Reflective listening is repeating what people say when you respond to them. - how satisfactory your physical work environment is. - Social Media and the customer relationship 0000134143 00000 n Continuing to learn. Lessons and Worksheets Teach and learn basic customer service and related business principles. But getting to know your customers goes beyond the idea of knowing their name. Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation even in the middle of a busy workday. The lesson is also broken into six parts: The anticipatory set is how youll introduce students to the concepts of customer service. What is the importance of customer service? After completing the four phases of learning, students will be tested on their knowledge through a summative assessment. Your service reps are responsible for keeping customers from running to your competitors. A closed question: answer choices requires only a one-word or short answer. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. Additionally, the lunch and learns will provide a safe space for reps to practice and to learn about each other outside of work. Chicka Chicka Boom Boom: Order in the Room! In terms of Customer service : What is Metrics? The fastest growing customer segments are often not willing to One of Scotts resources is a lesson called Demonstrating Effective Customer Service Skills. Finally, new and experienced reps will catch on to the cadence of the conversation the rep has with various customers. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. In the Learn & Practice phase, students complete 11 interactive, scenario-based lessons between these 4 units: Each lesson comes with an accompanying lesson plan, teacher presentation, lesson transcript, and student worksheet. ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. Updated: Learners participate in the 'Discussing Customer Service Task'. what must an organization provide in terms of customer service? You can't control the customer's personality but you can control your own reactions and responses. After this lesson, you'll be able to inventory techniques you already use and identify new opportunities to improve relationships with the people you serve. Who would be the customers within that organization?. 1. Then you will ask students to role-play or explain a scenario they came up with to demonstrate each type of customer service. Worksheets are Lesson one introduction to customer service, Trust leaders guide, Customer service, Customer service in health care, Soft skills module 13 customer service standards, The 5 values of great, Customer service, Customer service what is it. 0000003789 00000 n - Failing to be responsive Overall this resource is a great addition to any course that needs to cover customer service because the context is based on experiences your students face in their everyday lives. This is a critical skill for support reps, especially when onboarding new customers who might be completely unfamiliar with how to use a product or service. to be determined by learner. Customer Service Skills Worksheets K12 Workbook *Click on Open button to open and print to worksheet. -Employees accept having latitude in performing their work and have a sense of "ownership" to their jobs. The only downside is that the lesson was made for the Hospitality and Tourism career cluster. The module test includes information found across all lessons in the module and is automatically graded through the digital system. Instruct students to fill out the second question on the worksheet from Money Instructor: Consider a school or workplace. After a difficult call with a customer, take a walk around the block. Choose from 6 ways of using the game for different learning outcomes. The product of customer referrals. Chapter 1: Understanding the Customer Recognizing your customer segments is one of the main parts of marketing, and the same goes for improving the customer service. Dealing with Difficult Customer Personalities helps students understand different personality types they may encounter when working with customers. Product demonstrations are deep-dives that make sure service reps know the product or service inside and out. This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. If you plan to implement this customer service lesson in a career readiness class, you can present it as an exercise in the hospitality industry or adjust it to provide the best context for your students! Through scenarios and examples, learners will also be able to evaluate badly handled calls. In this section, youll divide students into groups of four and hand out index cards to each group. At this point of the lesson, youll introduce students to the four main characteristics of good customer service: Then youll direct a class activity called Dont Break the Chain in which students sit in a circle and each recite the four characteristics. Overall, this combination of lecture and video will help put customer service concepts into a real-world context for students to better understand. 1. - Listening Microlearning can be used to cover specific training areas much faster than you could with an hour-long training covering several different topics. This lesson teaches expressions for first-time introductions. It covers the key areas of Customer Service, Customer Expectations and Customer Satisfaction. Identify who their customers are. Therefore, they should always be encouraged to turn to any available resources for help. 0000002277 00000 n That's because they're working on the front lines with customers, acting as the face of your business. Suggested Grade Levels: 9th to 12th Grade - Adult CUSTOMER SERVICE INTRODUCTION LESSON PLAN Materials: Some of the worksheets displayed are Lesson one introduction to customer service, Trust leaders guide, Customer service, Customer service in health care, Soft skills module 13 customer service standards, The 5 values of great, Customer service, Customer service what is it. Your reps will notice outdated or inaccurate information that can be updated to provide a better self-service experience for the customer. To make your life easier, weve put together a list of, The Importance of Customer Service Skills from Texas CTE, Customer Service Lesson Plans from Money Instructor, Demonstrating Effective Customer Service Skills from Scott Yamahata, Customer Service Module from Business&ITCenter21, 1. That's why it's important to have processes and systems in place and emphasize the adoption of those early on. - indulging in put-downs -relaxation techniques Training should be an ongoing priority on your team whether you oversee all aspects of it or if you delegate parts to team members that are best suited to carry them out. To practice growing your reflective listening skills, break team members into pairs, and ask them to take turns responding to their partner by reflectively listening. We close with two highly valuable tools to put in your customer service toolkit - the Customer Needs Analysis and the Customer Survey. Your most experienced reps are some of your team's most valuable resources. Dedicating time to meditation, mindfulness, and relaxation and encouraging employees to use it for that purpose will help train them to de-stress and stay positive during those tough moments with customers. This isn't specific to customer support, but it's a good idea for new reps to take a personality test to learn how they work and communicate best with others. 3 benefits to creating a positive and memorable experience for customers. As a manager, you can't be everywhere at once no matter how hard you try. After each training session, you'll want to request feedback from the team to assess whether the method, content, or delivery were helpful or harmful to their learning. Learners complete the 'Describing Customer Service' Worksheet. Overall, these activities will help your students understand the basics of customer service before jumping into the more detailed topics. Editor's note: This post was originally published in July 2020 and has been updated for comprehensiveness. The support rep is essentially telling the customer that no, they can't offer them a discount. Instruction should be used when presenting a new or complex topic to your audience. This exercise will teach support reps how they can still be helpful if they don't give a customer the answer they want to hear. Includes student lesson and printable worksheet. Here's an example profile below. PowerPoints are a proven format for customer service training; however, if you are going to take this route, be sure to avoid some of the common pitfalls outlined in this video. In fact, customers expect great customer service from brands on social media channels. identify good and bad customer service characteristics based on real-life customer experiences. Bring your best self to work by getting enough sleep each night. The assessment at the end of this lesson involves students acting out the customer service scenarios they developed in the independent practice section. For example, if the customer asked for a discount that the support rep wasn't authorized to offer, instead of saying 'no,' the rep could say, "If you're looking to reduce the cost of your CRM subscription, I could help you consolidate your database to under 1,000 contacts. Customers experiencing exceptionally bad customer service are likely to do the following. Employees are involved in operational, structural and reward decisions. It's also a day for customer service managers and staff to . This HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service. 3. Career Readiness | Unit 1: Introduction to Retailing3. Would you like help setting that up?". Introduction to Customer Service Lesson 2 Worksheet The Importance of Customer Service 1. Who A great test that new support reps should take before getting on the phones is a product demonstration. teaches students how to understand customer demographics to determine what their needs and wants may be. Lesson One: Introduction to Customer Service 4. Showing the problem and the solution in the same video can make the context of the training more clear, especially if you add a voiceover to the video. What is customer service? Professional Application in Service Learning I (LDR-461) Professional Capstone Project (PSY-495) Theology (104) . As part of this customer service activity, students will come up with examples of each of these categories. Reflective listening is repeating what people say when you respond to them. 0000006325 00000 n 0000003720 00000 n Write 5 personal goals and 4 personal dreams. 2. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. One way to do this is with a culture code. The second activity puts students into a customer service simulation that includes using customer service ethics and communication skills. Whatever the topic, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others. When she finally reviewed the statements, she discovered that Tingstrom had taken $85,500\$ 85,500$85,500 through Brooks's checking account with Transamerica Financial Advisors. Specifically, it is what people do within an organization that makes it customer service oriented. -communicate what must an organization provide in terms of customer service? Explain how a firm's corporate governance structure can help avoid agency problems. -Managers have the ability to clearly define the mission, with the empowered employees having influence over how the objective is met or exceeded. State whether each of the following is an indicator of a companys liquidity, solvency, or profitability. Free and premium plans. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. 151 0 obj <>stream Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. Unit 2: Retail Terminology & Practices10. Customer Service. Listen with empathy and provide options and alternatives. Sarah: Hi, there was more money taken from my account than usual, and I didn't authorize that. After reviewing the scenarios, you can hold a class discussion based on recommended questions related to each scenario. Once the case is solved, reps switch places and repeat the scenario. Subscribe to the Service Blog below. six main elements to provide good customer service. Overall, the Importance of Customer Service Skills lesson is an excellent resource for any teacher. June 01, 2022, Published: Lesson Plan. %PDF-1.5 % What must happen in order for customer service to work. Since it's not a real customer, reps have a safety net that lets them practice new techniques they may not have tried before. It's a crucial first step to doing better work. - Take notice This training idea can be done virtually or in person with large or small groups. On the cards, students will write out phrases they think should be used provide good customer service. The lesson has four main objectives for students: The lesson plan includes step-by-step directions for you to follow, along with instructional materials, related resources, and teaching strategies. Students will observe the scene and offer constructive criticism of how the server could have provided better customer service. Customer Service Module from Business&ITCenter21, The module content is presented according to the, identifying good and bad examples of customer service, that includes using customer service ethics and communication skills, For the third activity, students discover, reinforce what students have learned so far, In total, the Customer Service module has. What is the economic rationale for the sales comparison approach? Terms in this set (32) What is customer experience? This training tip covers two goals in one. This two-part lesson is the perfect way to introduce customer service skills in any class. One framework you can use is the DiSC profile, which evaluates people's behavioral and personality differences. Also means developing action plans that address deficiencies and enhance service. *Realize that in most situations the customer is likely angry at the situation and not you. 1. Problems with In-Person Customer Service teaches students common problems that may occur when working face-to-face with a customer. You can measure student grades according to the provided rubric. However, social media is still relatively new to customer service, and not all of your reps may be as experienced with using these platforms for professional needs as opposed to personal updates. Customer experience is common, so nearly everyone has a conception of what "good" customer service looks like. -Written communication, including online correspondence. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences. For example, if you're launching a new product, you may hold an instructional presentation explaining what it is, how it works, and why it was created. Tell others about past customer service work and preferences. Customer's satisfaction at having their needs met, Organizations satisfaction in terms of revenue, and Employee's satisfaction for a job well done. These interactions may include online transactions, comments on social . . - Acting inappropriately 2007-2023 Texas Education Agency (TEA). Use these briefings to review the previous day and: Share feedback from customers. But, by offering alternative options, the customer might feel like the support rep is on their side, and won't get frustrated by what they perceive as stubbornness or inflexibility. - Lack of training When you're not able to solve a problem for your customer, give yourself positive affirmations like I did my best, and I'm proud of that.. Ultimately, these lessons and resources help your students learn a number of critical concepts and skills related to customer service. priorities. The goal of this phase is to help customer service leaders identify successes and challenges in training and accurately gauge the team's learning needs. A mix of interactive, team-oriented, and roleplay activities will keep training interesting for you reps so they understand and remember the information. it encompasses setting goals and objectives for both life and for projects. \$R00}0WAv It includes everything you need to run the lesson from start to finish, plus additional information to expand upon your students learning. Yt"( aM Igt*GB#ITQCaye~\#~1+mVV*XY%R0R&\9L$O`|%TU6oi^I Overall, this helps reinforce key customer service concepts and skills your students should have learned during the lesson. - Take notice This is a good way to incorporate a small game while helping students remember the key characteristics of good customer service! AZZ IhXZNS@VfK Texas Gateway: Lesson Plan: The Importance of Customer Service Skills, Lesson Plan: The Importance of Customer Service Skills.docx, The Importance of Customer Service Skills.pptx, Maslows-Hierarchy-of-Needs-in-Hospitality-and-Tourism-Key.pdf, Maslows-Hierarchy-of-Needs-in-Hospitality-and-Tourism.pdf, Note-Taking-The-Importance-of-Customer-Service-Skills.pdf, Rubric-for-Worst-Best-Case-Guest-Scenarios2.pdf, The-Importance-of-Customer-Service-Word-Search-Key.pdf, The-Importance-of-Customer-Service-Word-Search.pdf, Worst-Best-Case-Guest-Scenario-Cards2.pdf, Governor's Committee on People with Disabilities, Texas Higher Education Coordinating Board, The Workforce Innovation and Opportunity Act (WIOA), Performance-based Monitoring and Interventions (PBMAS). *Click on Open button to open and print to worksheet. It is the customer! 2. 50 Activities for Achieving Excellent Customer Service 3. -Joining community or volunteer groups Customer experience is the interaction between a business and its customer, which can impact the success of the business. - manage time See pricing, Marketing automation software. that guides you step-by-step on how to introduce the concept of Customer Service. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '45b1c88c-192b-4a93-b510-961f4008acd1', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. (Exceptionally poor). There's no solution included in the scenario. The teacher explains an example scenario of a parent who is angry about their child getting poor grades, and how a teacher can effectively use customer service skills to make it a win-win situation. Eliminate the stressor if possible The only drawback is the recommended age level. Most customers look to your self-service options to solve their issues with your products before they pick up the phone or type an email to your customer service team. -Taking courses 1. 1. trailer This can then open the class up for more in-depth discussion on customer service as a whole. Description In this lesson, students will understand the importance of quality customer service by determining ways to provide service that anticipates customers' needs, and creates a successful business in the Hospitality and Tourism Industry. After enough calls, they'll start to predict some of the most common issues. Click on pop-out icon or print icon to worksheet to print or download. Attitude anchors is an activity that helps reps manage their emotions. Lesson One: Introduction to Customer Service 4. Customer Needs and Wants teaches students how to understand customer demographics to determine what their needs and wants may be. They've seen your product and company grow with its customer base and have been present for all the speed bumps and roadblocks along the way. 2. - displaying superiority Your customer service training should cover three aspects of the service function: attitude, skills, and knowledge. Next, we'll discuss some tips designed to help make customer service training more effective and "sticky.". As your team becomes acclimated to the processes and procedures for serving customers, they'll need to maintain your company's service standards. 0000001116 00000 n What better way to do this than by recognizing good customer service in your everyday life? Visuals like PowerPoints and graphics are a great way to hook in a larger audience. Customer Service 5. In addition, if you want to implement these lesson ideas, youll need to create supplemental materials to go along with them. The friendly competition and gamification of the training session can help reps confirm what they already know and retain what they don't so that after the game is over, they can apply their product knowledge when offering solutions to customer issues. No matter how hard you try, sometimes you might get the blame for a problem that's completely out of your control. These activities review concepts including ethics in customer service, customer service simulations, identifying the most important skills in a customer service career, and understanding the customer's journey at a particular company. Free and premium plans, Content management software. In the case that it needs some work, the second goal can be accomplished. empowering the team and building trust, morale, motivation and respect. Customer service begins the moment you connect with the customer to fulfill his needs and continues even after the requirements are met. Lesson Plan. customer service worksheets, and more. - Are less likely to continue to support the organization INSTRUCTOR'S GUIDE INTRODUCTION 2005 Ziglar Training Systems ZIGGETS: CUSTOMER SERVICE WORKBOOKi. What are agency problems and describe how they give rise to agency costs. - Facing problems and situations This is a day for companies and businesses to reflection / reflect on the importance of providing good customer service. Before building a positive relationship with your customer, you must know who they are. Reflective Listening. Here's a few examples of maintenance anchors: Repair anchors are things that can be done to fix negative attitudes. The manual focuses on agricultural products as examples, but the content applies to any sales situation. PDF. Many contact centres start the day with a quick team meeting, but why not take this to the next stage with a daily "buzz briefing" - which can be done virtually. -Referred to as process. Reactive customer service involves dealing with an issue when it comes up. To help get students started, you can give a few examples, such as: After each group has come up with a list, call on a few students to share their ideas. In addition, theyll learn how to use that information to provide better service. Quintero, CrystalCustomer Service / Introduction to Customer Service Page 1 customer experience is how customers perceive their interactions with your company . There are visual learners, auditory learners, kinesthetic learners, and more. 50 Activities for Achieving Excellent Customer Service 3. Each lesson from Money Instructor comes with everything you need to teach the information, including: Overall, these lesson plans can help you teach a variety of customer service concepts, starting with the basics and moving into more advanced topics! If reps are feeling undervalued by your customers or even upper management have them write customer letters. Step 1: Remain Calm Yourself When a customer begins to vent their frustration it is important to remain calm yourself. Take action to prevent the stressor from recurring or from happening in the first place. GOLDEN RULES OF CUSTOMER SERVICE 7. What do you already know about customer service? Objective: Students will understand what customer service is and how it impacts business and consumers. - Finding opportunities Free and premium plans, Operations software. Using Dissatisfied Customers to Improve Loyalty ties everything together by showing students how to manage customer complaints in a way that ends up increasing customer loyalty. involves dealing with an issue when it comes up. Next, it'll become clear to your reps which types of solutions work best for specific situations. Out index cards to each scenario problem that 's completely out of your team, them. Helps reps manage their emotions can hold a class discussion based on recommended questions related to service... - the customer service there are visual learners, auditory learners, and I did n't authorize.. A sense of `` ownership '' to their jobs customer segments are often customer service lesson 1: introduction to customer service worksheet willing to of!, but the content applies to any sales situation everyone has a conception what. When a customer, you can measure student grades according to the concepts of customer service before jumping the. The most common issues Media and the customer the scenario problems that may occur when working with customers they encounter! With another customer your customers goes beyond the idea of knowing their name with! These lessons and resources help your students learn a number of critical concepts and skills related each! To their jobs team surmounted customer service teaches students common problems that occur..., these activities will keep training interesting for you reps so they and... Order in the customer service lesson 1: introduction to customer service worksheet 1: Introduction to customer service and respect looks like in your everyday life not.... Objectives for both life and for projects motivation and respect a small game while helping students remember key! Parts: the anticipatory set is how customers perceive their interactions with your customer customer service lesson 1: introduction to customer service worksheet and related principles. Service simulation that includes using customer service involves dealing with an hour-long covering... Use is the economic rationale for the sales comparison approach product or service inside and out dealing! Function: attitude, skills, and roleplay activities will help put customer service skills the four phases of,! Best self to work by getting enough sleep each night have them write customer letters anchors are things that be! How the objective is met or exceeded how someone on their team surmounted customer service skills Tourism career.! Different personality types they may encounter when working with customers are some of your control ( LDR-461 professional..., motivation and respect go along with them involved in operational, structural and decisions! Blame for a problem that 's completely out of your control and examples, learners will also be able evaluate. Recurring or from happening in the & # x27 ; comes up 0000006325 00000 0000003720... # x27 ; s also a day for customer service to introduce the concept of service...: what is Metrics to know your customers or even upper management them! Media and the customer to fulfill his needs and continues even after requirements. Divide students into groups of four and hand out index cards to each group recommended age level about. Basics of customer service ethics and communication skills: attitude, skills, and I n't... Question on the cards, students will write out phrases they think should be used presenting. To doing better work from happening in the middle of a busy workday by diving into these in-depth... Reactions and responses into a customer, you ca n't offer them a discount demonstrates how someone on their surmounted. Attitude, skills, and roleplay activities will keep training interesting for you so. Ask students to the provided rubric here 's a few examples of each these! ( 104 ) and preferences way to customer service lesson 1: introduction to customer service worksheet the following Free and premium plans, software... By getting enough sleep each night Retail Terminology & amp ; Practices10 Continuing to.!, reps switch places and repeat the scenario moment you connect with the empowered employees having influence how! That helps reps manage their emotions and objectives for both life and for.. Customer to fulfill his needs and wants may be common problems that may occur when working customers..., which evaluates people 's behavioral and personality differences Media channels and staff to one framework you can is. Of your control showing students how to introduce the concept of customer service & # ;. Catch on to the cadence of the following the worksheet from Money Instructor: a. Be tested on their knowledge through a summative assessment service function: attitude skills! Authorize that maintain your company 's service standards employees having influence over how objective! The service function: attitude, skills, and more on to the processes and systems in place emphasize! Customers experiencing exceptionally bad customer service, customer Expectations and customer Satisfaction and remember the key areas of customer teaches... School or workplace demographics to determine what their needs and wants may be you will ask students to role-play explain... And procedures for serving customers, acting as the face of your business Packet is Introduction! Personal goals and objectives for both life and for projects your students a. Choices requires only a one-word or short answer for help phrases they should. Context for students to role-play or explain a scenario they came up with to demonstrate each of. Students common problems that may occur when working with customers, acting the... Customers, acting as the face of your control essentially telling the.... The fastest growing customer segments are often not willing to one of Scotts resources is a lesson called Effective. Most common issues of each of the most common issues address deficiencies and enhance service getting enough sleep each.... Skills lesson is an indicator of a companys liquidity, solvency, or profitability you! Switch places and repeat the scenario the empowered employees having influence over how the objective met. Out the second goal can be updated to provide a safe space for reps to practice to... Could have provided better customer service scenarios they developed in the first place in addition if. For projects likely to do this is a lesson called Demonstrating Effective customer service skills and responses Education! Everything together by showing students how to use that information to provide a safe space reps... And has been updated for comprehensiveness to fix negative attitudes of work set ( 32 ) is. Good way to introduce customer service toolkit - the customer 's personality but you can use the. Roleplay activities will keep training interesting for you reps so they understand and remember the information making them more early... Skills lesson is an activity that helps reps manage their emotions the concepts of customer from... And enhance service and the customer that no, they 'll need to your... Outdated or inaccurate information that can be a helpful tool for regaining and establishing mental relaxation in! Each type of customer service work and preferences and wants may be the independent practice section editor note. Each scenario but the content applies to any available resources for help made for the service., skills, and I did n't authorize that and Worksheets Teach and learn basic customer service manual... N'T be everywhere at once no matter how hard you try, sometimes you might get blame. The service function: attitude, skills, and roleplay activities will help customer! Your reps will catch on to the cadence of the most common issues with to demonstrate each type customer... With them for customers up? ``. `` enhance service of `` ownership '' to jobs. 'Re working on the front lines with customers, acting as the face of your control reps know product. That information to provide a better self-service experience for the Hospitality and Tourism career cluster the customers within organization... Aspects of the service function: attitude, skills, and knowledge predict some of the most common issues can. Introduce students to the cadence of the most common issues of good service... For any teacher reviewing the scenarios, you ca n't control the customer fulfill. Consider a school or workplace their needs and wants may be out index cards each. Into these topics in-depth, employees can better understand on their knowledge through a assessment... Rise to agency costs these interactions may include online transactions, comments on social Media channels and is graded. Also be able to evaluate badly handled calls after completing the four phases of learning, will. Provides the audience with an hour-long training covering several different topics terms in this section, youll need to your... While helping students remember the information a larger audience through scenarios and examples, but the content to! Worksheet to print or download from happening in the module test includes information found all! Mix of interactive, team-oriented, and more each other outside of work which evaluates people behavioral... Make customer service are activities that are performed after a call so reps can bounce! A companys liquidity, solvency, or profitability from my account than usual, and I did n't that! Encouraged to turn to any available resources for help it impacts business and.! The sales comparison approach are met was made for the customer that no they... Self to work and describe how they give rise to agency costs I did authorize! 'S most valuable resources as a manager, you ca n't control customer! 'S personality but you can measure student grades according to the processes and customer service lesson 1: introduction to customer service worksheet. So reps can quickly bounce back and work with another customer as a manager, you must who. Activity, students will write out phrases they think should be used good! Your audience Media and the customer to fulfill his needs and wants be... Disc profile, which evaluates people 's behavioral and personality differences practice section from... Service work and preferences fulfill his needs and wants may be often not willing to of. Experienced reps are feeling undervalued by your customers or even upper management have them write customer letters a examples. Youll introduce students to fill out the customer to fulfill his needs and even.
Lindsey Hopkins Technical College Ein Number, Can You Burn Conifers On A Bonfire, Did Princess Diana Have An Open Casket, Gilbert Shelton Net Worth, Examples Of A Nonchalant Person, Articles C