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This is a 10-slide PowerPoint presentation which covers the whole of the third of 4 parts of Business Level 2, Unit 4 - Principles of Customer Service. It is designed for the EDEXCEL Specification but could be used with any students of customer service. Please download the FREE activity sheets which accompany these PowerPoints. Search for “Level 2 activity sheets”. This PowerPoint covers: Who are your Customers? The focus is on identifying and understanding different types of customers. It categorizes customers into two main types: internal customers and external customers. The presentation also highlights the main differences between internal and external customers, such as their relationship with the organization and their needs. It discusses customers with special requirements, including non-English speakers, different age groups, different cultures, gender differences, families, and customers with special needs. Additionally, it covers factors that impact different customer service expectations, such as the customer’s age, culture, public image of the business, and disposable income. The presentation includes activities and review questions to reinforce the concepts discussed. This is the 3rd of 4 Powerpoints which will, together, cover the whole Unit.

This is a 40-slide PowerPoint presentation which covers the whole of the first of 4 parts of Business Level 2, Unit 4 - Principles of Customer Service. It is designed for the EDEXCEL Specification but could be used with any students of customer service. Please download the FREE activity sheets which accompany these PowerPoints. Search for “Level 2 activity sheets”. The presentation covers the principles and importance of customer service in business. It starts by defining customer service as all the ways a business meets customer expectations to satisfy customers. It highlights various customer service roles, both direct (e.g., receptionists, call centre workers) and indirect (e.g., cleaners, engineers). The presentation also discusses different types of customer service, such as face-to-face service in hotels and restaurants, and remote customer service for online businesses. It emphasises the importance of teamwork in providing good customer service and the need for consistent and reliable service. Customer satisfaction is another key topic, with a focus on how businesses can satisfy customers through techniques like providing extra services, accuracy, and value for money. The presentation also covers the benefits of good customer service, such as increased sales, profit, and customer retention. There are several activities throughout the presentation, including identifying customer service roles, comparing good and bad customer service experiences, and reviewing techniques for providing customer satisfaction. This is the 1st of 4 Powerpoints which will, together, cover the whole Unit.

This is a 19-slide PowerPoint presentation which covers the whole of the second of 4 parts of Business Level 2, Unit 4 - Principles of Customer Service. It is designed for the EDEXCEL Specification but could be used with any students of customer service. Please download the FREE activity sheets which accompany these PowerPoints. Search for “Level 2 activity sheets”. This PowerPoint covers: Customer Service: Effective customer service involves monitoring feedback and adhering to industry and organizational codes. Legal Compliance: Businesses must comply with legal standards, including health and safety, sale of goods, data protection, and equal opportunities. Ethical Standards: Maintaining ethical standards is crucial, such as not misleading customers or withholding valid refunds. Organizational Procedures: Following procedures ensures consistent service, competitive edge, and alignment with mission statements. Risk Management: Minimizing hazards and risks involves identifying potential dangers and taking steps to mitigate them. This is the 2nd of 4 Powerpoints which will, together, cover the whole Unit.

This is a 26-slide PowerPoint presentation which covers the whole of the 4th of 4 parts of Business Level 2, Unit 4 - Principles of Customer Service. It is designed for the EDEXCEL Specification but could be used with any students of customer service. Please download the FREE activity sheets which accompany these PowerPoints. Search for “Level 2 activity sheets”. This PowerPoint covers: Customer Service: Essential skills include good manners, appropriate dress, and positive attitude. Communication: Effective communication involves both verbal and non-verbal elements. Handling Queries: Always be polite, show empathy, and keep customers informed. Dealing with Complaints: Listen carefully, offer alternatives, and escalate serious issues. Authority Limits: Different roles have specific limits on actions like refunds and free products. This is the 4th of 4 Powerpoints which will, together, cover the whole Unit.

These FREE activity sheets accompany the 4 PowerPoint presentations which make up the Unit, Principles of Customer Service. These sheets should be downloaded by anyone who purchases ANY of the 4 PowerPoints for this Unit.

This is a 10-page student Handout written by an experienced A Level Law Examiner, which has been tried and tested with many groups and across many years. The Handout covers the topic of how morality has influenced the law. It covers such topics as the different theories of law and the ideas of legal theorists and looks at how practical examples from recent times, such as the Discrimination Act, was influenced by morality. An essential aid to the topic for any students/teachers of morality and law.

This is a model answer, written by an experienced Law Examiner, to the question, “What is the association between law and morality?”. It is 4-pages or 1500 words long and provides an insight in how to answer questions on this difficult topic. It includes all of the main legal theorists such as Bentham and Rawls and can be adapted to suit other questions on the topic.

Written by an experienced Law Examiner, this set of student notes on “Views on Morality” is invaluable any any students and teachers of A Level Law. The Handout explores the relationship between law and morality, focusing on the Hart-Devlin debate and various legal theorists’ views. Hart vs. Devlin on Law and Morality: Hart argued that law should remain separate from morality, while Devlin believed law should enforce moral standards. Sources of Morality: Morality can be influenced by family, media, religion, and education, and while some aspects can be enforced, others cannot. Paternalist vs. Liberal Views: Paternalists argue that law should guide and protect people, while liberals believe law should not interfere in private lives. Functions of Law: Summers and Raz identified practical functions of law such as providing remedies, prohibiting harmful conduct, and settling disputes. Hart’s Distinction Between Legal and Moral Rules: Hart distinguished legal rules, which can be changed and enforced by authorities, from moral rules, which are subject to social pressure and personal sacrifice. Fuller’s Guidelines for Law: Fuller proposed that laws should be well-considered, known, understandable, consistent, and not require the impossible, among other criteria.

This is a 9-page student Handout, written by an experienced Law Examiner, which provides a guide as to what to include when answering questions on law and morality. The Handout discusses legal cases involving the intersection of law and morality, focusing on battered women who kill violent partners and the withdrawal of life support from comatose patients. Sara Thornton’s Case: Sara Thornton’s murder conviction was quashed after arguments that her violent husband provoked her, highlighting the recognition of “battered women’s syndrome” in legal defenses. Law and Morality: The document explores the relationship between law and morality, referencing debates and cases such as R v R, which questioned the legality of marital rape, and the evolving legal perspectives on moral issues. Tony Bland’s Case: Tony Bland’s case involved the withdrawal of life support for a Hillsborough disaster victim in a persistent vegetative state, marking a significant legal decision on medical treatment and end-of-life issues. This is designed for the AQA Specification but could be used with any students studying the topic of law and morality.

This 5-page Handout or Worksheet consists of revision questions on the topic of Law and Morality. Written by an experienced Law Examiner, it wraps up the study of the topic and ensures that students also undertake some research (on the Bulger case) as well. Designed for the AQA Specification, this Worksheet can be used with any students undertaking study of this vital topic.

This is a 22-page student Handout/Worksheet on the various theories of Justice. Written by an experienced Examiner in Law and used with classes with excellent results. A summary of the Handout is below: The document discusses various legal cases and theories of justice, exploring different perspectives on fairness and legal principles. Case of Reeves: Two men convicted of receiving stolen goods received different sentences; one was fined £25 in the Magistrates’ Court, while the other, who elected for a jury trial, was sentenced to nine months in prison but was released after serving three months due to the perceived disparity in sentencing. Perelman’s Justice Theories: C. H. Perelman identified six meanings of justice, including formal and substantive justice. His ideas emphasize the importance of following correct procedures and ensuring that the rules themselves are just. Beycan Case: The Court of Appeal quashed Beycan’s conviction for supplying heroin because he was not informed of his right to legal advice, violating Perelman’s principles of justice. Promissory Estoppel: Lord Denning introduced the concept of promissory estoppel in the case of Central London Property v High Trees House to ensure substantive justice, preventing a party from going back on a promise if others have relied on it in good faith. Aristotle’s Justice: Aristotle’s theories of distributive and corrective justice are illustrated through cases like Jebson v Ministry of Defence and Beswick v Beswick, emphasizing proportionate compensation and restoring balance. Utilitarianism: Utilitarianism, associated with Jeremy Bentham and John Stuart Mill, focuses on maximizing happiness for the greatest number, but it faces criticism for potentially justifying immoral acts if they increase overall happiness. John Rawls’ Theory: John Rawls’ theory of justice emphasizes fairness through the ‘veil of ignorance’ and includes the principles of liberty and the difference principle, which aims to benefit the least well-off members of society. The Handout contains questions and exercises throughout and gives a thorough examination of the topic.

This is a 6-page “model answer” written by an experienced Examiner, to the question “What is the association between law and justice?” The Handout discusses various theories of justice, including Natural Law, Positivism, Distributive Justice, Corrective Justice, Utilitarianism, and Social Justice. It highlights the differing views of theorists like Aristotle, Karl Marx, Jeremy Bentham, and John Rawls on how justice should be achieved and applied in society. The document also examines the application of these theories in procedural and substantive law, and concludes that justice is a subjective concept, with different interpretations leading to varying outcomes in legal cases. An invaluable aid to the study of Law and Justice.

This is an introduction to the complex topic of Law and Justice. It is designed to be distributed to students and it includes questions and activities and also provides a “model answer” to a common question on the topic. The Handout is structured as follows: Definitions of Justice: Justice is associated with fairness, equality, and the proper administration of the law, with various perspectives provided by philosophers like Aristotle, Bentham, Rawls, and Nozick. Aristotle’s View: Aristotle divides justice into distributive justice, concerning the fair allocation of resources, and corrective justice, dealing with rectifying wrongs. Bentham’s Utilitarian Approach: Bentham’s utilitarian idea of justice aims to achieve the greatest happiness for the greatest number, though it has limitations. Rawls’s Theory: Rawls emphasizes fairness and equality, focusing on protecting the least advantaged members of society. Nozick’s Conservative View: Nozick offers a conservative alternative, focusing on individual rights and the minimal state. Case Studies: Several case studies illustrate the complexities of achieving justice, highlighting issues such as disproportionate punishments and the ethical implications of severe penalties. Barriers to Justice: Barriers include the unrepresentative legal profession, limited access to legal advice and representation, and biases in the administration of justice. Legal Theories’ Insights: Legal theories provide insights into the relationship between law and justice, with various definitions highlighting different dimensions like formal/procedural justice and substantive justice.

This is a 16-page student Handout and activity sheet which covers a vital topic in A2 Law. Written by an experienced Examiner and used with his classes over the years. Here’s a summary of the document: The Handoutt discusses the relationship between law and morality, focusing on the Sexual Offences Act (1967) and the case of DPP v Knuller (1972). It explores how legal decisions reflect societal changes and moral debates. Sexual Offences Act (1967): The Sexual Offences Act (1967) partially decriminalized homosexual acts between consenting adults over 21 in private, following the recommendations of the Wolfenden Report (1957). Wolfenden Report: The Wolfenden Report recommended decriminalizing private homosexual acts between consenting adults over 21, sparking significant public debate and influencing the Sexual Offences Act. Homosexual Law Reform Society: The Homosexual Law Reform Society, founded in 1958, aimed to persuade Parliament to reform laws on homosexuality, highlighting the societal shift in moral values. Law Lords’ Decision: In DPP v Knuller, the Law Lords upheld the conviction for conspiracy to corrupt public morals but quashed the conviction for outrage public decency, citing the need to consider contemporary standards. Case of Re A (Children): The case of Re A (Children) involved the separation of conjoined twins, with the Court of Appeal deciding based on the lesser of two evils, emphasizing the moral complexities in legal decisions. Pretty and Purdy Cases: The cases of Pretty and Purdy addressed the issue of assisted suicide, with courts emphasizing that changes to the law are a matter for Parliament, not the judiciary.

A 26-page student Handout which represents everything students need to know about Substantive, Procedural Justice and Equity. Written by an experienced Examiner and delivered to his classes successfully over many years. The document explores various aspects of justice, including substantive and procedural justice, equity, and the role of judicial review in holding public bodies accountable. Substantive Justice: Substantive justice examines the content of laws and measures them against fundamental principles like fairness and morality. Equity in Law: Equity fills gaps in common law by providing remedies where common law is insufficient, as illustrated by historical cases and principles. Equitable Remedies: Equitable remedies include freezing injunctions, search orders, and orders of specific performance, which compel defendants to act or refrain from certain actions. Case Study: Ryan Giggs: Ryan Giggs sought an injunction to prevent the publication of private information, highlighting the complexities and breaches of such orders. Case Study: Tinsley v Milligan: The case illustrates the tension between equitable ownership and illegal actions, with the House of Lords ruling in favor of Milligan despite her fraudulent behavior. Damages in Civil Law: Damages aim to restore the claimant’s financial position, with special and general damages addressing specific and non-specific losses respectively. Judicial Review: Judicial review allows courts to assess the lawfulness of public body decisions, serving as a critical check on governmental power. Controversy Over Judicial Review Reforms: Proposed reforms to judicial review have sparked debate, with critics arguing that they undermine the ability to hold the government accountable.

This is an 11-slide explainer of the history and significance of Remembrance Day. It is suitable for use in PSHE or Citizenship classes or could even be used with History groups. It is aimed at 11-14 year olds and there are speakers’ notes and review questions at the end, which could be used as the basis of discussion. This is a summary of the contents of the PowerPoint: Origins: Remembrance Sunday began in 1919 to honor those who died in WWI. Significance: It is a day to honor all who died in wars and conflicts, observed worldwide. Symbols: The poppy symbolizes remembrance, inspired by ‘In Flanders Fields’. Two Minute Silence: Observed at 11am to reflect on sacrifices made by fallen soldiers. Global Observance: Remembrance Sunday includes ceremonies, parades, and moments of silence.

Complete Handout/Worksheet on General Defences in English Law. Written by an experienced Law examiner and used many times in classes of my own, obtaining excellent results. This is a 25-page workbook which includes questions and highlighted key points and cases. There is an accompanying Worksheet of review questions in addition to this Worksheet. Here’s a summary of the document: The document provides an overview of various general defences in English law, including Automatism, Insanity, Duress, Intoxication, Consent, and Self-Defense/Prevention of Crime. Automatism: Automatism is divided into non-insane and self-induced automatism. Insanity: Insanity is governed by the M’Naghten Rules, which require proving a defect of reason caused by a disease of the mind, leading to a lack of understanding of the nature and quality of the act or its wrongfulness. Duress: Duress involves committing a crime under the threat of death or serious bodily harm. Intoxication: Intoxication can be a defense for specific intent crimes if it prevents the formation of mens rea. Consent: Consent is generally not a defense for causing actual bodily harm, except in cases of implied consent in sports or medical procedures. Self-Defense/Prevention of Crime: Self-defense allows the use of reasonable force to protect oneself, others, or property. Automatism vs. Insanity: The distinction between automatism and insanity often lies in whether the cause is external (automatism) or internal (insanity), leading to different legal outcomes. Duress by Threats vs. Duress of Circumstances: Duress by threats involves direct threats forcing D to commit a crime, while duress of circumstances involves committing a crime to avoid imminent harm. Voluntary vs. Involuntary Intoxication: Voluntary intoxication is self-induced and generally not a defense for basic intent crimes, while involuntary intoxication can be a defense if it negates mens rea. Proportionality in Self-Defence: The use of force in self-defense must be reasonable and proportional to the threat; excessive force invalidates the defence. An excellent resource for any AS or A Level Law student.

An excellent Handout for students of AS and A Level Law which revises General Defences in English Law. The Worksheets are best used with the accompanying resource: General Defences in English Law. This 9-page Handout consists of: Defences and Burden of Proof: The document includes a table to complete, showing the defences (automatism, consent, duress, insanity, intoxication, self-defense) and the burden of proof for each. Automatism and Insanity: It discusses the differences between non-insane automatism and self-induced automatism, and the principal difference between automatism and insanity. Duress and Intoxication: The document poses true or false questions about duress and intoxication, referencing various cases such as Graham, Cole, Bowen, Abdul Hussain, and others to illustrate key legal principles. Case Scenarios: Several scenarios are given for analysis, asking which defences might be appropriate and assessing the likelihood of success for each defence. An excellent resource Worksheet for any students and teachers of Law.