KS4 Curriculum Booklet 2017 - 18

Curriculum Overview KS3

Subject: Business Studies Overview effective from[date ]: September 2017

3.3.4 Good customer services

Suggested timing (hours)

Learning activities and resources

Specification content

Learning objectives

Additional guidance

3

Starter – show clip from Undercover Boss - DHL The best clip illustrating customer service is between 5–10.30 mins. Students consider the issues identified in the quality of customer service and generate ideas on how the process could be improved. Customer service role plays – students complete a role play about what would happen in each scenario and then discuss how the business could deal with the situation effectively. Show clips from The Apprentice – Series 12 Episode 8 – lots of examples of poor customer service (eg incorrect orders, promising a service not provided etc.). Students discuss the examples of poor customer service and explain how these areas could be improved. Reference – BBC Bitesize webpage on customer service Teacher led explanation of the sales process. Students research 1-2 businesses that offer after sales service. Students research how they compare in terms of level of service and what they offer. Students to explain why they offer these services. Dyson example

To analyse the techniques businesses use to provide good customer service. To understand

Methods of good service include product knowledge, customer engagement (creating a positive experience for the customer), and post sales services (eg user training,

Methods of good service

the sales process.

help lines, servicing).