The 159-page customer service workbook you didn't have to write

Forty-one classroom-ready activities for NCFE Unit 01 Customer service in travel and tourism (T/507/2655), built for learners who don't much like writing. One payment of £49 and your college can photocopy it for every student, every year, forever. 

£49 — one payment, unlimited copies, no renewal

Instant download. Word and PDF. No subscription, no licence to renew, no per-student fee. 

A workbook that supplements your existing teaching material

This isn't a scheme of work and it won't replace your teaching. It's the thing you reach for when the theory has landed and you need the class to work. Ten chapters covering both learning outcomes of Unit 01 Customer service in travel and tourism (T/507/2655)
Forty-one activities. Six or seven self-check questions per chapter. Every activity tells you how long the activity should take and whether it's solo, paired or a group activity.  This let's you plan ahead or pick one up mid-lesson depending on the pace of your students.
Unit 01 Customer service in travel and tourism (T/507/2655)

£49 once. Then it's yours.

Buy it once and your college or school owns a perpetual licence. That means:

✓ Photocopy it as many times as you like.

Every learner, every cohort, every year

✓  No renewal date.

No annual licence. No subscription

✓ No per-student fee.

Thirty learners or three hundred, same price

✓ Share it across your department

Every lecturer teaching the unit

✓ Edit it.

You get the Word file, so change the examples, cut a chapter, add your local employers

The arithmetic, if it helps

Work out what you'd normally pay for a class set of textbooks, then multiply it by the number of cohorts you'll teach before the edition changes. Then compare that with £49

Or price it in your own time: if building this from scratch would take you thirty hours (and it took me considerably longer than that)  £49 buys the thirty hours back.

Designed specifically for  photocopying

  • Every page is black and white by design
  • No colour blocks that turn into grey mud when you photocopy
  • No pale tinted panels that disappear when you photocopy
  • No background images that eat toner and legibility at the same time.
  • Body text is set in a clean sans-serif at a size your learners can actually read.
  • Fully accessible



The learning design, since you'll want to know

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One idea per chapter.
Each chapter argues a single point rather than listing six. Chapter 1 makes the case that in travel you are selling a promise. Chapter 4 argues that you cannot exceed an expectation you haven't met. Chapter 9 opens with the line that nobody has ever been calmed down by an excuse. 

A recurring cast.
Five fictional businesses — a seafront hotel, an independent travel agency, a tourist information centre, a walking-tour company and a coach operator — appear throughout, so nobody has to be introduced twice. Six customers are introduced in Chapter 2 and keep coming back until the final page. By Chapter 9 your class knows them well enough to work out what each one needs before they've spoken.

Low writing barrier, high thinking demand.
Most activities are sort, rank, annotate, choose, script or say — not write three paragraphs. The extended writing is concentrated where the specification actually needs it, in the Chapter 10 letter. Learners who avoid writing still have to think.

Judgement, not recall.
Very few activities have a single right answer, which is intentional: it means the discussion is the learning, and it means the answers can't be copied from the person next to them or generated on a phone under the desk.

Deliberate traps.
Several activities are built so that most groups get it wrong first. Learners rank eight gestures a hotel could make and then discover the free ones matter most. They design an induction day, colour-code it, and find they gave the smallest slice to how to treat people. They write a complaint reply and are then asked whether they reached for a refund because it was easier. 

It spirals.
A £45 taxi fare in Chapter 1 looks like a rude member of staff. In Chapter 6 it comes back and turns out to be an authority-limit problem. A misheard booking reference in a Chapter 7 phone drill is the exact error planted in the Chapter 10 proofreading task. The book keeps rewarding learners who paid attention earlier.

Fiction for role-play, real organisations for research.
Anything learners have to act inside is invented, so no real business is misrepresented. Anything they research is real — published complaints procedures, live review platforms, actual social media replies — with printed ground rules for working outside the building.

No statistics that will date.
There are no 2026 figures in this book to go stale. Where a business rule of thumb is used, it's flagged as a rule of thumb. That's honest, it models the sourcing habit the grading descriptors reward, and it means the workbook you buy this September is still accurate in four years.
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What's inside?

Ten chapters, 159 pages.
Part A — Understanding customer service

✓ Why service matters
✓ Who the customer is
✓ Meeting needs in five settings
✓ Meeting needs, and exceeding them
✓ How service is measured
✓ Policies, procedures, people
Part B — Theory to practice

✓ Face to face roleplays
✓ Telephone roleplays,
✓ Social media &  customer reviews
✓ Using the five skills
✓ When it goes wrong
✓ Putting it in writing


Read Chapter 1 before you spend anything

Frequently asked questions

Does this replace my scheme of work?

No. It supplements what you already teach. There's no scheme of work, no lesson plans and no assessment briefs — it's the activity bank that sits alongside them.

Is the workbook endorsed by NCFE?

No, and we say so in the front of the book. It's written to the published Unit 01 content, but the specification is the only authoritative statement of what the unit requires, and where the two differ the specification wins.

Can I edit the workbook?

You get the Word file. Change the examples, swap our fictional hotel for a real one down the road, cut what you don't need.

Can I share it with the lecturer next door?

Within your college or school, yes — that's what the licence is for. It doesn't extend to other institutions or to putting the file on a public website.

Do I need to buy it again next year?

No. One payment £49, and the licence doesn't expire.

What about learners who need larger print?

It's a Word file with proper styles, so you can increase the body text size and reprint. It's also set in a sans-serif face at a readable size to begin with.

Is there an answer book?

Yes — a 38-page lecturer's answer book covering every activity and self-check question, with model answers, what to look for and the wrong turn most groups take first.

Separate 38-page lecturer's answer book included  FREE

Covering every activity and self-check question, with model answers included
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£49. One payment. Unlimited copies, forever.

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