Candidate Evidence Sheets
OCR Level 1 Award in Principles of Customer Service
Unit 1: Customer expectations of customer service
Level 1
Candidate’s name………………………………………………..
The work you submit for assessment must be your own.
You must not copy from someone else or allow someone else to copy from you.
I confirm that this is all my own work.
Candidate’s signature............................................................ Date……………………………
Centre assessor’s name…………………………………………
I confirm that I have read the Introduction for Tutors overleaf.
I confirm that I have authenticated the candidate’s work and am satisfied that to the best of
my knowledge the work produced is solely that of the candidate.
I confirm that I have marked this work and consider that it meets the assessment criteria.
Centre assessor’s signature................................................ Date……………………………
(If applicable)
Internal moderator’s name…………………………………………..
Internal moderator’s signature.............................................. Date……………………………
(If applicable)
Scribe’s name…………………………………………..
Scribe’s signature................................................................ Date……………………………
OCR Level 1 Award in Principles of Customer Service November 2012
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Unit 1 Customer expectations of customer service
Please note:
Introduction for tutors
The purpose of these evidence sheets is to provide a simple and manageable solution for
gathering evidence for all units of this qualification.
All evidence must be marked before submission. This should be indicated through a tick and/or
feedback comment on each marking point. Tutors should check that there are no gaps in the
evidence. Incomplete evidence should not be submitted. Centres should have an internal
moderation process in place to ensure consistency of assessment across assessors. Records of
this process should be held in the centre.
Scribed work should be annotated with the scribe’s initials. If candidates require a scribe, further
guidance can be found in the JCQ document: Access Arrangements, Reasonable Adjustments and
Special Consideration 2012-2013
http://www.jcq.org.uk/exams-office/access-arrangements-and-special-consideration/regulationsand-guidance/access-arrangements-reasonable-adjustments-and-special-consideration-2012-2013
Do not submit evidence in folders or plastic pockets but staple together the evidence sheets in an
appropriate order. Responses should be individual to the candidate. Do not submit group
coursework, handouts or downloads.
All evidence submitted must be legible. If evidence is scanned for electronic submission, please
ensure that the scanned copy is clearly legible and that pages are in the correct sequence and
orientation (it is difficult to view pages on screen if they are scanned upside down and/or out of
order).
OCR is unable to return candidate work to centres, so centres should take a copy before
submitting as evidence.
Work should be submitted to the Moderator within 24-hours of submitting an online claim.
Examiner-moderators will complete an electronic Centre Feedback Report Form (e-NQF6) for each
batch submitted. This will contain feedback regarding the batch of work. These are not
automatically transmitted to centres but should be accessed through OCR Interchange.
Occasionally OCR may up-date the information within these Evidence Sheets. Please refer to the
updates section of the relevant qualification on our website: www.ocr.org.uk for details regarding
amendments made.
If candidates have completed these Evidence Sheets, there is no need to submit an Evidence
Checklist.
The QCA Accreditation Number for this qualification is:
OCR Award in Principles of Customer Service Level 1 – 600/7885/6
The QCA Accreditation Number for this unit is:
Unit 1: Customer expectations of customer service – R/504/6242
These OCR Candidate Evidence Sheets remain live for the life of this qualification.
ALL OF THIS MATERIAL MAY BE PHOTOCOPIED. Any photocopying will be done under the
terms of the Copyright Designs and Patents Act 1988 solely for the purposes of assessment.
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OCR Level 1 Award in Principles of Customer Service
Unit 1 Customer expectations of customer service
Unit 1: Customer expectations of customer
service
CANDIDATE EVIDENCE SHEET
CENTRE NUMBER:
CANDIDATE NAME:
My chosen organisation is:
PLEASE NOTE: All responses in the evidence sheet should relate to this choice.
Learning Outcome 1. Know the expectations of different customer types
a) Describe the difference between an internal and external customer (1.1)
The definition of an internal customer is:
An internal customer to my chosen organisation is:
The definition of an external customer is:
An external customer to my chosen organisation is:
OCR Level 1 Award in Principles of Customer Service
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Unit 1 Customer expectations of customer service
b) Identify the expectations of internal and external customers and how these are linked to
customer satisfaction (1.2, 1.3, 1.4)
TWO expectations of the internal customer to my chosen organisation are:
1.
2.
ONE way that meeting these expectations could lead to customer satisfaction is:
ONE effect of not meeting the internal customer’s expectations is:
TWO expectations of the external customer to my chosen organisation are:
1.
2.
ONE way that meeting these expectations could lead to customer satisfaction is:
ONE effect of not meeting the external customer’s expectations is:
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OCR Level 1 Award in Principles of Customer Service
Unit 1 Customer expectations of customer service
c) State why customer satisfaction is important to an organisation (1.5)
ONE reason why customer satisfaction is important to my chosen organisation is:
Learning Outcome 2. Know how effective customer service can be delivered
a) Identify the products and/or services of an organisation (2.1)
TWO products and/or services of my chosen organisation are:
1.
2.
b) Identify sources of information about an organisation’s products and/or services (2.2)
TWO sources of information about the products and/or services identified for my chosen
organisation are:
Source 1:
What information would you find here?
Source 2:
What information would you find here?
OCR Level 1 Award in Principles of Customer Service
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Unit 1 Customer expectations of customer service
c) Describe how knowledge of an organisation’s products and/or services helps in the
delivery of effective customer service (2.3)
Give THREE reasons why knowledge of a product/service helps to deliver effective customer
service:
1.
2.
3.
d) Outline how the behaviour of individuals in an organisation can affect the customer
experience (2.4)
Give ONE example of how the behaviour of an individual can have a positive effect on the
customer experience.
ONE example of positive behaviour an individual could display is:
The impact of this positive behaviour on the customer experience is:
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OCR Level 1 Award in Principles of Customer Service
Unit 1 Customer expectations of customer service
Give ONE example of how the behaviour of an individual can have a negative effect on the
customer experience.
ONE example of negative behaviour an individual could display is:
The impact of this negative behaviour on the customer experience is:
e) Outline how teamwork can affect the delivery of efficient customer service (2.5)
Give ONE example of how teamwork can have a positive effect on the delivery of customer
service.
ONE example of how a team works well together is:
What is the positive impact of this teamwork on the customer service delivered?
OCR Level 1 Award in Principles of Customer Service
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Unit 1 Customer expectations of customer service
Give ONE example of how teamwork can have a negative effect on the delivery of customer
service.
ONE example of how a team does not work well together is:
What is the negative impact of this teamwork on the customer service delivered?
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OCR Level 1 Award in Principles of Customer Service