BTEC Level 3 Business Unit 14: Investigating Customer Service A1 Customer Service in Business

This full lesson covers A1 Customer Service in Business for Unit 14: Investigating Customer Service, including;

• Definition of customer service.
• Customer service roles and importance of teamwork.
• Importance of following organisational rules and procedures.
• Different approaches to customer service across industries need different skills and
knowledge, such as:
o retail shops selling tangible goods, need for detailed product knowledge and effective
selling skills
o offices, such as those offering a non-tangible service, either face-to-face with
customers, online, written or telephone customer contact
o contact centres with telephone contact with customers, time limitations
o hospitality industry, such as serving skills for food or drinks

Underlined sections of the slides are links to media such as videos.