AOHT Delivering Great Customer Service
Lesson 1
Course Introduction
Student Resources
Resource Description
Student Resource 1.1 Anticipation Guide: Customer Service
Student Resource 1.2 Taxonomy: Customer Service Terms
Copyright © 2007–2015 NAF. All rights reserved.
AOHT Delivering Great Customer Service
Lesson 1 Course Introduction
Student Resource 1.1
Anticipation Guide: Customer Service
Student Name:_______________________________________________________ Date:___________
Welcome to the AOHT Delivering Great Customer Service course! You’ll learn all about customer service
and about professional customer service careers. This is a hands-on course, meaning that you’ll be able
to practice what you learn and meet professionals in the customer service field.
Directions: For each of the statements below, underline “I agree” if you think the statement is accurate or
“I disagree” if you disagree with it. Write one reason to explain your guess.
Customer service is only about handling complaints.
My guess: I agree I disagree
My reason:
I learned:
It’s more important to have a good product than to provide good customer service.
My guess: I agree I disagree
My reason:
I learned:
Customers who experience bad service often don’t come back.
My guess: I agree I disagree
My reason:
I learned:
Most communication in customer service is face to face.
My guess: I agree I disagree
My reason:
I learned:
Copyright © 2007–2015 NAF. All rights reserved.
AOHT Delivering Great Customer Service
Lesson 1 Course Introduction
Good customer service is common sense.
My guess: I agree I disagree
My reason:
I learned:
When people shop online, they usually don’t require customer service.
My guess: I agree I disagree
My reason:
I learned:
Good customer service means giving the customers whatever they want.
My guess: I agree I disagree
My reason:
I learned:
There are many job opportunities in customer service, but they don’t pay well.
My guess: I agree I disagree
My reason:
I learned:
Copyright © 2007–2015 NAF. All rights reserved.
AOHT Delivering Great Customer Service
Lesson 1 Course Introduction
Student Resource 1.2
Taxonomy: Customer Service Terms
Student Name: Date:
Think of terms related to the topic your teacher gave you. Write them on this list in alphabetical order.
Copyright © 2007–2015 NAF. All rights reserved.
