Customer Service Skills - to Deal with Customer Situations

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 skills needed to deliver effective customer service and encourage learners to practice these skills.

Learning Objectives

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

• Identify essential customer service skills
• Understand the need for these skills
• Reinforce their understanding of customer notions of justice
• Know the three main methods of customer service delivery
• Work through scenarios dealing with service in practice

Resources

• PowerPoint presentation - Customer service skills [53 KB]
• Activity - Customer service skills
• 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 scenarios
5. Discuss the tasks and set up possible role play groups
6. Highlight the important lessons from this activity
7. Review the learning objectives of the session