The customer is always right: The value of customer service

“The customer is always right” is a complete classroom topic that helps students to understand what customer service is and why it matters. Customer service is a highly valued skill at work. In this topic students will consider occasions when they feel they have been treated well or poorly in a customer service situation and how this affected their opinion of the organisation. They will identify some characteristics of good and bad service and reflect on ow they could develop good customer awareness themselves. This topic includes one small scale research activity that requires internet access (other activities are included which do not require internet access).
This topic supports the learning outcomes in the Association for Careers Education and Guidance (ACEG) framework for career and work-related learning at Key Stage 4 but can be used with a range of groups depending on their needs and abilities, and provides good evidence of lesson planning. Two files are included with this topic. The first file is a lesson plan, worksheets and suggested running order for the activities. The lesson plan also includes differentiated learning goals, reflective questions and a “before and after” review of learning relating to this topic. The second file is a slide show presentation which can be used with a whiteboard or pc/laptop and projector, to add structure to the lesson for students. The slideshow has the same running order as the lesson plan, and includes modern and striking imagery to appeal to young adult learners.