KS4 Curriculum Booklet 2017 - 18

Curriculum Overview KS3

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

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Crossword on production and customer service Linking to the research task in the last lesson recap why businesses offer after sales service. Why do businesses worry about offering good customer service – Telegraph article on the best customer service – link to Amazon. Why is Amazon currently the number one business for customer service? What do they offer? How has it benefitted them? Consider the value and services offered by Amazon prime. Complete question 3b) 4 marks Paper 1 June 2016. Starter – show examples of poor reviews from trip advisor ( example ) Students research examples of businesses that have are seen as having poor customer service – Telegraph article on the best and worst customer service Students list the main consequences for these businesses of poor customer service.

Benefits of good customer service

To understand the importance of providing good service to customers.

Benefits of good customer service include increase in customer satisfaction, customer loyalty, increased spend and profitability. Dangers of poor customer service include dissatisfied customers, poor reputation via word of mouth and a reduction in revenue. Reasons include advances in websites, e- commerce, and social media.

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To understand the dangers of poor customer service.

Dangers of poor customer service

Customer service case study and materials – Morrisons Complete question 2c) 5 marks Paper 1 June 2013.

To understand the reasons why advances in ICT have allowed customer services to develop.

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Starter – recap quiz on production terms Read article on five ways technology can improve customer service Students discuss their use of social media – how does this impact customer service? Good resource to base discussions.

The ways in which advances in ICT have allowed customer services to develop