EDEXCEL BTEC Business Level 2 - Unit 4 - Principles of Customer Service Part 1 COMPLETE POWERPOINTS

This is a 40-slide PowerPoint presentation which covers the whole of the first of 4 parts of Business Level 2, Unit 4 - Principles of Customer Service.

It is designed for the EDEXCEL Specification but could be used with any students of customer service.

Please download the FREE activity sheets which accompany these PowerPoints. Search for “Level 2 activity sheets”.

The presentation covers the principles and importance of customer service in business. It starts by defining customer service as all the ways a business meets customer expectations to satisfy customers. It highlights various customer service roles, both direct (e.g., receptionists, call centre workers) and indirect (e.g., cleaners, engineers).

The presentation also discusses different types of customer service, such as face-to-face service in hotels and restaurants, and remote customer service for online businesses. It emphasises the importance of teamwork in providing good customer service and the need for consistent and reliable service.

Customer satisfaction is another key topic, with a focus on how businesses can satisfy customers through techniques like providing extra services, accuracy, and value for money. The presentation also covers the benefits of good customer service, such as increased sales, profit, and customer retention.

There are several activities throughout the presentation, including identifying customer service roles, comparing good and bad customer service experiences, and reviewing techniques for providing customer satisfaction.

This is the 1st of 4 Powerpoints which will, together, cover the whole Unit.