1. What elements of good customer service can you identify in this photo?

2. LESSON OUTCOME  Have passed P1, P2, P4 and P5 (and a bit of P3) by Friday  Understand what the effect of customer service has on a business

3. WHAT IS THE EFFECT OF CUSTOMER SERVICE Building a good reputation by Increased profit Retention of customers New customers Job satisfaction and motivation Increased sales Extension: Who knows what a competitive advantage is? Task in your books: Write your own paragraph explaining the effect of customer service on a business. You must include as many of these key phrases as possible.

4. THE EFFECT OF CUSTOMER SERVICE My business has built a good reputation by satisfying our customers, abiding by our legislations and providing a competitive advantage. This has helped us bring in new customers and helped to retain our existing customers. In turn this will increase our sales and it will hopefully increase our profit level too.

5. P3/P4 - LEGISLATIONS  Definition  Punishment  Example of how your business will implement that legislation  How this protects the customer  Final paragraph should explain the impact/ effect of the legislations overall

6. COMMON MISTAKES  You HAVE to write in full paragraphs!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  That means NO BULLET POINTS  Delete my prompt questions  Only use black font

7. P1 – DESCRIBE THE DIFFERENT TYPES OF CUSTOMER SERVICE  DIRECT OR  Staff that have direct involvement and customer contact  INDIRECT  Staff that do not make contact with the customer and are usually in the background  FACE TO FACE  So you can see the service deliver and are speaking to them directly  FRONT LINE  The first person a customer comes into contact with  REMOTE  Use email, Skype, phone or other online methods of contact to provide customer service. This means customer do not have to go into the store. Example include Amazon, call centres.

8. P2 – CONSISTENT AND RELIABLE CUSTOMER SERVICE  Generally good piece of work  Examples specific to your chosen business

9. MERIT WORK - SUPERMARKETS  M1 – Compare how two selected businesses satisfy their customers  M2 – Explain how a selected business attempts to exceed customer expectations

10. MERIT WORK  Choose two businesses that you are going to compare  How does your business you provide customer satisfaction?

11. EXCEEDING CUSTOMER SERVICE  To the delight of customers rather than just satisfying them  Choose one of the two businesses you compared in M1 and exaplin how that business can go one step further to exceed customer expectations  etaher.312@lfglmail.org

12. DISTINCTION WORK D1 - Assess the effect of providing consistent and reliable customer service on the reputation of a selected business  Continuation of M2

13. THE EFFECT OF CUSTOMER SERVICE My business has built a good reputation by satisfying our customers, abiding by our legislations and providing a competitive advantage. This has helped us bring in new customers and helped to retain our existing customers. In turn this will increase our sales and it will hopefully increase our profit level too.

14. ACHIEVEMENT AWARDS – UNIT 1  Danielle  Samia  Tahera  Sinthiya  Daniel  Lucija  Aaron  Alex  Tyler

15. ACHIEVEMENT AWARDS – UNIT 4  Alex  Oni  Samia  Aaron  Amani  Lucija  Bernice  Jamal  Emilie  Denzel