Customer Service

Responding to customer needs

Task 1 - Reading & writing

Watch the two videos - one shows examples of good customer service and the other ones shows examples of bad customer service.

Write a list of the differences between the two videos.

Task 2 - Have a chat about...

Communication is a really important part of customer service.

1) Use the website to see how good you are at reading people's body language. This is one way they might communicate without using words.

2) Some people might need to communicate in other ways. Use the video to learn some British Sign Language.

Task 3 - Out of the classroom...

Visit the school office and watch how they greet and speak to people. You should watch:

1) How they greet people when they come to the buzzer

2) How they speak to people who come to the office window

3) How they speak to people when they answer the phone

Task 4 - Getting ready to pass this outcome

Practice having meetings with different people. They could tell you about a holiday that they want to go on.

Work with a member of staff to practice researching a holiday.

You should include some options (e.g. a place to stay that’s expensive and a place to stay that’s cheap).

Make some notes, docs or slides to show them the options that they can choose from.

Outcome - Finding out and responding to customer needs

For this outcome, you need to speak to someone who is planning a holiday and then give them ideas of what they could do on holiday. You will need to:

Have a meeting with the person to find out what requirements they have for their holiday. You might want to come up with some questions for this before the meeting starts.
Research some options for their holiday which should match what they are looking for. You might want to tell the person you’re meeting that you will go away and work on this and get back to them.
Arrange a second meeting with the person to go through the options and show them what you have researched.

In all of your meetings you should be positive, helpful and friendly. You will need to introduce yourself to them, provide helpful information and finish the interview by telling them what they could do next.

The person you are meeting will be asked about how you helped them. They will give you points for:

Being friendly and polite
Using eye contact
Using words that the person understands - not too many complicated words
Listening
Asking questions about what they need
Using questions which are easy to answer (e.g. closed questions that can be answered with a “yes” or “no”)
Using questions which are more difficult to answer (e.g. open questions that have longer answers)
Giving them holiday ideas which meet their needs
Responding to non-verbal clues that they give. This could mean shaking their head, looking happy or looking confused.
Finishing the meeting by saying things like thank you, goodbye.

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