Friday, 16 March 2018

P7 Unit 4 Demonstrating Customer Service Skills

Dear Year 11

For this final PASS task we need to look at taking part in three role play scenarios as listed below

Scenario 1 - Email reply click here

Scenario 2 - Face to Face  using the scenario here and preparation for role play checklist here

Scenario 3 - Over the phone using the preparation checklist here

We can then look at the associated Merit and Distinction tasks

Enjoy and do well

Mr T

Monday, 12 March 2018

P5 & P6 for Unit 1

Dear all

our next deadline is this week for the attached P5 & P6 the Investors report click here

Make sure that the same revenue forecast that you create is used in the second table and make sure that you calculate your start up and running costs first on the document here

Good luck and hit that deadline 15th March for 10R Period 5 and 16th March for 10P Period 5.

Mr T

Your marketing campaign to launch a new Ice Cream Brand.

Dear Year 12L3

You might have thought it was impossible to launch new ice cream brand when so many big ones exist.

Hagen Daz, Ben & Jerrys, Movenpick are all household names so how can anyone launch new one.  Well In different parts of the country I have lived in people have.

What do you like about Spot Loggins?

How successful is the New Forest Ice Cream Company?

To attempt the mock we have nine lessons before Easter so we are going to try something a little different.  You are going to work in pairs or threes and as a consultancy you are going to take the brief and work on the planning of it collaboratively doing the research before agreeing your written plan for the report as to what you would include in it and why?

This link might also be of use here

But to excite you in the magic of making ice cream I found a video taking you into the wonderful world of Ben & Jerry's below where you will get an insight into not just how its made but the fun behind the brand.

Friday, 9 March 2018

P6 Unit 4 - How do limits of authority imporve the customer service experiemnce

Dear Year 11

This is the penultimate P task for this unit so well done for getting here and doing so on time for the Easter deadline. 

P6 is asking you to consider how giving employees different levels of responsibility can improve the customer experience. 

What would it be like if no one could ever make decisions apart from the boss?
How long would it take to get any complaints resolved if everyone had to deal with the manager?
How frustrating would it be if check out assistants could not give you a refund for a damaged or faulty product if you had a receipt for it.

The PowerPoint here will support you with this and the Google doc here might give you some structure if you need it.

Remember the businesses that delegate responsibility and share the authority with others in the organisation are the ones that empower their staff to make decisions and share the pressure of looking after the customers, especially when things go wrong.  This additional responsibility also improves employee motivation as they feel important if they can deal with customer complaints direct and as a result will probably stay working in the business for longer.

Don't forget we only have two weeks left after this week and need to have P6 completed by next week.

All best wishes and good luck

Mr T

Image result for levels of authority

Friday, 2 March 2018

Unit 14 P3, P4 M2 D2 - Deadline Thursday 29th March 2018

Dear Year 12

Well done to those that hit the MERIT and DISTINCTION on the last deadline today.  Praise email on the way to those.

P3 is now asking you to consider the factors that a selected business needs to consider when deciding to operate online.  For this you need to consider the planning required, the implementation of making it go live, any extra staffing that you might need to employ or do you get someone else to make it and deal with the £1500 cost implications or do it yourself. And how will you pay for this.

P4 is then asking you to consider any operational risks involved in developing this online presence for a selected business.

Assignment brief can be found here

PowerPoint of resources can be found here

The benefits that having an email address, url, social media presence on You Tube and Twitter, Instagram and Snapchat,  can offer a business can be seen here

Tower Trophies used to be a shop in the busy market town of Evesham in Worcestershire.  The business was struggling to pay its bills even though it had been trading over 15 years.  In 2002 it decided to go online and now has no high street presence as it has relocated to a business park with cheaper rents but has increased its sales as a result of the 24/7 sales that it now enjoys.  Tomoli and Wills a clothes shop in East Grinstead used to have tow shops in the group but decided to go online.  They generated enough sales from one allowing them to close the less the other store and distribute all their stock from the larger East Grinstead premises.  Having an online presence and a physical shop allows them to advertise promotional codes in magazines and this drives traffic to the online store.  Anyone wishing to try on the physical outfit can still do so and returning products to the store is easy and free.

Which business will you talk about when considering the benefits and implications of suggesting that it develops an online presence?

P3 Factors to consider regarding suitability to go online.  Start with the planning and implementation before looking at the other areas below
  • Why do some businesses feel that online is not for them?
  • The need for personal contact rather than remote access
  • The lack of skills or finance to build an online presence
  • Difficulty in thinking of or securing the correct domain name!
  • In house v outsourcing
  • Changing and updating it to keep it looking exciting with new products, images, prices and promotions
  • The importance of building a relationship with your customers and keeping them, intrusted in your brand
  • Ability to cope with the additional work load and the different processes to deal with the 24/7 orders
Staffing challenges - do you need more to start with or can you wait until the extra sales generate you the additional revenue to pay for it?
  • Use of call centres v employing a new team of telesales staff
  • The importance of personal contract.  Can you speak to someone before you order iof you have to
  • Are staff trained to deal with the technology of processing online orders and if not who will train them
  • Can the team of staff continue with the workload of going online as well as their own job to start off with and what happens when things go wrong?
Is the finance available to go online today and if so how much will you need?
  • What is the initial set up cost and can this business afford to do it?
  • How will it impact on the additional running costs and fixed costs?
  • How will the business cope with a sudden increase in interest? Can they afford to get more stock from their suppliers and store this stock.  Can they get deliveries out quick enough at peak times?
Distribution - what else do you need to consider to get the stock to customers safely and effectively
  • How important is it to fulfil customers orders., same day, next day, within 3 days or more and should the business charge people for a quicker service ?
  • What are the benefits to customers of shipping stuff quickly?
  • How complicated is it to ship outside the UK? To EU and the rest of the world and are there any extra taxes that get added or restrictions in place?
  • How will the business deal with fragile goods and perishable goods if this is applicable
  • How much easier is it for a service business to operate online than a business that has to shift products? 
P4 Explain the operational risks to consider for the selected business if it was to start an online presence and stay looking professional and keeping itself and its customers safe
  • How can a business keep payment details secure?
  • Ability to check that errors are corrected before orders are confirmed
  • Protecting customers data that they enter when they order online and how the law insists that you do i.e. Data Protection Act
  • Dealing with customers that have different languages to English as their main language
  • Talk about the legislation that's involved e.g. Distance Selling Regulations  and the Company  (Trading disclosures) Regulations that protect online customers
  • Protecting the business from hostile attacks from cybercrime
  • Back ups and software and hardware failures that could loose orders and customers details
  • Any global regulations that prevent you from shipping to other countries around the world
M2 How can the selected business deal with the operational risks associated with going online?

D2 Evaluate the suitability for having an online presence for the chosen business
The deadline for P3, P4, M2 & D2 is 3pm in the Library on Tuesday 27th March 2018

Tuesday, 27 February 2018

Struggling to get in to school today !

Dear all

this is what my classes should be doing today:

  • Period 1 Year 13 L3 Business - Evaluation of recruitment and selection documents for D2 click here
  • Period 2 Year 10 GCSE Revision lesson for 1.3 ahead of their end of topic test next week here
  • Period 3  No lesson
  • Period 4  Year 12 L3 Travel and Tourism we launched P4 & P5 for Unit 3 yesterday that can be found  here
  • Period 5 Year 12 L3 Travel and Tourism - create a table of resources and references that you have used throughout this unit

Mr T

Thursday, 22 February 2018

Unit 4 P5 - Meeting the needs of different types of customers

Dear Year 11

Having completed the P3 procedures coursework and looked at the P4 legislation that helps a business improve its customer service we will now look at the different types of customers that a business needs to take care of.

The PowerPoint here is the one that we used in lesson

The structure guide is here

The self assessment checklist is here for you to mark your work before you submit it to me to mark

Can we set a deadline for this as the end of next week?

All best wishes and well done for getting to here so quickly.

Remember we want to get this unit completed by Easter so that you can focus on any Merit or distinction work and your other exams

Mr T