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Evidence Guide: BSBCUE205 - Prepare for work in a customer engagement environment

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

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

 

BSBCUE205 - Prepare for work in a customer engagement environment

What evidence can you provide to prove your understanding of each of the following citeria?

Relate own role to customer engagement operations

  1. Identify specific customer engagement operations and relate these to the industry-wide context
  2. Identify how customer contact activity contributes to the organisation’s goals
  3. Identify personal customer engagement role and operations
  4. Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives
  5. Identify the major components of the customer engagement infrastructure
  6. Relate personal operations to customer engagement infrastructure
Identify specific customer engagement operations and relate these to the industry-wide context

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify how customer contact activity contributes to the organisation’s goals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal customer engagement role and operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the major components of the customer engagement infrastructure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relate personal operations to customer engagement infrastructure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reflect on personal performance

  1. Recognise and use available resources and support effectively
  2. Operate within reporting protocols, policies and procedures of customer contact organisational structure
  3. Comply with regulatory and legislative requirements
  4. Identify personal performance requirements and expectations
Recognise and use available resources and support effectively

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate within reporting protocols, policies and procedures of customer contact organisational structure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Comply with regulatory and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal performance requirements and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a professional approach to employment

  1. Display a positive and ethical approach to employment and role
  2. Identify realistic short and longterm career objectives
  3. Relate personal capabilities to current role and career objectives
  4. Identify strategies for projecting a professional image in current role
  5. Contribute to the promotion of the centre, organisation and its staff to customers
Display a positive and ethical approach to employment and role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify realistic short and longterm career objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relate personal capabilities to current role and career objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify strategies for projecting a professional image in current role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to the promotion of the centre, organisation and its staff to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in a workplace team

  1. Identify team member roles and team structure
  2. Interact cooperatively with team members
Identify team member roles and team structure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interact cooperatively with team members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Relate own role to customer engagement operations

1.1 Identify specific customer engagement operations and relate these to the industry-wide context

1.2 Identify how customer contact activity contributes to the organisation’s goals

1.3 Identify personal customer engagement role and operations

1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives

1.5 Identify the major components of the customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Reflect on personal performance

2.1 Recognise and use available resources and support effectively

2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure

2.3 Comply with regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations

3 Maintain a professional approach to employment

3.1 Display a positive and ethical approach to employment and role

3.2 Identify realistic short and longterm career objectives

3.3 Relate personal capabilities to current role and career objectives

3.4 Identify strategies for projecting a professional image in current role

3.5 Contribute to the promotion of the centre, organisation and its staff to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure

4.2 Interact cooperatively with team members

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Relate own role to customer engagement operations

1.1 Identify specific customer engagement operations and relate these to the industry-wide context

1.2 Identify how customer contact activity contributes to the organisation’s goals

1.3 Identify personal customer engagement role and operations

1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives

1.5 Identify the major components of the customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Reflect on personal performance

2.1 Recognise and use available resources and support effectively

2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure

2.3 Comply with regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations

3 Maintain a professional approach to employment

3.1 Display a positive and ethical approach to employment and role

3.2 Identify realistic short and longterm career objectives

3.3 Relate personal capabilities to current role and career objectives

3.4 Identify strategies for projecting a professional image in current role

3.5 Contribute to the promotion of the centre, organisation and its staff to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure

4.2 Interact cooperatively with team members