SERVICE ORIENTATION
Customer service role-play (10 mins) Activity : In pairs, act out a customer service phone call where one participant is an angry customer concerning a chosen product. Perform the roleplay for 3 minutes, then switch roles. After both rounds, provide feedback to each other in terms of satisfaction and customer service agent rating.
7.1 DEFINITION Service orientation is an ability to identify, address and satisfy customer needs. It is a learnable skill that helps establish and maintain trustworthy, strong and long-last- ing client relationships that are necessary for increasing the productivity of a business. 7.2 LEARNING OUTCOMES
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By the end of this workshop, participants will be able to: • Define the service orientation as a concept. • Explain the main dimensions of service orientation.
• Deliver effective and reliable customer services through various means of communication. • Ensure customer satisfaction by responding promptly and empathetically. • Reflect on how service mindset enhances academic and personal growth.
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Building Competencies for Sustainable Learning | Chapter Seven
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