Blackpool Skills Academy
Business and Customer Service Curriculum Overview
A 39-week spiral curriculum developing business knowledge, professional communication, customer service and workplace readiness.
Customer service in practice
Great service is more than being polite
Customer service is the way a business communicates with, supports and responds to the people who use its goods or services.
Strong customer service involves listening carefully, understanding what the customer needs, communicating clearly and taking appropriate action. Sometimes this means answering a straightforward question. At other times, it means resolving a problem, asking for clarification or knowing when an issue should be passed to somebody with greater responsibility.
This Indeed video introduces practical customer-service skills and shows how professional behaviour, communication and problem-solving can shape a customer's experience of a business.
Watch the video and consider what makes a customer feel heard, respected and confident in the service they receive.
Our curriculum model
Learning how businesses work and serve customers
Business knowledge with practical application
The curriculum develops knowledge of businesses, their purposes, roles and activities alongside professional communication and customer-service skills.
Every student receives the core Business and Customer Service curriculum. Students choosing the NOCN qualification study the same content at greater depth through additional supervised teaching, practice and portfolio development.
Learning is applied through business examples, workplace communication, customer scenarios, role-play, written tasks and structured problem-solving.
- Business purposes
- Goods and services
- Business types and sectors
- Customer needs
- Workplace roles
- Professional communication
- Customer interactions
- Service procedures
- Problem-solving and escalation
- Written and digital communication
Students revisit communication, responsibility and customer needs throughout the year. Expectations increase from recognising simple business ideas towards responding independently to realistic customer situations.
Optional qualification pathway
NOCN Business and Customer Service
Students choosing the qualification pathway complete the same curriculum at qualification depth and compile internally assessed portfolio evidence. Practical communication may be assessed through tutor observation, with evidence subject to the academy's internal quality-assurance arrangements.
The learning journey
Progression Through Stages
Stage 1
Recognise and Identify
Recognise businesses, goods, services, customers and appropriate communication.
Supported recognitionStage 2
Describe and Explain
Describe business types, purposes, roles and routine customer situations.
Guided explanationStage 3
Apply Professionally
Apply business knowledge and communication skills in realistic workplace scenarios.
Practical applicationStage 4
Evaluate and Improve
Evaluate business decisions, customer responses and evidence, improving performance through feedback.
Professional judgementStage 5
Respond Independently
Handle customer situations professionally and demonstrate workplace and qualification readiness.
Industry readinessThe 39 week programme
Curriculum Overview
Autumn 1
Foundations of Business
How do businesses communicate effectively and meet the needs of their customers?
During this half term, students are introduced to the purpose of businesses, the goods and services they provide and the importance of professional communication. They begin developing the knowledge, skills and behaviours expected within modern workplaces by exploring how businesses operate, identifying different types of organisations and practising effective communication with customers and colleagues. Learning is rooted in realistic business scenarios, preparing students for progression into vocational study, apprenticeships and employment.
| Week | Topic | Stage 1 | Stage 2 | Stage 3 | Stage 4 | Stage 5 |
|---|---|---|---|---|---|---|
| 1 | Induction, Baseline and Professional Communication | Recognise professional behaviours, appropriate language and workplace expectations when communicating with customers and colleagues. | Demonstrate polite greetings, active listening and clear verbal communication during structured workplace activities. | Apply professional communication confidently during realistic workplace scenarios whilst maintaining appropriate behaviour and presentation. | Adapt communication style to suit different workplace situations, colleagues and customers, reflecting on effectiveness. | Demonstrate consistently professional communication, behaviour and attitude that reflects the standards expected within customer-facing employment. |
| 2 | What Is a Business? | Identify that businesses provide goods or services to meet customer needs and recognise familiar examples. | Describe the purpose of different businesses using correct business vocabulary and simple examples. | Explain how businesses meet customer needs by providing appropriate goods or services within different sectors. | Compare different types of businesses, explaining how their purpose, customers and objectives may differ. | Evaluate the role businesses play within society, considering customer needs, employment and economic contribution. |
| 3 | Examples of Businesses | Identify local and national businesses and recognise the products or services they provide. | Describe what different businesses do and identify their likely customers. | Compare businesses operating within different sectors, explaining similarities and differences in their activities. | Analyse how business size, location and sector influence the way organisations operate. | Evaluate a range of businesses by considering customer focus, reputation, commercial success and community impact. |
| 4 | Goods, Services or Both? | Identify examples of goods and services provided by familiar businesses. | Distinguish accurately between goods and services using appropriate business examples. | Classify businesses according to whether they provide goods, services or a combination of both, explaining decisions. | Analyse why many successful businesses combine goods and services to improve customer satisfaction and competitiveness. | Evaluate different business models by considering how goods and services contribute to customer experience and commercial success. |
| 5 | A Business and What It Provides | Identify a named business and describe the main product or service it provides. | Describe how a business meets the needs of its customers through its products or services. | Explain how businesses adapt products or services to meet the needs of different customer groups. | Analyse how customer expectations influence business decisions, product development and service delivery. | Evaluate how effectively a business meets customer needs using evidence to justify conclusions and suggest improvements. |
| 6 | Why Clear Communication Matters | Recognise examples of clear and unclear communication within a business environment. | Explain why effective communication improves teamwork, safety and customer satisfaction. | Apply clear verbal and written communication during realistic workplace and customer service activities. | Analyse the consequences of poor communication on customers, colleagues and business performance. | Evaluate workplace communication critically, recommending professional improvements that enhance customer experience and organisational success. |
Autumn 2
Businesses in the Community
How do different types of businesses meet the needs of customers and communities?
During this half term, students build on their understanding of business foundations by exploring different business types, sectors and the role businesses play within their local community. They investigate how organisations provide goods and services, compare businesses across different industries and develop their confidence in communicating business information using both written and digital methods. Learning remains rooted in realistic local examples, helping students connect business theory with the organisations they encounter every day.
| Week | Topic | Stage 1 | Stage 2 | Stage 3 | Stage 4 | Stage 5 |
|---|---|---|---|---|---|---|
| 7 | Business Basics Review | Recall the purpose of businesses, identifying examples of goods, services and professional communication. | Explain how businesses meet customer needs using accurate business vocabulary and examples from previous learning. | Apply business knowledge confidently to explain how different organisations operate and communicate effectively. | Analyse similarities and differences between businesses, justifying explanations with evidence from previous topics. | Evaluate how successfully businesses meet customer needs by drawing together knowledge from the first half term. |
| 8 | Types of Businesses | Identify common business types including retail, service and manufacturing businesses. | Describe the purpose and characteristics of different business types using appropriate examples. | Compare different business types, explaining how they operate and the customers they serve. | Analyse why different business models are suited to different products, services and customer needs. | Evaluate the advantages and limitations of different business types using evidence and commercial reasoning. |
| 9 | Businesses Across Sectors | Identify businesses operating within different employment sectors. | Describe the products, services and roles found within a range of business sectors. | Compare businesses across sectors such as retail, hospitality, construction, health and personal services. | Analyse how different sectors contribute to communities, employment and the economy. | Evaluate how sector differences influence business decisions, customer expectations and future opportunities. |
| 10 | Businesses in the Local Community | Identify local businesses and recognise the goods or services they provide. | Explain how local businesses support customers and contribute to the local community. | Compare local businesses by considering their customers, products, services and community role. | Analyse how businesses respond to local needs and changing customer demand. | Evaluate the contribution of local businesses to employment, economic growth and community wellbeing. |
| 11 | Local Goods, Services and Both | Identify whether local businesses provide goods, services or both. | Explain why different businesses provide different combinations of goods and services. | Classify local businesses accurately using evidence to justify decisions. | Analyse how providing both goods and services can improve customer experience and business success. | Evaluate local business models by considering customer satisfaction, commercial success and competitive advantage. |
| 12 | Match Businesses to What They Provide | Match businesses accurately to the goods or services they provide. | Explain the reasons for matching businesses with their products or services. | Apply business knowledge independently by matching unfamiliar businesses using contextual clues. | Analyse how business purpose influences the products and services offered. | Evaluate business decisions by considering how effectively products and services meet customer expectations. |
| 13 | Digital Local Business Profile | Identify key information about a local business and present it using simple digital communication. | Produce a clear written profile describing a business, its customers and the goods or services it provides. | Create a professional digital profile using appropriate business language, layout and communication techniques. | Refine digital communication by adapting content for different audiences and evaluating clarity and accuracy. | Produce a polished business profile that demonstrates professional written communication, digital presentation skills and a secure understanding of business purpose. |
Spring 1
Understanding Business Purpose
Why do businesses exist, and how do they successfully meet the needs of their customers?
During this half term, students deepen their understanding of why businesses exist and how they balance customer needs, commercial success and community contribution. They explore different business purposes, investigate how organisations identify and respond to customer needs and begin thinking more commercially about the decisions businesses make. Throughout the unit, students strengthen their professional communication, commercial awareness and business knowledge through realistic workplace scenarios and practical activities, whilst continuing to develop evidence for the NOCN Business qualification where appropriate.
| Week | Topic | Stage 1 | Stage 2 | Stage 3 | Stage 4 | Stage 5 |
|---|---|---|---|---|---|---|
| 14 | Business Types Review | Recall the characteristics of retail, service and manufacturing businesses, identifying examples from previous learning. | Explain the differences between business types using accurate business vocabulary and familiar examples. | Apply previous learning to classify unfamiliar businesses and justify decisions using evidence. | Analyse similarities and differences between business types, considering customers, products, services and sectors. | Evaluate which business type is most appropriate for different commercial situations, justifying decisions using business knowledge. |
| 15 | Why Businesses Exist | Identify reasons why businesses exist, including providing goods, services, employment and profit. | Explain how businesses meet customer needs whilst achieving different organisational aims. | Compare businesses with different purposes, recognising commercial, public and charitable objectives. | Analyse how business purpose influences decision making, customer focus and organisational success. | Evaluate different business purposes by considering customers, communities, profitability and long-term sustainability. |
| 16 | Profit, Service and Community Purpose | Recognise that organisations may focus on profit, service or community benefit. | Describe the differences between commercial businesses, charities and public organisations using examples. | Compare organisations with different purposes by examining how they measure success. | Analyse how organisational purpose influences products, services, customer care and business decisions. | Evaluate how organisations balance commercial success with social responsibility and community impact. |
| 17 | Identifying Customer Needs | Identify the needs and expectations of different types of customers. | Explain why businesses must understand customer needs before providing products or services. | Apply customer information to recommend suitable products, services or solutions within realistic business scenarios. | Analyse how businesses use customer research and feedback to improve products and services. | Evaluate how successfully businesses identify, anticipate and respond to changing customer needs using commercial evidence. |
| 18 | How Businesses Meet Needs | Recognise how businesses use products, services and customer care to satisfy customers. | Explain how businesses adapt products or services for different customer groups. | Compare different businesses by considering how effectively they meet customer expectations. | Analyse how quality, communication, value for money and customer service contribute to business success. | Evaluate how well businesses meet customer needs, recommending realistic improvements supported by business evidence. |
| 19 | A Simple Reason a Business Exists | State a clear reason why a named business exists and identify the customers it serves. | Explain how the business meets customer needs through its products or services. | Apply business knowledge to explain how purpose influences everyday business activities and decisions. | Analyse how businesses with similar purposes may operate differently to achieve success. | Evaluate the effectiveness of a business by linking its purpose, customer satisfaction and commercial performance using evidence. |
Spring 2
Business Roles and Customer Service
How do different roles and activities work together to deliver excellent customer service?
During this half term, students develop their understanding of how businesses are organised and how different roles contribute to successful daily operations. They explore the responsibilities of customer-facing and support staff, investigate the activities that keep businesses running efficiently and develop increasingly professional workplace behaviours. Through realistic business scenarios, students strengthen their communication, organisation and customer service skills whilst preparing for employment and vocational progression.
| Week | Topic | Stage 1 | Stage 2 | Stage 3 | Stage 4 | Stage 5 |
|---|---|---|---|---|---|---|
| 20 | Business Purpose Review | Recall why businesses exist and identify how they meet customer needs. | Explain how business purpose influences products, services and customer relationships. | Apply previous learning to unfamiliar business examples, explaining their purpose confidently. | Analyse how different business purposes influence organisational decisions and customer expectations. | Evaluate business purpose using evidence to justify how organisations achieve commercial and customer success. |
| 21 | Roles Within a Business | Identify common job roles including managers, administrators, receptionists and customer service staff. | Describe the responsibilities of different business roles using appropriate workplace vocabulary. | Compare how different roles contribute to the success of a business and customer experience. | Analyse how departments work together to achieve business objectives efficiently. | Evaluate the importance of each business role by considering teamwork, responsibility and organisational performance. |
| 22 | Responsibilities and Customer-Facing Roles | Recognise the responsibilities of customer-facing and non-customer-facing staff. | Explain how different responsibilities contribute to customer satisfaction and business success. | Apply knowledge by matching workplace responsibilities to appropriate business roles. | Analyse how effective communication and teamwork support customer-facing activities. | Evaluate how individual responsibilities contribute to an outstanding customer experience and business reputation. |
| 23 | Daily Business Activities | Identify routine activities carried out within a business during a normal working day. | Describe why activities such as communication, administration and customer service are important. | Apply business knowledge to explain how daily activities support efficient business operations. | Analyse how different activities depend upon one another to achieve business objectives. | Evaluate how improving routine business activities can increase efficiency, productivity and customer satisfaction. |
| 24 | Administrative and Customer Service Activities | Recognise common administrative and customer service tasks within different workplaces. | Explain the purpose of administration, record keeping and customer communication. | Complete realistic administrative and customer service tasks accurately using professional standards. | Analyse how effective administration supports colleagues, customers and business performance. | Evaluate administrative processes and customer service procedures, recommending improvements based on business needs. |
| 25 | Match Roles to Activities | Match business roles to appropriate workplace activities. | Explain why particular activities are carried out by specific job roles. | Apply knowledge confidently to unfamiliar workplace scenarios involving different business roles. | Analyse how allocating the right people to the right activities improves organisational effectiveness. | Evaluate staffing decisions by considering skills, responsibilities, efficiency and customer outcomes. |
| 26 | Business Roles and Activities Review | Recall key business roles, responsibilities and daily activities studied throughout the term. | Explain how different roles and activities work together within successful businesses. | Apply knowledge confidently to realistic business case studies involving multiple departments. | Analyse organisational effectiveness by evaluating communication, teamwork and operational efficiency. | Evaluate complete business operations using evidence to demonstrate a secure understanding of roles, responsibilities and customer service. |
Summer 1
Understanding Customers
Why are customers central to every successful business, and how does excellent customer service contribute to business success?
During this half term, students develop their understanding of customers and the importance of delivering consistently high standards of customer service. They explore different customer types, investigate how businesses build positive customer relationships and examine how effective communication influences satisfaction, loyalty and reputation. Through realistic customer service scenarios, students strengthen the professional behaviours and communication skills expected within customer-facing roles whilst continuing to build vocational confidence and qualification evidence where appropriate.
| Week | Topic | Stage 1 | Stage 2 | Stage 3 | Stage 4 | Stage 5 |
|---|---|---|---|---|---|---|
| 27 | Who Are Customers? | Identify who customers are and distinguish between a business and the people or organisations receiving its goods or services. | Explain the relationship between businesses and customers using familiar business examples. | Apply understanding by identifying customers within increasingly complex business scenarios. | Analyse how different customers influence business decisions and service delivery. | Evaluate the importance of customers to business success using evidence from a range of commercial situations. |
| 28 | Types of Customers | Identify different customer types including individual, organisational, internal and external customers. | Describe the characteristics and needs of different customer groups. | Compare different customer types, explaining how businesses adapt their approach to meet individual needs. | Analyse how customer expectations vary according to products, services and business sectors. | Evaluate how understanding customer types improves communication, service quality and long-term business success. |
| 29 | Why Customers Matter | Recognise that customers are essential to every successful business. | Explain how customer satisfaction contributes to repeat business and positive reputation. | Apply business knowledge to explain how customer relationships influence business performance. | Analyse how customer loyalty, recommendations and feedback contribute to organisational success. | Evaluate how businesses can strengthen customer relationships to improve reputation, profitability and long-term sustainability. |
| 30 | Routine Service Situations | Identify common customer service situations including face-to-face, telephone and digital interactions. | Describe appropriate responses to routine customer enquiries using professional communication. | Apply customer service skills confidently during realistic workplace role-play activities. | Analyse different service situations, adapting communication to meet customer needs effectively. | Evaluate customer interactions critically, demonstrating professionalism, empathy and excellent communication throughout. |
| 31 | Purpose of Good Customer Service | Identify the purpose of good customer service within different businesses. | Explain how effective customer service improves satisfaction, loyalty and reputation. | Compare examples of good and poor customer service, explaining their impact on customers and businesses. | Analyse how communication, professionalism and problem solving contribute to excellent customer experiences. | Evaluate customer service strategies using evidence to recommend improvements that strengthen business performance and customer loyalty. |
| 32 | Customer Service Review | Recall the key principles of customer service and recognise their importance within business. | Explain how customer service influences customer satisfaction and business success. | Apply customer service skills confidently to unfamiliar business scenarios. | Analyse customer service performance by evaluating communication, professionalism and customer outcomes. | Evaluate complete customer service situations using commercial judgement, professional standards and evidence-based recommendations. |
Summer 2
Professional Customer Service
How do excellent customer service skills prepare you for employment and future success?
During this half term, students bring together everything they have learned about businesses, customers and professional communication. They develop the practical customer service behaviours expected in the workplace, learning how to communicate professionally, follow business procedures, resolve routine customer issues and produce written and digital communications. The curriculum concludes with a synoptic review that prepares students for vocational qualifications, apprenticeships and employment by demonstrating the knowledge, skills and behaviours expected within customer-facing roles.
| Week | Topic | Stage 1 | Stage 2 | Stage 3 | Stage 4 | Stage 5 |
|---|---|---|---|---|---|---|
| 33 | Appropriate Customer Behaviour | Demonstrate polite greetings, positive body language and respectful behaviour during routine customer interactions. | Explain why professionalism, courtesy and active listening improve the customer experience. | Apply appropriate verbal and non-verbal communication confidently during realistic customer service role plays. | Adapt behaviour to different customers and situations whilst maintaining professionalism and empathy. | Consistently model exemplary customer service behaviours that reflect workplace expectations and encourage positive customer relationships. |
| 34 | Polite and Clear Customer Communication | Use polite language and communicate simple information clearly to a customer. | Explain information accurately, listen carefully and check customer understanding. | Apply effective questioning, listening and explanation skills during realistic customer enquiries. | Adapt communication style to suit different customers whilst maintaining clarity, professionalism and accuracy. | Deliver confident, professional customer communication that resolves enquiries efficiently and enhances the customer experience. |
| 35 | Following Service Procedures | Follow a simple customer service procedure with support and identify the correct sequence of actions. | Explain why following procedures promotes consistency, safety and customer satisfaction. | Apply workplace procedures independently when responding to routine customer situations. | Analyse when procedures should be followed precisely and when issues require escalation. | Evaluate service procedures critically, identifying improvements that strengthen efficiency, compliance and customer outcomes. |
| 36 | Simple Problems and Requests | Identify routine customer requests and distinguish them from simple customer problems. | Explain appropriate responses to common customer requests and straightforward service issues. | Apply problem-solving skills to resolve routine customer enquiries whilst maintaining professional standards. | Analyse customer situations, selecting appropriate solutions and recognising when additional support is required. | Evaluate customer issues confidently, balancing customer satisfaction, business procedures and professional judgement. |
| 37 | Actions, Clarification and Escalation | Recognise when clarification or support is needed during a customer interaction. | Explain when a problem should be resolved personally and when it should be referred to a supervisor. | Apply clarification, recording and escalation procedures confidently within realistic workplace scenarios. | Analyse different customer situations to determine the most appropriate course of action. | Evaluate complex customer situations by justifying decisions, following procedures and demonstrating sound professional judgement. |
| 38 | Written and Digital Service Communication | Produce a simple written or digital response using appropriate greetings and polite language. | Write clear customer communications using appropriate structure, tone, subject lines and sign-offs. | Produce accurate emails or digital responses that meet professional business standards. | Adapt written communication to suit different audiences whilst maintaining clarity, professionalism and accuracy. | Produce professional written and digital communications that demonstrate excellent business etiquette, accuracy and customer focus. |
| 39 | Business and Customer Service Review | Demonstrate the key knowledge and skills developed throughout the Business and Customer Service curriculum. | Explain how business knowledge, communication and customer service contribute to workplace success. | Apply learning confidently within a realistic customer service scenario using appropriate procedures and communication. | Analyse personal performance, identifying strengths and areas for improvement using evidence from across the programme. | Demonstrate the knowledge, skills and behaviours expected for successful progression into further education, vocational qualifications, apprenticeships and employment through a professional synoptic customer service task. |
How progress is recognised
Assessment Approach
Knowledge Checks
Questioning and retrieval assess understanding of businesses, purposes, roles, activities and customers.
Scenario Work
Students apply business and service knowledge to realistic workplace and customer situations.
Practical Communication
Speaking, listening, telephone, face-to-face and digital communication are assessed through structured tasks.
Portfolio Evidence
Qualification students compile accurate written, digital and observed evidence across the programme.
Tutor Observation
Skills that must be demonstrated are recorded through observation checklists and learner reflection.
Synoptic Assessment
Final tasks require students to combine business knowledge, service procedures and professional communication.
What progress looks like
Progression Expectations
Stage 1
Students recognise the purpose of different businesses, identify common workplace roles and understand the importance of professional behaviour, communication and customer care. They follow simple workplace routines, communicate politely with support and begin developing the confidence and reliability expected within customer-facing environments.
Stage 2
Students explain how businesses provide goods and services, identify the responsibilities of different job roles and communicate effectively in familiar workplace situations. They apply customer service principles consistently, complete straightforward business tasks accurately and demonstrate increasing independence when following workplace procedures.
Stage 3
Students apply their knowledge independently to realistic business and customer service situations, maintaining professional standards of communication, organisation and customer care. They confidently respond to customer enquiries, complete administrative tasks accurately, explain business decisions and contribute positively to team activities whilst demonstrating the behaviours expected in the workplace.
Stage 4
Students adapt their communication and customer service skills to suit different customers, colleagues and business environments. They evaluate business decisions, solve routine workplace problems, justify professional decisions using business knowledge and demonstrate initiative, resilience and commercial awareness when completing increasingly complex business tasks.
Stage 5
Students consistently demonstrate the knowledge, skills and behaviours expected within modern business and customer service environments. They communicate confidently with customers and colleagues, resolve customer issues professionally, evaluate business performance critically and demonstrate the employability, leadership, organisation and customer service skills required for successful progression into vocational qualifications, apprenticeships and employment.
The purpose of the programme
Curriculum Intent
The Business and Customer Service curriculum develops the knowledge, practical skills and professional behaviours required for successful progression into further education, apprenticeships and employment across a wide range of business sectors.
Students follow a carefully sequenced programme that develops their understanding of business types, organisational purpose, customer needs, workplace roles, communication, administration and customer service. Through realistic business scenarios, employer-focused activities and practical workplace simulations, students learn how successful organisations operate whilst developing the confidence, professionalism and interpersonal skills expected by employers.
Knowledge and practical skills are revisited throughout the curriculum, enabling students to strengthen their understanding of business operations whilst becoming increasingly independent in communication, problem solving, teamwork and customer service. Learning progresses from recognising basic business concepts to evaluating business decisions, delivering professional customer service and responding confidently to authentic workplace situations.
The curriculum places a strong emphasis on employability, preparing students for the expectations of modern workplaces through the development of communication, organisation, resilience, professionalism and commercial awareness. By the end of the programme, students demonstrate the knowledge, skills and behaviours expected of learners progressing into vocational qualifications, apprenticeships and employment within business, retail, administration and customer service industries.