P4 Customer Service

Lesson Objectives Understand why businesses must comply with legislative and regulatory customer service requirements. Recognise legislative and regulatory requirements.

Groups – People in bold are Group Leaders ABRHAMS, Nathan AMBLER, Evan AMOS, William BROOM, Scott MCKINNON, Joshua COOK, Cameron FOSTER, Luke HOSSAIN, Tommy TAYLOR, Bethany KENNY, Kieran    KNOWLES, Courtney LIDDLE, Daniel PAYNE, Katie

What should go on a PowerPoint? Bullet point the key points. Use the notes section at the bottom for extra info. Sensible fonts and sizes. Sensible backgrounds. Don’t use complicated language! yfotudoyuvoutfotu

Presentation skills How do we present ourselves? How should we present to others?

Presentation Skills What skills are needed to deliver good customer service? Personal Presentation Body Language Work area/ equipment

Interpersonal Skills What skills are needed to deliver good customer service? Attitude Behaviour First Impressions

Communication Skills What skills are needed to deliver good customer service? Tone of voice Pitch Language Pace Listening skills

What laws are there and how do they affect customer service? The Health and Safety at Work Act The Sale of Goods Act The Supply of Goods and Services Act The Data Protection Act The Equality Act

Quick quiz! Legislation Regulation What do they mean?

Task – P4 + P3 Lesson Objective: Understand how legislative and regulatory requirements can affect customer service. You must create a PowerPoint that covers all 5 pieces of legislation explaining how they affect customer service in Asda. Slide 1 – title – P4 Laws and Customer Service Slide 2 - The Health and Safety at Work Act Slide 3 - The Sale of Goods Act Slide 4 - The Supply of Goods and Services Act Slide 5 - The Data Protection Act Slide 6 - The Equality Act Slide 7 - What would happen to Asda if they didn’t follow these pieces of legislation? When finished, please write an essay, in Word, answering the following question: How does following legislation and regulatory requirements (laws and rules), help a business deliver consistent and reliable Customer Service? (P3) Progress Board Answer each of these for each act!: 1. What is the aim of the Act? 2. What must Asda do to comply? 3. How can this affect Customer Service at Asda?

Task – M3 Lesson Objective: Understand how legislative and regulatory requirements can affect customer service. You will need to analyse how much each piece of legislation and regulatory requirements AFFECTS the customer service delivered by ASDA. You should comment on how each one makes a difference to how they treat/look after their customers. You will need to say which one has the most impact and why as well as which one has the least impact and why. Progress Board Compare the impact of legislative and regulatory requirements affecting customer service on a selected business.

Task – D1 Lesson Objective: Understand how legislative and regulatory requirements can affect customer service. Assess the effect of providing consistent and reliable customer service on the reputation of a selected business. Look at ASDA and talk about how providing consistent and reliable customer service can be a good or a bad thing to their reputation. Think about all the things that can be good for them and their customers if they get it right, as well as all the bad things if it goes wrong! Progress Board