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Curriculum Overview KS3
Subject:
Business Studies
Overview effective from[date
]:
September 2017
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.
1
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.
Dangers of poor
customer service
To understand
the dangers of
poor customer
service.
Dangers of poor
customer service
include dissatisfied
customers, poor
reputation via word
of mouth and a
reduction in
revenue.
1
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.
Customer service case study and materials –
Morrisons
Complete question 2c) 5 marks Paper 1 June 2013.
The ways in which
advances in ICT
have allowed
customer services
to develop
To understand
the reasons why
advances in ICT
have allowed
customer
services to
develop.
Reasons include
advances in
websites, e-
commerce, and
social media.
1
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.