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Customer Service in partnership with Tesco
We have worked in partnership with Tesco to bring you the resources they use for training their colleagues in customer service. Explore the session plans, resources and workbooks below to support your group through this unit.
Session Plans
- Session Plan 1 - What is Customer Service? (docx, 768kb)
- Session Plan 1 - What is Customer Service? CYM (docx, 770kb)
- Session Plan 2 - Understanding Customer Service (docx, 775kb)
- Session Plan 2 - Understanding Customer Service CYM (docx, 776kb)
- Session 3 - Putting Customer Service into Practice (docx, 766kb)
- Session 3 - Putting Customer Service into Practice CYM (docx, 766kb)
Workbooks
- Workbook Entry Level 3/SCQF Level 3 (pdf, 437kb)
- Workbook Level 1/SCQF Level 4 (pdf, 469kb)
- Workbook Level 2/SCQF Level 5 (pdf, 455kb)
Additional Resources
- Send Your Customers Home Happy (pdf, 1018kb)
- First Impressions (pdf, 362kb)
- Confident Conversations (pdf, 351kb)
- Colleague Service Temperature Check (pdf, 693kb)
Tracking Sheets
The following tracking sheets are relevant for all areas of this unit.
- Customer Service Tracking Sheet Entry Level 3 (docx, 754kb)
- Customer Service Tracking Sheet Level 1 (docx, 754kb)
- Customer Service Tracking Sheet Level 2 (docx, 754kb)
Tracking Sheets (Scotland Only)
- Customer Service Tracking Sheet Level 3 (docx, 754kb)
- Customer Service Tracking Sheet Level 4 (docx, 754kb)
- Customer Service Tracking Sheet Level 5 (docx, 754kb)
Tracking Sheets (Welsh Version)
- Customer Service Tracking Sheet Entry Level 3 (doc, 808kb)
- Customer Service Tracking Sheet Level 1 (doc, 810kb)
- Customer Service Tracking Sheet Level 2 (doc, 814kb)
Please note: using these materials may help to evidence learners’ achievements for the qualification; however, it is a centre's responsibility to ensure all evidence produced meets the required learning outcomes and assessment criteria.
