Customer Service: Instructor Notes

The Learning Chain

• Brainstorm (with the group) the internal customers in their learning environment by asking the following question: Who are the people who help us learn?
• Print a list of job titles rather than individuals’ names on a flip chart, whiteboard or blackboard and ask learners to copy the list
• Make sure learners include individuals such as: federal government, LINC Assessment Centre school board/community agency, volunteer, program co-ordinator, daycare workers, a family member, transit system, etc.
• Have each learner print one job title in large letters on a flash card
• Ask the whole group to arrange and tape the flash cards on the whiteboard or blackboard starting from where the learning process begins (i.e. federal government) and where the process ends (learner)
• Explain that everyone in The Learning Chain is connected and that learning happens when the members of the chain do their jobs (which means provide good customer service)
• Brainstorm different problems that can stop the internal customers from providing good customer service
• List potential problems below the appropriate flash card and discuss effects

Tips for Level 5

• Ask learners to put the brainstormed job titles into a basic flow chart to show the learning process
• Ask each learner to write about the effects of the potential problems
• Ask learners to write about either a good or bad customer service experience with regard to their learning