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Evidence Guide: BSBCUE307 - Work effectively in customer engagement

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

 

BSBCUE307 - Work effectively in customer engagement

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

Identify requirements of customer engagement role

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify role of customer engagement in relation to the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal customer engagement role and operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relate personal operations to organisation’s customer engagement objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify major components of customer engagement infrastructure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relate personal operations to customer engagement infrastructure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage personal performance

  1. Use available resources, systems and support effectively
  2. Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures
  3. Comply with organisational, regulatory and legislative requirements
  4. Identify personal performance requirements and expectations and adopt strategies to achieve them
  5. Identify and participate in performance management and development processes
Use available resources, systems and support effectively

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Comply with organisational, regulatory and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal performance requirements and expectations and adopt strategies to achieve them

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and participate in performance management and development processes

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 long-term 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 promotion of the organisation and its staff, to customers
Display a positive and ethical approach to employment and role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify realistic short and long-term 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 promotion of the organisation and its staff, to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in a workplace team

  1. Identify team member roles and team structure and interact cooperatively with team members
  2. Recognise, acknowledge and contribute to formation and achievement of team objectives
  3. Recognise and respond positively to conflict within team
  4. Provide feedback to enhance team performance
Identify team member roles and team structure and interact cooperatively with team members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise, acknowledge and contribute to formation and achievement of team objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise and respond positively to conflict within team

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback to enhance team performance

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 Identify requirements of customer engagement role

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

1.2 Identify role of customer engagement in relation to the organisation

1.3 Identify personal customer engagement role and operations

1.4 Relate personal operations to organisation’s customer engagement objectives

1.5 Identify major components of customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Manage personal performance

2.1 Use available resources, systems and support effectively

2.2 Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures

2.3 Comply with organisational, regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations and adopt strategies to achieve them

2.5 Identify and participate in performance management and development processes

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 long-term 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 promotion of the organisation and its staff, to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure and interact cooperatively with team members

4.2 Recognise, acknowledge and contribute to formation and achievement of team objectives

4.3 Recognise and respond positively to conflict within team

4.4 Provide feedback to enhance team performance

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 Identify requirements of customer engagement role

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

1.2 Identify role of customer engagement in relation to the organisation

1.3 Identify personal customer engagement role and operations

1.4 Relate personal operations to organisation’s customer engagement objectives

1.5 Identify major components of customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Manage personal performance

2.1 Use available resources, systems and support effectively

2.2 Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures

2.3 Comply with organisational, regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations and adopt strategies to achieve them

2.5 Identify and participate in performance management and development processes

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 long-term 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 promotion of the organisation and its staff, to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure and interact cooperatively with team members

4.2 Recognise, acknowledge and contribute to formation and achievement of team objectives

4.3 Recognise and respond positively to conflict within team

4.4 Provide feedback to enhance team performance