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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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.

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