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

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/.

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.