2 A1 What is an enterprise? Introductory activity: Students discuss how small A useful website for students to explore is CSS Cloud enterprises can offer great customer service, based on (www.csscloud.co.uk), an IT support service. The their experience of using one. The teacher directs them company is an example of a local enterprise that offers The role of customer service in to consider these questions: a service. attracting new customers, What makes customer service good? securing repeat purchases, customer loyalty and an How can it be made unique? improved reputation Main session activities: Enterprises use creativity and Students work in small groups to discuss the skills innovation to meet customers’ and qualities a good customer service employee needs by identifying gaps in the should have. Students consider the training market for goods or services, or required in order to develop the best customer identifying a market for new service skills and why these skills are important. goods or services Students also identify the actions an enterprise should take if an employee does not provide good Reasons why some enterprises customer service. fail Students visit CSS Cloud’s website to find out how it uses creativity and innovation to develop new products or services. Using their findings, they make judgements about the customer service this enterprise offers. Teacher-led discussion about why students think enterprises fail. Students make a bullet list of the key points. Plenary activity: Teacher-led discussion to establish three reasons why customer service is important for an enterprise. 3 A2 Types and characteristics of Introductory activity: Students work in small groups to A useful example to consider when discussing how small and medium enterprises discuss the difference between the words enterprises grow is Pasta Foods ‘micro’, ‘small’ (SMEs) and The teacher lists the definitions and leads (www.pastafoods.com). ‘medium’. a brief discussion on how they could be applied to an enterprise. Definitions of SMEs: Main session activities: micro up to ten people –
2 A1 What is an enterprise? The role of customer service in attracting new customers, securing repeat purchases, customer loyalty and an improved reputation Enterprises use creativity and innovation to meet customers’ needs by identifying gaps in the market for goods or services, or identifying a market for new goods or services Reasons why some enterprises fail Introductory activity: Students discuss how small enterprises can offer great customer service, based on their experience of using one. The teacher directs them to consider these questions: What makes customer service good? How can it be made unique? Main session activities: Students work in small groups to discuss the skills and qualities a good customer service employee should have. Students consider the training required in order to develop the best customer service skills and why these skills are important. Students also identify the actions an enterprise should take if an employee does not provide good customer service. Students visit CSS Cloud’s website to find out how it uses creativity and innovation to develop new products or services. Using their findings, they make judgements about the customer service this enterprise offers. Teacher-led discussion about why students think enterprises fail. Students make a bullet list of the key points. Plenary activity: Teacher-led discussion to establish three reasons why customer service is important for an enterprise. A useful website for students to explore is CSS Cloud (www.csscloud.co.uk), an IT support service. The company is an example of a local enterprise that offers a service. 3 A2 Types and characteristics of small and medium enterprises (SMEs) Definitions of SMEs: micro – up to ten people Introductory activity: Students work in small groups to discuss the difference between the words ‘micro’, ‘small’ and ‘medium’. The teacher lists the definitions and leads a brief discussion on how they could be applied to an enterprise. Main session activities: A useful example to consider when discussing how enterprises grow is Pasta Foods (www.pastafoods.com).
BTEC-Tech-Award-Enterprise-SOW-C1.docx