The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!
From the Wiki University
What evidence can you provide to prove your understanding of each of the following citeria?
Identify and assess the needs and expectations of different types of customers
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Different types of customers are accurately identified Completed |
Evidence:
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Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided Completed |
Evidence:
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All activities are carried out in accordance with organisation requirements and procedures Completed |
Evidence:
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Provide high quality service to customer
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Customer requests are responded to promptly and efficiently Completed |
Evidence:
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Customers are treated in a manner which assists the development of a positive and professional relationship Completed |
Evidence:
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Organisation services and products are appropriately promoted to encourage repeat business Completed |
Evidence:
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Customer dissatisfaction is promptly recognised and attended to Completed |
Evidence:
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Deal with difficult customers
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The nature and details of the complaint are established and agreed upon with the customer Completed |
Evidence:
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Appropriate action is taken to resolve the complaint to the customer's satisfaction wherever possible within the level of responsibility determined Completed |
Evidence:
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The complaint is referred to appropriate personnel if the staff member cannot resolve the situation to the customer's satisfaction Completed |
Evidence:
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Organisation documentation is completed in accordance with organisation requirements Completed |
Evidence:
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Seek and action customer feedback
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Feedback is sought from customers on the product provided Completed |
Evidence:
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Alternative advice/actions are discussed with the customer Completed |
Evidence:
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Appropriate action is taken in response to feedback Completed |
Evidence:
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Customer feedback is documented in accordance with customer requirements Completed |
Evidence:
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