Induction Form |
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Induction Form |
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00:05:00 |
Registration Entry Form |
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Registration Entry Form |
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Unit 01: Business Culture and Responsibilities |
Unit Info and Assessment Criteria |
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Unit 01 Business Culture and Responsibilities |
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00:00:00 |
Support Materials |
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Risks in a Business Environment |
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00:00:00 |
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Maintaining Security and Confidentiality in a Business Environment |
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00:00:00 |
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Improving Sustainability Within a Business Environment |
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00:00:00 |
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Diversity within a Business Environment |
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00:00:00 |
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Assessing the Impact and Likelihood of the Risk and Ways to Minimise |
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00:00:00 |
Unit 02: Deliver Customer Service in a Business Environment |
Unit Info and Assessment Criteria |
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Unit 02 Deliver Customer Service in a Business Environment |
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00:00:00 |
Support Materials |
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Ways to Provide Added Value for Customers |
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00:00:00 |
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Monitorig and Reviewing Customer Service |
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00:00:00 |
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Delivering Effective Customer Service |
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00:00:00 |
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Constraints in Carrying out Added Value Interactions |
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Added Value and Customer Service |
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00:00:00 |
Unit 03: Produce Documents in a Business Environment |
Unit Info and Assessment Criteria |
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Unit 03 Produce Documents in a Business Environment |
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00:00:00 |
Support Materials |
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Unit 03 Produce Documents in a Business Environment |
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00:00:00 |
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LO 1 Different Documents and Formats That Can Be Used to Present Information |
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00:00:00 |
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LO 2 Requirements for Documents |
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LO 3 Producing Documents to Meet Requirements |
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Unit 04: Solve Problems in a Business Environment |
Unit Info and Assessment Criteria |
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Unit 04 Solve Problems in a Business Environment |
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00:00:00 |
Support Materials |
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Solving a Business Problem |
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Identifying a Solution to a Business Problem |
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00:00:00 |
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Evaluation of Success of a Problem-solving Plan |
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00:00:00 |
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Developing a Problem-Solving Plan |
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00:00:00 |
Unit 05: Work With Others in a Business Environment |
Unit Info and Assessment Criteria |
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Unit 05 Work With Others in a Business Environment |
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00:00:00 |
Support Materials |
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Team Dynamics |
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00:00:00 |
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Roles Within an Organisation |
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00:00:00 |
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Feedback |
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00:00:00 |
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Conflict |
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00:00:00 |
Unit 06: Communicate in a Business Environment |
Unit Info and Assessment Criteria |
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Unit 06 Communicate in a Business Environment |
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00:00:00 |
Support Materials |
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Written Communication |
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00:00:00 |
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Written and Verbal Communication in a Business Environment |
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00:00:00 |
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Verbal Communication and Body Language |
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00:00:00 |
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Evaluating Communication in a Business Environment |
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00:00:00 |
Unit 11: Understand the Customer Service Environment |
Unit Info and Assessment Criteria |
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Unit 11 Understand the Customer Service Environment |
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00:00:00 |
Support Materials |
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1. The Concepts and Practices of Customer Service |
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2. The Link between Customer Service and a Brand |
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3. The Customer Service Structure |
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4. The Implications of Legislation on Customer Service Delivery |
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5. How to Organise Customer Service Delivery |
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00:00:00 |
Unit 12: Understand Customers and Customer Retention |
Unit Info and Assessment Criteria |
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Unit 12 Understand Customers and Customer Retention |
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00:00:00 |
Support Materials |
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LO 1 |
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00:00:00 |
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LO 2 |
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00:00:00 |
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LO 3 |
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00:00:00 |
Unit 13: Understand How to Monitor Customer Service Interactions and Feedback |
Unit Info and Assessment Criteria |
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Unit 13 Understand How to Monitor Customer Service Interactions and Feedback |
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00:00:00 |
Support Materials |
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LO 1 |
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00:00:00 |
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LO 2 |
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00:00:00 |
Unit 14: Understand How to Resolve Customers’ Problems and Complaints |
Unit Info and Assessment Criteria |
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Unit 14 Understand How to Resolve Customers’ Problems or Complaints |
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00:00:00 |
Support Materials |
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LO 1 |
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00:00:00 |
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LO 2 |
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00:00:00 |
Unit 15: Understand How to Use Social Media Tools and Channels |
Unit Info and Assessment Criteria |
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Unit 15 Understand How to Use Social Media Tools and Channels |
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00:00:00 |
Support Materials |
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LO 1 |
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00:00:00 |
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LO 2 |
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00:00:00 |
Assignment Submission Guideline |
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Assignment Submission Guideline |
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Submit Your Assignments – NCFE Level 3 Diploma in Skills for Business: Customer Service |
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Submit Your Assignments – NCFE Level 3 Diploma in Skills for Business: Customer Service |
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00:00:00 |
Resubmit Your Assignments – NCFE Level 3 Diploma in Skills for Business: Customer Service |
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Resubmit Your Assignments – NCFE Level 3 Diploma in Skills for Business: Customer Service |
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00:00:00 |
End of Course Questionnaire |
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End of Course Questionnaire |
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