This is a teacher-led companion PowerPoint designed to match the workbook criterion by criterion and support learners before completing written tasks.
Each section includes a discussion or activity slide that directly supports the corresponding workbook task.
Slide Coverage (Matched to Criteria)
1.1 What customer experience means (clear definition)
1.2 Benefits of high-quality customer experience
1.3 Barriers to effective customer experience
2.1 Comparing products/services from two organisations
2.2 How organisations deliver good customer experience
2.3 Role of individual staff members
2.4 Ways organisations gather customer feedback
3.1 Real-life examples of good customer service
3.2 Common customer complaints
3.3 How to respond to different customer complaints
Plenary reflection
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