Customer Service at levels 1, 2, 3 and 4 - Scottish Qualifications ...
Customer Service at levels 1, 2, 3 and 4 - Scottish Qualifications ...
Customer Service at levels 1, 2, 3 and 4 - Scottish Qualifications ...
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f1l who’s who <strong>and</strong> who does wh<strong>at</strong> to deliver customer service in your organis<strong>at</strong>ion<br />
f1m the kinds of inform<strong>at</strong>ion you need to give good service to customers<br />
f1n how to find inform<strong>at</strong>ion about your organis<strong>at</strong>ion’s services or products<br />
f1o typical customer service problems in your work <strong>and</strong> who should be told about<br />
them<br />
f1p how the way you behave affects your customer’s service experience<br />
Who is involved in SVQs?<br />
There are several roles:<br />
the c<strong>and</strong>id<strong>at</strong>e:<br />
the assessor*:<br />
the internal verifier*:<br />
the person who wants to achieve the SVQ (eg an<br />
employee)<br />
the person who assesses the c<strong>and</strong>id<strong>at</strong>es <strong>and</strong> decides if<br />
they are competent (eg supervisor)<br />
an individual nomin<strong>at</strong>ed by the centre (eg a company)<br />
who ensures th<strong>at</strong> assessors apply the st<strong>and</strong>ards<br />
uniformly <strong>and</strong> consistently (eg supervisor’s line manager)<br />
the External Verifier*: an individual appointed by SQA who ensures th<strong>at</strong><br />
st<strong>and</strong>ards are being applied uniformly <strong>and</strong> consistently<br />
across all centres offering the SVQ<br />
*Assessors <strong>and</strong> verifiers in centres will be asked by SQA to prove they have the<br />
appropri<strong>at</strong>e occup<strong>at</strong>ional competence to assess <strong>and</strong> verify the SVQ. Occup<strong>at</strong>ional<br />
competence has been defined by the CfA, Council for Administr<strong>at</strong>ion, in their<br />
assessment str<strong>at</strong>egy for the SVQs in <strong>Customer</strong> <strong>Service</strong> — see SQA’s website:<br />
www.sqa.org.uk<br />
Assessors <strong>and</strong> verifiers are also expected to obtain an appropri<strong>at</strong>e qualific<strong>at</strong>ion in<br />
assessment <strong>and</strong> verific<strong>at</strong>ion — this can be the Assessor/Verifier Units (the n<strong>at</strong>ional<br />
st<strong>and</strong>ards for assessment <strong>and</strong> verific<strong>at</strong>ion), or an altern<strong>at</strong>ive qualific<strong>at</strong>ion which SQA<br />
also recognises.<br />
The CfA assessment str<strong>at</strong>egy has highlighted an ‘Employer Only Model’ where<br />
assessment <strong>and</strong> internal verific<strong>at</strong>ion of <strong>Customer</strong> <strong>Service</strong> SVQs will be conducted inhouse<br />
by suitably qualified <strong>and</strong> experienced personnel. However, the CfA has added<br />
the following st<strong>at</strong>ement to qualify their position on this m<strong>at</strong>ter in Scotl<strong>and</strong>;<br />
‘In Scotl<strong>and</strong> all assessors <strong>and</strong> verifiers should be able to show th<strong>at</strong> they possess<br />
formal recognition of achievement of the appropri<strong>at</strong>e assessment <strong>and</strong> verific<strong>at</strong>ion<br />
Units of competence, or show th<strong>at</strong> they are working towards achieving these Units of<br />
competence’.<br />
Centre wishing further inform<strong>at</strong>ion on this route to achievement of <strong>Customer</strong> <strong>Service</strong><br />
SVQs should contact SQA for further advice <strong>and</strong> guidance.<br />
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