Hedley’s College have put together a workbook to encourage students to reflect on their customer service experience.
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Introduce the approach or activity
This is a workbook that encourages the student to reflect on their time working in a customer service role (In this case a local Café run by the College).
The student is asked to think about what qualifies as good customer service using their own experience of working in the role. The student is also asked to think about their own strengths and how these strengths can help in the role.
At the end the student is guided to an episode of Fawlty Towers to examine examples of poor customer service.
Describe the learner cohort you have used this with?
This resource is used with students working at Entry level 2 – 3.
The Students should have experience of working in a customer service role so that they can draw on their own experiences.
Top tips and key considerations
For individual students it may be helpful to provide photographs of the environment where they have undertaken a customer service role, or images of the work they have done in the role.
If a student is struggling to draw on past experience it may be helpful for them to roleplay good and bad customer service with their support.
Be mindful of whether a student has access to a printer or video playback device.
What resources are required?
Printed workbook/computer to edit worksheets
A device to search for and watch the Fawlty Towers clips (smartphone, computer, tablet etc.)
How will you capture evidence of learning?
Work produced by students, parent/carer witness statement
