P2BA10-1
Find ‘Successful customer service: Get brilliant results fast’ by Pauline Rowson, published by Crimson Publishing, and read: Chapter nine ‘Customer surveys’ Chapter eleven ‘Appearance and body language’ Chapter sixteen ‘Dealing with the angry or difficult person’
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Receptionist’ job profile from the National Careers Service website.
- ‘Health and safety at work- a company’s responsibilities’ webpage from the Inform Direct website.
- ‘S/NVQ Level 2 Business and Administration Student Book (S/NVQ Business & Administration)’ by Carol Carysforth, published by Heineman.
- ‘Business and Administration NVQ Level 2’ by Diane and John Sutherland, published by Hodder Education (2011).
- Presentation
- Good Practice Example
- Watch this video ‘Receptionist career information: receptionist tools’ produced by Expert Village. Click to watch this video ‘When the phone rings’ produced by Kantola Productions that shows a bad example of receptionist skills.
- Watch this video ‘Receptionist career information: receptionist tools’ produced by Expert Village. Click to watch this video ‘When the phone rings’ produced by Kantola Productions that shows a bad example of receptionist skills.
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click to watch this video on organisational structures, produced by Sarah Smit.
- Find ‘Successful customer service: Get brilliant results fast’ by Pauline Rowson, published by Crimson Publishing, and read: Chapter nine ‘Customer surveys’ Chapter eleven ‘Appearance and body language’ Chapter sixteen ‘Dealing with the angry or difficult person’
- Think And Challenge
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