Customer Service (G721) How many customer service situations do candidates need to undertake to achieve Mark Band 3?
The main emphasis for MB3 (AO2) is the variety of customers, the confidence of the candidate and the quality of the evaluation. It is the opinion of the Principal Moderator and the moderation team that candidates will not be perfect at carrying out customer service (some, of course will be better than others in terms of confidence) as in the real world it takes time, experience and training. It is therefore important in MB3 that candidates are able to identify their strength and weaknesses from a demonstration of their capabilities and with supporting witness statements. In order to do this they will need more than two situations for mark band 3 and have developed some confidence. Work experience can be included.
