Day in the life of a tour guide/Resources/Lesson Plans/Lesson Plan 8

Customer Service

Icebreaker What is it? Why is it important? Personal examples of good and bad customer service YOUTUBE CLIPS – PLENTY OF http://www.customerservicepoint.com/customer-service-quotes.html http://www.customerservicemanager.com/101-inspirational-customer-service-quotes.htm http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm http://marketing.about.com/od/relationshipmarketing/a/crmtopten.htm http://www.mftrou.com/quality-customer-service.html http://www.customerservicemanager.com/15-principles-for-complete-customer-service.htm http://www.youtube.com/watch?v=wQDJEGSb02U http://www.youtube.com/watch?v=lwPdQehYXZA http://www.youtube.com/watch?v=YG48U5iPESA cabbie http://www.youtube.com/watch?v=4KOl3eIZpzw smack the pony

Role play scenarios showing good and bad customer service 6 groups - 3 role plays one to show good example and one to show bad Raft guide I site – locked keys out of car Flight centre – complicated flight bookings for a couple arguing Customer service assessment activity

Introduce role plays - explain structure and what is required.

Practice the booking form stuff for Role play

Research for presentation on destination of choice.