Free Essay

Customer Services

In: Business and Management

Submitted By sarahjanewood
Words 2700
Pages 11
The Learner Journey
What happens after I return my enrolment form?
An email will be sent to you when your form has been received and registered on our system. We will then call you and go through an eligibility check over the phone to confirm your eligibility to study and to complete the enrolment process.

Starting your course
Once you have completed your eligibility check you will receive your username and password via email within 7 days. You can then begin your course.

Your course induction
When you log on, the first thing you will be asked to complete is an online induction. You should complete your induction no later than 7 days after you receive your username and password via email. You may be withdrawn from the course if you do not complete your induction. Your course deadlines will then be activated and will appear in your action plan.

Course deadlines
The course requires a minimum of 10 hours per week study time. Your first Unit
Assessment will be due no later than 2 weeks after completing your induction. If you do not submit Assessments and complete the course within the timeframes outlined in your action plan you may be withdrawn and charged an administration fee. Please get in touch if you are unable to meet your deadlines before the assessment due date, as we may be able to grant you a short extension.

About the course materials and Assessments
All course materials for each Unit can be found on the vision2learn platform. The
Assessment questions follow the same sequence as the course materials and are not timed examinations. All Assessments can be found on the last page of the last session in each Unit. These should be downloaded to your PC, then completed and sent to your tutor by each deadline date directly via the course menu and the assessment links on the ‘My study’ page.

Your tutor and course support
Throughout your studies you will be assigned to a dedicated online tutor, who will be available to help with any queries you may have via the v-mail system on the vision2learn platform. Any v-mails will be responded to within 2 working days and Assessment feedback will be given within 5 working days.

Further information
If you require any further support, vision2learn has a dedicated student support line and a web chat service open to all learners. The opening hours for this service are 8am–8pm
Monday to Thursday, and 9am–5pm Friday. The number to call is 0191 215 4100.

Completing your course
Please note that your work will be subject to both internal and external moderation after your tutor has marked it as a pass. It is important that you regularly log in and check your learning platform after completion to ensure you have no moderation actions to complete.
Once you have successfully passed moderation you should receive your certificate within approximately 12 weeks. If your certificate has not arrived after this point, please get in touch with vision2learn by calling 0191 215 4100.

GUIDANCE ON REQUIRED
EVIDENCE
Unemployed Learners on Benefits

Evidence dated within the last 2 months must be provided.
Please note, bank statements and arrangement letters cannot be accepted.
Your application cannot be processed without this evidence.

Proof of ID

Please attach a digital copy of one of the following:





Passport
Driving Licence
Birth Certificate
NI Card

Your application cannot be processed without this proof of ID.

Visa Evidence – Important Information

If you are not a UK or EEA National, please include a digital copy of your visa covering the last 3 years. If you have held a Tier 1 post-study visa or Tier 4 study visa within this time, unfortunately you will not be eligible for the course.
Your application cannot be processed without this evidence.

SUPPLYING ANY REQUIRED
EVIDENCE
If you need to provide evidence to support your eligibility for this course, you can upload any required documents electronically (e.g. using a scanned image or a digital photo) in the
Evidence Documents section.

The following file formats are supported:










PDF
Microsoft Word (.doc and .docx)
Graphics (.jpg, .jpeg, .gif, .tif, .tiff, .bmp and .png)
Microsoft Excel (.xls and .xlsx)
Microsoft PowerPoint (.ppt and .pptx)
WordPerfect (.wp)
Text (.txt)
Rich Text (.rtf)
Web (.htm or .html)

If you are providing evidence using a smart phone or tablet please follow these steps:
1. Select the appropriate option for your document in the Evidence Documents section
2. Choose the camera option
3. Take a picture of your evidence and it will automatically upload to the form.
If you are not using an Apple smart phone or tablet, there is also an option to navigate to the file you wish to upload.

If your device does not feature an in-built camera, please:
1. Either take a digital photo or digital scan of the evidence
2. Upload it to your device in one of the supported file formats
3. Upload the file to the form using the appropriate option in the Evidence Documents section. In all cases, please ensure that the resolution is high enough to be easily readable.

If you are having difficulty producing electronic evidence, please call us on 0191 215 4100 between 8am–8pm Monday to Thursday and 9am–5pm Friday (excluding Bank Holidays).

ENROLMENT FORM
2015-2016
Please complete all sections

Section 1 – Your Personal Details

1. Surname: Wood

2. Forename: Sarah- Jane

4. Title: Mrs

5. Gender: Female

6. Date of Birth: 05/02/1984

7. Age on 31/8/2015:

8. Address: Flat A, 21 Commercial Street
9. Town:

Willington, Durham

10. Postcode: DL15 0AD
11. Email: 1984sarahwood2015@gmail.com
12. Confirm Email:
13. Phone Number: 07476743219
15. N.I. Number:
16. Previous Postcode:

14. Mobile Number:

3. Middle Name(s):

Section 2 – Prior Attainment

The highest level of qualification I have been awarded is:
07,09 - Certificate in Adult Literacy, Numeracy, English for Non-Native Speakers (FENNS), Skills for Life

Please detail below the date and grade of your highest qualifications (e.g. GCSE Maths):
Title of Qualification (GCSE Maths, etc.)

Grade

Date Achieved

Do you have GCSE Maths grade C or above?
Yes - Achieved in year 11

Yes - Achieved since year 11

No

Do you have GCSE English grade C or above?
Yes - Achieved in year 11

Yes - Achieved since year 11

No

Section 3 – Your Choice of Course

Title
NCFE Level 2 Certificate in Principles of
Customer Service (QCF)

Learning aim
601/3712/5

Start date End date

Section 4 – Proof of Eligibility of Government Funding

1. I confirm that I am a citizen of/have been resident in the UK or a member state of the EEA continuously for at least the previous 3 years on the first day or learning and that my residency has not been purely for the purpose of full time education

Yes

No

2. If the answer is NO, please enter your date of entry to the UK or other member state of the
EEA:
3. Country where ordinarily resident:
4. What is your nationality, according to your passport?
5. Do you have “indefinite leave to remain” or “settled status”?
6. Do you have a Visa?

Yes

q

Yes

No

No

7. Do you have official status as an Asylum Seeker?

Yes

8. Do you have official status as a Refugee?

No

Yes

No

Please ensure you upload a copy of all relevant paperwork, including passport and Home Office documentation Section 5 – Monitoring

1. Do you consider yourself to have a disability or health problem?

Yes

No

If yes, I would describe myself as having:
Visual impairment

Hearing impairment

Other physical disability

Other medical conditions e.g. epilepsy, asthma, diabetes

Social and emotional difficulties

Mental health condition

Temporary disability (e.g. post-viral or accident)
Asperger’s condition

Disability affecting mobility

Profound complex disabilities

Other (please specify)

2. Do you consider yourself to have a learning difficulty?

Yes

No

If yes, I would describe myself as having:
Moderate learning difficulty

Severe learning difficulty

Dyslexia

Dyscalculia

Other specific learning difficulty

Autism spectrum condition

Other (please specify)

3. If you have selected any learning difficulties, disabilities or health problems above, which of them do you feel is the primary issue?

4. Do any of the following apply to you?
Would you like a member of our Support Team to contact you?

Yes

No

Have you had help with your examinations in the past

Yes

No

Do you have an Education Health and Care Plan?

Yes

No

5. Ethnic Monitoring – I would describe myself as: 31 - White English/Welsh/Scottish/Northern Irish/ British

6. Household Situation (Select all that apply)
No member of the household in which I live (including myself) is employed
The household that I live in includes only one adult (aged 18 or over)
There are one or more dependent children (aged 0-17 years or 18-24 if full time student or inactive) in this household
None of these statements apply
I wish to withhold this information
Please select one or more of the checkboxes above.

7. What are you planning to do after completing your course? Work part time

Section 6 – Employment Status Information

1. Employment Status on first day of learning:
In paid employment
Not in paid employment, looking for work and available to start work
Not in paid employment, not looking for work and/or not available to start work
Employed hours:
Length of employment:
Length of unemployment:

Self-Declaration for Unemployed Students Who Want To Enter Employment and Need Skills
Training


I confirm that I wish to enter employment but require skills training in order to do so



I am in receipt of one of the following benefits:
JSA
Universal Credit
Employment Support Allowance (WRAG only)
Income Support
Council Tax Benefit
Housing Benefit
None



I am unemployed on the date that the course starts.



I agree to inform the college if I stop receiving the above benefit. I understand that if I have declared false information, action may be taken to reclaim tuition fees and associated costs from me.

Learner signature:

Date:

Please ensure you upload evidence of any benefits you receive

Section 7 – Evidence Documents

Please upload any required documents:
Copy of relevant page(s) of passport confirming name, nationality and all UK Entry Clearance and/or a copy of photo drivers licence

Copy of Visa

Copy of Benefits Letter which is less than two months old

Section 8 – Declaration, Consent to Process and Acceptance of Terms and
Conditions

Learning Records Service Privacy Notice
The information you supply will be used by the Skills Funding Agency, an Executive Agency of the
Department for Business, Innovation and Skills, to issue you with a Unique Learner Number
(ULN), and to create your Personal Learning Record. For more information about how your information is processed and shared refer to the Extended Privacy Notice available on Gov.UK.
European Union - European Social Fund (ESF)
Some courses at this college are Government funded either through the Education Funding
Agency or the Skills Funding Agency, and so could also be eligible for match funding. Therefore your course could be directly or indirectly part-financed by the ESF, which helps develop employment by promoting employability, business spirit and equal opportunities and investing in human resources.
How We Use Your Personal Information
The personal information you provide is passed to the Chief Executive of Skills Funding (“the Skills
Funding Agency”) and the Department for Business, Innovation and Skills (BIS). Where necessary it is also shared with the Department for Education, including the Education Funding Agency. The information is used for the exercise of functions of these government departments and to meet statutory responsibilities, including under the Apprenticeships, Skills, Children and Learning Act
2009, and to create and maintain a unique learner number (ULN) and a Personal Learning Record
(PLR). The information you provide may be shared with other organisations for education, training, employment and well-being related purposes, including for research.
You may be contacted after you have completed your programme of learning to establish whether you have entered employment or gone onto further training. You can opt out of contact for other purposes by ticking the boxes at the front of this form.
Further information about use of and access to your personal data, and details of organisations with whom we regularly share data are available at: http://www.gov.uk/government/publications/sfa-privacy-notice Statement of Accuracy and Acceptance
I certify that the information given on this form is correct. I agree to abide by the regulations of
South Tyneside College and legal requirements, including Health and Safety Policy and health and safety law. I undertake to inform the College of any change to the details I have provided on this form. I agree to other conditions as listed in the College Charter.
I have read the Data Protection Statement and understand that the College reserves the right to process personal data contained in this form or other data which the College may obtain from me or other people whilst I am a learner. The College reserves the right to process such data for any purposes connected with my studies or my health and safety whilst on the premises or for any other legitimate reason. In order to obtain details of examination achievement I agree that the

College may approach the appropriate school or public body on my behalf to release this information. Learners under 19 years old at the start of the course agree to the College sharing information with their parents and/or guardians in relation to attendance, learning and progress. Learners who are being sponsored, or with training agent, or whose fees are being paid by their employer or parent agree to the College sharing information in relation to attendance, learning and progress with their sponsor / employer / training agent / parent. This includes sponsors/ employers/training agent/parents outside the European Union.
I understand that the College has the right to cancel or postpone courses. Refunds will be made in this instance, or if I leave a course of 3 months or longer duration during the first three weeks. I am aware of the South Tyneside College Fee Remittance Policy 2015-16 and that the course fee is as advertised at the time of enrolment. Where tuition fees are to be charged for a course on which I am enrolling, I acknowledge that these fees are due upon enrolment for that course. If I choose to pay my fees either through a Student Finance England Loan or a 24+ Advanced
Learning Loan I acknowledge that, should my loan application be unsuccessful for any reason, I will become personally liable for part or all of the fees due, subject to the conditions set out in the South Tyneside College Fees Remittance Policy 2015-16. I also acknowledge that, should I choose to withdraw from a programme, I will be liable for part or all of the fees due, subject to the conditions set out in the South Tyneside College Fees Remittance Policy 2015-16. This applies for course fees paid direct to South Tyneside College and fees paid through Student Finance
England or 24+ Advanced Learning Loan.
I understand that I will be charged an admin fee if I fail to attend any exams and that achievement certificates may be withheld if I have outstanding debts with the College. The
College reserves the right to actively pursue payment through its credit control processes.
I understand that my work will be checked by automated plagiarism detection software and that I have received and understand the College’s student code of conduct. I agree to abide by the
Acceptable Use of IT Policy. Learners under 19 years old at the start of the course agree that they will complete all elements of the learning programme.
I agree that I have received suitable and appropriate information, advice and guidance prior to accepting my place and feel that I am enrolling on the correct programme.
Tick any of the boxes if you do NOT wish to be contacted:
About courses and learning opportunities:
Post

Telephone

Email

For surveys and research:

Telephone

Email

Post

Learner signature:

Date:

Staff signature:

Date:…...

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Customer Service

...Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: DONATAS MENDELIS Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | |skills about your issues rose, also read Vodafone advisor notes to ......

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