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Issues and Complications of Delivering Quality Customer Service

Lesson Plan

The resource is designed specifically for Unit 5 of the Edexcel BTEC National qualification, 'Customer Service in Travel and Tourism', although it will be of relevance to centres following other awarding bodies' programmes.

Aim

To continue work on Unit 5 'Customer Service' with a look at the issues surrounding effective customer service delivery and some of the complications that might be involved.

Learning Objectives

By participating in this session, students should be able to find out:

• How travel and tourism organisations can deliver effective customer service
• The vital role that people play in achieving this aim
• The benefits that delivering effective customer service can bring
• The complications that can affect customer-focused organisations
• How to apply this knowledge to the case of EU air passenger compensation rules

Resources

• PowerPoint presentation - Issues and complications of delivering quality customer service [55 KB]
• Activity - Issues and complications in customer service
• Projector/PC/Internet access

Lesson structure

1. Outline the key learning objectives of the session
2. Go through the PowerPoint presentation
3. Hand out the activity sheet
4. Guide learners through the tasks
5. Discuss the case study and the students' understanding of the issues
6. Highlight the potential drawbacks to customers arising from the case
7. Review the learning objectives of the session