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?
Examine the nature of the issue
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Customer issue and associated feelings and opinions are identified Completed |
Evidence:
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Facts relating to the issue are determined using appropriate communication skills Completed |
Evidence:
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Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted Completed |
Evidence:
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Further information is researched as required to confirm or clarify issue Completed |
Evidence:
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Rights and responsibilities of customer and workplace are determined and communicated to customer Completed |
Evidence:
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Resolve or escalate the issue
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Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified Completed |
Evidence:
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Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures Completed |
Evidence:
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Information required to assist customer in evaluating service and product options that best meet customer needs is provided Completed |
Evidence:
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Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures Completed |
Evidence:
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Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person Completed |
Evidence:
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Document issue and outcome
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Record issue, outcome and customer feedback according to workplace procedures Completed |
Evidence:
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Report agreed outcome to appropriate person according to workplace procedures Completed |
Evidence:
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Examine the nature of the issue
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|
Customer issue and associated feelings and opinions are identified Completed |
Evidence:
|
Facts relating to the issue are determined using appropriate communication skills Completed |
Evidence:
|
Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted Completed |
Evidence:
|
Further information is researched as required to confirm or clarify issue Completed |
Evidence:
|
Rights and responsibilities of customer and workplace are determined and communicated to customer Completed |
Evidence:
|
Resolve or escalate the issue
|
|
Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified Completed |
Evidence:
|
Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures Completed |
Evidence:
|
Information required to assist customer in evaluating service and product options that best meet customer needs is provided Completed |
Evidence:
|
Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures Completed |
Evidence:
|
Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person Completed |
Evidence:
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Document issue and outcome
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|
Record issue, outcome and customer feedback according to workplace procedures Completed |
Evidence:
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Report agreed outcome to appropriate person according to workplace procedures Completed |
Evidence:
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