Customer Service Practitioner EPA

You can not apply for end point assessment until you have been on programme for

• 6 months

• 12 months

• 15 months

• 18 months

The highest percentage of marks given in end point assessment is from...

• The observation

• The professional discussion

• The showcase

• The gateway meeting

A current Covid 19 exception is that

• No assessments will be carried out

• A relative can carry out the observation

• The lecturer can carry out the observation

• Someone who works with the apprentice can carry out the observation

The showcase is made up from...

• Portfolio evidence demonstrating at least minimum requirements of the standards

• Portfolio evidence which is anecdotal and not relevant

• Pictures of the apprentice at work

• Examples of questions the apprentice has about the standards

The EPA demonstrates

• The apprentice can just about cope with the job

• The apprentice can talk to the assessor

• Professional competence

• Professional knowledge

Is being open to feedback important?

• Feedback should be ignored

• It shows that you are mature enough to learn and improve from advice given

• It shows that you need others to judge you

• It shows you are weak and care about the opinions of others

How should you start your presentation?

• Give context - who you are and where you work

• Give background - what school you went to and the names of any pets

• Give personal details such as bank account passwords

• Give a bribe

Where can evidence come from other than you?

• Customer feedback

• Manager statements

• Performance reviews

• All other options

When dealing with customers in a customer service environment your should always try to...

• Provide what you think they need

• Tell them what they need

• Listen and discuss their needs until you reach agreement

• Sell them anything your business is trying to shift

What could 'understanding beyond knowledge' mean?

• You know more than them

• You have learned through practical experience

• You are an expert

• You know what you know