The Importance of Client Satisfaction

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  • Lesson Identification and TEKS Addressed

    Cluster : Human Services

    Course : Practicum in Human Services

  • TEKS Student Expectations

    • (2) The student uses oral and written communication skills and solves problems using critical-thinking skills. The student is expected to:
      • (B) practice effective verbal, nonverbal, written and electronic communication skills
      • (F) consult with colleagues or those knowledgeable in a field of expertise when needed to expedite solutions to problems such as referring a client to others if the client will be better served
      • (G) develop client recommendations using appropriate strategies such as analyzing client’s assets and evaluating and choosing options for maximum return and minimum risk
  • Basic Direct Teach Lesson

    Instructional Objectives

    Students will:

    • list the advantages and impact good customer satisfaction has on a business
    • identify methods to analyze and evaluate client’s needs and concerns
    • identify communication skills to consult with supervisor when needed to expedite solutions to client problems
  • Rationale

    Script:

    Clients are the lifeline to any business. Without clients, the business would not succeed. What is good client service? Who is responsible for providing good client service? There are short-term and long-term results of providing good client service and satisfaction. In preparation for careers in the field of Human Services, this lesson will provide an excellent opportunity to better understand the importance of client satisfaction.

  • Duration of Lesson

    Three 45 minute class periods

  • Word Wall

    Client/customer/patron: A person who pays a professional person or organization for services

    Colleague: A person who works with you: a fellow worker

    Expedite: To cause (something) to happen faster

    Expertise: Special skill or knowledge : the skill or knowledge an expert has

    Recommendation: The act of saying that someone or something is good and deserves to be chosen

    Satisfaction: The act of providing what is needed or desired : the act of satisfying a need or desire

    Solutions: Something that is used or done to deal with and end a problem : something that solves a problem

    Strategies: The skill of making or carrying out plans to achieve a goal

  • Materials/Specialized Equipment Needed

    Equipment:

    • computer with projector for PowerPoint™ presentation
    • computers with Internet access (be sure to follow district guidelines)

    Supplies:

    • beauty supplies found at a salon
    • cash register
    • employee handbook
    • receipts displaying information on taking surveys
    • shopping bags
    • various store advertisements

    Another appropriate lesson

    How to Effectively Communicate with Clients
    Practicum in Human Services
    http://cte.sfasu.edu/lesson-plans/how-to-effectively-communicate-with-clients

    • copies of handouts (see All Lesson Attachments tab)
  • Anticipatory Set

    Prior to class:

    Display as many of the lesson-related supplies (see Materials or Specialized Equipment Needed) as you have available on a table in front of the room. Supplies can include:

    • beauty supplies found at a salon
    • cash register
    • employee handbook
    • receipts displaying information on taking surveys
    • shopping bags
    • various store advertisements

    Look at the items on the table. How do the items relate to providing good client satisfaction as an employer, an employee or a client?

    Allow time for class discussion.

    Distribute the Anticipation Guide – The Importance of Client Satisfaction (see All Lesson Attachments tab) handout prior to viewing the PowerPoint™. Prior to the start of this lesson, the students will read each statement and place a check mark by each statement they THINK is true. After they have answered each statement, students are to put the handout away for later use during Lesson Closure.

  • Direct Instruction with Special Education Modifications/Accommodations

    Note to teacher: Prior to beginning this lesson, review, preview and select the appropriate multimedia for your classes.

    Introduce objectives, terms and definitions.

    Distribute the handout Note-taking The Importance of Client Satisfaction (see All Lesson Attachments tab). Teacher will determine the notes to be recorded by students. Inform students that they will be expected to take notes and participate in discussions while viewing the slide presentation.

    Introduce and discuss the PowerPoint™ The Importance of Client Satisfaction (see All Lesson Attachments tab). Allow time for questions, answers and classroom discussion.

    Use appropriate notes from Presentation Notes for The Importance of Client Satisfaction (see All Lesson Attachments tab) for discussion.

    Using the Note-taking The Importance of Client Satisfaction (see All Lesson Attachments tab) handout, students will have an opportunity to reflect upon, review and respond to the information pertaining to the PowerPoint™. They will write a summary of topics or statements which reflect the information from the lesson:

    • Discuss the topic
    • Write down your thoughts
    • Make a real-world connection to the lesson
    • How is this going to help you in a career in Human Services?

    Allow for questions and answers to check for understanding.

    Videos included in slide presentation:

    • How to Greet Customers
      Improve the customer experience by greeting them right! Consultant Dick Marks discussed the “I Care” method of greeting customers at a business.
      https://youtu.be/kkxMFUk648o

    Individualized Education Plan (IEP) for all special education students must be followed. Examples of accommodations may include, but are not limited to:

    • checking for understanding
    • encouraging participation

  • Guided Practice with Special Education Modifications/Accommodations

    Distribute the The Impact of Good Client Satisfaction (see All Lesson Attachments tab) handout. Individually, students will complete the graphic organizer by listing the advantages and impact good customer satisfaction has on the employer, employee and client.

    Allow time to complete the graphic organizer. Using the graphic organizer, students will write an article pertaining to “The Impact of Good Client Satisfaction” in the Newspaper Clip Generator.

    Newspaper Clip Generator
    Create a newspaper article by entering information.
    http://www.fodey.com/generators/newspaper/snippet.asp

    Have students read their newspaper article to the class. Allow time for classroom discussion.

    Completion of the handout and newspaper article can be assessed as a daily grade.

    Upon completion of the newspaper article assignment, distribute the Providing Good Services to Clients (see All Lesson Attachments tab) handout. Individually, students are to complete the handout with the appropriate information. Instruct students to determine possible work practices that could be implemented at the workplace. They are to ask two questions concerning the proper use of each one and an advantage for practicing good communication skills.

    If students wish, they may volunteer to share what they wrote on the handout. Allow time for classroom discussion.

    Completion of the handout can be assessed as a daily grade.

    Individualized Education Plan (IEP) for all special education students must be followed. Examples of accommodations may include, but are not limited to:

    • repeating instructions
    • providing assistance

  • Independent Practice/Laboratory Experience with Special Education Modifications/Accommodations

    Prior to activity:

    Become familiar with Surveynuts.com at http://surveynuts.com/simple-survey-maker-free-questionnaire. Students may use this website to create their surveys.

    Read the following scenario:

    On your third week on the job, your supervisor has decided to implement a new survey questionnaire for all clients. He is concerned if his business is fulfilling the needs of clients every day. He would also like to know how his business compares to his competitors and he has asked for your input. What questions should be on the survey?

    Distribute the Client Satisfaction Survey (see All Lesson Attachments tab) handout. Individually, the students will complete the handout by selecting the type of job and the Human Services Career Pathway their scenario is based on (their choice):

    Example: Cosmetologists are in the career pathway of Personal Care Services.

    Instruct students to develop a client survey by identifying five to seven questions to meet the needs of the business. Their survey may be in the form of:

    • Multiple choice questions
    • Rating scale
    • Comment/Essay box questions
    • Demographic questions

    Students are to design the survey to look like an actual survey on their paper. They may opt to design and print their survey online using Surveynuts.com at http://surveynuts.com/simple-survey-maker-free-questionnaire. Once the survey is completed, it may be printed online.

    Upon completion of their survey, students will answer the following questions on their paper:

    • Analyze your survey. What was the most challenging part of this activity? Why? How did you solve it? How does this activity or discussion relate to “real life?”
    • What principles or guidelines can be used in real-life situations?
    • How did your survey evaluate the needs of the clients?
    • Why is it important to have plenty of information before creating a survey?

    Distribute and review Rubric for Client Satisfaction Survey (see All Lesson Attachments tab) so that students may understand what is expected.

    Teacher note: You may opt to allow the students to practice taking each other’s surveys and critiquing with constructive suggestions.

    Individualized Education Plan (IEP) for all special education students must be followed. Examples of accommodations may include, but are not limited to:

    • extending ‘wait time’
    • providing praise and encouragement

  • Lesson Closure

    Review terms, definitions and lesson objectives.

    Re-distribute the graphic organizer Anticipation Guide – The Importance of Client Satisfaction (see All Lesson Attachments tab) used in the Anticipatory Set and allow students to revisit each statement and place a check mark by each statement they KNOW is true. Students will provide information that PROVES other statements are not true. They may use the back of the sheet if additional space is needed. (Key) Anticipation Guide – The Importance of Client Satisfaction (see All Lesson Attachments tab) has been provided for your use. As class, compare the two sets of answers.

    Allow for questions and class discussion. Check for understanding.

  • Summative/End of Lesson Assessment with Special Education Modifications/Accommodations

    Projects will be assessed with Rubric for Client Satisfaction Survey.

    Optional

    Students will write a one-page reflection of what they have learned from this lesson and how they will apply it to their lives, now and in the future. Content of the reflection may include how planning for a career is a journey and requires continual evaluation and readjustment.

    Individualized Education Plan (IEP) for all special education students must be followed. Examples of accommodations may include, but are not limited to:

    • grading according to work done
    • shortened, simplified instructions

  • References/Resources

    Images:

    • Photos obtained through a license with Shutterstock.com™.

    Websites:

    YouTube™:

    • How to Greet Customers
      Improve the customer experience by greeting them right! Consultant Dick Marks discussed the “I Care” method of greeting customers at a business.
      https://youtu.be/kkxMFUk648o
  • Additional Required Components

    English Language Proficiency Standards (ELPS) Strategies

    • word wall
    • draw visual representation of terms on word wall
    • add terms and definitions to personal dictionary
    • check for understanding
    • have students repeat instructions
  • College and Career Readiness Connection

    AchieveTexas Career Cluster Crosswalks

    The Career Cluster Crosswalks housed on the AchieveTexas website http://www.achievetexas.org/index.html provide Texas teachers with a direct connection between their CTE course TEKS and the College and Career Readiness Standards (CCRS). Language Arts, Mathematics, Science, Social Studies and Cross-Disciplinary integration are the focus of the CCRS. These college and career readiness standards are essential in the planning and delivery of CTE lessons. The extent to which the integration occurs is determined by the methods and strategies utilized by each teacher.

    Career Cluster Crosswalks for Education and Training, Hospitality and Tourism and Human Services Career Clusters can be found at:
    http://www.achievetexas.org/Career%20Cluster%20Crosswalks.htm

  • Other Essential Lesson Components

    Enrichment activity

    TED Talks:

    TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks videos and live speakers combine to spark deep discussion and connection in a small group. These local, self-organized events are branded TEDx, where x = independently organized TED event.

    The video below is related to this lesson. Allow students to view the video, and lead a discussion concerning the TED Talk.

    Amazon founder and CEO Jeff Bezos delivers graduation speech at Princeton University
    In this Princeton University graduation address, Amazon founder Jeff Bezos makes the case that our character is reflected not in the gifts we’re endowed with at birth, but by the choices we make over the course of a lifetime.
    https://www.ted.com/talks/jeff_bezos_gifts_vs_choices

  • Family/Community Connection

    • Invite a local business employer to come to class to discuss workplace relationships and communication skills, challenges and how they affect the work environment.
  • CTSO connection

    Family, Career and Community Leaders of America (FCCLA)

    http://texasfccla.org

    STAR Events:

    • Chapter Service Project (Display and Manual): A team event – recognizes chapters that develop and implement an in-depth service project that makes a worthwhile contribution to families, schools and communities. Students must use Family and Consumer Sciences content and skills to address and take action on a community need.
    • Entrepreneurship: An individual or team event – recognizes participants who develop a plan for a small business using Family and Consumer Sciences skills and sound business practices. The business must relate to an area of Family and Consumer Sciences education or related occupations.
  • Service Learning Projects

    Successful service learning project ideas originate from student concerns and needs. Allow students to brainstorm about service projects pertaining to the lesson. For additional information on service learning see:
    http://www.nylc.org

    Create a poster or flyer that communicates a company’s expectations for its employers on the importance of client satisfaction. Display the poster or flyer at a career fair.

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