SEO Title

BTEC Level 1 Introductory Business Unit B12 | Communicating with Customers | PowerPoint + Workbook Bundle

Description

A practical 2-resource teaching bundle for Pearson BTEC Level 1 Introductory in Business – Unit B12: Communicating with Customers.

Combines a 28-slide PowerPoint with a 19-page editable Word student workbook to develop customer communication, professional behaviour and problem-solving skills.

Supports both learning aims of this internally assessed, 40-GLH unit.

Resource 1 – PowerPoint | 28 Slides

• Customer service and professional communication
• Product and service knowledge
• Verbal and non-verbal communication
• Active listening and questioning techniques
• Communicating with customers with additional needs
• Telephone customer service
• Identifying and resolving customer problems
• Complaints, returns and refunds
• LAST complaint-handling model
• Six role-play scenarios and observation checklist
• Assessment guidance and self-assessment

Resource 2 – Student Workbook | 19 Pages

• Editable Word document
• Customer needs and expectations
• Verbal, written and non-verbal communication
• Face-to-face, telephone and digital interactions
• Professional behaviour and customer relationships
• Listening, questioning and appropriate responses
• Structured activities for practical learning

Learning aims supported:

A – Communicate with Customers: Develop appropriate communication skills and apply them to realistic customer interactions.

B – Solve Customer Problems: Identify customer issues, respond professionally and review effectiveness.

Why choose this bundle?

• PowerPoint teaching plus workbook practice
• Practical customer service and employability skills
• Role-play activities and assessment support
• Suitable for classroom and independent learning
• Save approximately 29% compared with buying separately

Ideal for BTEC Level 1 Business, vocational education, KS4, further education and customer service training.

SEO Keywords

BTEC Level 1 Introductory Business, Pearson BTEC Unit B12, Communicating with Customers, customer service bundle, customer communication, customer service PowerPoint, editable Word workbook, active listening, questioning techniques, verbal communication, non verbal communication, telephone skills, complaint handling, problem solving, role play, employability skills, vocational business

Copyright

© 2026 Coffee Owed. All rights reserved.

Independent resource supporting Pearson BTEC Level 1 Introductory in Business Unit B12. Not produced, approved or endorsed by Pearson. Qualification names identify curriculum relevance only.

Original explanations, activities and designs remain the creator’s intellectual property. Third-party materials retain their respective rights.

Short footer: © 2026 Coffee Owed. Independent BTEC Level 1 resource. Not affiliated with Pearson.