Suggested Resources – Customer Service

The following support materials have been collated from third party websites to help your delivery of customer service qualifications. Whilst we have provided suggested levels and usage, you should check the resources are appropriate for your learners and learning outcomes before using.

• http://www.osbornebooks.co.uk/files/as_app__bus_dbl_chapter_24.pdf – Sample chapter from Osborne Books related to Customer Service
• https://www.skillsworkshop.org/contextual?op=or&tid_depth%5B%5D=949 – Embedded literacy and numeracy activities within a customer service or retail context
• https://www.youtube.com/watch?v=9qEgeS_v4ls

  https://www.youtube.com/watch?v=DSEgbQJ0DvE – Short videos about the importance of internal customers

• https://prezi.com/xj-bzqa5-1a_/characteristics-of-challenging-customers/ – Presentation about how to deal with challenging customers
• https://xtlearn.net/S/2078 – Interactive learning resource about how to deal with an angry customer
• https://www.youtube.com/watch?v=ZzYZZgGS3hE – TV programme looking at customer service and how it can help to build a brand
• https://www.futuresimple.com/blog/foster-customer-loyalty-marketplace/ – Article about building customer loyalty
• https://www.instituteofcustomerservice.com/media-centre/glossary – Glossary of terms related to customer service
• https://www.trainingcoursematerial.com/free-training-articles/communication-skills/overcoming-barriers-to-communication – Article related to communication and how to overcome barriers to communication
• http://www.hse.gov.uk/toolbox/ – Hints and tips from the Health and Safety Executive
• https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/284442/oft1008.pdf – Consumer Protection leaflet from the Government
• https://www.youtube.com/watch?v=bZXDGQSuF9I – Short video about how to solve problems in 7 steps
• https://www.youtube.com/watch?v=9oywp2qRRyc – Short video demonstrating poor customer service
• https://www.tutor2u.net/business/reference/organisational-structure-basics – Article related to organisational structures
• https://www.tutor2u.net/business/reference/external-environment-introduction – External influences on a business
• https://www.tutor2u.net/business/reference/leadership-management-styles-revision-quiz – Level 3 Quiz related to leadership and management styles
• http://www.aproposltd.com/free/customerserviceworkbook – Free customer service workbook
• https://www.moneyinstructor.com/customerservice.asp – A range of lesson plans and resources on many aspects of customer service
• http://ripleyslondon.com/groups-schools/schools/school-resources/ – Teaching pack from Ripleys London around Customer Service
• https://www.businesstrainingworks.com/training-resources/five-free-customer-service-training-games – Five customer service training games
• http://www.excellencegateway.org.uk/content/etf965 – A customer service module from the Retail course on the Excellence Gateway
• https://www.citizensadvice.org.uk/work/rights-at-work/ – Website from Citizens Advice giving advice on rights at work

Please note: Gateway Qualifications is not responsible for the content of third party websites and, whilst we check external links regularly, the owners of these sites may move or remove documents at any time.