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

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Unit progress record Qualification and level: Candidate: Robert Stewart To achieve the whole qualification, you must prove competence in 2 mandatory Units and a minimum of one Unit from each optional Group. Unit Checklist Mandatory F3 F4 Optional A17 B10 C7 D1 D8 Mandatory Units achieved Unit Number Title Assessor’s signature Date F3 Demonstrate understanding of Helen Cameron 1st customer service August F4 Demonstrate understanding of the rules that impact on improvements in customer service Optional Units achieved A17 Champion customer service Helen Cameron 1st August B10 Organise the delivery of reliable Helen Cameron 6th June customer service C7 Process customer service complaints D1 Develop customer relationships D8 Work with others to improve customer service Helen Cameron 4th April 45
Using the index of evidence The purpose of the index of evidence is to help you locate and work through the candidate’s evidence. It should give you a summary of what evidence the candidate has collected, and where (eg in a portfolio) it can be found. The index of evidence should be completed by entering: the index number for each piece of evidence a description of each piece of evidence the place or location where it can be found the initials of the internal verifier and the date (if they have sampled the candidate’s evidence) Ideally, it should be candidates themselves (with your support and encouragement) who complete the index. You must make sure that the information in the evidence index is accurate when your candidates’ portfolios are presented for assessment and verification — particularly the information about where the evidence can be located. This is important because we suggest that anything which has been produced as day-to-day work is kept in its normal location, but anything which has been produced through assessment for the SVQ, eg observation checklists, is filed in the candidate’s portfolio. In this way, your candidate can avoid having to photocopy work products just for the sake of including them in a portfolio. It also means that evidence produced as a result of assessment is kept safely in a central file. If the index of evidence is not completed with an accurate description and location of the evidence, there is a risk that an internal verifier or External Verifier might be unable to confirm your assessment decisions. 46
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 and 44: Filling the gaps There may come a t
Page 45 and 46: Insufficient evidence You have to j
Page 47: Completing the Unit progress record
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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