Customer Service

Today you will gain an understanding of

customer service and the purpose of it
Starter – Buy More Customer Service
Watch this video and write on the
worksheet 5 good and 5 bad examples of
customer service.
Starter – Buy More Customer Service

•Do they do anything right?

•What could they do better?

•How would you feel having the “Buy

More” customer experience?
 Customer Service

•Research the term customer service

•Do you think customer service is

important to a successful business? Why?
 Customer Service

In groups, create a spider diagram that shows

ALL your thoughts on ‘What does Customer
Service include?’
 Customer Service
Refunds Deal with complaints
Take you to products Help people with small
Exchange children
Give you options Sales
Information Tells you if products are in
Disable access stock
Advise Orders over the phone
Help Serve you
Offer a selection of Install stuff
products Collect trolleys and park
Opening hours cars (sometimes)
 Customer Service
What types of businesses do you think have to deliver
excellent customer service?
Expensive shops: Abercrombie and Fitch, Harrods
Air Hostess
Hotels
Beauty Shop/ boutiques
Restaurants (fast, expensive)
Theme parks

Do you think customer service is more important in a

tertiary business than secondary/primary? Why?
YES because tertiary is where they interact with the
customers
 Real Life - Orange
A customer of Orange was sold a Mobile Broadband dongle and
went on a work placement to France for 2 months.

When he bought the device, he asked the sales person in the

shop if there would be any problems with it being used in
France. They said that “it would be perfect for France”.

What he wasn’t told was that Oranges roaming charges are for
£2.59 per megabyte downloaded whilst abroad.

His bill is over £8000

 Orange
The man called Orange and was told that the terms and
conditions of his contract stated the cost of the downloads
and that he should’ve read them properly.

He was also told that if he had been in the UK, the download
limit could be set and would cap his usage.

This was not available abroad as it would mean people would

have to look at his bill and this is “an infringement on
privacy”.

His bill is over £8000

 What would you do?

•You are part of the Orange Customer

Service Team.

•What would you recommend to your

manager to do about this situation? Why?
 Homework
 Provide a definition of the term customer
services

 Why do Businesses want to achieve

excellent customer services? (the
advantages of good customer service)

 Provide examples of how businesses will

deliver customer services to their
customers. This can be any wide range of
businesses and any wide range of options