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 customers' needs
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Customers' needs and expectations are clarified and accurately identified using appropriate interpersonal skills Completed |
Evidence:
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Customers' needs are assessed for urgency to determine priorities for service delivery in accordance with organisational requirements Completed |
Evidence:
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Customers are provided with information about available choices for meeting their needs and assisted in the selection of preferred options Completed |
Evidence:
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Limitations in addressing customers' needs are identified and appropriate assistance is sought from designated individuals Completed |
Evidence:
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Deliver a service to customers
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Service is provided promptly to customers to meet identified needs in accordance with organisational requirements Completed |
Evidence:
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Appropriate rapport is established and maintained with customers to ensure completion of the delivery of a quality service. Completed |
Evidence:
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Customers' complaints are handled sensitively and courteously in accordance with organisational requirements Completed |
Evidence:
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Customers with special needs or assistance are responded to in accordance with organisational requirements Completed |
Evidence:
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Available opportunities are identified and used to promote and enhance services and products to customers Completed |
Evidence:
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Monitor and report on service delivery
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Customer satisfaction with service delivery is regularly reviewed using verifiable evidence in accordance with organisational requirements Completed |
Evidence:
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Opportunities to enhance the quality of service and products are identified and pursued within organisational requirements Completed |
Evidence:
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Procedural aspects of service delivery are monitored for effectiveness and suitability to customer requirements Completed |
Evidence:
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Customer feedback is regularly sought and used to improve the provision of products and services Completed |
Evidence:
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Decisions to modify products or services incorporate evidence of customer satisfaction and are within organisational requirements Completed |
Evidence:
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Reports are clear, detailed and contain recommendations focused on critical aspects of service delivery Completed |
Evidence:
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