This document outlines a lesson plan on customer care for students. It includes 4 activities to help students understand the concept of customer care in business. The first activity has students discuss good examples of customer care they have experienced. The second activity involves a role-playing scenario at a bank. The third activity has students identify sections and functions in a bank building. The fourth activity asks students to develop questions for customers to determine their wants. The overall aims are to introduce customer care and have students demonstrate their understanding through participation and potentially developing market research questions.

1. Freelance Musician
Customer Care
chris baker
www.musicstudentinfo.com

2. Customer Care Lesson aims
To introduce the concept of customer care in business
to students.
To give students the opportunity to demonstrate their
understanding of customer care in a business.

3. Customer Care Lesson Outcomes
• All students will understand what is meant by
customer care in business and why it is important
to business.
• Students will have taken part in deciding how to
find out what customers need.
• Most students will also have developed questions
to ask customers as part of market research.
• Some students will have looked at the wider
advantages of good customer care to a business.

4. Materials Needed
• Blank paper
• Simple Questionnaire Design and Analysis from
Teachers’ Toolkit
• RBS interactive activity
• Merrill Lynch principles

5. Customer Care Activity 1
• Students discuss in pairs.
• When you have been shopping, where have you
found the best customer care?
• Class share examples to establish experience of
customer care and generate ideas to work on during
the sesson.
• E.g. help with finding the right size clothes, help
deciding on the right colour, help with ordering etc.

6. Customer Care Activity 2
• Students work in groups.
• Run through the following role-play scenario:
• Two customers together. Two bank assistants: one
assistant, one manager. Bank paying-in machine has
“swallowed” a card.
• How would you deal with the situation?
• Use the following questions to stimulate class
discussion: How did each side feel?
• Cont’d

7. Customer Care Activity 2
•
•
•
•
What do you need to know about your customers?
What about a knowledge of the law?
Is it needed?
How much?

8. Customer Care Activity 3
• Students discuss sections there are in a bank building
catering for customers.
• Students identify functions that take place in a bank.
• Record these.
• In pairs students sketch the basic shape of the
building & decide where to place each to be helpful
for customers.
• Students identify verbally or in written form why
they chose the areas they did.

9. Customer Care Activity 4 – 10mins
• Students come up with methods of finding out what
customers want.
• What questions would you ask your customers to
help you decide the layout of the bank?