BTEC Unit B12: Communicating with Customers

Unit B12 focuses on developing students’ skills in effectively communicating with customers, both in writing and verbally, to provide excellent service and resolve issues.

Weekly Lesson Plan for Unit B12
Key Topics for Each Week
Introduction to Customer Communication
Understanding Customer Needs
Exploring Verbal Communication Skills
Improving Active Listening
Developing Written Communication Skills
Using Professional Language
Handling Customer Inquiries
Managing Difficult Conversations
Resolving Customer Complaints
Using Technology to Communicate with Customers
Creating Customer Service Guidelines
Practicing Role-Plays for Verbal Communication
Designing Templates for Written Responses
Evaluating the Impact of Communication on Customer Satisfaction
Learning from Customer Feedback
Building Empathy in Customer Communication
Managing Time in Customer Interactions
Improving Non-Verbal Communication
Preparing for a Customer Service Assessment
Final Showcase and Reflection

PowerPoints (Weeks 1–20):

Weekly presentations focusing on communication skills, customer interactions, and building empathy.
Includes objectives, activities, and discussion prompts.
Assignment Brief:

Learning Aims:
A: Understand the importance of effective communication with customers.
B: Develop and demonstrate communication skills to handle customer interactions.
Tasks will involve role-plays, written responses, and creating guidelines.
Student Workbook:

Includes guided activities and templates for:
Practicing verbal and written communication.
Role-playing customer interactions.
Reflecting on communication skills and feedback.
Teacher Task Sheets:

Assessment tools for evaluating students’ communication skills in various scenarios.