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Private: Occupational Studies Unit 47: Developing customer service skills

Guide to this interactive unit Sample Topic

Learning outcome 1: Good customer service

1.0 Learning outcomes and assessment criteria Sample Topic

1.1: Examples of good customer service Sample Topic

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 Sample Topic

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 Sample Topic

Learning outcome 2: Poor customer service

2.0 Learning outcomes and assessment criteria

2.1: Your business, customers and staff

2.1.1 Customers

Unit 47: 2.1 Quick check quiz

2.2: Reputation

2.2.1 Social media

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

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

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

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

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

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

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

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

6.1.1 Reasons why customers complain

Unit 47: 6.1 Quick check quiz

6.2: Deciding who should deal with the customer complaint

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

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

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

Unit 47: 1.1 Quick check quiz

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