Candidate Evidence Sheets
OCR Level 1 Award in Principles of Customer Service
Unit 2: Organisational procedures for delivering 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 2 Organisational procedures for delivering 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 section. 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 2: Organisational procedures for delivering customer service – Y/504/6243
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 2 Organisational procedures for delivering customer service
Unit 2: Organisational procedures for
delivering 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 how to follow organisational practices and procedures when
delivering customer service
a) Describe organisational practices and procedures relating to customer service and why it
is important to follow these (1.1 & 1.2)
The difference between a practice and procedure is:
An example of an organisational
practice is:
An example of an organisational
procedure is:
OCR Level 1 Award in Principles of Customer Service
It is important to follow this when delivering customer
service because:
It is important to follow this when delivering customer
service because:
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Unit 2 Organisational procedures for delivering customer service
b) Outline the importance of confidentiality when delivering customer service in an
organisation (1.3)
Give TWO reasons why confidentiality is important for the customer:
1.
2.
Give details of TWO things you must do to maintain customer confidentiality:
1.
2.
Give details of TWO things you must not do when dealing with customers’ personal information:
1.
2.
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OCR Level 1 Award in Principles of Customer Service
Unit 2 Organisational procedures for delivering customer service
What might be the consequences to the organisation if confidentiality is not maintained?
What might be the consequences to the customer if confidentiality is not maintained?
c) Identify the different types of confidential information that may be collected when
delivering customer service in an organisation (1.4)
THREE different types of information that may be collected when delivering customer service in an
organisation are:
1.
2.
3.
OCR Level 1 Award in Principles of Customer Service
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Unit 2 Organisational procedures for delivering customer service
d) Outline the importance of not discriminating against customers when delivering
customer service in an organisation (1.5)
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.
Example 1 is:
Example 2 is:
A consequence to the organisation of failing to
do this is:
A consequence to the organisation of failing to do
this is:
Learning Outcome 2. Know how to deal with customer service problems
a) Identify TWO typical customer service problems and describe how to respond to these in
line with organisational procedures (2.1 & 2.2)
Customer Service problem:
How you should respond to this:
(this description should include: the communication
method to use; the language to use (including
words, tone, re-wording) and an option to offer to
the customer)
1.
2.
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OCR Level 1 Award in Principles of Customer Service
Unit 2 Organisational procedures for delivering customer service
b) Outline how to refer customer service problems (2.3)
Give ONE example of when a customer service problem should be referred:
The communication method I would use to make this referral is:
I would use this communication method because:
I would refer this problem to:
THREE pieces of information I would pass on when making the referral are:
1.
2.
3.
OCR Level 1 Award in Principles of Customer Service
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