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?
Ensure maintenance of customer database
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Evidence of maintenance of customer documents is sought regularly from staff responsible to ensure vital data is kept on existing and potential customers Completed |
Evidence:
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Customer data is maintained to ensure database relevance and currency Completed |
Evidence:
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Information on customers and sales and service history is gathered for analysis Completed |
Evidence:
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Establish needs of customer
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Customer needs are regularly monitored through formal and informal communication channels Completed |
Evidence:
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Current products and services are assessed against customer needs to determine the ability of the enterprise to meet customer needs Completed |
Evidence:
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Trends in customer service needs are documented and reported to appropriate persons periodically for planning purposes Completed |
Evidence:
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Ensure appropriate treatment of customer
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Service standards are reviewed regularly against outcomes to ensure required standards are met Completed |
Evidence:
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Staff are trained to provide customer service to an appropriate standard to ensure consistent treatment of customers Completed |
Evidence:
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Work activities of staff are reviewed regularly to ensure customer requirements are met Completed |
Evidence:
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Business operations are reviewed to ensure they meet current and projected customer requirements Completed |
Evidence:
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Staff are actively involved in providing information to improve customer service operations and activities Completed |
Evidence:
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