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
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1.0 Learning outcomes and assessment criteria

Occupational Studies Unit 47: Developing customer service skills 1.0 Learning outcomes and assessment criteria

What you will learn about

By the end of this learning outcome you will,

  • Understand the benefits to the organisation of good customer service

By the end of this learning outcome you can,

  • 1.1 Identify examples of good practice in customer service
  • 1.2 Outline reasons why good customer service is important for an organisation

Your Learner Assessment Worksheet

For this learning outcome, there are four assessment tasks for you to complete. These are labelled Task 1, Task 2, Task 3 and Task 4.

You can download your Learner Assessment Worksheet for this learning outcome here. The tasks numbered in the worksheet correspond with the tasks throughout the learning outcome. Make sure you are filling out the correct answer box for the task.

Don’t forget to save this Learner Assessment Worksheet on your desktop.

You will upload your Learner Assessment Worksheet at the end of the learning outcome.

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