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Occupational Studies Unit 47: Developing customer service skills

Welcome to this interactive unit for Occupational Studies, Unit 47: Developing Customer Service Skills. In this section, you will find out a bit more about how to navigate through the learning outcomes.

This unit can be used as a standalone course or as a contribution to the following qualifications:

  • NCFE Level 1 Award in Exploring Occupational Studies for the Workplace (601/1086/7)
  • NCFE Level 1 Award in Occupational Studies for the Workplace (601/1087/9)
  • NCFE Level 1 Certificate in Occupational Studies for the Workplace (601/1088/0)
  • NCFE Level 1 Diploma in Occupational Studies for the Workplace (601/1089/2)
office desk with a monitor displaying the words customer service

Your learning outcomes and assessment criteria

Each learning outcome in this interactive unit is broken down into topics which cover the assessment criteria. Click each of the learning outcomes below to find out more about the course.

  • Understand the benefits to the organisation of good customer service
    • 1.1 Identify examples of good practice in customer service
    • 1.2 Outline reasons why good customer service is important for an organisation 
  • Understand the possible consequences of poor customer service
    • 2.1 Give examples of how poor customer service can impact upon:
      • Customers
      • The organisation
      • Staff
    • 2.2 Outline how poor customer service can have an impact on the reputation of an organisation
  • Understand the value of first impressions
    • 3.1 Indicate why it is important to make a good impression
    • 3.2 Outline ways of creating a positive first impression when communicating:
      • Face to face
      • On the telephone
      • In writing
  • Understand positive verbal and non-verbal interaction with customers
    • 4.1 Identify appropriate and inappropriate ways of communicating verbally with customers in common situations
    • 4.2 Give examples of types of non-verbal communication
    • 4.3 Demonstrate ways in which non-verbal communication can be used positively to support face-to-face communication
  • Understand that respect for the individual is at the heart of good customer service
    • 5.1 Outline why it is important to maintain customer confidentiality
    • 5.2 Outline how to respect individual customer needs from a diversity of cultures and backgrounds
  • Understand his/her role in dealing with complaints from customers
    • 6.1 Outline the types of workplace situations in which complaints are commonly made by customers
    • 6.2 Identify appropriate people that need to be informed in response to a complaint made by a customer
    • 6.3 Identify the details that need to be recorded of a complaint by a customer
    • 6.4 Give examples of positive ways of dealing with complaints made by customers

Your assessment tasks

Throughout this interactive unit, there are several assessment tasks to complete. These have been designed to help you show your understanding of the assessment criteria. There are Learner Assessment Worksheets available to fill out for each learning outcome (LO). These can be downloaded at the beginning of each LO. 

For each of the assessment criteria, there are also quick check quizzes for your own self-assessment. These interactive questions test your recall and understanding of the unit content throughout.

Course Content

Expand All
Learning outcome 1: Good customer service
Learning outcome 2: Poor customer service
Learning outcome 3: First impressions
Learning outcome 4: Verbal and non-verbal communication
Learning outcome 5: Respecting customers
Learning outcome 6: Customer complaints