Title: Demonstrate customer service skills.
Course: Science of Technology (PLTW) (21015-ST) > Section: Demonstrating Interpersonal Skills

Demonstration includes

- defining customer service (e.g., internal customer service; external customer service)
- identifying the benefits of providing helpful, courteous, and knowledgeable customer service
- prioritizing customer service (both within an organization and to external customers and stakeholders)
- anticipating needs of customers and coworkers
- demonstrating how to provide helpful, courteous, and knowledgeable service to address customer and/or coworker needs.

Process/Skill Questions:

- How does internal customer service influence organizational productivity?
- What is an example of a time when a customer service representative anticipated and addressed a customer’s needs?
- Why is it important to receive helpful, courteous, and knowledgeable service?
- Why is soliciting feedback important?
- Why is cultivating relationships important?

Teacher Resources:

- Customer Service Lesson Plan #1
- Customer Service Lesson Plan #2
- Customer Service Lesson Plan #3
- Customer Service Activity, Career and Technical Education Consortium of States (CTECS)