This 12 slide presentation features 10 different customer service scenarios. Learners are required to analyse each scenario and come up with an action plan for each. They must also discuss the skills required to ensure the scenario is dealt with effectively. This activity can be used for a variety of qualifications and contexts.

This bundle fully covers Unit 1: Being Organised for the Level 1 BTEC programmes. This could be used for; Level 1 Business Level 1 Creative Arts Level 1 Performing Arts Level 1 Health and Social Care Level 1 Computing and more

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

This series of tasks were created to be used with the BTEC Level 1 Business specification but can be adapted to be used on a variety of situations. The tasks require the learners to develop their Microsoft Excel skills. This pack of activities includes 3 different briefs that provide key information that learners must interpret and use to populate a spreadsheet. They will be required to use key Excel functions, such as SUM. I have included Excel files demonstrating how the spreadsheet should look as a model answer. These activities are challenging but rewarding as they assess a variety of skills.v

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 the following areas; Workforce planning (reasons why businesses recruit) Job centers and agencies Internal and external job advertisements Online recruitment (with links to psychometric testing) Traditional methods Recruitment and business success Successful staff integration. This lesson contains a variety of activities for learners to engage with.

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, with handout, provides an introduction to quality standards, linked to the NHS and CQC. The lesson was planned for NCFE Level 2 Health and Social Care (Level 2 Certificate in Understanding Working in Health and Social Care) but can be adapted to any specification.

This full lesson covers the following areas; Corporate culture Corporate social responsibility Ethics Competitive advantage (differentiation, price policies, market leadership/share, reputation, cost control, technology, suppliers, employees Benefits and importance of establishing and maintaining a competitive advantage. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This practice exam scenario is to be used to prepare learners for the Unit 7: Business Decision Making exam. The scenario centers around a new Streaming service and learners must analyse two options for growth, taking into account key market and financial information. Suggested time alloted for activity: 3 hours.

This full lesson, with companion documents, covers The Marketing Campaign for Learning Aim C for Unit 2: Developing a Marketing Campaign. The lesson covers; Gantt Charts Marketing Message Selecting an appropriate marketing mix Selecting appropriate media Campaign budget Timelines Evaluation of the campaign Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

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 interactive glossary supports learners studying business finance on programmes such as BTEC Level 3 Business.

This free worksheet assesses learner’s capability with ratio analysis, including; Gross profit margin Net profit margin Liquidity Return of capital employed (ROCE)