Students research 1-2 businesses that offer after sales service. Students research how they compare in terms of level of service and what they offer. Students to explain why they offer these services. Benefits of good To understand Benefits of good 1 customer service the importance customer service Linking to the research task in the last lesson why businesses offer after sales of providing good include increase in Dangers of poor service. service to customer customer service Why do businesses about offering good customer service link to Amazon. customers. satisfaction, – – Why is Amazon currently the number one business for customer service? What do customer loyalty, To understand they offer? How has it benefitted them? Consider the value and services offered by increased spend the dangers of Amazon prime. and profitability. poor customer Complete question 3b) 4 marks Paper 1 June 2016. service. Dangers of poor customer service Show examples of poor reviews from trip advisor () include dissatisfied Students research examples of businesses that have are seen as having poor customers, poor customer service reputation via word – of mouth and a Students list the main consequences for these businesses of poor customer reduction in service. revenue. Customer Service case study and materials – Complete question 2c) 5 Paper 1 June 2013. The ways in which To understand Reasons include 1 Starter – advances in ICT the reasons why advances in Read have allowed advances in ICT websites, Students discuss their use of social media how does this impact customer customer services have allowed and – service? to base discussions. to develop customer social media. services to develop.
Students research 1-2 businesses that offer after sales service. Students research how they compare in terms of level of service and what they offer. Students to explain why they offer these services. Benefits of good customer service Dangers of poor customer service To understand the importance of providing good service to customers. To understand the dangers of poor customer service. Benefits of good customer service include increase in customer satisfaction, customer loyalty, increased spend and profitability. Dangers of poor customer service include dissatisfied customers, poor reputation via word of mouth and a reduction in revenue. 1 Linking to the research task in the last lesson why businesses offer after sales service. Why do businesses about offering good customer service – – link to Amazon. Why is Amazon currently the number one business for customer service? What do they offer? How has it benefitted them? Consider the value and services offered by Amazon prime. Complete question 3b) 4 marks Paper 1 June 2016. Show examples of poor reviews from trip advisor () Students research examples of businesses that have are seen as having poor customer service – Students list the main consequences for these businesses of poor customer service. Customer Service case study and materials – Complete question 2c) 5 Paper 1 June 2013. The ways in which advances in ICT have allowed customer services to develop To understand the reasons why advances in ICT have allowed customer services to develop. Reasons include advances in websites, and social media. 1 Starter – Read Students discuss their use of social media – how does this impact customer service? to base discussions.
AQA-8132-SOW-2YR.DOCX