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 nature and type of enquiry or complaint.
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Client is addressed in a courteous and business-like manner according to company requirements. Completed |
Evidence:
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Details of enquiry or complaint are confirmed through suitable communication with client according to company requirements. Completed |
Evidence:
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Client needs and degree of urgency are established promptly according to company requirements. Completed |
Evidence:
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Details of enquiry or complaint are recorded to ensure accurate records are maintained according to company and legislativerequirements. Completed |
Evidence:
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Impact of relevant legislative and company requirements for handling enquiries and complaints is identified. Completed |
Evidence:
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Arrangements and follow-up are made for enquiries or complaints requiring additional research, according to company requirements. Completed |
Evidence:
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Research information relevant to enquiry or complaint.
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Information relevant to client needs is identified from company and industry sources according to company requirements. Completed |
Evidence:
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Records are reviewed to establish history of service according to company requirements. Completed |
Evidence:
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Site is inspected, where appropriate with client, to consider enquiry or confirm existence of problem according to company requirements. Completed |
Evidence:
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Probability of associated problems is assessed using available information according to company requirements. Completed |
Evidence:
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Advice is sought from appropriate personnel where necessary on nature of problem and proposed solution according to company requirements. Completed |
Evidence:
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Refer enquiries or complaints.
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Enquiries or complaints that require referral to other personnel or external bodies are identified according to legislative and company requirements. Completed |
Evidence:
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Referrals to appropriate personnel are made for follow-up according to individual level of responsibility and company requirements. Completed |
Evidence:
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Documents and investigation reports are forwarded to appropriate personnel according to company requirements. Completed |
Evidence:
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Follow-up is made with appropriate personnel to gain prompt decisions according to company requirements. Completed |
Evidence:
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Communicate with clients and/or their agents to resolve issue.
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Need for written, verbal or personal response is established according to nature of enquiry and company requirements. Completed |
Evidence:
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Response to enquiry or complaint is prepared and communicated according to company requirements. Completed |
Evidence:
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Satisfy complex client needs.
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Possibilities for meeting client needs are explained to client according to legislative and company requirements. Completed |
Evidence:
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Clients are assisted to evaluate product and service options to satisfy their needs according to legislative and company requirements. Completed |
Evidence:
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Preferred action is determined and prioritised according to legislative and company requirements. Completed |
Evidence:
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Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements. Completed |
Evidence:
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Update relevant files and records.
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Business documentation is completed according to company requirements. Completed |
Evidence:
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Relevant staff members are promptly advised of work allocations according to company requirements. Completed |
Evidence:
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Information on type and source of enquiries is collated to enable subsequent data analysis according to company requirements. Completed |
Evidence:
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Update policy and procedures where required.
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Information on identified problem and solution is provided to management to assist in updating company policy and procedures according to company requirements. Completed |
Evidence:
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Staff members are debriefed on the nature of problems and implemented solutions to reduce incidence of recurrence according to legislative and company requirements. Completed |
Evidence:
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