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
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
2.1.1 Customers
2.1.2 Business
2.1.3 Staff
Unit 47: 2.1 Quick check quiz
2.2: Reputation
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
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
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1.2.1 The impact of good customer service

Occupational Studies Unit 47: Developing customer service skills 1.2: Why good customer service is important 1.2.1 The impact of good customer service

Good customer service can benefit your business in four important ways.

A good customer service experience can make a customer loyal to your business. As a result, they will come back to you to buy something in the future. 

For example, Apple are famous for how they treat customers. The people that work there are passionate about Apple products themselves. Customers who have bought Apple products in the past are more likely to buy them in the future.

Customers can be encouraged to spend more money than they were planning to. Therefore, good customer service can increase the amount of money each customer spends.

For example, a restaurant might suggest, ‘would you like fries with that?’ when they take an order. The customer feels like they are getting something extra and the restaurant gets more money.

Good customer service can increase the number of times a customer buys something or uses a service. 

Ben and Jerry’s have a day once a year where they give away free ice cream in their shops!

This reminds customers why they should carry on buying from them.

Many businesses donate profits from the sale of their products to global causes such as the coronavirus effort. 

As a result, this boosts their reputation and makes customers more likely to buy from them.

Word check!

Business reputation is the general opinion held about a business.

Customer loyalty is the positive relationship between a customer and an organisation which leads to repeat business.

Here’s an example…

Customer service is the most important factor for customers when choosing where to buy things from. 

Watch this video to find out more.

Why customer service matters

LO1: Task 4

Identify a good customer story on social media. Write a short description of the story. Describe how the customer story made you feel about the business.

Outline three reasons why good customer service is important for the company or organisation in the social media story.

Complete this activity in your Learner Assessment Worksheet. Save your Learner Assessment Worksheet ready for upload.

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