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Provision of Customer Service and its Benefits - 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 begin work on Unit 5 'Customer Service' with a look at how customer service is provided and the benefits it can bring.

Learning Objectives:

By participating in this lesson students should be able to:

• Understand the meaning of customer service
• Identify different customer types
• Appreciate the importance of delivering effective service
• Understand the role of staff in providing service
• Know how to deal with cases when service goes wrong

Resources:

• PowerPoint Presentation - Customer Service [58 KB]
• Activity - Customer Service
• Projector
• Internet access to explore additional resources identified

Lesson Structure:

1. Outline the key learning objectives of the session
2. Go through the PowerPoint presentation
3. Hand out the activity sheet
4. Allow time for students to work through the tasks involved
5. Choose if necessary to carry over work on customer complaints in the activity to next session
6. Review the learning objectives of the session