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- Submit Activity
The Soup Nazi and Customer Service
In Part 1, students listen to a radio interview with a dyslexic journalist and answer questions about the details. In Part 2, students listen and read along to a radio piece about successful dyslexics. Students answer questions found in the reading. In Part 3, students analyze a graph showing the divergence of IQ and reading ability in dyslexics
S&L2: Integrate and evaluate information presented in diverse media and formats, including visually, quantitatively, and orally.
Level(s): C, D
Estimated timeframe: 2-4 hours
- Pre-teach: Ask students: How do you like to be treated by customer service representatives in person, on the phone, or online? Why is it necessary for people in customer service to be trained? What do you already know about good customer service? (Emphasize the “big picture” issues and why it is important to remember the mission of the workplace.)
- In this Ted-Ed lesson, complete the steps Watch, Think, and Dig Deeper: opens in a new window Seinfeld Customer Service Example (http://ed.ted.com/on/7asr1LCD).
- Extend: Have students write “poor” and “good” under each circle in the opens in a new window Customer Service Venn Diagram and write in characteristics as they watch some of the customer service videos they found in the Dig Deeper part of the lesson. Allow discussion of what students learned about good customer service.
- Show students how to navigate the Prezi of Characteristics of Challenging Customers: opens in a new window https://prezi.com/xj-bzqa5-1a_/characteristics-of-challenging-customers. Ask students to name at least one challenging customer they have witnessed and describe the scene. Ask for ideas on how to react to this type of customer.
- Stay Calm! Virginia Reel Role Playing Game: Have students stand and form two lines facing each other. One line will be the angry customers. The other line will be the customer service representatives. The angry customers will make angry statements to the opposing side. (Examples: My toast is burned! You are just a waste of this company’s money. I want my money back now. You idiot, get me the manager.) The “rep” will try to respond appropriately to each statement as the angry customers move up the line. Switch roles.
- Partner-read opens in a new window 7-steps-for-dealing-with-angry-customers (https://www.forbes.com/sites/thesba/2013/08/02/7-steps-for-dealing-with-angry-customers/#450d3bd56d27). Discuss. Or, as an alternative, watch the two-and-a-half-minute video opens in a new window How to Deal with Angry Customers (https://www.youtube.com/watch?v=fVtsw3eka4E) and discuss.
- Discuss with students: What are some of your triggers? Refer to these free anger management worksheets: opens in a new window http://stress.lovetoknow.com/Free_Anger_Worksheets
- Extension/Using Quantitative Data: Have students read customer service statistics online (opens in a new window https://www.conversocial.com/blog/the-7-most-important-customer-service-stats-for-2017) and evaluate the meaning of the quantitative data. The instructor will want to think aloud/evaluate the first statistics as an example. Have students write and share orally their analyses of the other data.
Workforce readiness skills
Self-representation: practice using language and manners suitable to the workplace
Diversity Awareness: learn about challenging customers and how to listen empathically.
Conflict Resolution: learn and practice the steps to negotiate diplomatic solutions to workplace issues
Creativity and Resourcefulness: role play and practice thinking on one’s feet
Speaking and Listening: listen to videos and share analyses
Reading and Writing: read information and write reactions
Critical Thinking and Problem Solving: analyze visual, oral, and quantitative information
Organizations, Systems, and Climates: understand the role of customer service in the mission of the workplace
Lifelong Learning: research and learn about current customer service trends to improve professional skills
Customer Service: learn good customer service skills and types of challenging customers; practice responding to challenging customers
Information Technology: use the computer to access information
Internet use and security: use the Internet to access information
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