Btec Unit 3


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Btec Unit 3

  1. 1. BTEC Unit 3 Introducing Customer Service
  2. 2. BTEC Hosp, Travel and Tourism Unit 3 – Introducing Customer Service <ul><li>About this unit: </li></ul><ul><li>The unit is about customer service and will give you the opportunity to develop communication skills and to show them in practice. You will learn how to create a positive impression of yourself and your organisation. </li></ul><ul><li>Learning Outcomes – to pass this unit will need to be able to do the following: </li></ul><ul><li>  </li></ul><ul><li>1.       Describe different types of customers, their needs and expectations. </li></ul><ul><li>  </li></ul><ul><li>2.       Prepare yourself and your work area for customer service. </li></ul><ul><li>  </li></ul><ul><li>3.       Demonstrate good communication skills. </li></ul><ul><li>4. Provide good care and service to your customer. </li></ul>
  3. 3. Unit 3 – Introducing Customer Service  Assessment: <ul><li>This unit is assessed by a portfolio of evidence. This means that your teachers will set you activities with deadlines and will mark your work according the exam boards guidelines. The marking is then checked by the exam board (Edexcell). </li></ul>
  4. 5. What is Customer Service <ul><li>1. Complete the quiz on Channel 4 – </li></ul><ul><li>Read through the learning outcomes of this unit and print out a copy for your folder. </li></ul><ul><li>Complete the mix and match activity to learn about what customer service. </li></ul><ul><li>Complete ‘good bad customer service table’ in resources area by cutting and pasting the statements into the correct column. Print out a copy for your folder. </li></ul><ul><li>Complete ‘Experiences of Customer Services’ table. </li></ul>
  5. 6. Why is Customer Service Important at Virgin Atlantic? <ul><li>Using the ‘leisure and tourism’ ‘vgcse’ resource from the programmes menu, select unit 3 customer service and then the Virgin Atlantic case study. </li></ul><ul><li>Complete the first learner activity to find out what customer service means to Virgin Atlantic. Print out a copy of your work for your folder. </li></ul>
  6. 7. DIRECT CONTACT: <ul><li>Good customer service is more than simply smiling at the right time or uttering a few pleasantries. </li></ul><ul><li>Many people don't appreciate being told to 'have a nice day' at the end of their purchase, for example. Some shops even request that employees ask customers 'How are you today?' These expressions are just as likely to irritate customers as they are to appeal to them. </li></ul><ul><li>A person with good customer service skills must be able to judge the appropriateness of the comments that they make to their customers. </li></ul>
  7. 8. Customer Service – Direct Contact Role Play <ul><li>You are a hotel manager. How would you react to the following customers when they ask for their room key? </li></ul><ul><li>A young woman who seemed very upset and was crying </li></ul><ul><li>A middle-aged man who whistled up to reception with a spring in his step </li></ul><ul><li>An old man who seemed unsure of his room number </li></ul><ul><li>An old friend you used to go to school with </li></ul><ul><li>With a partner, discuss appropriate and inappropriate ways of addressing and helping these people. Create a role-play to illustrate this. </li></ul>
  8. 9. The effects of poor customer service <ul><li>1. Make sure you know what customers need from customer service – e.g. information, to purchase goods or services, routine and non-routine enquiry. You also need to know the difference between primary (to buy a holiday)and secondary needs (advice). </li></ul><ul><li>2. Use the leisure and tourism vgcse resource again but this time complete the ‘effects of poor customer service at Virgin Atlantic’ activities. </li></ul>
  9. 10. Different Types of Customers <ul><li>You need to know that different types of customers exist and that they need different things. </li></ul><ul><li>1. Use the GCSEASE resource and select ‘’different types of customers’. Use this information to answer the questions on the worksheet ‘Different Types of Customers’ in the resources area. </li></ul><ul><li>2. Using the vgcse resource choose between Longleat or the hotel and complete the learner activity on customer needs for either case study. </li></ul><ul><li>3. Select the Virgin Atlantic case study and complete the role play scenarios on different customer needs. </li></ul>
  10. 11. Preparing yourself and your area for customer service <ul><li>Brainstorm the reasons why customer service is important – this should be a recap. </li></ul><ul><li>Using the ‘Making an Impression’ question sheet in the resources area, guess the answers before the teacher tells you the actual answers. </li></ul><ul><li>Use the GCSEASE website to research how we prepare ourselves for customer service. Use this information to produce a guidance leaflet or powerpoint for new staff at a restaurant, include: attitude, presentation, dress code, posture and body language, personal space, 1 st impressions. </li></ul><ul><li>Think carefully about what you will need to be aware of when you take part in your customer service activity at Lewisham hospital. </li></ul>
  11. 12. Communication Skills <ul><li>Complete the mix and match ‘types of communication’ activity in the resources area. </li></ul><ul><li>Open up the ‘examples table’ (in resources area) and read the examples given for each type of communication – try to add 1 more of your own for each type. </li></ul><ul><li>Complete ‘good customer service examples’ activity in resources area. </li></ul>
  12. 13. Customer Service at Bromley Court Hotel <ul><li>You will be visiting Bromley Court Hotel to explore how they provide customer service. </li></ul><ul><li>Print out the activity sheets to take with you on the trip and find the hotels website to find out its size, location and the different types of functions they provide. </li></ul>
  13. 14. Customer Service Assessment Activity at Lewisham College <ul><li>Prepare for your customer service assessment activity by looking over your work so far and thinking carefully about how to prepare yourself for providing good customer service. </li></ul><ul><li>After the activity use the guidelines to write up your evidence. </li></ul>