Sample Lesson Plan and Facilitators Guide

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Topic – Customer Service Training – Handling a Frustrated Customer

Time – 2 hours

Overview of training session

During this training session students will review customer service information as well as product and service information. After they have reviewed the material and are prepared they will be asked to complete an instructional simulation that will allow them to practice effectively handling a frustrated customer. 
Objectives

Apply the customer service skills learned in class to a situation that presents you with a frustrated customer in order to calm the customer down and resolve their root problem
  • Listen to the customers concerns and problems
  • Acknowledge the customers complaints and offer empathy
  • Begin to work through resolving the customers problems by coming up with several resolutions
  • Discuss the resolutions with the customer and agree upon an appropriate solution
  • Confirm acceptance of the solution


Rationale

Instructional simulations suits these learning goals very well. In order to truly be able to work with a frustrated customer students should be given the opportunity to practice being in the situation. Instructional simulations provide learners with a safe environment to practice and learn. Stress can be reduced during the simulation and the student can take their time to walk through the problem without fear of frustrating the customer more. 

Learners will need to be encouraged to treat the simulations as real life and to take it seriously. This is their opportunity to learn and practice before they have to do this in the real-world. 
Merrill's First Principles of Instruction
Demonstration – Learning is promoted when learners observe a demonstration

  • Students will watch a video that shows example situations of handling frustrated customers
  • Students will watch how their partner handles the situation given
Application – Learning is promoted when learners apply the new knowledge

  • Students will take their new knowledge of customer service and apply it to the simulation in order to effectively handle the frustrated customer
Activation – Learning is promoted when learners activate prior knowledge or experience

  • Students will need to recall knowledge on products and services and the basics of customer service in order to work through the simulations given
Integration – Learning is promoted when learners integrate their new knowledge into their everyday world

  • Students will apply the new knowledge in the safe environment of the classroom during the instructional simulation. This will ease the transition to the everyday world
Facilitator Guide

  • The instructor will begin the class by having students work in small groups to review the material covered over the last few days regarding customer service skills
  • Have students complete the self-assessment tool to determine their level of understanding on the products and services sold by ABC company
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  • Have students work individually to prepare for and plan how they will handle a frustrated customer
  • Have students partner up (one will be the customer and one the support rep). Give each pair a simulation to act out. 
  • Give students 10 minutes to read their scenarios and prepare, 30 minutes to act out the scenario and then 10 minutes to reflect upon the activity as partners and make some notes that they can share with the larger group
  • As students are working through their scenarios you should be moving around the room and watching each of the groups for a few minutes and making some notes of your own that you can share after during the debrief. Answer questions and provide guidance as needed
  • Debrief - Have the class discussion how each of the simulations went and share the notes that they made during their reflection process. Share any notes that you made during your observations.