Example Professional Discussion Report

Customer Service Practitioner
Professional Discussion Record (Version A)

Throughout the Professional Discussion the Assessor must review the apprentice’s competence in all of
the Pass criteria outlined below as a minimum. The apprentice can only achieve distinction by covering
all of the distinction criteria, outlined in red below.

Element Prompt/Question

Knowing your customers Describe your understanding of excellent customer
service and how this is delivered by your organisation
and yourself to different customer types.

Described how the hospital works with NHS customers
and private customers, taking the bookings and making
sure customers are insured. This is communicated with
the consultants via their secretaries. Finally making
sure that the customers are booked out properly. He
described the importance of finding out ‘what the
customer wants’.

The apprentice described how he is now speaking
confidently on the phone to re-assure customers about
their experience they will have at the private hospital.
For him to be able to do his job effectively
understanding procedures to be able to discuss this
with customers. Equally he described the importance
of speaking to the customers insurance companies and
relaying what has been discussed was of high
importance. Call 24 hours before hand to make sure
they understand the procedure they are undertaking.

He described the importance of finding out ‘what the
customer wants’. Furthering this by asking if there are
further needs beyond the operation. Making people
feeling comfortable with the situation, meeting those
needs such as mobility issues or customers with longer

Supplementary questions

The assessor used the question, when were you
allowed to conduct these responses, straight away?
The apprentice described how there was a level of
training in the induction process prior to him engaging
with any customers on the phone.

Criteria (pass) Achieved? Recording timing: 1m, 3m 26s, 14m
ü or X 20s

K1.1 Explain the difference between
internal and external customers in
the context of their organisation.

How met

The learner described how the patients that came into the hospital and insurance companies such as BUPA are
both externals customers, along with external consultants who work on behalf of the hospital. He described the
fact that the internal support network were his internal customers. In fact he was describing a number of
departments that he works with to make sure the external customer service is of the required standards.
Describing receptionist, purchasers of supplies and the ward itself, amongst other.

The learner described in-patients and out patients as customers, but didn’t refer to them as internal or external
customers.

K1.2 Describe the specific needs of 8m
different customers, including those
protected under current Equality
law

How met

When speaking to customers on the phone, the learner described the importance of protecting their client and
the importance of confidentiality. He furthered this by describing that he could not communicate with other
family members who stated that they would pass the information on to his client, and that it was important to
be confidential throughout conversations.

An elderly gentleman, who was having a serious procedure, very nervous and hungry. Delays meant that the
customer could not go to his room until 10am. He re-assured the gentleman that he would get seen to and the
apprentice described how he physically went down to see the gentleman. The apprentice spoke to Sue on the
ward, helping to settle the patient down, explaining the delay. The communication with the department
supported in dealing with the situation.

K1.3 Explain when and how to
adapt their service approach to
meet the needs and expectations of
customers.

How met

The apprentice described
how the team try and
make the stay as
comfortable as possible,
ensuring that all dietary
requirements are met and
for patients that are in for
longer periods of time
they try and give them
rooms with nice views
over the field. All people
that have mobility issues
are supported on their
arrival and equally wifi is
provided for all customers
to allow for the customers
communicate with their
families to relieve stress.

Criteria (distinction) Achieved? Recording timing 11m
Knowing your customers ü

K1.4 Explain the importance of
building good customer
relationships to the organisation.

How met

The apprentice explained how he needs to do everything he can to ensure each of the external customers have
a good experience and relatives understand processes so everyone feels comfortable. During more challenging
situation, the right people were communicated with to support a specific individuals that needed a higher level
of support and re-assurance. This help in calming the nerves of the individual.

K1.5 Explain the difference in the
way internal and external customer
relationships are managed.

How met

The apprentice described how he has good relationships with internal manager and tries to meet the requests
made by him, where progress is discussed in supervision meetings. When there are complaints from external
partners. the internal process that these are discussed with senior managers (internal customers), to discuss
possible resolutions.

K1.6 Explain the importance of
balancing the needs of both the
organisation and its customers.

How met

There was not sufficient evidence communicated, discussing the importance of meeting the needs of both the
customers and the organisation.