ER 1.3 Task 6 Description of two different situations Description must clearly show how the learner used the customer service techniques. Question 3 from the role play where the learner Customer service techniques are used customer service techniques. selected and applied to provide Techniques described must be suitable for the administration support that meet situation and the entity. Description of how learner used stakeholder and operational customer service techniques in each expectations. situation. Task 6 Verification that the learner selected Techniques applied must be suitable for the Card A, C; and applied appropriate customer situation and the entity. Checklist 5 service techniques for the situation. Comments on the techniques used Card F; checklist during the role play. 6 Verification that the techniques Comment must show that the learner addressed applied met stakeholder any questions or concerns of the customer or staff expectations. member. Comment on how the techniques used met stakeholder expectations. Verification that the techniques Comment must be consistent with goals of applied met operational organisation and any policy requirements. expectations. Comment on how the techniques used met operational expectations. ER 1.4 Task 2 Minutes of team meeting to discuss Minutes show that learner took part in the meeting Questions 1, 2, 4 guidelines for and decisions on guidelines. ‘no-email’ day. Administration support is provided by working with team members to Poster with guidelines on Poster is consistent with the decisions made in the ‘no-email’ meet team objectives. day. meeting. Verification by another team member Two examples given by team member confirming that learner worked with team that learner worked with team to meet objectives. members to meet team objectives.
ER 1.3 Customer service techniques are selected and applied to provide administration support that meet stakeholder and operational expectations. Task 6 Question 3 Description of two different situations from the role play where the learner used customer service techniques. Description of how learner used customer service techniques in each situation. Description must clearly show how the learner used the customer service techniques. Techniques described must be suitable for the situation and the entity. Task 6 Card A, C; Checklist 5 Card F; checklist 6 Verification that the learner selected and applied appropriate customer service techniques for the situation. Comments on the techniques used during the role play. Techniques applied must be suitable for the situation and the entity. Verification that the techniques applied met stakeholder expectations. Comment on how the techniques used met stakeholder expectations. Comment must show that the learner addressed any questions or concerns of the customer or staff member. Verification that the techniques applied met operational expectations. Comment on how the techniques used met operational expectations. Comment must be consistent with goals of organisation and any policy requirements. ER 1.4 Administration support is provided by working with team members to meet team objectives. Task 2 Questions 1, 2, 4 Minutes of team meeting to discuss guidelines for ‘no-email’ day. Poster with guidelines on ‘no-email’ day. Verification by another team member that learner worked with team members to meet team objectives. Minutes show that learner took part in the meeting and decisions on guidelines. Poster is consistent with the decisions made in the meeting. Two examples given by team member confirming that learner worked with team to meet objectives.
29024-Assessor-guidelines.docx