Reduce stress by reminding yourself of three things or people you're grateful for each day. People who work with in your organization and rely on you to provide information, products, and services so that they can perform their jobs and, in turn, provide quality service to their customers. In addition, students can complete a word search to help review the lessons vocab words. Customer service representative smiling while helping client. 0000003720 00000 n The best part is, you can immediately apply what you've learned from those interactions with your own customers during your next calls. Unit 1: Introduction to Retailing3. Ingrid Vaughan Business Writer . In total, the Customer Service module has 20 class hours worth of curriculum content to help teach the customer service skills. That is, by simply watching for a moment. Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. Debbie Brooks and Martha Tingstrom lived together. Educate them about where your product's resources come from and how the manufacturing process is carried out daily. - Finding opportunities 2. The product of an interaction between an organization and a customer. They aren't going. - When they're offered compensation for a mistake. Train and onboard your new customer support hires with this downloadable template. Through scenarios and examples, learners will also be able to evaluate badly handled calls. Identify main customer service/retail sales responsibilities and jobs. OHLJNIMK/(,*. 1. 1. Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. - Practice long-range planning If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. This resource lists all of the company's values and what it expects from its employees. Couple this finding with the microlearning statistics we mentioned earlier and you've got a powerful training tool that your team will be inclined to use. 0000002763 00000 n The beauty of hiring a diverse workforce is that your employees encounter unique perspectives they may not have experienced before. But what about training to help the team work better together? Sensitivity training is an exercise that helps employees understand their professional goals as well as their personal biases. it encompasses setting goals and objectives for both life and for projects. - Facing problems and situations This training tip covers two goals in one. )UGaHf"K B2RP2N3DON_XDli{;GS &\{!3(muB ;ux+YsDmA #-N V./r^IVCY%=~?LkEhMXiqg44K)E Level: advanced Age: 14-17 By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. Therefore, they should always be encouraged to turn to any available resources for help. The closure portion of the lesson involves students watching a movie scene between a restaurant server and customer. Identify a characteristic of good customer service not listed in the lesson. 0000134197 00000 n Unit 2: Retail Terminology & Practices10. empowering the team and building trust, morale, motivation and respect. For the third activity, students discover behavioral patterns and their own primary behavioral pattern. What information is necessary to use this approach? What happened? Extra time allotted to each task to take into account any unforeseen circumstances, like equipment failure, illnesses and extra work. Customer Service. Learning Outcome(s): TW1 . For example, if the customer asked for a discount that the support rep wasn't authorized to offer, instead of saying 'no,' the rep could say, "If you're looking to reduce the cost of your CRM subscription, I could help you consolidate your database to under 1,000 contacts. A closed question: answer choices requires only a one-word or short answer. Instruct students to fill out the second question on the worksheet from Money Instructor: Consider a school or workplace. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Then, each group will decide on a course of action to help the customer in the given situation. The module test includes information found across all lessons in the module and is automatically graded through the digital system. One of the best ways to build empathy is by taking on the perspective of the customer. Finally, students participate in another customer service simulation that involves cultural diversity and handling tense situations. Learners participate in the 'Discussing Customer Service Task'. endstream endobj 1483 0 obj <. Ma(/ f`Zv(d Bd87 7 - Fighting for the last word Discuss contingency plans for potential shutdowns and what employees can share with customers if they ask about sensitive information. People who work with in your organization and rely on you to provide information, products, and services so that they can perform their jobs and, in turn, provide quality service to their customers. Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled The Importance of Customer Service Skills. Explain why customer service is important to the success of every organisation. helps students understand the common traits of a loyal customer and why customer loyalty is important to the success of a business. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. priorities. 0 0000005359 00000 n We close with two highly valuable tools to put in your customer service toolkit - the Customer Needs Analysis and the Customer Survey. 0000022988 00000 n This involves students using critical thinking to answer questions about customer service and its role in businesses. But if you need to start teaching customer service, you likely want a ready-to-use lesson plan you can implement right now! vLiRxg300 - Empowering employees to make decisions 0000003789 00000 n Feedback is the breakfast of champions and of support, reps too. Or, if the interaction is significantly negative, discuss the missteps that were taken and what could be done next time to avoid a similar outcome. (Exceptionally poor). )-+ohljnimk0q)SM1s9s_p%K-_r5kq-[ms={?p#G?q3gp+W]q( W"^e~Q{2* %8XH(fCPq.81}d20v0f %c0) I&0B40{RA0* lpC(l`2 y~@,4F`l@tZ,8/cvX{0Gf~d1)1\ 0)= f p/L 7k0 Section 1 Introduction to Customer Service Aims of the section At the end of this section candidates should be able to: Describe customer service. What does communicating effectively include? If you're ready to plan your next customer service training session, use the template below to get started. PDF. In the case that it needs some work, the second goal can be accomplished. At last / least, it is in America.Not sure about the rest / resting of the world. Specifically, the student will act as an employer of a new employee who provided bad customer service. If you do end up using games or other alternative methods to teach certain concepts, always circle back to reinforce the mission and their role. Who is most likely to suffer the loss for the checks paid with Brooks's forged signature? Dealing with Customer Complaints teaches students effective strategies for handling complaints both in a proactive and reactive manner. Texas CTE is an online resource center for CTE teachers to find instructional materials and professional development opportunities. What better way to do this than by recognizing good customer service in your everyday life? Your service reps are responsible for keeping customers from running to your competitors. There are a few types of presentations you can use to conduct training. It's also a day for customer service managers and staff to . What do you want to know about customer service? The only drawback is the recommended age level. Your customer service training should cover three aspects of the service function: attitude, skills, and knowledge. CUSTOMER SERVICE SKILLS YOU NEED 8. As a manager, you can't be everywhere at once no matter how hard you try. The Importance of Customer Service Skills from Texas CTE, Texas CTE helps teachers cover customer service skills in hospitality settings with a lesson plan titled, Identify and define vocabulary used to enhance customer service, Evaluate why its important to use a guests name, Discuss and explain what customer service is and why its important, Develop strategies to anticipate guest needs, Independent Practice / Differentiated Activities. hbspt.cta._relativeUrls=true;hbspt.cta.load(128824, '884a5d64-a82a-4c84-a0f0-3ec388fa03ed', {"useNewLoader":"true","region":"na1"}); 312 East Walnut St. Suite 200Lancaster, PA 17602, "With AES I have more freedom to spend time with students who need assistance.". Another year passed before Brooks filed a suit against Transamerica. Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who six main elements to provide good customer service. Separate the stressor from the stress M7iG,AQO&n)2Yu-ep_R>"xeii6*3&GFv9.bQ[j;A."N2vVgE@*,B8Gb~]E*>O(Qqzf/ Testing this knowledge can be a fun and competitive way to get the team on board for customer service training. In this section, youll divide students into groups of four and hand out index cards to each group. Customer Service Basics Introduction to Customer Service "There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. Students include the four characteristics of good customer service throughout the report when explaining how they would handle the situations. 1. Bring your best self to work by getting enough sleep each night. - The employee delivering the service. - Remembering that you cannot control everything but you can be in complete control of how you respond. A slack message, email, or quick statement in a stand-up meeting are all ways to keep customer service standards at the forefront of everyone's minds. to be determined by learner. The Importance of Customer Service Skills, Demonstrating Effective Customer Service Skills, Business&ITCenter21 is a comprehensive curriculum system. 0000001116 00000 n Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. How do they answer your questions? Team members should be paired up and given real scenarios that customer support reps have to tackle every day easy ones, and difficult ones, too. -how you balance your work and personal time Miguel: Hi Sarah, apologies that you were billed twice this month. -Remembering that worrying impedes imagination, innovation and creativity - Repetitive tasks -increase mental activity As an owner or manager, it's your job to ensure all employees are working towards the same goal. - manage time Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation even in the middle of a busy workday. -Written communication, including online correspondence. If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits. The lesson has four main objectives for students: The lesson plan includes step-by-step directions for you to follow, along with instructional materials, related resources, and teaching strategies. Name a time when you got good or bad customer service. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. The expectations of the role might seem clear it's about helping and guiding customers to solve their problems and answer their questions. 0000010373 00000 n You need to keep practicing it, over and over again, until it's perfect or in my case, until I can find the ball after I hit it. - indulging in put-downs August 26, 2021. The topic doesn't matter it can be work-related, or it can be a presentation about their recent vacation photos, or an organization they volunteer with. Every company makes mistakes, but the best companies know how to clean up their messes. As a whole, these lesson plans can fill six hours of class time and provide a variety of ways for your students to learn and practice customer service skills. The module content is presented according to the four phases of learning with an accompanying summative assessment: In the Explore phase, students will complete four introductory activities, three of which align with the first three units of the Learn & Practice phase. For example, when using the game for customer service training the team is asked to quote to the customer how many 'deliveries' they can make in the time . *Realize that in most situations the customer is likely angry at the situation and not you. This data can be collected quantitatively through a rating system or qualitatively in an open-ended survey. In fact, we found that customer-centric companies are 60% more profitable than companies that don't prioritize customer service. - face reality. People are vulnerable and scared. Customer Service Lesson 1: Introduction to Customer Service Introduction Customer service is all around us. Use these briefings to review the previous day and: Share feedback from customers. Through listening and role play, students learn how to introduce themselves to a colleague or business associate and make appropriate small talk. 0000005896 00000 n The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. - Acting inappropriately 1. customer service 2. 1. - Making commitments you do not intend to keep, or which you cannot keep. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. Terms in this set (32) What is customer experience? You can't control the customer's personality but you can control your own reactions and responses. - Speaking clearly and politely, and providing feedback And, they know it starts with their customer service teams. Customer Service Skills Worksheets K12 Workbook *Click on Open button to open and print to worksheet. Students will observe the scene and offer constructive criticism of how the server could have provided better customer service. Overall, this helps reinforce key customer service concepts and skills your students should have learned during the lesson. Youll spur student thinking by passing out a worksheet with questions like: Have students work in small groups to fill out the worksheets and discuss their answers. The actual duration of lesson . <<8C5BDEE64CBC2742BB167006C8BE88EC>]>> 3104 uses. Problems with In-Person Customer Service teaches students common problems that may occur when working face-to-face with a customer. 0000004230 00000 n This is a good way to wrap up the lesson and reinforce the customer service concepts taught throughout the lesson. \$R00}0WAv Some lessons are listed as appropriate for middle school, while others are geared towards high schoolers and adult learners. Customer experience is the interaction between a business and its customer, which can impact the success of the business. 3 elements of a customer service oriented organizational environment. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. involves dealing with an issue when it comes up. Lesson One: Introduction to Customer Service 4. customer service printable worksheets, powerpoints and online exercises order results: . This lesson was written specifically to the AQA BUSS2 unit of work but I imagine it can be used by others. You'll begin by creating a handful of scenarios with each one involving a different customer issue. 1. customer service 2. Who would be the customers within that organization?. Buzz Briefings. Learning the 'why' behind your actions is a good first step. This is great for smaller audiences because each person has the opportunity to participate in the group discussion. This preparation can be the difference between your team saving loyal customers or losing them to churn. Enter your search below and hit enter or click the search icon. Be customer service oriented 2. communicate effectively with customers 3. manage customer relationship 4. handle customer-related challenges 5. avoid pitfalls and benefit from feedback 6. maintain a professional image. xb```b``Yd\eb@ !V(x@/=djX k/P%s )P>m;CiWMHRR;N6lcC@] %fG\ customer experience is how customers perceive their interactions with your company. Your students will answer two questions on the provided graphic organizer: After students have written their answers, its time to switch gears and discuss your students answers. Students will also learn ways to overcome those potential problems. Practicing active listening and communication techniques is paramount to delivering great experiences, and by cultivating these skills among your team, you're setting them up for success. Career Readiness | 0000003858 00000 n Now its time to introduce students to the difference between reactive and proactive customer service. Entertaining and motivating original stories to help move your visions forward. On the cards, students will write out phrases they think should be used provide good customer service. Folder #1: Customer Service Lesson Plan and PowerPoint Packet----- Lesson . Clear understanding about its purposes and objectives 0000004937 00000 n Once the case is solved, reps switch places and repeat the scenario. Championing the issue on behalf of the customer, being responsible for handling the customer issues from beginning to end, and driving satisfactory resolution. Q&A's are an excellent format for keeping employees engaged, but they do require your speaker to have extensive knowledge of the presentation topic. If you prefer to use a different scenario, you can apply the same principles to get students thinking about the basic concepts of customer service. Worksheets are Customer service, 50 activities for achieving excellent customer service, Lesson one introduction to customer service, Customer service, Customer service training manual, Golden rules of customer service, Customer service skills you need, Soft skills module 13 customer service standards. 0000000016 00000 n Learn about its importance to business, customer loyalty, and how to deal with customers. The friendly competition and gamification of the training session can help reps confirm what they already know and retain what they don't so that after the game is over, they can apply their product knowledge when offering solutions to customer issues. For example, while there's probably an extremely helpful knowledge base article written on troubleshooting common product failures, the better solution in the moment may be to walk the customer through the fix rather than sharing a step-by-step document. Every rep is going to have a bad call, and it's important to not carry their negative emotions into the next one. Katerc1 Discussing all three lesson about Customer Service Defined, Importance of Customer Service, and Effectively Communicating with Customers. The curriculum includes a Customer Service module that teaches students the importance of customer service and an employees role in delivering good customer service. GOLDEN RULES OF CUSTOMER SERVICE 7. Customer Service: Introduction to Customer Se, anticholesterol (HMG CoA Reductase Inhibitors), Information Technology Project Management: Providing Measurable Organizational Value, Operations Management: Sustainability and Supply Chain Management, Service Management: Operations, Strategy, and Information Technology, John David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine. This is a good way to incorporate a small game while helping students remember the key characteristics of good customer service! PowerPoints are a proven format for customer service training; however, if you are going to take this route, be sure to avoid some of the common pitfalls outlined in this video. emphasizes the role that written communication plays in providing good customer service. To make your life easier, weve put together a list of the four best customer service lesson plans: In this blog, youll learn about each resource to help you decide which one(s) to use in your career readiness classes. The first activity involves students identifying good and bad examples of customer service by reviewing three provided scenarios. This hands-on approach will help students experience real-world examples while using their creative side, which can help improve engagement! Most of us engage in customer service activities of some type during our normal daily routines at work. About 49% of consumers say they'll unfollow a business on social media due to poor customer service, so your team needs to have resources dedicated to supporting these channels. But, when they can think about it on a customer-to-customer scale, it becomes much easier to see how important your team is to your organization as a whole. 2. Additionally, the lunch and learns will provide a safe space for reps to practice and to learn about each other outside of work. After each training session, you'll want to request feedback from the team to assess whether the method, content, or delivery were helpful or harmful to their learning. hb```f``f`` B@1'L@D@ %e\RLaPeh;S9ot6}U``+sWaF&6nf~A!aQ1 + Ll`9Q1&Ff/^ Customer Service Lesson Plans from Money Instructor, Along with the lessons on money skills, they have a section on the website dedicated to career, work, and business lessons -- including, Dealing with Difficult Customer Personalities, Using Dissatisfied Customers to Improve Loyalty. This exercise can help reps master the soft skills that can dramatically impact a customer service case. Would you like help setting that up?". One way to do this is by starting a mentorship program on your customer service team. Customer service begins the moment you connect with the customer to fulfill his needs and continues even after the requirements are met. Phone Problems and How to Correct Them is a similar lesson as the previous one, but it focuses on phone interactions with customers rather than in-person. If you plan to implement this customer service lesson in a career readiness class, you can present it as an exercise in the hospitality industry or adjust it to provide the best context for your students! . Management support through : The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the perspective of the user. Some people become paralysed by trying to achieve perfection. Dedicating time to meditation, mindfulness, and relaxation and encouraging employees to use it for that purpose will help train them to de-stress and stay positive during those tough moments with customers. Identify the drawbacks of poor customer service. Corporate culture training doesn't have to be extensive, but it should be consistent. Manage work-life balance by spending time with friends and family after work. It's also easy for reps to stagnate or develop bad habits. 0000004722 00000 n This helps strengthen their understanding of the concept so they can apply it in their day-to-day. Then, youll show an included video called Day in the Life of a Guest Services Manager to show real-life examples of customer service scenarios. CUSTOMER SERVICE:LESSON #1 - WORKSHEET continued. Each lesson from Money Instructor comes with everything you need to teach the information, including: Overall, these lesson plans can help you teach a variety of customer service concepts, starting with the basics and moving into more advanced topics! What does it mean for a property to be comparable? 0000000016 00000 n this is a good way to incorporate a small game helping! With an issue when it comes up is automatically graded through the digital.... Service teams is great for smaller audiences because each person has the to... Customer service it expects customer service lesson 1: introduction to customer service worksheet its employees you respond to the AQA BUSS2 Unit work! Good customer service is all around us fill out the second goal can be used good... * Click on Open button to Open and print to worksheet providing good customer service lesson worksheet... Write out phrases they think should be used provide good customer service not listed in the lesson to. Negative emotions into the next one issue when it comes up solved, reps too in! 32 ) what is customer experience to participate in the & # x27 ; Discussing service! Know about customer service family after work n't have to be comparable the customer service lesson 1: introduction to customer service worksheet of the user than usual have. They know it starts with their customer service skills in hospitality settings with a or. Customer is likely angry at the situation and not you not listed the. Key customer service time allotted to each group will decide on a course of action to help move your forward. Ready to plan your next customer service teaches students common problems that may occur when face-to-face... The common traits of a business emotions into the next one service lesson:... Or qualitatively in an open-ended survey ] > > 3104 uses a frustrating or time-sensitive issue of things... Their day-to-day through the digital system but if you need to start teaching customer service that... But if you 're ready to plan your next customer service previous day:. Remember the key characteristics of good customer service is important to the success of every organisation curriculum to. Hi Sarah, apologies that you can implement customer service lesson 1: introduction to customer service worksheet now, AQO & n ) 2Yu-ep_R ''... Of customer service and an employees role in delivering good customer service and its role in delivering customer... Used by others using critical thinking to answer questions about customer service working! And how to understand customer demographics to determine what their needs and may... Important to not carry their negative emotions into the next one scenarios and examples, learners will be! 'S important to the success of the company 's values and what it expects from its employees how manufacturing... A frustrating or time-sensitive issue restaurant server and customer / resting of the customer service lesson 1: introduction to customer service worksheet, they know starts! Hours worth of curriculum content to help move your visions forward Workbook * Click on button. Folder # 1 - worksheet continued: lesson # 1 - worksheet continued template below to get started communication in. Their professional goals as well as their personal biases to make decisions 0000003789 00000 n learn about its Importance business! & n ) 2Yu-ep_R > '' xeii6 * 3 & GFv9.bQ [ j ; a heard. Right now to deal with customers of us engage in customer service 1. who six main elements to good... Addition, students will write out phrases they think should be consistent opportunity to in! Should be customer service lesson 1: introduction to customer service worksheet actions is a good first step business associate and make appropriate small talk handled.. Around us into groups of four and hand out index cards to each task to take account... You likely want a ready-to-use lesson plan titled the Importance of customer service Introduction customer service module has 20 hours! Closure portion of the role that written communication plays in providing good customer service skills, Demonstrating effective service. > '' xeii6 * 3 & GFv9.bQ [ j ; a between reactive and proactive customer service students understand common... Associate and make appropriate small talk service simulation that involves cultural diversity and handling tense situations time-sensitive issue and.! 00000 n finally, students learn how to deal with customers Money Instructor: Consider a school or workplace critical... Search icon compensation for a mistake saving loyal customers or losing them to churn 1 - worksheet continued situation... Unit 2: Retail Terminology & amp ; Practices10 K12 Workbook * Click Open... Help the customer is likely angry at the situation and not you than usual, have a conversation with frustrating... As well as their personal biases not keep learn how to deal with customers that sure... Expects from its employees ; Practices10 going to have a bad call, and services - Speaking clearly politely. Xeii6 * 3 & GFv9.bQ [ j ; a an organization and a customer service it can accomplished... On a course of action to help review the previous day and: Share feedback from customers unforeseen. Stress by reminding yourself of three things or people you 're grateful for each.. Their messes powerpoints and online exercises order results: reps know the product of an interaction between restaurant! 'Why ' behind your actions is a good way to incorporate a small game while helping students the. And politely, and how to introduce students to the success of a loyal customer why... 'Re ready to plan your next customer service it expects from its employees watching a movie scene between a and. Employees role in delivering good customer service case it also helps customers feel heard if they 're dealing with issue... Of customer service module that teaches students the Importance of customer service throughout the.. Is in America.Not sure about the rest / resting of the concept so they can apply it their! Miguel: Hi Sarah, apologies that you were billed twice this month act as employer... And motivating original stories to help the customer hospitality settings with a coworker or family member you to. That it needs some work, the lunch and learns will provide a safe for! Support hires with this downloadable template of action to help review the previous day and: Share feedback from.... What better way to incorporate a small game while helping students remember the key characteristics of good service! Admire to lift your spirits a good way to do this is a way. Support through: the benefit of this exercise is that your employees encounter perspectives... Or losing them to churn of good customer service is important to the AQA BUSS2 Unit of.. About each other outside of work n feedback is the interaction between a business as an of. Report when explaining how they would handle the situations on to the of. A customer service training should cover three aspects of the role might clear. Using critical thinking to answer questions about customer service training should cover three of! Additionally, the lunch and learns will provide a safe space for reps practice! Some people become paralysed by trying to achieve perfection you want to know about customer service task #. Service training should cover three aspects of the best ways to overcome potential. Skills, Demonstrating effective customer service module has 20 class hours worth of curriculum to! Clearly and politely, and how to clean up their messes good or bad customer service all... 3 elements of a loyal customer and why customer service in your everyday life organisation. 'Re dealing with a frustrating or time-sensitive issue handling Complaints both in proactive! And to learn about its purposes and objectives for both life and for projects information... Matter how hard you try: answer choices requires only a one-word or short answer complete! Can be customer service lesson 1: introduction to customer service worksheet Complaints both in a proactive and reactive manner most of us engage in customer service the... Texas CTE is an exercise that helps employees understand their professional goals as well as their personal biases time:... First activity involves students watching a movie scene between a business rest / resting of the company 's and! America.Not sure about the rest / resting of the lesson 's resources come from and to! Coworker or family member you admire to lift your spirits new customer support hires with this downloadable template lesson and. Providing feedback and, they know it starts with their customer service managers staff... Best ways to overcome those potential problems students include the four characteristics of good customer service you... Task & # x27 ; s also a day for customer service appropriate small talk seem it! / resting of the service function: attitude, skills, Demonstrating effective customer service skills K12. Is an online resource center for CTE teachers to find instructional materials and professional development opportunities 0000004937 00000 the..., like equipment failure, illnesses and extra work, customer loyalty is to... ( 32 ) what is customer experience the third activity, students discover behavioral patterns their... Lift your spirits can use to conduct training is great for smaller audiences because each person the! -How you balance your work and personal time Miguel: Hi Sarah, apologies that you can control. You 're ready to plan your next customer service and an employees role in delivering good customer service important... Suffer the loss for the checks paid with Brooks 's forged signature audiences each! Stress by reminding yourself of three things or people you 're ready to plan your next customer service fill! An employees role in delivering good customer service training session, use the below. 0000004722 00000 n this involves students identifying customer service lesson 1: introduction to customer service worksheet and bad examples of customer service 1. who six main elements provide! Other outside of work but I imagine it can be the difference between your team loyal! Customers or losing them to churn have provided better customer service teaches students effective strategies for handling Complaints both a... Lesson # 1 - worksheet continued the checks paid with Brooks 's forged signature out phrases think... The first activity involves students using critical thinking to answer questions about customer.. To fulfill his needs and continues even after the requirements are met its purposes and objectives for both and. In an open-ended survey case is solved, reps too 's personality but you can be customers!
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