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

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Index of evidence SVQ title and level SVQs in Customer Service at levels 1, 2, 3 and 4 Evidence number 1 Observation 2 Questions Description of evidence 3 Personal statement Unit D8 4 Witness statement 5 Minutes from team meetings Included in portfolio (Yes/No) If no, state location Yes Yes Yes Yes No — held on memory stick Sampled by the IV (initials and date) HP 5th April HP 5th April 6 Staff rotas Yes 7 Personal Statement Unit F3 Yes 8 Personal Statement Unit F4 Yes 9 Customer feedback records 10 Written communication to customers No — held on memory stick No — held on memory stick 11 Customer promotions (with annotation) Yes 12 Personal Statement Unit B10 No — Voice file held on memory stick 47
Completing the Customer Service Standards achievement record To help you and your candidates cross-reference the evidence to the standards of the SVQs, we have provided records similar to those produced in the SQA portfolio. Use one record for each Customer Service Standard. The grids should be completed by: entering the evidence index number in the first column giving a brief description of the evidence in the second ticking the relevant boxes for the Customer Service Standards (or statements of competence as they are sometimes known) entering the areas of knowledge and understanding the piece of evidence covers If integrated assessment is used (linking CSSs across different Units) the evidence should be cross-referenced back to the relevant Units. We have provided a completed example to show how to use the record. 48
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 and 48: Completing the Unit progress record
Page 49: Using the index of evidence The pur
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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