NCFE Principles of Business AdministrationLevel 2 CertificateWatersideTutor: Michelle Walshmwalsh@accross.ac.uk01254 354413

Learning objectives – Session 3

1. AC 5.1 Describe the types of mail services used in business organisations

2. AC 5.2 Explain the need for different types of mail services

3. AC 5.3 Explain the factors to be considered when selecting mail services

4. AC 5.4 Explain the factors to be taken into account when choosing postage methods

5. AC 6.1 Describe different types of customers 6. AC 6.2 Describe the impact of their own behaviour on

a customer 7. AC 6.3 Explain the impact of poor customer service 8. Access ItsLearning to demonstrate you know where

resources are and where and how to upload your assignment

First half of the sessionLearning Outcome 5

You will be looking at each of the assessment criteria and discussing possible responses, making notes and researching what you are unsure of.

Just before break, we will share your responses and I will provide hints and tips for how to answer.

LO 5 - Understand the use of mail services in a business context 5.1 Describe the types of mail services used

in business organisations 5.2 Explain the need for different types of mail

services (remember to include why) 5.3 Explain the factors to be considered when

selecting mail services (remember to include why)

5.4 Explain the factors to be taken into account when choosing postage methods (remember to include why)

AC 5.1 mail servicesMay include, but are not limited to:

External: special delivery; signed for; 1st class or 2nd class mail; courier services

Internal: group emails; bulk documents; internal envelope; pigeon holes

AC 5.2 Explain the need for different types of

mail services Mail services: postal service; courier

company

Need for different types: e.g. cost, speed, security, convenience, destination, weight of letter/package, robustness of material to be delivered, replacement value of documents/package

AC 5.3 Explain the factors to be considered when

selecting mail services Factors: e.g. cost, speed, security,

convenience, destination, weight of letter/package, robustness of material to be delivered, replacement value of documents/package

AC 5.4 Explain the factors to be taken into account when choosing postage methods

Postage methods: special delivery; signed for 1st class; signed for 2nd class; 1st class mail; 2nd class mail; international tracked and signed; international tracked; international signed; international standard; international economy

Factors: e.g. external, internal, cost, security, speed, sender and recipient, destination

15 MINS

Second half of the session

You are going to work on Learning Outcome 6

Again – You will be looking at each of the assessment criteria and discussing possible responses, making notes and researching what you are unsure of.

Before the end of the session, we will share your responses and I will provide hints and tips for how to answer.

LO 6 - Understand customer service in a

business environment 6.1 Describe different types of customers

6.2 Describe the impact of their (your) own behaviour on a customer

6.3 Explain the impact of poor customer service (remember to include why)

AC 6.1 Describe different types of

customers Internal: people within the organisation that

you provide a service to e.g. other departments, colleagues, some suppliers

External: people outside of the organisation that you provide a service to e.g. other businesses, customers, suppliers

AC 6.2 Describe the impact of their own behaviour on a customer Consider the difference your own behaviour has on that of customers, for example, being helpful, friendly, approachable, empathetic, efficient as opposed to being unhelpful, keeping customers waiting, appearing uninterested in the customers’ needs/requirements

Positive impact: e.g. customer will return, customer will feel valued, gives a positive impression of the organisation

Negative impact: e.g. customer will go to another company/organisation, customer may become aggressive or rude themselves, customer will feel they are not valued

AC 6.3 Explain the impact of poor customer service

Impact: e.g. customer will not return, lack of business opportunities, poor reputation of the organisation, reduction in profits, customer complaint, affect customer service targets, stressful to staff

Access ItsLearning Log in to your ItsLearning account whilst in the

classroom – Your log in details have all been sent to your email account

Take a look at all the different sections and resources - familiarise yourself with what is available to help you

I will come round, see how you use it and answer individual questions and ensure you know how and where to submit your assignments.

Learning outcomes – Session 3

DID YOU……? AC 5.1 Describe the types of mail services used in business

organisations AC 5.2 Explain the need for different types of mail services AC 5.3 Explain the factors to be considered when selecting mail

services AC 5.4 Explain the factors to be taken into account when choosing

postage methods AC 6.1 Describe different types of customers AC 6.2 Describe the impact of their own behaviour on a

customer AC 6.3 Explain the impact of poor customer service Access ItsLearning to demonstrate you know where resources

are and where and how to upload your assignment

Unit 1 AssignmentComplete Unit 1 assignment – The

assignment is due to be completed by the 29th of November 2016

This must be completed as a DOCUMENT (Word, Google Docs) and then uploaded to

Unit 01 – DO NOT use the text box on ItsLearning

Any questions?

Next week…..

Unit 02 Principles of business document production and information management

LO 1. Understand how to prepare business documents

LO 2. Understand the distribution of business documents