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BUSINESS PRACTICES - CUSTOMER SERVICES (ABC LEVEL 2)
 
BUSINESS PRACTICES - CUSTOMER SERVICES (ABC LEVEL 2)
 
£330.00
 

COURSE CODE 194


 
The Qualifications
Business Practices is a suite of qualifications designed to enable students to develop practical business skills selected from a range of units according to their learning needs.

The qualifications are offered through ABC Awards and are approved by the Qualifications and Curriculum Authority for inclusion on the National Qualifications Framework from 1st October 2005.

The Awarding Body

The qualifications are offered through ABC Awards, which is a leading UK awarding body with a national network of approved centres.

Student Profile

The qualifications are accredited at level 2 and provide learning opportunities for a wide range of students seeking to study business subjects. Students should be 16 years old and the delivery and assessment methods make them suitable for learners in education, in employment or seeking employment skills.

Course Materials

Each module is supported by comprehensive study materials designed to provide students and tutors with everything required to complete their course of study. Study folders are presented in A4 ring-binder format and include study guide, core unit, elected unit(s) and student assignments.

Students are provided with a series of tutor marked assignments which are designed to ensure that learning outcomes are met.

Course Delivery

Completion of the qualifications is based upon achievement of specified learning outcomes.  Consequently students may study by home or work based learning and start their studies at any time.  Once registered, student receive tutor support for a full one year if required.

Course structure

The Business Practices suite of qualifications provides 22 units each covering a business topic.  Students may elect to study individual units or a series, and on completion will be eligible for a Diploma, Certificate or Award in Business Practices. Each student also completes a short core unit designed to promote the application of learning to a business situation.

Assessment

Assessment for each unit and qualification requires the production of a portfolio of work which demonstrates achievement of the learning outcomes.  Tutors mark student work against specified learning outcomes. Students are presented with comprehensive case study details which can be used to demonstrate their learning if not currently in employment.

Business Practices Certificates

Students may elect to study any one of eight certificates each of which provide a qualification in key business disciplines:

• Management               
• Development               
• Marketing                    
• Sales & Marketing       
• Customer Services      
• Human Resources      
• Human Relations  
• Business Startup

Each certificate is made up of a series of study units plus a core unit which encourages students to put theory into practice.

Progression

Each certificate provides progression routes to higher level qualifications and / or professional exams, details of which can be provided on request.


Unit 13
Customer Care in Practice

Unit Content
• The selling process and the role of customer care in purchase decisions
• The business consequences of inadequate customer care
• Common reasons why care fails to happen
• Planning and introducing customer care programmes
• Demonstrating care for customers through dress, attitude, behaviour, body language, telephone behaviour, written communication and overall business presentation
• Target setting and monitoring performance
• Using complaints to demonstrate customer care
• Methods of dealing with “awkward” customers

Unit 14
Customer Service Excellence

Unit Content
• Define customer service excellence and list five imperatives why service excellence is important
• Describe what are customer needs and wants, and how these reflect on the need for excellence
• Research customer requirements
• Plan service excellence through benchmarking, setting standards and quality control
• Describe how to implement a service excellence plan
• List ways of monitoring service excellence
• Describe the benefits maintaining and improving service excellence programmes

Core Unit 1
Reviewing and Improving Business Practices

Unit Content

• The importance of active, rather than passive learning
• Prioritising actions through impact assessment techniques
• Planning change and the importance of consultation, gaining commitment, pilot implementation, resource planning, setting timescales and milestones
• Monitoring change including obtaining feedback, measuring impact, quality assurance
• Planning future learning and development including sources of information and advice



Advantages of this distance learning course:
  • Home Study: you declare when you study, no need to attend class at fixed times and fixed dates. Your study hours fit around you!
  • We will post all the beautifully printed course materials to you. Everything is written in a clear and easy-to-understand format.
  • Start this course anytime of the year! No need to wait until the new academic year starts. Enroll today so soon you'll start improving your CV or re-skill for your new career.
  • Create your own study routine, learn at your own pace, complete your course as quickly or slowly as your circumstance dictate.
  • Your home learning is totally supported by experienced tutors who guide, encourage and assess your progress. You will not be alone because all our tutors are friendly and approachable.


BUSINESS PRACTICES - CUSTOMER SERVICES (ABC LEVEL 2)
 
BUSINESS PRACTICES - CUSTOMER SERVICES (ABC LEVEL 2)
 
 
£330.00
 

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Questions about this course? Contact Student Support / Course Advisors

Enrol by phone: call 0845 65 22 187 quote course code 194

Enrol by post: print this postal form.

http://www.ukdistancelearningcollege.com/web/p194


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