1. P4
Customer Service

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

3. 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

4. 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!
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5. Presentation skills How do we present ourselves?
How should we present to others?

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

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

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

9. 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

10. Quick quiz!
Legislation
Regulation
What do they mean?

11. 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?

12. 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.

13. 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