Introduction to the topic "Customer Relationship Management"

At the beginning there is a quote from Don Pepper on values of companies. In connection to the quote, the students shall imagine a fictitious situation at a small supermarket and describe the customer service there. This task functions as a warm-up.

Now, the students have the possibility to challenge their minds. They shall think about reasons of today´s poor cus-tomer service. After their own thoughts, the students can find a list of possible answers.

Furthermore there is a description of the new kind of customer service “Customer Relationship Management”.

At the end of the worksheet you can find a crossword puzzle which includes 15 words about that topic. On the last page there is the solution with a list of all 15 words.

So, all in all, a perfect introduction to customer service, especially for students of a vocational school.

• The old principle: `Aunt Emma´
• Reasons for poor customer service
• The new principle: CRM
• Crossword puzzle with solution