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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
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
Learning outcome 1: Assessment
Learning outcome 2: Poor customer service
2.0 Learning outcomes and assessment criteria
2.1: Your business, customers and staff
2.2: Reputation
Learning outcome 2: Assessment
Learning outcome 3: First impressions
3.0 Learning outcomes and assessment criteria
3.1: Making a good first impression
3.2: Different ways of communicating
Learning outcome 3: Assessment
Learning outcome 4: Verbal and non-verbal communication
4.0 Learning outcomes and assessment criteria
4.1: Verbal communication
4.2: Non-verbal communication
4.3: How can non-verbal communication help when talking to customers
Learning outcome 4: Assessment
Learning outcome 5: Respecting customers
5.0 Learning outcomes and assessment criteria
5.1: Confidentiality
5.2: Respect for different cultures
Learning outcome 5: Assessment
Learning outcome 6: Customer complaints
6.0 Learning outcomes and assessment criteria
6.1: Workplace situations
6.2: Deciding who should deal with the customer complaint
6.3: The details that should be recorded
6.4: Positive ways of dealing with complaints
Learning outcome 6: Assessment
Unit 47: End of unit assessment
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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.