Unit 1: Customer expectations of customer
service
CANDIDATE EVIDENCE CHECKLIST
CENTRE NUMBER:
CANDIDATE NAME:
ASSESSMENT
REQUIREMENT
Portfolio
reference
Date
completed
My chosen organisation is:
PLEASE NOTE: All responses in the
evidence must relate to this choice.
1a) Describe the
difference between
an internal and
external customer
Provide a definition of an internal
customer
Identify an internal customer to the
chosen organisation
Provide a definition of an external
customer
Identify an external customer to the
chosen organisation
(Assessment criteria 1.1)
1b) Identify the
expectations of
internal and external
customers and how
these are linked to
customer satisfaction
Identify:
 TWO expectations of the internal
customer to the chosen organisation
 ONE way that meeting these
expectations could lead to customer
satisfaction
 ONE effect of not meeting the
internal customer’s expectations
Identify:
 TWO expectations of the external
customer to the chosen organisation
 ONE way that meeting these
expectations could lead to customer
satisfaction
 ONE effect of not meeting the
external customer’s expectations
(Assessment Criteria 1.2, 1.3, 1.4)
OCR Level 1 Award in Principles of Customer Service – Jan 2013
1
Unit 1 Customer expectations of customer service
ASSESSMENT
REQUIREMENT
1c) State why customer
satisfaction is
important to an
organisation
Portfolio
reference
Date
completed
State ONE reason why customer
satisfaction is important to the chosen
organisation
(Assessment Criteria 1.5)
2a) Identify the products
and/or services of an
organisation
Identify TWO products and/or services of
the chosen organisation
(Assessment Criteria 2.1)
2b) Identify sources of
information about an
organisation’s
products and/or
services
Identify TWO sources of information
about the products and/or services
identified for the chosen organisation
Identify the information that would be
found at each source
(Assessment Criteria 2.2)
2c) Describe how
knowledge of an
organisation’s
products and/or
services helps in the
delivery of effective
customer service
Give THREE reasons why knowledge of
a product/service helps to deliver
effective customer service
2d) Outline how the
behaviour of
individuals in an
organisation can
affect the customer
experience
Give ONE example of how the behaviour
of an individual can have a positive
effect on the customer experience. The
example must include:

the positive behaviour the
individual could display

the impact of this positive
behaviour on the customer
experience
(Assessment Criteria 2.3
Give ONE example of how the behaviour
of an individual can have a negative
effect on the customer experience. The
example must include:

the negative behaviour the
individual could display

the impact of this negative
behaviour on the customer
experience
(Assessment Criteria 2.4)
2
OCR Level 1 Award in Principles of Customer Service – Jan 2013
Unit 1 Customer expectations of customer service
ASSESSMENT
REQUIREMENT
2e) Outline how
teamwork can affect
the delivery of
efficient customer
service
Portfolio
reference
Date
completed
Give ONE example of how teamwork can
have a positive effect on the delivery of
customer service. The example must
include:

ONE example of how a team
works well together

the positive impact of this good
teamwork on the customer service
delivered
Give ONE example of how teamwork can
have a negative effect on the delivery of
customer service. The example must
include:

ONE example of how a team does
not work well together

the negative impact of this poor
teamwork on the customer service
delivered
(Assessment Criteria 2.5)
I confirm that the evidence provided is a result of my own work.
Signature of candidate:
Date:
Signature of Scribe:
(where applicable)
Name (block capitals):
Date:
I confirm that the candidate has met all of the assessment requirements for this unit.
Signature of Assessor:
Name (block capitals):
Date:
OCR Level 1 Award in Principles of Customer Service – Jan 2013
3