A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit evaluation of a portfolio prepared by the individual incorporating documents used for the management of a customer crisis summary of customer crisis information an action plan to manage the crisis notes on the organisation of operational services to assist the customer in crisis reports produced post crisis direct observation using role plays of the individual supporting and reassuring customers use of case studies and problemsolving exercises so the individual can identify and evaluate the impacts of different types of customer crises and provide responses use of case studies and problemsolving exercises so the individual can identify and evaluate the impacts of different types of customer crises and provide responses written and oral questioning to assess knowledge of the key symptoms of trauma communication techniques for supporting and reassuring customers role of key external people and organisations in managing a customer crisis review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
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