Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment. Evidence is best gathered using the products processes and procedures of the individual workplace as the means by which the candidate achieves industry competencies The following should be made available a workplace or simulated workplace documentation such as enterprise policy and procedure manuals relating to customer service enterprise telephone directory legislation and codes of practice computer database software customer information and enterprise policies and procedures a range of customers with different requirements real or simulated a communication system or a range of communication equipment real or simulated customer database a qualified workplace assessor
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