Youth Curriculum - Customer Service Foundations

Customer service is an essential skill in the workplace. Every business provides customer service, either to internal customers or external customers, or to both. Knowing how to provide a positive and lasting customer service is a skill every employer looks for. This workshop first defines internal and external customers and then moves onto the implications of both negative and positive customer service. Participants will reflect on their own experience and how negative and positive customer service has impacted their buying habits. This workshop then moves into the core competencies of customer service and highlights the importance of these competencies. Lastly, this workshop discusses four best practices of customer service: positive attitude, active listening, accurate response, and timely response. At the end of the workshop, participants will reflect on their current customer service skills and identify areas of growth.

Target Audience: In-School Youth, Out-of-School Youth

Essential Question: By completion of this workshop, participants should be able to answer the question:

·       How can I create a positive and lasting customer service experience?

Vocabulary Terms:

·       Customer Service

·       External Customer Service

·       Internal Customer Service

·       Competency

Duration: 1 hour, Virtual (Content is housed in Keywe)

Course Code: Youth4

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