CENTRE NUMBER:
ASSESSMENT
REQUIREMENT
1a) Describe organisational practices and procedures relating to customer service and why it is important to follow these
CANDIDATE NAME:
My chosen organisation is:
PLEASE NOTE: All responses in the evidence must relate to this choice.
Outline the difference between a practice and procedure
Identify:
 an organisational practice
 an organisational procedure
For EACH describe why it is important to follow
Portfolio reference
Date completed
1b) Outline the importance of confidentiality when delivering customer service in an organisation
(Assessment criteria 1.1 & 1.2)
Give:

TWO reasons why confidentiality is important for the customer
 details of TWO things you must do to maintain customer confidentiality
 details of TWO things you must not do when dealing with customers’ personal information
Outline:
 the possible consequences to the organisation if confidentiality is not maintained
 the possible consequences to the customer if confidentiality is not maintained
(Assessment Criteria 1.3)
1c) Identify the different types of confidential information that may be collected when delivering customer service in an organisation
Identify THREE different types of information that may be collected when delivering customer service in an organisation
(Assessment Criteria 1.4)
OCR Level 1 Award in Principles of Customer Service – Jan 2013 1

Unit 2 Organisational procedures for delivering customer service
2
ASSESSMENT
REQUIREMENT
1d) Outline the importance of not discriminating against customers when delivering customer service in an organisation
2a) Identify typical customer service problems and describe how to respond to these in line with organisational procedures
Give TWO examples of things that an organisation can do to ensure that it is treating customers fairly
For EACH identify ONE example of a consequence to the organisation of failing to act fairly
(Assessment Criteria 1.5)
Identify TWO typical customer service problems
Describe how to respond to EACH problem in line with organisational procedures. The description should include:
 the communication method to use
 the language to use (including words, tone, re-wording)
 an option to offer the customer to resolve the problem
2b) Outline how to refer customer service problems
(Assessment Criteria 2.1 & 2.2)
Give:

ONE example of when a customer service problem should be referred
 the communication method to use when making this referral
 the reason this communication method should be used
 the job role of the person to which the problem should be referred

THREE pieces of information that should be passed on to this person when making the referral
(Assessment Criteria 2.3)
Portfolio reference
Date completed
OCR Level 1 Award in Principles of Customer Service – Jan 2013

Unit 2 Organisational procedures for delivering customer service
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