Nutshells present the essentials of law in clear & straightforward language explaining the basic principles. Features such as diagrams & checklists make them easy to use while the inclusion of model questions & answer plans help students test their knowledge. Nutshells are an essential revision aid & ideal for getting fully up to speed with a new subject. ...

Nutshells present the essentials of law in clear & straightforward language explaining the basic principles. Features such as diagrams & checklists make them easy to use while the inclusion of model questions & answer plans help students test their knowledge. Nutshells are an essential revision aid & ideal for getting fully up to speed with a new subject. ...

Nutshells present the essentials of law in clear & straightforward language explaining the basic principles. Features such as diagrams & checklists make them easy to use while the inclusion of model questions & answer plans help students test their knowledge. Nutshells are an essential revision aid & ideal for getting fully up to speed with a new subject. ...

Suitable for Apprenticeships & written to the QCF standards this new textbook for all awarding bodies covers the core & most popular optional units of the Level 2 in Customer Service. Written by an experienced senior verifier & edited by the Chief Verifier the book maximises students chances of success by clearly linking the assessment requirements to the relevant knowledge & understanding. Numerous activities & tasks will help students to remember & further understand the clearly explained concepts. Units covered:
- Communicate using customer service language
- Follow the rules to deliver customer service
- Give customers a positive impression of yourself & your organisation
- Deliver reliable customer service
- Recognise & deal with customer queries requests & problems
- Develop customer relationships
- Communicate effectively with customers






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* Written in line with the revised QCF Framework to offer authoritative coverage of the new 2010 NVQ/SVQ Business & Administration standards. * Covers the mandatory most B-category units & most popular optional units with additional support for the Technical Certificate & Functional Skills. * Highly illustrated units & varied activities meant that candidates are kept engaged & can access the information they need quickly* Assessment guidance features throughout offer advice on how to prepare for assessment & how candidates can achieve their best. ...

Up-to-date tailored support to help candidates through their NVQ as quickly & easily as possible! * Delivers the knowledge for the mandatory units & a range of popular option units for the NVQ & the new Technical Certificate plus lots of help with preparation for assessment. * Consistent style & layout builds candidates confidence as they work through the text. * Simple accessible language helps to deliver the underpinning knowledge to candidates with basic skills needs or English as a second language. *

Includes:: spaces for learners to write in order to aid evidence generation & portfolio building.

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* Written in line with the revised QCF Framework to offer authoritative coverage of the new 2010 NVQ/SVQ Customer Service standards. * Covers the mandatory most B-category units & most popular optional units with additional support for the Technical Certificate & Functional Skills. * Highly illustrated units & varied activities meant that candidates are kept engaged & can access the information they need quickly. * Office Life case studies show learners how the qualification supports their working life & provides practical best-practice tips for making the most of their career. * Assessment guidance features throughout offer advice on how to prepare for assessment & how candidates can achieve their best. * Suitable for all awarding organisations including C&G EDI Edexcel OCR & VTCT. ...

Full support for teaching & learning with our best-selling resources * Written by best-selling author Yvonne Nolan so you can be confident you have the expert support to succeed * Knowledge specifications (KS) continually referenced in the margin so candidates know what is being covered & can prepare for assessment. * New evidence features are clearly linked to specific performance criteria (PC) & are cross-referenced to other elements within the qualification
- helping candidates to plan holistically. * Updated legislation & references to regulations where appropriate so that candidates & assessors have the most current information on frameworks related to the health & social care sector. * New information on the latest movements & trends in health & social care so that candidates are aware of initiatives that may affect their working practice. * Many updated photos to demonstrate best practice more clearly.
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* The Candidate Handbook covers all three mandatory units all group one optional units & sufficient group two optional units for the Certificate so learners can be sure they have covered the required knowledge for their qualification. * Case studies throughout the Candidate Handbook allow learners to apply their understanding to a range of contexts & scenarios. * Key term features ensure that learners have a clear understanding of essential concepts which they can apply throughout their course. * Portfolio tasks & evidence gathering activities provide guidance for learners when completing assessment work so they can be sure they have all the information they need. * Clearly mapped to Functional Skills Personal Learning & Thinking Skills & the Technical Certificate for Apprenticeship candidates. ...

* Written in line with the revised QCF Framework to offer authoritative coverage of the new 2010 NVQ/SVQ Business & Administration standards. * Covers the mandatory & most popular optional units with additional support for the Technical Certificate & Functional Skills. * Highly illustrated units & varied activities mean that candidates are kept engaged & can access the information they need quickly. * Assessment guidance features throughout offer advice on how to prepare for assessment & how candidates can achieve their best. ...