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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1.1.1 Happy customers

Occupational Studies Unit 47: Developing customer service skills 1.1: Examples of good customer service 1.1.1 Happy customers

Happy customers are more likely to buy from you. As a result, they are also more likely to come back to your business and buy from you again.

This is why a good customer service experience is important.

smiley face emoji painted on the road

A good customer service experience will:

  • provide your customer with confidence
  • protect your organisation’s reputation.

Here’s an example…

Examples of good customer service help you to understand the type of practices that could be used by your organisation to improve its customer service.

Read the following blog on 7 Examples of good customer service practices – https://www.qualtrics.com/blog/customer-service-examples/.

blog post with a title saying 7 examples of good customer service practices

LO1: Task 1

Make sure you have downloaded your Learner Assessment Worksheet and filled in your name and date before completing this task.

Think about a time when you bought something and had a positive experience. It might have been at the supermarket checkout or getting support to sort out a problem with your laptop.

  • Write about the positive experience, and list everything you can think of that made your experience good.
  • Outline the main reason you think good customer service is important for an organisation. 

Complete this activity in your Learner Assessment Worksheet. Save your Learner Assessment Worksheet on your desktop ready for the next task.

Word check!

Customer service is the support and help given to customers before, during and after they buy something. 

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