What content will be covered in the practical observation for the Customer Service Practitioner standard?

The practical observation is designed to allow apprentices to demonstrate their skills, behaviours, and leadership to external/internal stakeholders.

During the observation, the End-Point Assessor will assess the apprentice’s knowledge, skills and behaviours against the following modules from the apprenticeship standard:

• Interpersonal skills.

• Communication.

• Equality – treating all customers as individuals.

• Presentation – dress code, professional language.

• “Right First Time”.

Should naturally occurring opportunities for the apprentice to demonstrate criteria not present themselves during the practical observation, these will be carried over and assessed during the professional discussion.

However, should any criteria be observed and found not to meet the pass requirements, these will be graded as a fail, and will not be assessed again in the prof