Introduction to Customer Service QCF Level 1 Workbook | Global Educ8tions

In this document we will discuss about Introduction to Customer Service QCF Level 1 Workbook and below are the summary points of this document:- Introduction to Customer Service QCF Level 1 Workbook for Global Educations Assessment Guidance and Expectations for Learners in Customer Service Role Unit 1: Apply legislation, regulation, and organizational procedures for customer service

Global Educ8tions
“Developing People for
Sustainable Careers”
An Introduction to Customer
Service(QCF)
Level One Award
601/7151/0
Learner Assessment Workbook:
R/601/6071
R/601/6068
M/601/6076

601/7151/0: Introduction to customer service
Learner name:
Learner registration
number:
Centre name/number: Global Educ8tions
Assessor/tutor name:
Your job role (if applicable):
Main organisation(Either this will be the organisation the learner is employed by, or, if the
learner is not currently employed within the Customer Service sector, an organisation they are
familiar with.):
Reason for choosing this organisation:
UNIT SIGN OFF
Learner signature: Date:
I confirm that the answers given within this workbook are my own work.
Assessor/tutor signature: Date:
I confirm that the evidence in this workbook has been assessed against
the assessment criteria for this unit and has judged for validity,
authenticity, currency, reliability and sufficiency.
2

Assessment Guidance
It is expected that the majority of learners who will be undertaking
this qualification will be employed, possibly part time, within a
customer service role in an organisation. The expectation is that
learners will choose to complete this workbook in the context of
their own job role. This method should allow learners to access the
material required with ease and utilise the information in the
workbook as evidence against a competence-based qualification
where appropriate. However, it is necessary for an understanding
to be developed that customer service methods will vary
significantly in different types of organisation.
There is, however, no requirement that learners are employed in
order to undertake this qualification and where this is the case, it is
vital that they gain knowledge and understanding of how customer
service works in different organisations through case studies.
Although it is expected that in, the main, the workbook will be
contextualised to one organisation that the learner is familiar with,
there is no absolute requirement for all questions to be answered in
relation to that one organisation. In particular, learners may find
that some questions may not be relevant to their own organisation.
Where this is the case, it is perfectly acceptable to answer in
relation to a different organisation. It would be helpful for the
assessor / tutorthat the organisation involved is noted on the
appropriate page.
The personal development plan must be completed on separate
sheets of paper and attached to the workbook.
The final grade for this assignment will be pass or fail, there is no
further grading. To achieve a pass, learners must complete the
requirements of the assessment criteria, which are noted clearly by
each task. Further information is included in the mark scheme.
Learners must complete the workbook task individually.
3

Customer Service QCF Level 1 Workbook
Unit 1: Apply legislation, regulation and organizational procedures for
customer service (R/601/6071)
Learning outcomes:
1 Be able to follow customer service procedures for a particular job
2 Be able to protect the security of property and information when
delivering customer service
3 Know the health and safety requirements of delivering customer
service
4 Know other external rules that impact on customer service
Customer service is the support that companies offer their
customers — both before and after they buy the company’s product
— that helps them have an easy and enjoyable experience with the
company. It’s more than just providing answers; it’s an important
part of the promise the company brand makes to its customers. And
it’s a critical to the success of the business. Why?
Customer service can have a big impact on the overall performance
of a company. It’s often said that it’s cheaper to keep existing
customers than to find new ones. (Some even estimate that
acquiring customers costs 6-7x more.) And it’s true: bad customer
service is a key driver of customer loss. The U.S. Small Business
Administration claims 68% of customers leave because they’re
upset with the treatment they've received. Unacceptable!
Prioritizing customer support helps you attract and retain quality
customers.
Customer support can make or break a company’s reputation.
It’s no surprise that as today’s social, mobile consumers have
grown accustomed to getting what they want, when they want it,
their expectations have risen accordingly. In fact, in a recent poll,
82% of CEOs reported that customer expectations of their
companies were “somewhat” or “much” higher than they were
three years ago. And customers are quick to share negative
experiences online. Now the products and services a company
offers are only as good as the service that the company backs them
with — so it’s important to support customers on every channel
from day one.
Customer service is critical to competing effectively.
In the past, people chose which companies they did business with
based on price or brand, but today the overall experience is the
driver. Gartner reports that 89% of companies now expect to
compete mostly on the basis of customer experience, versus 36%
four years ago.
Customer support is a major driver of customer experience, but
only if an organisation expands the role of their
4

support team beyond the purely reactive role many of them play
today. When support agents are empowered to go above-and-
beyond with customers, or have a helpdesk solution that makes it
easy for them to upsell or cross-sell relevant services, they can
create winning experiences that will help a businessstand out from
the competition.
Customers are willing to pay more for a better experience.
Focusing on the customer experience isn’t just the latest trend —
it’s also smart business. It turns out that making every touchpoint
great doesn’t just make customers love the company; it can also
increase profits. Surveys have shown that 86 percent of consumers
would pay more for a better customer experience. A company may
decide to tier their customer base if some are willing to pay more
for premium experiences, including support, early access to
features, or other benefits.
Either way, the company will reap the reward with increased profit.
This in turn for employees will mean that they will have continued
job security.
Read more at: https://www.skillsyouneed.com/ips/customer-service-
tips.html
Before you attempt to complete this workbook, please do the
following research
Read the following articles
1. http://blog.clientheartbeat.com/customer-expectations/
2. https://www.skillsyouneed.com/ips/customer-service-tips.html
3. https://www.skillsyouneed.com/ips/politeness.html
4. https://www.skillsyouneed.com/ps/personal-presentation.html
5. https://www.skillsyouneed.com/ips/personal-appearance.html
Watch the following videos
1. https://www.youtube.com/watch?v=nxtaMdu55Ug
2. https://www.youtube.com/watch?v=tn0veQ7_stI
3. https://www.youtube.com/watch?v=jsL_eX8jQWA
4. https://www.youtube.com/watch?v=dnpMqQnt8WY
5. https://www.youtube.com/watch?v=bL_D-qyva0c
6. https://www.youtube.com/watch?v=kx7-S9jvVXM
5

Learning outcome: 1 Be able to follow customer service procedures
for a particular job
(1) State what type of organisation your workbook is based
on. Include information about what the organisation does and
the sector it is in
6

(2) In your job as a Private Hire Driver what are your
responsibilities before you engage with customers? What does
your employer require you to know and do?
 Think about Time management
 Targets
Think about your vehicle. Is it road worthy? What could be a possible
impact of you failing a TFL spot check?
Think about your appearance and how this affects the customer’s
and your employer’s expectation. How should you present yourself?
Besides your vehicle what other tools would you need to do your job
that will allow you to provide good customer service? ( for e.g.
Navigation)
How important is politeness? What could be the possible impact on
the company if your interactions with customers was poor? Think
about your company’s Staff code of conduct
7

How important is having a positive attitude when dealing with
difficult customers? Bearing in mind your company’s customer
complaints procedure
The internal procedures and instructions relating to their job role to
include: - Time management - Targets - Rules of conduct - Personal
appearance - Appropriate use of equipment - Awareness of
complaint’s procedure what could limit your ability to do your job?
(3) List possible limits to your authority in doing your job.
This may include;
Exchanges - Refunds - Discounts - Returns - Specialist knowledge -
Complaints - Health and safety issues - Special orders
8

Unit 1- Assessment criterion: 1.1 Describe the limits of own responsibility and
authority for a particular job in customer service.
LO 2 Beable to protect the security of property and information
when delivering customer service
(4) Observe organizational procedures for security of property when
delivering customer service.
9

What is your company policy in regard to securing the personal
property of customers in your vehicle?
If a customer leaves any personal item in your vehicle what are the
procedures that you would have to follow as part of your role in
delivering customer service?
Unit 1 - Assessment criterion: 2.1
10

(5) Observe organizational procedures for the security of information
when delivering customer service.
How does your employer secure customer information?
What do you do with the customer’s information once you have completed
the job?
Are you allowed to take private bookings from customers?
11

Why could this possibly pose a security issue in regards to security of
information?
Unit 1 - Assessment criterion: 2.2
12

LO3 Know the health and safety requirements of delivering
customer service
(6) Describe the health and safety rules that relate to delivering customer
service.
Rule 1:
Rule 2:
Rule 3:
Rule : 4
Unit 1 - Assessment criterion: 3.1
13

(7) Describe five health and safety risks for customers and colleagues
when delivering customer service.
Risk 1:
Risk 2:
Risk 3:
Risk 4:
Risk 5:
Unit 1 - Assessment criterion: 3.2.
14

LO4 Know other external rules that impact on customer service
(8) Describe the key legislation and external regulations relating to
customer service delivery
Legislations;
1)
2)
3)
4)
5)
External regulations;
1)
2)
3)
4)
5)
Unit 1 - Assessment criterion: 4.1
15

(10) Describe actions to avoid because of legislation and regulation when
delivering customer service.
Unit 1 - Assessment criterion: 4.2
16

(11) Describe the importance of treating customers equally when
delivering customer service.
Customers need to be treated equally as they will definitely want attention
from the end of the company. Customers can feel that they have been
mistreated and proper attention is not provided to them. The customers have
a mental contract with the organization they deal with. They want equal
attention as they believe that they are as important as any other customer
irrespective of the worth of the goods or services they have bought from the
company. It is important to treat customers equally to maintain the standards
of customer service. It is important to treat customers equally in order to
enhance the acceptability of the customer services of the company.
Ineffective customer service can mean that the organization will lose its
goodwill and profitability. Hence, there is a great need for instilling a sense of
equality in customer service for sending out the message that all the
customers of the organization are equal in terms of the value they provide to
the company.
Unit 1 - Assessment criterion: 4.3
17

Customer Service QCF Level 1
Unit 5: Working in customer service(M/601/6076)
Learning outcomes:
1 Know the customer service principles that affect a customer related
job
2 Know what is required of a particular job holder to meet customer
expectations
3 Know the outline of entry level customer service jobs
4 Know the outline of customer service jobs that may be accessible
after experience in the first step jobs
Principles of good customer service
The key to good customer service is building good relationships with customers the people who
are using the product or service that is being sold. Thanking the customer and promoting a
positive, helpful and friendly environment will ensure they leave with a great impression. A happy
customer will return often and is likely to spend more.
To ensure that the best customer service is being provided, customer service representatives must:
 know what customers consider to be good customer service
 take the time to find out customers' expectations
 follow up on both positive and negative feedback that is received
 continuously look for ways to improve the level of customer service you deliver
The following are some of the main elements of good customer service.
Customer Relationships
To build good customer relationships a customer sales representative will need to:
 greet customers and approach them in a way that is natural and fits the individual situation
 show customers that you understand what their needs are
 accept that some people won't want your products and concentrate on building
relationships with those who do
 help people - even just letting a customer know about an event that you know they're
personally interested in is helpful
 Continue to keep customers aware of what's in it for them to do business with you.
Complaints
Listen to customer complaints; you may learn something about your product or service. Let
customers know that you appreciate feedback.
Overcome any objections. Listen to what the customer is objecting about (often price, merchandise
or time). Confirm the validity of each concern and offer a solution.
Products
Know your products - where everything is located, brand names, place of manufacture and price.
The more you know, the more confidence you can build in the customer. Recognize product
features. Turn these features into benefits for the customer. Ensure that you can tell customers
about the product features and benefits.
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Questions
(1)State the service offer of an organization(AC1.1)
(2)Describe the role of a selected job holder in delivering the customer
service offer of the organisation you named in Task 1. You may use your
own employer or another company of your choice.
The selected job role that can be provided as an example is that of a driver
in Uber. The role here is to provide customers with transportation services.
Customers are taken in the car and transported to their intended
destinations. The customer service depend on the amount of time in which
the customer is transported to the intended destination and the comfort
that the customer gets in the ride. The role requires expert driving and
vehicle manoeuvring skills. Moreover, quick navigation and identification of
destination is an important required skill for the role. Apart from the other
requirements, the Uber driver needs to be polite and have good
communication skills. This will help him/her to understand the customers
better. The driver has to be aware of the norms of performance at Uber and
always work according to the integrity of the organization. The driver will be
the first point of contact for the customer, hence he/she should be focused
towards resolving all queries.
Assessment criterion: 1.2
(3) Describe the information the job holder needs to meet customer
service expectations.
The information that the driver needs to meet are knowledge about the
process of Uber. Moreover, the customers need to understand the needs of
the customers and the exact reason for travel on a general basis at various
times of the day. This will enable the driver to understand the essential
requirements of the customers. This will help in the effective management of
customer services for the person. Further information will need to be known
about the various places in the city. The customers often demand the Uber
drivers to take them to certain places that normally many residents might not
know. In these cases the drivers need to use their navigation skills and
destination knowledge. Driver almost certainly need to know the road maps
and other essential aspects connected with the transportation system of the
city. Drivers also need to be essentially aware of the legal aspects of the
transportation system such as laws, policies and licencing requirements. The
job holder further need to know about the various organizations that are in
charge of transportation maintenance.
Assessment criterion: 2.1
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The service offer of an organization is the service that an organization ideally provides to its
customers. The offer refers to the kind of service that the customer can expect from the company or
service provider. An example of service offer can be that of a tour guide considering tourism
companies as example. The service offer of the tourism industry is to provide the customers with
guidance and assistance in regard to exploring the various tourist locations. Hence, the service that
the designated tourist guide will offer to the tourist will be to assist and guide them in the various
tourist locations that the customers will visit. Moreover, the service offered will be focused toward
helping the customers understand the place of visit in a better way. The organization provides the
service to the tourists to enable them to understand the visited place in a better way. The
organization helps tourists to identify the places of visits in better ways.

(4) Describe how the behavior of somebody in a customer service job
affects the customer experience.
Positive behaviour:
Positive behaviour from a customer service person helps in the generation of
positive review for the customer service of a company. It is much important
for establishing a relationship of trust, mutual respect and long standing
business relations with the customers. A customer feels that he/she is valued
by the company. Subsequently, the customer begins to trust the services that
he will get from the company. The customer begins to trust the organization
through the person that is representing the organization. Moreover, if the
issues of the customers are resolved quickly at the first instance, the
customers are unlikely to contact the organization more often leading to
better customer management in the organization. The mental contract that
the customer has with the company will be kept intact and there will be no
issues in regard to the customers’ business with the organization. Positive
behaviour creates long standing relationship between the customer and the
organization.
Negative behaviour:
Negative behaviour from any customer service executive creates many
problems for any organization. The main issue that will be affecting the
relationship with the customer will be low satisfaction of the customers that
will eventually lead to breach of the mental contract. The mental contract
refers to the expectation the customer has in relation to the mutual
relationship that he/she has with the organization. The customer will feel that
he has lost his value in the organization and will want to go to other
organizations where he can get better service and better treatment. Negative
behaviour also runs the risk of attracting unwanted legal issues. Hence, it
can be said that negative customer service behaviour can drastically reduce
an organizations reputation, goodwill and future growth. Negative customer
service behaviour leads to great difficulties in retaining the positive
relationships with the customer bases.
20

Assessment criterion: 2.2
21

Entry level jobs are the entry point or level to any career. Depending on the career, the entry
level role may require academic and/or vocational training before entry into the role. Most entry
level jobs require no previous training or experience and employees are given training to help them
meet the demands of the post. E.g. sales assistant in Marks and Spencer’s
(4) (a) Identify entry level jobs delivering customer service (AC3.1)
(b) Identify the customers for those jobs (AC3.2)
Job 1: Sales assistant at any Tesco’s shop
Internal customer
The supervisors, the owner of the shop, the
head of operation
External customer
The buyers at the various Tesco
shop locations,
The people that intend to buy products
from the company in the future
Job 2: Hotel cleaner
Internal customer
The hotel manager, the operations manager,
supervisors, special guests of the hotel
External customer
Visitors at the banquet hall, The
hotel customers, the visitors,
foreign delegates, the room
occupiers
Job 3: Flight attendant
Internal customer
The pilot, the airport authority, the other
flight attendants, the flight mangers
External customer
The flight passengers
(5)For each of the jobs you listed in Task 5, describe customer
expectationsof each post holder
Job 1… Sales Assistant
Describe what customer expects from a person doing this job.
A customer will like this person to be aware of all the assortments of the shop or at
least the assortments of the department where the person is positioned. The
products that are offered in the various sections of the shop are to be known by a
sales assistant. Additionally this person should be able to guide the customers at the
time of offers and sale. The customers would also like to know about the products on
offer from this person. For example- the customers wants the sales assistant to know
how a new product will benefit them or the amount of savings they can make from
buying one product or a different product. The customer in all expects the sales
assistant to be a knowledgeable person in regards to the product offerings of the
store.
22

Job 2… Hotel Cleaner
Describe what a customer expects from a person doing this job.
The hotel cleaner for the customer is the person responsible for keeping the hotel
neat and clean. Hence in this regard the customer will expect the hotel cleaner to be
highly skilled in handling any kinds of dirt. The cleaner has all the necessary tools for
doing his job and will help to keep intact the beauty of the hotel. Customers also
want the hotel cleaner to be a person that can keep the organized nature of the
hotel. The hotel cleaner needs to keep on keeping a clean image of the hotel. The
customers will want the hotel cleaner to be very efficient at the job. The hotel
cleaner needs to understand the need for keeping the hotel clean. When the cleaner
is doing his job at the customer’s room, the customer would like him to be efficient
and provide a good service while cleaning the room. Customers would also like the
cleaner to be a punctual person as hotel rooms and areas need to be cleaned in the
right time before the guests could arrive. The hotel cleaner thus has the
responsibility to make the hotel to have a better managed and cleaner environment.
Job 3…… Flight Attendant
Describe what a customer expects from a person doing this job.
A flight attendant is responsible towards keeping the customer comfortable
throughout the long journey. The customer expects the flight attendant to
cater to his/her requests from time to time. There are requirement for food
and pillows to many of the other services such as TV, Wi Fi or video games
that the organization could offer. Moreover, the customer would like the flight
attendant to provide information about many obvious aspects of the flight
and the time that will be taken for the flight to reach its destination.
Assessment criterion: 3.3Describe what customers expect from somebody doing those
jobs
(6) (a) List possible jobs that someone could apply for after they have
worked in a first step customer service role, (AC4.1)
(b) Identify the customers for the jobs listed. (AC4.2)
Job 1: Customer service manager at an Airport
Internal customer
The supervisors, the senior managers,
subordinates, flight attendants
External customer
The ticket booking customers, the flight
passengers, passengers at the waiting
23

room
Job 2: Sales Assistant Supervisor at Tesco
Internal customer
The sales assistants, supervisory
members
External customer
The customers of Tesco, the visitors at
tesco stores
Job 3: Customer service manager at the hotel
Internal customer
The hotel manager, the subordinates, the
hotels employees, The customer service
executives
External customer
Visitors at the banquet hall, The hotel
customers, the visitors, foreign
delegates, the room occupiers
Assessment criterion: 4.1/4.2
(7)Describe what customers expect from someone doing the jobs listed
in Task 7.
Job 1 Customer service manager at an Airport
Describe what customer expects from a person doing this job.
The customers would like the manager to take necessary actions against
their complaints in regards to the customer service. The customers would
further like the manager to be the highest authority to provide information
and guide the customers in the times of large or small issues in relation to
the airport or long flight delays. The manager would also have to take the
responsibility of handling the more complicated issues that may arise with
the customer service.
Job 2 Sales Assistant Supervisor at Tesco
Describe what a customer expects from a person doing this job.
The sales assistant manager is in charge of effectively managing his
subordinates or the various sales assistants that work in the organization. The
sales manager according to the customer is a person who apart from being
aware of all the product offerings in the market will also be responsible
towards handling the issues of the customers. The supervisors are also
responsible for imparting the right kind of knowledge to the subordinates.
Moving forward the customers would want the highest complaints to be
handled by him.
24

Job 3 Customer service manager at the hotel
Describe what a customer expects from a person doing this job.
The hotel occupants will bring their most important queries to the Customer
service manager. According to the customers the Customer service manager
is the person that can resolve all the complaints in regards to the hotel
service. Customers would also like to bring their special requests to the
customer service manager at the hotel.
Assessment criterion: 4.3 Describe what customers expect from someone doing these jobs
25

Customer Service QCF Level 1 Workbook
Unit 2: Create a good impression to customers(R/601/6068)
Learning outcomes:
1.Be able to dress appropriately for a customer service job
2. Be able to demonstrate an appropriate appearance for a customer
service job
3. Be able to relate effectively to customers
(1)Describe appropriate dress requirements in different customer
service jobs
Job 1 Sales Assistant at Tesco
Dressed in the Tesco Uniform for the sales workers with clean shave and presentable
personality
Job2 Hotel cleaner
Dressed in the specific hotel uniform preferably with dirt resistant over
clothes and gloves
Job 3 Flight Attendant
Dressed in formal wear in accordance with the dress code of the company.
Formal wear for both the women and men. Women should preferably wear
head wear for better preventability, clean and tidy dress
Assessment criterion: 1.1
(2)Identify inappropriate dress in different customer service jobs
Job 1 Sales Assistant at Tesco
Casual wear, jeans, t-shirt, short pants
Job2 Hotel cleaner
Casual wear, torn clothes, dirty clothes without any suitable over garments or
gloves
Job 3 Flight Attendant
Any informal wear, casual wear, flip flops, non-uniform clothing
26

(3)Dress in a way that meets customer’s expectations
Describe the clothes that you wear to work and state why this type of
clothing is suitable for your job.
The clothes that I wear to office are formal but comfortable as I have to more
often work for long hours. The clothing is suitable for the job of an Uber driver
as being presentable and also being comfortable in the clothes. IT helps me
to be presentable to the customers as they like the idea of my personality
and can be more comfortable in dealing with the service. The customers are
more free with conversing with me and appreciate my professional attitude.
(4) State the importance of making a good first impression on
customers.
Good first impressions go a long way towards determining the effectiveness
of future businesses. Positive initial impressions can help to create long term
business relationships with the customer or client. Moreover, first impressions
go a long way in increasing the business of the organization. The first look of
an organization affects the larger perception of the customers. A good
greeting can instil a lot of belief in the customer for the organization and the
representatives of the organization.
27
Assessment Criteria 1.2

Assessment criterion: 2.1
(5) Identify personal appearance that may cause a negative impression
on customers.
The personal appearance that might have a negative impact on the
customers are untidy or inappropriate dressing. Moreover low presentability
of a person might affect the expectations of the customers in negative ways.
It should be remembered that customers are not very fond of having second
opinions and make their decisions based on the very first encounter. Lack of
formal dressing may mean that the customers develop a notion about the
organization being unprofessional. Moreover, casual attitude or inappropriate
behaviour may mean that the customer decides to never come back to the
organization to do business. The personal appearance of untidy or torn
clothes are negatively viewed by the customers.
Assessment criterion: 2.2
(6) Present yourself in a way that makes a positive impression on
customers.
(Make sure you submit a Witness Statement and or a customer questionnaire to corroborate this AC.)
28
Assessment Criteria: 2.3

(7) Describe methods of communicating with customers
Customers should be communicated with clear and direct language.
Customers should be given clear information in the simplest possible
language. The general idea should be to always help the customers.
Assessment criterion: 3.1
(8) Describe why offensive language should be avoided when dealing with
customers
Offensive language is very negatively treated by customers. Offensive
language may even attract legal issues. The customer may take business
elsewhere and the representative can lose the job.
(9) Use appropriate methods of communication when dealing with
customers
29
Assessment Criteria 3.2

The appropriate method is to have clear language. The body language should
be erect and there should be a friendly pose of the service representative.
Question and Answer (To top-up evidence)
Qualification:
Learner
Name
Learner
Signature
Assessor
Name
Assessor
Signature
Question Response Assessme
nt
Criteria
Date
30

Record of Professional Discussion
Qualificati
on
Learner
Assessor Date and
time of
discussion
Record of the Professional Discussion. Please
include:
 People present
 What you discussed/questions/answers
 What the learner did well
 How the learner could improve
Indicate which of the units
and assessment criteria
have been covered. Briefly
explain how they have been
addressed
31
Record of Professional Discussion

Assessor
Signature
Date
Learner Signature Date
Witness Statement
Qualificati
on
Learner
Assessor Date and
time of
event being
witnessed
Record of the event being witnessed. Please
include:
 A description of your relationship to the
candidate
 Where the event being witnessed took place
 What you saw the candidate doing
 What the learner did well
 How the learner could improve
Indicate which of the units
and assessment criteria
have been covered. Briefly
explain how they have been
addressed
Unit 1: Apply legislation,
regulation and organisational
procedures for customer
service
AC1.2Carry out steps in
customer service procedures
for a particular job
32
Record of Professional Discussion

Name of Witness Location
Witness
Signature
Date
Assessor
Signature
Date
Witness Statement
Qualificati
on
Learner
Assessor Date and
time of
event being
witnessed
Record of the event being witnessed. Please
include:
 A description of your relationship to the
candidate
 Where the event being witnessed took place
 What you saw the candidate doing
 What the learner did well
 How the learner could improve
Indicate which of the units
and assessment criteria
have been covered. Briefly
explain how they have been
addressed
Unit 1: Apply legislation,
regulation and organisational
procedures for customer
service
AC2.2Observe organisational
procedures for the security of
information when delivering
customer service
33
Record of Professional Discussion

Name of Witness Location
Witness
Signature
Date
Assessor
Signature
Date
34

Witness Statement
Qualificati
on
Level 1 Award in
Introduction to Customer
Service
Learner
Assessor Date and
time of
event being
witnessed
Record of the event being witnessed. Please
include:
 A description of your relationship to the
candidate
 Where the event being witnessed took place
 What you saw the candidate doing
 What the learner did well
 How the learner could improve
Indicate which of the units
and assessment criteria
have been covered. Briefly
explain how they have been
addressed
Unit 1: Apply legislation,
regulation and organisational
procedures for customer
service
AC 2.1Observe organisational
procedures for the security of
property when delivering
customer service
Name of Witness Location
Witness
Signature
Date
Relationship of
Witness to
student
Assessor
Signature
Date
35
Record of Professional Discussion

End of course questionnaire
Learner
name:
Assessor name:
Age: Course Title:
Gender: Date Completed
Course
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Outstand
ing
Good Average Requires
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ment
Inadequa
te
Enrolment Form
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Guidance
Introduction to
course
Information on
Policies
Course Delivery: Outstanding Good Averag
e
Requires
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methods
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update on
progress
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outs
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Trainer:
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ng
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subject
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Facilities: Outstandi Good Average Requires Inadequ
36

ng Improve
ment
ate
Environment
Equipment used
(If applicable)
Aims and
objectives:
Outstandi
ng
Good Average Requires
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Outlined at
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Ltd to improve the quality of future courses.
Learner Statement
37

Learner Name:
Centre:
Qualification:
Notice for Learners:
All work submitted in your portfolio must be your own.
If you copy from somebody else or allow another learner to copy from
your work then you may be disqualified.
If you cheat in any way, you may be disqualified.
Learner Statement:
I have read and understood the Notice for Learners and (please delete
either a or b)
a) My portfolio is my own work without any help except acceptable
support from my Assessor(s)
b) My portfolio is my own work but I have had some help as explained on
the reverse of this sheet.
I am aware of and have access to my Centre’s Equal Opportunities policy.
I am aware of (and know how to exercise) my right to appeal against a
decision made regarding my portfolio.
Learner Signature: Date:
Optional:
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Date:
Summary of Achievement
Learner
Name
Learner Number
Centre
Name
Global Educ8tions Centre Number
38

Learner
Signature
Assessor
Signature
IV Signature EQA Signature
Competence has been demonstrated in all the units recorded above using
the required assessment procedures and the specified
conditions/contexts. The evidence meets the requirements for validity,
authenticity, currency, reliability and sufficiency.
Internal Quality Assurer Signature Date
39
Unit
Number
Unit Title Credits Date
Verified
R/601/6071 Apply legislation and
organisational procedures
for customer service
3
M/601/6076 Working in customer
service
2
R/601/6068 Create a good impression
to customers
2