What content will be covered in the practical observation with questions and answers for the Customer Service Specialist standard?

The practical observation is designed to allow apprentices to demonstrate their skills, behaviours, and leadership to external/internal stakeholders. The apprentice will be given a maximum of two weeks notice of the practical observation date.

The observation is expected to:

• reflect typical working conditions

• allow the apprentice to demonstrate all aspects of the standard

• take a synoptic approach to assessment of the overall competence

• be carried out on a one-to-one basis.

However it is understood and appreciated that it may not be possible to observe all pass and distinction criteria during the time set aside for the observation. Therefore, criteria which does not occur naturally during the practical observation will be tested during the question and answer part of this assessment to give the apprentice an opportunity to demonstrate their knowledge and give examples of their competency against these areas, enabling them to reach all grade bou