MARK SHEET – Developing a customer service focus Centre Number : Learner Registration No :
Centre Name : Learner Name:
INSTRUCTIONS FOR ASSESSMENT AND USE OF MARK SHEET Assessment must be conducted with reference to the assessment criteria (AC). In order to pass the unit, every AC must be met. Assessors will normally award marks for every AC and then total them into a percentage. However, for greater simplicity, there is the option to not use marks at all and merely indicate with a ‘Pass’ or ‘Referral’ in the box (below right). In order to pass the unit every AC must receive a ‘Pass’ Where marks are awarded according to the degree to which the learner’s evidence in the submission meets each AC, every AC must be met, i.e. receive at least half marks (e.g. min 10/20). Any AC awarded less than the minimum produces an automatic referral for the submission (regardless of the overall mark achieved). Sufficiency descriptors are provided as guidance. If 20 marks are available for an AC and the evidence in the submission approximates to the ‘pass’ descriptor, that indicates it should attract 10 marks out of 20, if a ‘good pass’ then ca. 15 out of 20. The descriptors are not comprehensive, and cannot be, as there are many ways in which a submission can exceed or fall short of the requirements.
1. Learner named above confirms authenticity of submission. 2. ILM uses learners’ submissions – on an anonymous basis – for assessment standardisation. By submitting, I agree that ILM may use this script on condition that all information which may identify me is removed. However, if you are unwilling to allow ILM use your script, please refuse by ticking the box: □
Learning Outcome 1: Understand customer service needs within the context of the enterprise
Assessment Criteria (AC) AC 1.1 Evaluate what customers want most from the enterprise
Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result]
Referral [ca.2/8]
No evaluation of what customers want most from the enterprise, or the evaluation is incorrect or inappropriate, or what customers want is merely listed or described with no evaluation to provide a conclusion or recommendations
Pass [4/8]
Evaluation of what customers want most from the enterprise has been carried out correctly and appropriately with limited conclusions and/or recommendations made
AC 1.2 Evaluate customers attitudes to similar enterprises, products or services
Section comments (optional):
Good Pass [ca. 6/8]
Evaluation of what customers want most from the enterprise has been carried out correctly and appropriately with detailed conclusions and/or recommendations made
/8 (min. of 4)
Referral [ca.2/8] No evaluation of customers’ attitudes to similar enterprises, products or services, or the evaluation is incorrect or inappropriate, or customers’ attitudes to similar enterprises, products or services is listed or described with no evaluation to provide a conclusion or recommendations
Assessor feedback on AC
Pass [4/8]
Good Pass [ca. 6/8]
Evaluation of customers’ attitudes to similar enterprises, products or services has been carried out correctly and appropriately with limited conclusions and/or recommendations made
Evaluation of customers’ attitudes to similar enterprises, products or services has been carried out with detailed conclusions and/or recommendations made
Verification comments (optional):
Pass or Referral
Assessor feedback on AC
/8 (min. of 4)
Pass or Referral
Learning Outcome 2: Understand the importance of good communication in relation to the customer
Assessment Criteria (AC) AC 2.1 Analyse the features of good customer service in order to improve reputation
AC 2.2 Examine how to communicate effectively with customers
Section comments (optional):
Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result]
Referral [ca.8/32]
No analysis of the features of good customer service in order to improve reputation, or analysis is not based on the features of good customer service, or analysis is incorrect, or the features of good customer service in order to improve reputation are merely listed or described with no analysis to provide conclusions or recommendations
Pass [16/32]
A limited correct analysis of the features of good customer service in order to improve reputation is carried out to provide limited conclusions or recommendations
Assessor feedback on AC
Good Pass [ca. 24/32]
A detailed correct analysis of the features of good customer service in order to improve reputation is carried out with clear conclusions or recommendations drawn where appropriate
/ 32 (min. of 16)
Referral [ca.4/16]
Pass [8/16]
Good Pass [ca. 12/16]
No examination of how to communicate effectively with customers, or the examination is incorrect or inappropriate or is merely listed with no examination of the features of effective communication
A correct and appropriate examination of a limited range of features of how to communicate effectively with customers is provided
A detailed examination of a wide range of features of how to communicate effectively with customers is provided
Assessor feedback on AC
/ 16 (min. of 8) Verification comments (optional):
Pass or Referral
Pass or Referral
Learning Outcome 3: Be able to develop a customer orientated culture in the enterprise
Assessment Criteria (AC) AC 3.1 Describe how to ensure customer satisfaction
Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result]
Referral [ca.2/8]
No description of how to ensure customer satisfaction is given, or the description is incorrect, or how to ensure customer satisfaction is merely listed with no description of its principal features
Referral [ca.3/12]
AC 3.2 Measure and examine customer satisfaction
AC 3.3 Establish guidelines for embedding an exceptional customer service culture
Measure customer satisfaction’ and ‘examine customer satisfaction’ have not been addressed, or ‘measure customer service’ or ‘examine customer satisfaction’ is addressed, but not both, or ‘measure customer satisfaction’ and/or ‘examine customer satisfaction’ is incorrect or inappropriate
Referral [ca.4/16]
No guidelines for embedding an exceptional customer service culture are established, or are incorrect or inappropriate, or there are no reasons to believe that guidelines would result in an exceptional customer service culture
Section comments (optional):
Pass [4/8]
A correct and appropriate description of a limited range of principal features to ensure customer satisfaction is provided
Assessor feedback on AC
Good Pass [ca. 6/8]
A correct and appropriate description of a wide range of principal features to ensure customer satisfaction is provided
/8 (min. of 4) Pass [6/12] Evidence is provided that customer satisfaction has been measured and examined correctly and appropriately over a limited range of reliable and representative customer satisfaction metrics
Pass [8/16]
Correct and appropriate guidelines for embedding an exceptional customer service culture are established, although there are limited reasons why they would result in an exceptional customer service culture
Good Pass [ca. 9/12]
Pass or Referral
Assessor feedback on AC
Evidence is provided that customer satisfaction has been measured and examined correctly and appropriately over a wide range of reliable and representative customer satisfaction metrics
/ 12 (min. of 6)
Pass or Referral
/ 16 (min. of 8)
Pass or Referral
Good Pass [ca. 12/16]
Correct and appropriate guidelines for embedding an exceptional customer service culture are established with detailed reasons why they would result in an exceptional customer service culture
Verification comments (optional): / 100 TOTAL MARKS
Assessor’s Decision Signature of Assessor: Outcome (delete as applicable): PASS / REFERRAL
Date:
Quality Assurance Use Signature of QA: Outcome (delete as applicable): PASS / REFERRAL
Date of QA check: