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?
Contribute to quality customer standards.
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Customer service standards are accessed, interpreted, applied and monitored in the workplace according to organisational requirements. Completed |
Evidence:
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Contributions are made to the development, refinement and improvement of service policies, standards and processes. Completed |
Evidence:
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Implement customer service systems.
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Personnel are encouraged to consistently implement customer service systems. Completed |
Evidence:
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Customer feedback is reviewed in consultation with appropriate personnel and is analysed when improving work practices. Completed |
Evidence:
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Customer service problems are identified and adjustments made to ensure continued service quality. Completed |
Evidence:
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Adjustments are communicated to all those involved in service delivery within appropriate timeframes. Completed |
Evidence:
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Delivery of services and products is coordinated and managed to ensure they effectively and efficiently meet agreed quality standards. Completed |
Evidence:
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Lead customer service team.
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Coaching and mentoring are used to assist colleagues to deal with customer service issues and achieve ultimate service potential. Completed |
Evidence:
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Team is motivated to achieve high standard of service to customer. Completed |
Evidence:
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Team is informed of changes in policies and procedures that affect their relations with customers. Completed |
Evidence:
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Team is provided with regular feedback in regard to achievement or non-achievement of standards of customer service. Completed |
Evidence:
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Team members are encouraged to contribute feedback in regard to achievement of customer service. Completed |
Evidence:
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Training is undertaken as required to meet changing needs. Completed |
Evidence:
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