Learner Pack
Skills for Customer Care
UNIT CODE- F38W 10
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© Skills Development Scotland 2013
Copyright for this pack is held by the Skills Development Scotland Co Ltd. However, tutors
have permission to use the pack and reproduce items from the pack provided that this is to
support teaching and learning processes and that no profit is made from such use. If
reproduced in part, the source should be acknowledged.
Further information regarding this Course, including the Course and Unit Specifications,
National Assessment Bank materials, Assessment Support Materials, Centre Approval and
certification, can be obtained from:
The Scottish Qualifications Authority
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G2 8DQ
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Skills for Customer Care
We all know what it is like to receive good customer care.
It’s that nice feeling we get when we are helped to select the right product, when a
repair is done properly and on time, when we are not left waiting for ages. When
people take the time to tell us what is happening.
Customer Care is not only about giving people what they want. It is also about telling
people when things are not possible and handling complaints in such a way that they
feel satisfied with what has happened even though they have not got what they
wanted.
Activity 1 – Customer Care
Think of as many words or phrases you think would be used when describing
customer care
Activity 2 – Who are your customers?
Think about who your customers are within the work placement.
Identify who is an Internal Customer and who is an External Customer.
Write them down.
Activity 3 – Good and Bad Customer Care
During the past year there will have been many occasions when you will have been
a customer for either goods or services.
Think of:
 An example of what you regard as EXCELLENT customer care

An example of what you regard as POOR customer care
For each example:
 Identify the main points that contributed to the experiences

Describe your feelings and reactions at the time

Describe your feelings and reactions now
Example 1
Excellent Customer Service
Example 2
Poor Customer Service
Briefly describe the circumstances
Briefly describe the circumstances
List the factors that contributed to this
being an excellent customer care
experience
List the factors that contributed to this
being a poor customer care
experience
My feelings and reactions at the time
My feelings and reactions at the time
My feelings and reactions now
My feelings and reactions now
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Activity 4
Take a look at the difficult situations given below. What should you do in each
situation?
1. You have a deadline to meet and are struggling to do so, as you start to get
frustrated with interruptions such as customer calls. What do you do?
2. An aggressive customer calls and demands to speak to a member of staff
who is unavailable at present. What do you say?
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3. A company call you to find out about an account, you are extremely busy and
do not have time to talk at present. What do you do?
4. There has been a delay in a company receiving paperwork you promised
them would arrive today, they phone you and are very annoyed as they
believe if they are told something it should happen. What do you say?
Activity 5 - Why Do Customers Complain?
There are a number of reasons why customers complain.
Try to think of some of the complaints your organisation or company might receive.
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Activity 6 - Telephone Skills
Unhelpful words and phrases
The following phrases and expressions are frequently used on the telephone even
though they are not very “user friendly” Can you suggest a better alternative.
What’s the problem?
You ought to………
The system’s down.
I don’t know what you mean by that.
No, I can’t help you
You need to talk to someone else
Hold, please.
I can’t do anything about it. This is
our organisation’s policy.
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Learning
To what extent do you feel you have learned from the programme? (Please ring the
score number that you feel most closely represents your views)
Learned a lot being a 6
Learned nothing being a 1
6
5
4
3
2
1
If you have rated 6, 5 or 4 please describe
a) What you have learned
b) What you intend to do with this learning when you are on work placement?
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If you have rated 3, 2 or 1, please state as fully as possible the reasons why you
gave this rating.
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