A fully resourced, print-and-teach unit on Customer Service and Communication for Year 10-11 GCSE Business. Shared completely free — please leave a review to help other teachers find it.

This bundle includes 5 files:

37-Slide PowerPoint Presentation — five complete lessons with a distinctive teal and charcoal design, learning objectives, key term slides, worked examples, the 5-step complaint handling process, communication types grid, KPI chart analysis and exit ticket plenaries.

Unit Plan (Word) — full scheme of work with unit intent, lesson breakdown table, big questions, differentiation and SEND guidance, cross-curricular links and teacher notes.

Student Workbook (Word) — 14-page combined worksheet booklet covering all 5 lessons: key term activities, good/poor service sort, SOLER model table, complaint scenario practice, digital channel comparison, NPS calculations and a full improvement plan template.

End-of-Unit ÌÇÐÄVlogt (Word) — exam-style 50-mark test across 4 sections with case studies including BrightBank and StyleBox, NPS calculation, extended writing and a 9-mark evaluation question.

Mark Scheme (Word) — full teacher answers with model responses, level descriptors, method marks and marking guidance notes.

5 lessons covered:
L1 What is Customer Service | L2 Communication Skills | L3 Complaints and Service Recovery | L4 Digital Customer Service | L5 Measuring and Improving
Suitable for GCSE Business Studies across AQA, Edexcel, OCR and WJEC. Fully editable.