A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit direct questioning combined with review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate review of stakeholder feedback review of service level performance review of process and service level policy documentation review of documentation of poor service level performance review of reporting and historical data along with analysis practical demonstration of effective use of customer contact technology review of financial performance and resourcing budget
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