A complete, ready-to-teach unit for Unit 2: Customer Service (H2Y2 75) of the SQA National 5 Travel and Tourism course. All 25 lessons are planned and resourced, so you can teach the whole unit from start to finish, covering customer service skills, products and promotion, and handling complaints.

What’s included

• 25 complete one-hour lessons covering the whole unit
• 25 editable PowerPoint lessons (362 slides in total)
• 25 student worksheets (Word), with printable cards and activity sheets
• Full teacher guidance and model answers in the slide notes
• 50 files in total, all fully editable

How the lessons work

Each PowerPoint lesson has learning objectives, a starter, teaching content built on real, sourced and up-to-date tourism data, and active tasks such as role plays, card sorts and data questions, linked to its own worksheet. The slide notes give a teacher guide, timings, model answers, and support and challenge ideas. The lessons cover Outcome 1 (establish and respond to customer needs), Outcome 2 (promote a wide range of travel and tourism products and services) and Outcome 3 (deal with a customer issue).

Assessment

The unit is internally assessed, open-book and pass/fail, so there is no exam preparation. Lesson 25 is an assessment preparation lesson with an evidence checklist mapped to every performance criterion.

Lessons in this unit

• What is customer service in travel and tourism?
• Who are our customers?
• Customers with specific needs: disabilities, families, business and overseas visitors
• First impressions: opening an interaction
• Verbal communication: tone, language and clarity
• Body language and personal presentation
• Questioning skills: open and closed questions
• Active listening
• Recognising and responding to non-verbal cues
• Exceeding customer expectations
• Closing the interaction positively
• Role play practice: the full customer interaction
• Travel and tourism products and services
• Features and benefits
• Complementary and alternative products
• Building a product information bank
• Promotional methods
• Choosing suitable promotional methods
• Create a promotion (Outcome 2 task)
• Why customers complain
• Complaints procedures
• Handling a complaint: questioning and confirming the issue
• Resolving issues realistically and the impact of good and poor service
• Complaint role plays
• Assessment preparation: evidence checklist and observed role play guidance

Written to support the SQA (Qualifications Scotland) unit specification. Not endorsed by the awarding body.

Want a free sample? Visit the Tourism Teacher website.