Pearson BTEC • Business 2016 NQF

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P4 - Review own customer service skills, identifying gaps where improvements could be made. C2 Dealing with customer service requests and complaints • Customer service situations: o 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, reme...

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P4 Demonstrate communication and interpersonal skills appropriate to meet customer needs in different situations. Learning aim C: Demonstrate customer service in different situations, using appropriate behaviours to meet expectations C1 Customer service skills and behaviours • Communication skills: o face-to-face, written, email or other electronic media, telephone o verbal, e.g. pitch and tone of voice, open and...

*Distinction Graded* Unit 14 Investigating Customer Service: D2 -Evaluate the benefits of improvements to customer service performance for the business, the customer, and the employee

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P3 - Research methods a business can use to make improvements to the customer service provision. Learning aim B: Investigate the methods used to improve customer service in a business B1 Monitoring and evaluating customer service provision • Using research from customers to identify improvements and monitor complaints. • Monitoring using: o customer profiles, data, e.g. types of customer, products or services pr...

*Certified Distinction Grade Work* Evaluate the importance for a selected business of providing excellent customer service and adhering to relevant current legislation and regulations. btec business level 3 national diploma

*Certified Distinction Grade Work* Unit 14 Investigating Customer Service: P2 and M1 Examine ways that customer service in a selected business can meet the expectations and satisfaction of customers and adhere to relevant current legislation and regulations. M1 Analyse how legislation and regulation impacts on customer service provision in a selected business.

*Certified High Graded Work* Unit 5 International Business: M3 - Carry out a situational analysis on two countries a selected business may consider trading in. btec business level 3 national diploma

*Distinction Graded* Unit 8 Recruitment and Selection Process: D3 -Evaluate how well the recruitment and selection process complied with best practice, drawing reasoned conclusions as to how it will support your future career btec business level 3 national diploma

*Certified High Graded Work* Unit 8 Recruitment and Selection Process: M3 - Analyse the results of the process and how your skills development will contribute to your future success. btec business level 3 national diploma

*Certified High Graded Work* Unit 8 Recruitment and Selection Process: P6 - Prepare a personal skills development plan for future interview situations. btec business level 3 national diploma