the importance of understanding customers and building relationships with them.

Learn what spectacular customer service looks like. DIscuss good and bad customer service as a class. Divide class to create videos to represent what was discussed in class!

Students were asked to complete a customer service policy for the school store.  They needed to work through the prompts and justify to classmates why it would work in the school store.  After completing, as a class we discussed all the points brought up and created a full customer service policy to adopt. 

This customer service role-play lesson/activity is a fun way to get students to problem solve common customer service scenarios. A website link is also available within the document to guide students on how each scenario should be handled.

An assignment for students to complete a variety of customer service scenarios.  I used this during distance learning in the spring and it worked well as an introduction for customer service. 

This rubric includes three scenarios (one for the classroom, one for the workplace, and one for career-technical student organizations) that can be implemented to assess students' abilities to handle difficult customers in the workplace. It also includes a comprehensive rubric and instructions for using the rubric to assess student performance. A downloadable document containing the full set of activities, intructions, and rubrics can be found in the Resource Library. For more rubrics and other instructional tools, visit https://mbastatesconnection.mbaresearch.org/.

This lesson introduces students to the skills needed to handle telephone calls in a businesslike, professional manner. First, use the briefing (found in Task 1) to teach students about this concept. Then, ask students to demonstrate what they've learned and evaluate each other's performance. This briefing is a part of the Introduction to Management Course Guide. To download it, visit mbastatesconnection.mbaresearch.org and select "Course Guides" under "Curriculum and Instruction."

Julian Treasure demonstrates some useful vocal exercises and shares tips on how to speak with empathy, he offers his vision for a sonorous world of listening and understanding.