LP

Middle School Lesson: Demonstrating Customer Service Skills

Objective: By the end of the lesson, students will be able to:

• Define what customer service is and why it's important.

• Identify key customer service skills.

• Demonstrate effective customer service through role-play scenarios.

Materials:

• Computer and projector.

• Whiteboard and markers.

• Handouts on key customer service skills.

• Role-play scenario cards.

• Props (optional) for role-play activity, such as a toy phone, counter/table setup, etc.

Introduction (10 minutes):

• Start with a short story or example of a memorable customer service experience, either positive or negative.

• Ask students if they've ever been in a situation, either as a customer or service provider, where they noticed good or bad customer service.

• Briefly explain that good customer service can make a huge difference in any industry or situation.

Direct Instruction (15 minutes):

• Present a slide show or write on the board the key elements of customer service:

  • Active Listening: Paying full attention to what the customer is saying, asking clarifying questions, and not interrupting.

  • Empathy: Understanding and showing care for the customer's feelings and needs.

  • Clear Communication: Explaining things simply and ensuring the customer understands.

  • Patience: Taking the time to help the customer, even if they're frustrated or confused.

  • Problem-Solving: Addressing issues or complaints in a constructive manner.

  • Professionalism: Remaining calm, respectful, and polite at all times.

• Discuss real-life examples of each skill (e.g., a store employee helping a frustrated customer find a product).

Group Activity – Role Play (20 minutes):

• Divide students into pairs or small groups. Provide each with a role-play scenario card.

• Allow each group some time to practice their scenario, assigning roles (e.g., customer, service representative).

• Have each group perform their role-play in front of the class.

• After each performance, facilitate a short class discussion on what was done well and what could be improved.

Example Scenario Card: "A customer bought a toy that broke within a day. They return to the store seeking a solution. The customer is frustrated, and the store employee must address the issue."

Scenarios 

Individual Activity (10 minutes):

• Distribute the handout on key customer service skills.

• Ask students to reflect on a time they experienced good or bad customer service (as a customer or observer). Have them write a short paragraph describing the experience and identifying which customer service skills were present or lacking.

Conclusion (5 minutes):

• Reinforce the idea that everyone is a customer at some point and that good customer service benefits both the provider and the recipient.

• Emphasize that these skills aren't just for jobs in retail or restaurants but are valuable in almost any career and everyday life.

Homework/Extension Activity: Students can interview an adult (family member, neighbor, etc.) about their most memorable customer service experiences. They should identify the customer service skills that were present in each story and share their findings in the next class.

Assessment: Assess students based on their participation in the role-play activity, their reflections on customer service experiences, and their completion of the extension activity. Feedback can be provided on their understanding and demonstration of the key customer service skills.