This bundle of resources fully covers Unit 5: International Business for the Extended Diploma in Business.

This bundle of resources covers Component 2 for the 2018 Tech Award in Enterprise. The resources may need to be adapted for the 2021 updated specification.

This bundle of resources covers the 2018 Tech Award in Enterprise. These resources can be adapted to reflect the 2021 update to the specification.

This bundle of resources fully covers Unit 4: Managing an Event for the Level 3 BTEC Business course.

This bundle fully covers Unit 4: Researching a Topic for the Level 1 BTEC programmes.

This brief PowerPoint gives learners the key information they need to prepare and carry out Part A of the exam.

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.

This full lesson covers C2 Customer Service Requests and Complaints for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; providing information, products or services, promoting additional products and services, giving advice, taking and relaying messages o limitations of role and authority, keeping records o dealing with problems, handling complaints, remedial measures, emergency situations, organisational policy.

This revision resource is designed to support your learners with their preparation for the Unit 2 examination. The pack contains recaps and a variety of activities. Images removed for copywrite reasons, please insert your own images after downloading

This full lesson covers C1 Customer Service Skills and Behaviours for Unit 14: Investigating Customer Service, including; • Communication skills: o face-to-face, written, email or other electronic media, telephone o verbal, e.g. pitch and tone of voice, open and closed questions, using the telephone o non-verbal, e.g. sign and body language, listening skills o barriers to communication. • Interpersonal skills: o personal presentation approach, e.g. attitude, behaviour, hygiene, personality, conversation skills, giving a consistent and reliable response. • Behaviours, e.g. being positive, offering assistance, showing respect.

This full lesson covers B2: Indicators of Improved Performance for Unit 14: Investigating Customer Service, including; Reduction in numbers of complaints. • Increase in profits. • Reduction in turnover of staff. • Repeat business from loyal customers.

This full lesson covers B1 Monitoring and Evaluating Customer Service Provision for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; Using research from customers to identify improvements and monitor complaints. • Monitoring using: o customer profiles, data, e.g. types of customer, products or services provided, customer care and service o sources of information, e.g. customers, colleagues, management o methods, e.g. questionnaires, comment cards, quality circles, suggestion boxes, staff surveys, mystery shoppers, recording and sharing information. • Evaluating customer service, including: o analyse responses, e.g. level of customer satisfaction, quality of product or service, meeting regulatory requirements, balancing cost and benefits o planning for change, resolving problems/complaints.

This full lesson covers A1: Meaning, Purpose and Terminology of the Law for Unit 23: The English Legal System for the Level 3 BTEC programme, including; Rights and duties, law and morality, law and rules. • Purpose of law, e.g. protection, upholding rights, maintaining order, delivering justice, evaluation of effectiveness of the legal system. • Differences between criminal law and civil law, purpose, remedies, punishment, parties to an action, standard of proof in criminal and civil cases. • Specific terminology used in civil and criminal cases, case names, current cases, having an impact on business

This full lesson covers BTEC Level 3 Business Unit 14: Investigating Customer Service A4 Customer Legislation and Regulation, including; Industry and sector-specific codes of practice, ethical issues and standards. • Implications for the business of not meeting all legal and regulatory requirements, including consumer protection, distance selling, sale of goods, health and safety, data protection, equal opportunities.