xlsx, 19.09 KB
xlsx, 19.09 KB
pptx, 1.07 MB
pptx, 1.07 MB

This full lesson covers BTEC Level 3 Business Unit 14: Investigating Customer Service C3 Skills Audit and Development Plan, including;

Skills audit of customer service skills.
• Personal SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis to assess any gaps
• Set objectives to meet skills development goals for a specified customer services role by:
o identifying resources and available support needed to meet the objectives
o setting review dates
o monitoring the plan to assess progress against targets.

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