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Curriculum Overview KS3
Subject:
Business Studies
Overview effective from[date
]:
September 2017
3.3.4 Good customer services
Specification
content
Learning
objectives
Additional
guidance
Suggested
timing
(hours)
Learning activities and resources
Methods of good
service
To analyse the
techniques
businesses use
to provide good
customer
service.
To understand
the sales
process.
Methods of good
service include
product knowledge,
customer
engagement
(creating a positive
experience for the
customer), and
post sales services
(eg user training,
help lines,
servicing).
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