Customer Service and Business Skills Partnership Programmes 2016-2017 PROGR AMMES
Go further. Right here Programmes and course details may change. Confirm your options by calling a Student Advisor on 0800 WELTEC (935 832).
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Customer Service is about constantly and consistently meeting the needs of your customers. Whether it’s buying a cup of coffee, items of clothing, upgrading technology, or even a house, excellent customer service is vital to the success of any business. WelTec offers a range of programmes designed to give students the practical learning and experience needed to graduate work-ready with the skills employers want, or go on to further study. Choose the programme that’s right for your students Our courses offer learning packages that have clear entry and exit points and can be facilitated as part of STAR courses and/or Gateway placements.
Limited credit courses (25 credits approximately) The flexibility and scope of the courses supports the NZ Curriculum: > Through assisting students to focus on their futures through alignment to the workplace and enterprise
Programmes and course details may change. Confirm your options by calling a Student Advisor on 0800 WELTEC (935 832).
weltec.ac.nz/retail
With the practical and research aspects of the courses students are able to readily transfer their learning to the workplace and are able to develop key competencies through: > Relating to others through interacting and sharing ideas surrounding best practice > Managing their own timeframes through setting personal goals regarding transition to the workplace > Independent thinking surrounding best possible solutions to different situations These limited credit courses offer a strong, co-ordinated suite of learning packages that students can comfortably progress from Y12 and Y13 through to the workplace. They provide students with: > A learning pathway outside of core curriculum subjects
> Through the engagement and connection with the students’ wider lives (part-time jobs) and the community (work placements)
> An opportunity to gain a wide variety of unit standards relevant to potential career paths
> By opening pathways for future learning
> An opportunity to link individual learning to the workplace
The selection of unit standards within the individual courses continues to support literacy and numeracy initiatives with the inclusion of business letter writing, retail and business calculations and cash handling skills.
> Courses flexible enough to meet individual timetable requirements
weltec.ac.nz/retail
Customer Service, Retail Operations and Business Skills Level 2 Start: Open Length: Flexible (February–November 2016) Campus: Distance learning
Credits gained through these three courses may be used towards the following National Certificates including: > NCEA (Level 2) > New Zealand Certificate in Retail (Customer Service and Sales Support) (Level 2) > National Certificate in Business Administration and Computing (Level 2)
These courses provide students with a chance to learn introductory frontline customer service and business skills. Customer Service Skills (27 Credits)
Retail Operations (14 Credits)
Business Skills (23 Credits)
A selection of level 2 unit standards are provided that offer learning towards introductory frontline customer service skills where the learner is working predominantly with customers in a face-to-face situation.
Building on from the Customer Service Skills Level 2 programme this course provides an opportunity for students to develop their operational skills.
Your students will:
Students will:
This course provides a selection of level 2 unit standards that offer learning towards introductory non-accounting business and office skills where the learner is working predominantly in a customer service environment.
> Learn skills in selling to different types of customers
> Learn how to maintain and take care of stock
> Gain the techniques needed to minimise theft and fraud
> Gain knowledge of latest workplace safety practice
> Learn how to research product information
> Gain an understanding of the applications of goods and services legislation
> Gain experience in working effectively in a team
Your students will: > Learn how to handle cash correctly > Learn the correct practice in writing business letters and memos > Gain skills in handling business documents including invoices and statements
> Develop their skills in handling cash
> Gain insight into maintaining workplace presentation
> Learn how to process customer payments
> Learn how to perform business calculations
> Build their workplace communication skills
UNIT 62
11938
LEVEL
CREDIT
Maintain personal presentation and a positive attitude in a workplace involving customer contact
DESCRIPTION
2
3
Assist customers to select goods and/ or services face to face
2
DESCRIPTION
LEVEL
CREDIT
406
Maintain and take care of stock
2
4
11955
Demonstrate cash handling skills for banking in a retail or distribution environment
2
2
11968
Demonstrate and integrate knowledge of legislation applicable to sale of goods and services
2
4
17593
Apply safe work practices in the workplace
2
3
11941
Establish and maintain positive customer service interactions
2
2
11974
Participate in a team in a retail or distribution environment
2
4
12008
Sell goods and/or services in a retail or distribution environment
2
6
19583
Demonstrate knowledge of products in a retail or distribution environment
2
4
Demonstrate knowledge of theft and fraud in a retail or distribution environment
2
24997
UNIT
5
4
UNIT
LEVEL
CREDIT
57
Provide customer service
DESCRIPTION
2
2
327
Document business financial transactions for an entity
2
4
403
Receive customer payments
2
3
1277
Communicate information in a specified workplace
2
3
3488
Write business correspondence for a workplace
2
6
11955
Demonstrate cash handling skills for banking in a retail or distribution environment
2
2
11956
Prepare a float and reconcile sales records and takings in a retail or distribution environment
3
3
Students who successfully complete the Business Skills Level 2 course may cross credit 14 credits to the National Certicate in Business Administration and Computing (Level 2). Programmes and course details may change. Confirm your options by calling a Student Advisor on 0800 WELTEC (935 832).
weltec.ac.nz/retail
Programmes and course details may change. Confirm your options by calling a Student Advisor on 0800 WELTEC (935 832).
weltec.ac.nz/retail
Customer Service, Retail Operations Level 3 Start: Open Length: Flexible (February - November 2016) Campus: Distance learning
Credits gained in these two courses may be used towards the following National Certificates: > NCEA Level 3 > New Zealand Certificate in Retail (Level 3) > National Certificate in Tourism (Core Skills) (Level 3) > National Certificate in Travel (Level 3) > National Certificate in Business Administration and Computing (Level 3)
These courses will suit students who want to work, or are working in customer service environments where they require a range of skills to deal with a variety of customer and business interactions. Customer Service Skills (30 Credits)
Retail Operations (31 Credits)
This course provides a selection of level 3 unit standards that offer learning towards working in customer service environments where the learner may be responsible for managing customer interactions that are outside of basic customer service skills.
This course, which offers a selection of level 3 unit standards, builds on from the Customer Service Skills level 3 programme and provides an opportunity for students to further develop their operational skills.
Your students will:
> Learn how to communicate effectively with staff and customers
> Learn successful ways of interacting with customers from a variety of backgrounds
> Learn skills in direct reporting > Gain an understanding of applied workplace safety
> Gain skills in handling complaints
> Learn how to produce workplace documents to meet marketing and display purposes
> Learn how to research products and organisations > Learn the techniques needed to create displays
> Gain skills relating to using office information, copying and telecommunication systems
> Learn how to prepare a float and reconcile takings
UNIT
LEVEL
CREDIT
422
Create in-store displays in a retail or distribution environment
3
3
11817
Serve customers face to face in a wide range of contexts
3
4
11831
Apply skills and qualities of a salesperson in a retail or distribution environment
3
6
Demonstrate and apply product and/or service knowledge
3
Prepare a float and reconcile sales records and Takings in a retail or sales environment
3
Demonstrate product knowledge in a specified department in a retail or distribution environment
4
22013
Create and maintain materials for presentation of products
3
4
27229
Respond to customer complaints in a retail or distribution environment during customer interactions
3
4
11818 11956 11999
DESCRIPTION
Your students will:
UNIT
DESCRIPTION
LEVEL
CREDIT
1312
Give oral instructions in the workplace
3
3
9705
Give and respond to feedback on performance
3
3
9681
Contribute within a team that has an objective
3
3
2789
Produce desktop published documents for organisational use
3
6
11959
Order goods to meet pre-set stock levels in a retail or distribution environment
3
2
11816
Respond to customer enquiries by writing in a range of contexts
3
4
Use office information, copying, and telecommunication systems
3
5
Apply health, safety and security practices to service delivery operations
3
5
2 3 4 123 27927
Students who successfully complete both the Customer Service Skills Level 3 and Retail Operations Level 3 courses will be awarded the New Zealand Certificate in Retail (Level 3).
Programmes and course details may change. Confirm your options by calling a Student Advisor on 0800 WELTEC (935 832).
weltec.ac.nz/retail
Programmes and course details may change. Confirm your options by calling a Student Advisor on 0800 WELTEC (935 832).
weltec.ac.nz/retail
Contact us. Right here Petone Campus 21 Kensington Avenue, Petone Private Bag 39803, Wellington 5045 Telephone: (04) 920 2400 Fax: (04) 920 2401 Rowena Rowe Private Bag 39803, Wellington 5045 Telephone: (04) 920 2427
0800 WelTec (935 832) information@weltec.ac.nz www.weltec.ac.nz facebook.com/WelTec instagram.com/weltecnz
DISCLAIMER
The information contained in this programme guide describes the courses we intend to offer. The information is correct at the time of printing (November 2015). Please note that programmes and courses are subject to change.
Programmes and course details may change. Confirm your options by calling a Student Advisor on 0800 WELTEC (935 832).
weltec.ac.nz/retail