See how SVQs work from a Learners perspective

Craig is a Food & Beverage Level 2 candidate with an outside interest in "vlogging" so a good way to play to his interests and enable him to communicate in a form he feels comfortable was to allow him to produce his Customer Service Storyboards.

We gave Craig the following questions to answer:

1. A time when you have avoided a customer complaint by taking action to fix something before your customer has become aware of the issue and shows that your actions have prevented a potential complaint.

2. A repeated customer service complaint detailing an occasion when more than one customer has complained about the same issue.

3. A general customer service complain.

4. A time when dealing with a customer service complaint that you have (with the agreement of others) changed normal operating procedures to resolve the situation.