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?
Advise on customer needs.
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Customer needs are assessed and clarified using appropriate communication techniques. Completed |
Evidence:
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Problems matching service delivery to customer needs are diagnosed and options for improved service are developed. Completed |
Evidence:
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Relevant and constructive advice is provided that promotes the improvement of customer service delivery. Completed |
Evidence:
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Business equipment and technology are used to structure and present information on customer service needs. Completed |
Evidence:
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Support implementation of customer service strategies.
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Customer service strategies and opportunities are promoted within the organisation. Completed |
Evidence:
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Available resources are identified and allocated to fulfil customer service objectives. Completed |
Evidence:
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Procedures to resolve customer difficulties and complaints are actioned. Completed |
Evidence:
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Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards. Completed |
Evidence:
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Evaluate and report on customer service.
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Customer satisfaction with service delivery is reviewed using verifiable data. Completed |
Evidence:
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Changes necessary to maintain service standards are identified, and actions are implemented according to organisational procedures. Completed |
Evidence:
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Conclusions and recommendations are prepared from verifiable data and constructive advice is provided on future directions of customer service strategies. Completed |
Evidence:
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Systems, records and reporting procedures are maintained to compare changes in customer satisfaction. Completed |
Evidence:
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