Customer Service at levels 1, 2, 3 and 4 - Scottish Qualifications ...

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Judging candidate evidence and making an assessment decision In judging candidate evidence, you must be satisfied that your candidates can work consistently to the required standard, and that the evidence they have produced is their own. You must consider whether your candidate understands and applies the knowledge evidence and how this links to performance evidence. Evidence must: be relevant to the SVQ be authentic show current competence be sufficient to help you form a decision about the candidate’s competence 41
Insufficient evidence You have to judge whether the candidate has produced enough evidence required by the standards for you to reach a decision about their evidence. Where there is insufficient evidence, you should say this to your candidate. You should tell them that it is not that they are not yet competent — there is simply not enough evidence on which to make a decision. In this situation, your feedback to your candidates must help them produce more evidence and/or plan for further assessment. Authenticating candidates’ evidence Authentication is required where you have not observed candidates’ performance at first hand. You can check whether a candidate has produced evidence which they claim shows their competence by questioning them or, if this is appropriate, asking them to produce a personal statement, using witness testimony, or seeking peer reports from other colleagues of the candidate. Example Evidence of dealing with complaints is often a difficult activity to assess at first hand. Customer complaints often have to be dealt with sensitively and tactfully and the presence of a third party, eg an assessor, may inflame an already delicate situation. You may agree with your candidate that they keep a log of any customer complaints that they have to deal with and describe what happened. In this event, you should encourage your candidate to have their account confirmed by their manager or supervisor to ensure the accuracy of their account. The reliability of the person confirming should be checked to ensure authenticity of the statement. 42
Page 1 and 2: Assessor’s guidelines for the: SV
Page 3 and 4: Contents About this guide .........
Page 5 and 6: Introduction This introduction prov
Page 7 and 8: How are standards defined in SVQs?
Page 9 and 10: f1l who’s who and who does what t
Page 11 and 12: 1 The SVQs in Customer Service The
Page 13 and 14: SQA Ref SCQF level SCQF credit poin
Page 15 and 16: Plus one from the following optiona
Page 17 and 18: SVQ 3 in Customer Service at SCQF l
Page 19 and 20: SVQ 4 in Customer Service at SCQF l
Page 21 and 22: Why would people be interested in t
Page 23 and 24: The two mandatory Units would provi
Page 25 and 26: Planning In planning for assessment
Page 27 and 28: Selecting methods of assessment The
Page 29 and 30: Product evidence As candidates work
Page 31 and 32: Witness testimony For practical rea
Page 33 and 34: 3 Generating evidence The methods o
Page 35 and 36: Observation record Unit/Element(s)
Page 37 and 38: Questions and candidate responses T
Page 39 and 40: Candidate’s personal statement If
Page 41 and 42: Witness testimony Remember when you
Page 43: Filling the gaps There may come a t
Page 47 and 48: Completing the Unit progress record
Page 49 and 50: Using the index of evidence The pur
Page 51 and 52: Completing the Customer Service Sta
Page 53 and 54: Unit: D8 Work with others to improv
Page 55 and 56: Appendix 1: Blank recording forms 5
Page 57 and 58: Index of evidence SVQ title and lev
Page 59 and 60: Unit Element Notes/Comments The can
Page 61 and 62: Personal statement Date Evidence in
Page 63 and 64: Witness testimony SVQ title and lev

Customer Service at levels 1, 2, 3 and 4 - Scottish Qualifications ...

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