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Student worksheets - 213 Pages

Printable and fillable versions included

Teaching slides

Extra files for students

See a sample here

Learning outcomes covered:

1. Explain the principles of customer service

2. Outline the importance of quality customer service

3. Distinguish between internal and external customers

4. Outline the role of communications in customer service

5. Identify key customer service activities within a work, social or voluntary environment

6. Identify the key roles of a range of individuals involved in providing customer service

7. Assume responsibility for dealing with customer complaints in a range of situations

8. Use with confidence the personal and practical skills required to carry out customer service interactions and responsibilities

9. Use the procedures, information sources and documentation associated with customer service

10. Provide effective customer service

11. Participate in group or team based activities that contribute to effective customer care