Good Customer Service
What is a polite, standard greeting you can use when a customer approaches you?
Good morning. How can I help you?
What is a budget?
A plan that shows how much money you are making and how much you are spending
What is a personal schedule?
A time plan that tells you what to do and when to do it!
What is a simple phrase to offer help when a customer cannot find something?
“Let me show you” or “Let me find you someone to help you"
What is a resume?
a document that tells someone about your work experience
Name two behaviors that we practice to show respectful acknowledgment of a customer.
eye contact, smile, greeting
What are 2 ways people earn or spend money?
working/getting paycheck, paying with cash/card, bills;
Name one advantage of planning your outfit the night before work.
You know where your clothes are, it saves you time, ensures clothes are clean/neat and fits dress code
What are 2 elements of a friendly greeting? (Things you do with your body/face!)
eye contact, smile, “How are you?"
How many references should you give an employer?
2-3
Identify one phrase that is NOT customer-friendly and explain why.
examples include “I hate this job” or “Hang on, let me just send this snapchat.” Not customer-friendly because it’s dismissive/unprofessional
Prioritize these items from most essential to least essential: cell phone bill, groceries, Disneyland, friend’s birthday present. Explain your reasoning.
MOST: Groceries, cell phone bill
LEAST: Disneyland, friends birthday present
When you realize you will be late for work, there are two things you should do. Tell me those two things.
call supervisor or job coach, look up your bus route/use public transport plan; call someone to see if they can give you a ride
Give the script you would use when a customer is unhappy.
“I am sorry, let me fix this. Or let me find someone to fix this.”
What is an elevator speech?
A quick speech that says who you are, your power words, and some quick work experience
A customer is upset about missing an item in their purchase. What script can you say to de-escalate and offer help?
Example script — “I’m sorry about that. Let me find someone to fix this for you"
"Let me get my manager for you"
TRUE OR FALSE? You should pay for essentials first, and save the remainder.
TRUE
ROLE PLAY! You wake up late! What are the correct steps in order to still be ready for work? What 3 things should you do? (examples: have a dance party, check schedule, watch youtube, call supervisor, try again tomorrow and go back to bed, pack lunch).
check schedule, pack necessary items, call if running late
You need help understanding paperwork! What is a script you can use to request assistance from their job coach or supervisor?
“I need some help with this paperwork, can you please assist me?"
Where does your agency information go in your white binder?
Transition, employment, personal, or resources?
Transition
Describe 2 examples of excellent customer service and give a brief example of each in a workplace scenario.
greeting (build rapport), offering help (solve problems), polite closing (leave positive impression).
Complete this short budgeting scenario: If your paycheck is $800 per month, and your fixed expenses are $300for rent, $60 for phone, and $120 for groceries, how much remains for savings or fun?
Calculation: 800−300−60−120=320 remains
How does planning (time, clothing, travel) together improve long-term job reliability? Tell me 2 things an employer might notice.
-Fewer late arrivals
-Looked at as reliable, trustworthy
-How hard you work
-That you care about your job
ROLE PLAY! A customer asks for help finding an item, what should you say to them?
Let me show you
let me find someone that can help you
or take them to the item!
What does OPWDD stand for?
Office for People With Developmental Disabilites