Advanced Search

Customer Service - Overview

This resource is designed for the BTEC National award in Retail. BTEC Qualifications have been developed to provide the knowledge, understanding and skills of specialist work related areas. This qualification focuses on providing education and training for students who either work or are considering a career in the retail trade.

This is the third in a series of six assignments written specifically for the BTEC Retail qualification by a practising teacher of the course. There are 3 core units and 7 specialist units that make up the structure of the course.

The unit is assessed by means of an assignment that is graded Pass, Merit or Distinction. Details of the criteria can be found on the Edexcel Web site. (http://www.edexcel.org.uk/VirtualContent/102509/BN018420_NA_in_Retail_L3_Issue_2.pdf)

Overview:

Treating customers properly is fundamental to retail organisations. Without customers a retail business will struggle. The key is to encourage customers to come back again and again - to repeat purchase. That is what customer service is all about.

On completion of this unit you should:

1. Understand the importance of customer service within the retail sector
2. Understand the differences in the provision of customer service for different types of external customers in a retail situation
3. Understand how legislation protects customer rights
4. Be able to use customer service skills within different retail contexts

(Source: Edexcel)

When you are working through each task on the next page, make sure you constantly refer back to the grading grid below; this gives more detail on what you have to demonstrate to achieve the different grades for this unit.

Source: Edexcel. [PDF file]

The Assignment

In this unit you will gain an understanding into the importance of customer service in retail. One of the key principles of retailing is to encourage repeat custom - getting customers to return to the store and buy goods over and over again over a period of time. Good customer service, therefore, is fundamental to the success of any retailer. When customers receive poor customer service it is unlikely they will return to that outlet or retail organisation; when they receive quality customer service they will come back again and again, and encourage others to use that retailer.

The purpose of this unit is to develop your knowledge of customer service and its value to retail organisations, their employees and their customers. You will study the different types of customer and their needs and expectations and why it is important that both internal and external customers are valued. You will learn the importance of clear communication with customers and colleagues and the role that team working plays in providing quality service to the customer.

You will also explore legislation that impacts on the retail service and how it protects customer rights in retail situations.

Go to the Activity.