Customer Care

• Suitable for all students studying Customer Care as part of their course
• Takes place on site
• Lasts approximately 4 hours, including lunch break
• Photocopiable handouts and suggested preparatory tasks are provided

The course starts with a session giving an insight into the ‘Focus on Customers’ training which the National Trust provides for its staff and volunteers. Techniques such as direct teaching, role play, group tasks and brainstorming are used.

The students are then given a task to carry out on the property requiring them to examine the range and quality of customer service provision.

Later, the practical task is reviewed and we look at how customer care is monitored. Examples of evaluation and monitoring used at the property are included in the teacher pack.

Bespoke sessions

We can provide bespoke sessions to contribute to studies in various areas of the curriculum for Key Stage 4 and beyond. Here are two case studies.

GCSE in Applied Business
Unit 1: Investigating Business

Ripon College compared and contrasted us with another local business – a bank.

Using the Assessment Evidence outline (supplied by the teacher), a talk and supporting resource pack were given to the students. The pack included pointers to where and how they could access further information to reach Level 3.

HND in Travel and Tourism Management
Unit: Heritage Management

For the Department of Management, Hospitality and Leisure Studies at Bradford College, we delivered a site tour with discussion related to requested specifics on Heritage Interpretation at Fountains Abbey. A supporting pack was prepared for the students. The tutor was delighted with the content of both the talk and the pack, and appreciated the flexibility we were able to bring to the session.