All lesson files are Word documents unless indicated otherwise.

Lesson: Researching Excellence in Customer Service
Students will explore the concept of customer service and research companies known for excellent customer service.

Lesson: Turning an Unsatisfied Customer into a Satisfied Customer
Students will examine strategies for communicating effectively with unsatisfied or angry customers.

Lesson: Understanding Internal Customer Service
Students will describe internal customer service and analyze its effect on external customer service.

Vocabulary
Use these Quizlet tools to help students understand terms related to this Workplace Readiness Skill.

External Resources