Level 4 Customer Service

This is an introduction to Customer Service for teenagers and adults with additional educational needs. It is a full course and includes student worksheets and teaching slides.

The resource is intended to introduce students to customer service, including:

• Principles of good customer service
• Communications and interpersonal skills
• Working as part of a team
• Quality customer service
• Legislation
• The customer

Topics include:

• Quality service standards
• Elements of good customer practice
• Reading, writing, speaking and listening skills
• Customer service skills
• Dealing with customers
• Stages of teamwork
• Team project
• The Customer Charter
• Health and safety

These worksheets are designed to cover the following learning outcomes:

1. Explain the principles of customer service
2. Outline the importance of quality customer service
3. Distinguish between internal and external customers
4. Outline the role of communications in customer service
5. Identify key customer service activities within a work, social or voluntary environment
6. Identify the key roles of a range of individuals involved in providing customer service
7. Assume responsibility for dealing with customer complaints in a range of situations
8. Use with confidence the personal and practical skills required to carry out customer service interactions and responsibilities
9. Use the procedures, information sources and documentation associated with customer service
10. Provide effective customer service
11. Participate in group or team based activities that contribute to effective customer care

Can this resource be used online?
Yes, it is a digital resource. If you have purchased this resource and would like to use it for online teaching, you have permission to do so. A fillable and printable version is included. Students can type in their answers online, or worksheets can be printed. Teachers can also use them for whole-class teaching using a projector or interactive whiteboard.

What is included?
All components are available in the zipped folder, i.e. student worksheets and teaching slides.
Student Worksheets: 213 Pages
Teaching Slides: 99 Slides