Occupational Studies Unit 47: Developing customer service skills

Guide to this interactive unit
Learning outcome 1: Good customer service
1.0 Learning outcomes and assessment criteria
1.1: Examples of good customer service
3 Sub-topics | 1 Quiz
1.1.1 Happy customers
1.1.2 Unhappy customers
1.1.3 How to deliver good customer service
Unit 47: 1.1 Quick check quiz
1.2: Why good customer service is important
2 Sub-topics | 1 Quiz
1.2.1 The impact of good customer service
1.2.2 Word of mouth
Unit 47: 1.2 Quick check quiz
Learning outcome 1: Assessment
Learning outcome 2: Poor customer service
2.0 Learning outcomes and assessment criteria
2.1: Your business, customers and staff
3 Sub-topics | 1 Quiz
2.1.1 Customers
2.1.2 Business
2.1.3 Staff
Unit 47: 2.1 Quick check quiz
2.2: Reputation
2 Sub-topics | 1 Quiz
2.2.1 Social media
2.2.2 Trust
Unit 47: 2.2 Quick check quiz
Learning outcome 2: Assessment
Learning outcome 3: First impressions
3.0 Learning outcomes and assessment criteria
3.1: Making a good first impression
2 Sub-topics | 1 Quiz
3.1.1 Different types of first impression
3.1.2 The time it takes to make a good first impression
Unit 47: 3.1 Quick check quiz
3.2: Different ways of communicating
4 Sub-topics | 1 Quiz
3.2.1 Four forms of communication
3.2.2 Face-to-face
3.2.3 On the telephone
3.2.4 In writing
Unit 47: 3.2 Quick check quiz
Learning outcome 3: Assessment
Learning outcome 4: Verbal and non-verbal communication
4.0 Learning outcomes and assessment criteria
4.1: Verbal communication
2 Sub-topics | 1 Quiz
4.1.1 Good examples of verbal communication
4.1.2 Bad examples of verbal communication
Unit 47: 4.1 Quick check quiz
4.2: Non-verbal communication
2 Sub-topics | 1 Quiz
4.2.1 Examples of non-verbal communication
4.2.2 Why is non-verbal communication important
Unit 47: 4.2 Quick check quiz
4.3: How can non-verbal communication help when talking to customers
1 Sub-topic | 1 Quiz
4.3.1 Using non-verbal communication
Unit 47: 4.3 Quick check quiz
Learning outcome 4: Assessment
Learning outcome 5: Respecting customers
5.0 Learning outcomes and assessment criteria
5.1: Confidentiality
3 Sub-topics | 1 Quiz
5.1.1 Customer information
5.1.2 Sensitive information
5.1.3 Breaching confidentiality
Unit 47: 5.1 Quick check quiz
5.2: Respect for different cultures
1 Sub-topic | 1 Quiz
5.2.1 How to respect diversity
Unit 47: 5.2 Quick check quiz
Learning outcome 5: Assessment
Learning outcome 6: Customer complaints
6.0 Learning outcomes and assessment criteria
6.1: Workplace situations
1 Sub-topic | 1 Quiz
6.1.1 Reasons why customers complain
Unit 47: 6.1 Quick check quiz
6.2: Deciding who should deal with the customer complaint
2 Sub-topics | 1 Quiz
6.2.1 Who are the people involved in the complaints process
6.2.2 Informal and informal complaints
Unit 47: 6.2 Quick check quiz
6.3: The details that should be recorded
2 Sub-topics | 1 Quiz
6.3.1 How to keep a customer complaints log
6.3.2 What to do after logging the complaint
Unit 47: 6.3 Quick check quiz
6.4: Positive ways of dealing with complaints
2 Sub-topics | 1 Quiz
6.4.1 Before a complaint happens
6.4.2 When a complaint happens
Unit 47: 6.4 Quick check quiz
Learning outcome 6: Assessment
Unit 47: End of unit assessment
Previous Sub-topic
Next Topic

Unit 47: 1.1 Quick check quiz

Occupational Studies Unit 47: Developing customer service skills 1.1: Examples of good customer service Unit 47: 1.1 Quick check quiz

These quiz questions are designed for you to quickly self-check your understanding of the unit so far. Make sure you have completed all your learner assessment tasks before you try out these questions.

E-inspection request

Please complete the following information to request an e-inspection copy of PYP How, Where, Who, Share! and we’ll share it with you for free once the book has published. If you haven’t received your link after the book publishes, please check your spam folder.