1. Starter – watch the following video
Write on your whiteboards
How do you think the customer would rate the service?
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2. Customer Satisfatcion
GCSE Business Studies
Customer Satisfatcion
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3. Learning Objectives by the end of this lesson students….
Will be able to evaluate the role of customer satisfaction on repeat business
Evaluation ~ GCSE Grade A*
Will be able to propose methods to improve customer satisfaction
Synthesis~ GCSE Grade A
Will be able to analyse the importance of customer service
Analysis ~ GCSE Grade B
Will be able to demonstrate understanding by using examples/cases
Application ~ GCSE Grade C
Will be able to explain repeat business
Comprehension ~ GCSE Grade D
Will be able to recall key terms customer satisfaction and customer service
Knowledge ~ GCSE Grade E
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4. Theory
Notes
Customer Service
Experience that a customer gets when dealing with a business and the extent to which that experience meets and exceeds customer needs and expectations
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5. Customer Service Way a customer is treated Quality of products
Theory
Notes
Customer Service
Way a customer is treated
Quality of products
Knowledge of staff
How a customer is greeted
How the business deals with customers after they have bought the product
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6. Customer Satisfaction
Theory
Notes
Customer Satisfaction
A measure of how much products meet customer’s expectations
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7. Customer Satisfaction
Theory
Notes
Customer Satisfaction
Customers talk about how they are treated
Satisfied customers will buy again
Dissatisfied customers might not buy from the business again
Word of mouth – customers will talk about their experience
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8. Theory
Notes
Repeat Business
Orders or sales that occur from customers who have bought the product or service in the past
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9. Theory
Notes
Repeat business
This can be done through a variety of ways some of which include:
Cheaper prices
Convenience
Fast deliveries
Promotions for existing customers
Good after-sales service
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10. Benefits of customer service
Theory
Notes
Increased sales – more likely to try out other products/services too
Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family
Enhanced public image – helps build a brand and provides protection if there is a slip- up in customer service
More effective workforce – satisfied customers help create a positive working environment
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11. Against the Clock
You have 5 minutes in groups (before the sand runs out!) to write on your whiteboards:
Benefits of customer service
How customer satisfaction links to repeat business
Now Feedback to class

12. Task
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13. Task What do you know about Ryanair?
What are the views of the customer?
Do you think they provide good customer service?
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15. Task
In groups you need to come up with a plan on how Ryanair can improve its customer satisfaction
Why will it be important that Ryanair take this into account?
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16. Progress Arrow Watch the video
What can banks do to ensure satisfied customers?
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17. Homework – Due tomorrow
Find two items you own, one you must love, the other must be something you are not keen on.
Describe your satisfaction levels with each item
Explain why you feel this way
30 minute time limit
Beauchamps High School

18. Learning Objectives by the end of this lesson students….
Will be able to evaluate the role of customer satisfaction on repeat business
Evaluation ~ GCSE Grade A*
Will be able to propose methods to improve customer satisfaction
Synthesis~ GCSE Grade A
Will be able to analyse the importance of customer service
Analysis ~ GCSE Grade B
Will be able to demonstrate understanding by using examples/cases
Application ~ GCSE Grade C
Will be able to explain repeat business
Comprehension ~ GCSE Grade D
Will be able to recall key terms customer satisfaction and customer service
Knowledge ~ GCSE Grade E
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