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 customer needs
|
|
Useappropriate interpersonal skillsto accurately identify and clarifycustomer needs and expectations Completed |
Evidence:
|
Assess customer needs for urgency to determine priorities for service delivery according toorganisational requirements Completed |
Evidence:
|
Useeffective communicationto inform customers about available choices for meeting their needs and assist in the selection of preferred options Completed |
Evidence:
|
Identify limitations in addressing customer needs and seek appropriate assistance fromdesignated individuals Completed |
Evidence:
|
Deliver a service to customers
|
|
Provide prompt service to customers to meet identified needs in accordance with organisational requirements Completed |
Evidence:
|
Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery Completed |
Evidence:
|
Sensitively and courteously handlecustomer complaintsin accordance with organisational requirements Completed |
Evidence:
|
Provide assistance or respond to customers withspecific needsaccording to organisational requirements Completed |
Evidence:
|
Identify and use availableopportunitiesto promote and enhance services and products to customers Completed |
Evidence:
|
Monitor and report on service delivery
|
|
Regularly review customer satisfaction with service delivery usingverifiable evidenceaccording to organisational requirements Completed |
Evidence:
|
Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements Completed |
Evidence:
|
Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements Completed |
Evidence:
|
Regularly seek customer feedback and use to improve the provision of products and services Completed |
Evidence:
|
Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery Completed |
Evidence:
|