Principles of customer service

AC 1.1 - Principles of customer service

First Impressions

Activity 1

Having watched the video clips showing different types of body language and attitudes on the previous page, can you now demonstrate positive and negative body language?

Work in pairs or small groups.  Let one person be the employee and see if the other members of the group can guess what attitude they are trying to show.  The word bank below might help. 

  • Helpful
  • Friendly
  • Disinterested
  • Agressive
  • Bored
  • Over-friendly
  • Arrogant

Activity 2

Write two short scripts between a customer and an employee in a restaurant.  In one the employee is helpful and in the other the employee is less helpful.

Activity 3

Study the website of a local hotel, looking at the hotel’s facilities and prices.  When you have done this, work with a partner to develop a script for a telephone conversation with a customer who calls the hotel.  The customer is not sure what type of room they will require and know nothing about the hotel.

Receptionist:  Good morning, the Imperial Hotel

Customer:  Hello, I need to book a room for next Tuesday.  I’m nearly 80 years old and don’t understand the internet thing.  I’m attending my friend’s funeral the next day.

Receptionist:   ???.....

You could make a recording of your script.