Customer Service Scenarios | Career Readiness Scenarios | Situation Cards
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Career Readiness | Customer Service Skills Activities*******************************CLICK ON PREVIEW BUTTON FOR A CLOSER LOOK!!*******************************ABOUT THIS BUNDLE★ Topic - Career Readiness / Customer Service Skills★ Includes 5 Products★ 651 pages★ Suitable for Middle and High School StuPrice $44.20Original Price $79.50Save $35.30
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Customer Service Scenarios | Career Readiness Scenarios | Customer Scenarios
ABOUT THIS RESOURCE
★ Topic - Career Readiness / Customer Service
★ 149 pages
★ Print and Digital (PDF and Google Slides)
★ Features 48 Customer Service SCENARIOS
★ Scenarios come in three variations: Task Cards, Worksheets, and Digital/Google Slides
★ Suitable for Middle and High School Students
★ Real-Life Scenarios!
★ Includes 2 Google Slide Links
This resource includes:
★ 48 BROWN/COLORED Task Cards (48 Scenarios)
→ 48 BROWN Task Cards with Questions
→ 48 BROWN Task Cards without Questions
★ 48 B&W Task Cards (48 Scenarios)
→ 48 B&W Task Cards WITH Questions
→ 48 B&W Task Cards WITHOUT Questions
★ 48 Scenario Worksheets with Questions (Same scenarios in the Task Cards)
★ 48 Scenario Worksheets without Questions (Space has been created for you to generate your OWN questions)
★ List of Scenarios (5 pages / Easy access for teachers)
★ 2 Google Slide Links
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This resource is also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs to assist students who accidentally delete text boxes and/or when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.
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As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with angry or difficult customers is part of the job. When interacting with customers, it is essential to have excellent customer service skills. The more skills they master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.
Customer service scenarios are difficult situations that could include upset, angry, and disappointed customers that students are likely to encounter in the workplace. Students may encounter these typical situations while working, or even be quizzed on how they would handle them while interviewing for a job! Learning about possible customer service scenarios is a great way to prepare students for any future customer issues. These customer service scenarios give students a hands-on approach to experiencing and practicing “real-life” examples of good and poor customer service while honing their customer service and conflict management skills. It is important to prepare your students (or any “employee-to-be”) for as many different situations as possible.
These scenarios offers opportunities for you to:
► bridge knowledge gaps and/or point students in the right direction based on their responses to the scenarios.
► test your students’ knowledge about the qualities required for exceptional customer service in any workplace.
► have students practice how to effectively resolve conflicts and diffuse difficult customer situations.
► determine how students would approach typical situations in the workplace.
► train your students how to handle potential situations, provide great customer service, de- escalate conflicts, and practice effective communication.
❤️ Role-Playing ❤️
Students can discuss or role-play common customer service scenarios and present worst/best case scenarios to the class. One student can act as the customer and the other can act as the employee handling the situation. Teacher and student observers can provide feedback and other possible scenario solutions. These highly relatable scenarios provide opportunities for students to demonstrate customer-service skills.
❤️ Customer Service Scenario IDEAS ❤️
✸ After reading scenarios, you can hold a class discussion about the variety of strategies students can use to deal with difficult customers and deliver great customer service. Additionally, the scenarios can be used to discuss appropriate vs. inappropriate responses, actions, behaviors, and attitudes when handling customers in these situations.
✸ Student observers can identify effective customer service strategies being used in the role plays as well as offer constructive criticism about how students performed in their roles as customer service agents. They can offer other possible scenario solutions.
✸ One student role-plays as a customer and the other as a service representative. They can act out how each side might handle the given scenario, and once the issue is resolved, they switch roles. This will help them understand each side of the situation.
✨ This resource makes a great addition to any class or course that needs to cover customer service because the context is based on experiences your students will face in their everyday lives. We can all agree that honing customer service skills and conflict management skills takes time and practice, practice, practice! These fun real-life exercises can help sharpen your students’ customer service skills and ultimately make them more confident in the workplace!
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RESOURCE ITEMS:
▶️ SCENARIO TASK CARDS (BROWN and B&W)
This resource includes 48 Customer Service Scenario Task Cards (both BROWN and B&W). The Task Cards include highly relevant scenarios that students can relate to followed by questions related to how they would effectively deal with the challenges (and difficult customers) presented in the scenarios.
These Task Cards include 4 variations:
✔ 48 Brown Task Cards WITH Questions
✔ 48 Brown Task Cards WITHOUT Questions
✔ 48 B&W Task Cards WITH Questions
✔ 48 B&W Task Cards WITHOUT Questions
✅ You can use the B&W Task Cards to print out on ANY color paper!
✅ These Task Cards can be used as part of a larger lesson, in guided small groups, whole-class discussions, partner discussion before sharing out with the larger group or class, or even one-on-one with a teacher, guidance counselor, or parent/guardian!
✅ These Task Cards contain the same scenarios in the Scenario Worksheets.
✅ You can print the Task Cards out on gloss paper or regular paper and laminate. You may also organize them in a binder ring.
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▶️ TWO SETS OF SCENARIO WORKSHEETS (Print and Digital - YAY!)
This resource also includes 48 Customer Service Scenario WORKSHEETS with lines and a question(s), so students can write their responses. Students can answer the questions about the scenarios either on paper or on Google Slides! These worksheets contain the same scenarios in the Task Cards.
The worksheets come in TWO Variations:
► Worksheet Variation #1: This set of 48 worksheets include a question for students to answer after reading and reflecting about the scenarios.
► Worksheet Variation #2: This set of 48 worksheets does NOT include a question after the scenarios. A space has been provided for you to generate your OWN question(s)!
► BOTH sets of Worksheets have been included on Google Slides with text boxes already created to make it easier for you and your students. For the Worksheet set in which you generate your own question, you may type in a question before sharing documents with your students! If you want to use the "Print/PDF" version that does not include the question, all you have to do is generate a question that you can have students copy down, or that you write yourself in the space provided, before making copies and distributing to students! Super easy and accessible!
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▶️ GOOGLE SLIDES
This packet includes two DIGITAL Worksheet versions!
✥ Worksheet Variation #1 - Scenarios with Question
✥ Worksheet Variation #2 - Scenarios without Question (You generate your OWN!)
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▶️ List of Scenarios (Easy Access for Teachers – 5 pages)
Also included is a 5-page complete LIST OF SCENARIOS to allow easier access for teachers to read and select scenarios to work with. These are the same scenarios listed in the Task Cards and Worksheets.
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❌ Lesson plans are not included. These scenarios can be used in addition to your own lesson plans and in such a way that best meets the needs of your students.
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Other CUSTOMER SERVICE resources you might be interested in:
- Customer Service/Career Readiness Mega Bundle
- Customer Service Lesson and PowerPoint Packet
- Customer Service Activity Worksheets and Answer Keys
- Customer Service Writing/Discussion Questions
- Job Interview Questions Task Cards and Worksheets
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Created by © Queen's Educational Resources / All Rights Reserved
Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.
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Please feel free to email me if you have any questions!
queenseducationalresources@gmail.com
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Interested in REAL-LIFE SCENARIOS?
Checkout my REAL-LIFE SCENARIOS LIBRARY!
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Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!
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