The Customer Always (Almost) Right? Mastering Difficult Customers

Empower Students to Conquer Customer Chaos!
Intriguing Scenario: Imagine your first retail job! A frustrated customer demands a refund for a clearly worn dress. Should you bend the rules or follow policy?
Develop Essential Customer Service Skills: This engaging worksheet equips students with the critical thinking skills they need to navigate challenging customer interactions in a professional and ethical manner.

Key Learning Objectives:

• Understand the importance of clear communication in customer service.
• Analyze the potential consequences of different approaches to conflict resolution.
• Develop strategies for prioritizing professionalism and ethical conduct in customer interactions.

Common Core State Standards Alignment:

• RL.9-10.1: Key Ideas and Details: Cite textual evidence to support analysis of what the text says explicitly as well as inferences drawn from the text.
• RI.9-10.3: Analyze the Impact of Interaction: Analyze how two or more individuals, events, or concepts interact (e.g., cause-effect, similarity/difference).
• D.9-10.8: Evaluate Credibility of Sources: Distinguish claims from facts.

Bonus Activity: Role-play a customer service scenario with a partner. Students can practice communication and de-escalation techniques

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