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?
Develop services for small businesses
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The attributes, service needs and wants of small business customers are identified as a basis for tailoring communications and services Completed |
Evidence:
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Current usage patterns of the institution's small business customers are analysed and product and service options for small business customers identified Completed |
Evidence:
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New products and services, tailored to small business customers, are designed and their implementation negotiated in accordance with the institution's business rules and processes Completed |
Evidence:
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Campaigns targeted to the small business portfolio are identified and planned in a manner which meets the institution's standards and timeframes Completed |
Evidence:
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Reward and recognition strategies to build customer loyalty are developed and the implementation managed Completed |
Evidence:
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Manage small business customer service teams
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Team and individual roles and responsibilities are developed and communicated effectively following appropriate consultations and in line with established processes and protocols of the organisation Completed |
Evidence:
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Team and individual goals and plans are developed and communicated effectively following appropriate consultations and in line with the established processes and protocols of the organisation Completed |
Evidence:
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Service standards and performance indicators are established in order to manage and support the performance of the customer service teams and their portfolios of customers Completed |
Evidence:
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Performance of staff within the customer service teams is monitored and feedback provided as part of the performance management processes of the institution Completed |
Evidence:
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Processes to ensure effective communication with and within the small business customer service teams are identified, implemented and monitored Completed |
Evidence:
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Processes to resolve customer complaints are planned, implemented and monitored Completed |
Evidence:
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Lead, support and develop small business customer service teams
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Staff are actively encouraged to participate in and assume responsibility for team performance Completed |
Evidence:
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High standards of personal performance, the demonstration of respect for team members and open communications are modelled with staff provided the opportunity and support to identify and resolve problems Completed |
Evidence:
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Feedback is provided to staff to recognise effort and success and Information, advice and coaching provided as required and in a timely and effective manner Completed |
Evidence:
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Evaluate and report outcomes
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Strategies to support the continuous improvement of small business customer services teams are developed, implemented and monitored Completed |
Evidence:
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Reports against targets using standards protocols and procedures are made with exception or feedback reports analysed and processes put in place to rectify faults or capitalise on opportunities Completed |
Evidence:
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Product and service offering targeted to the small business customer segment are reviewed and solutions for improvement are made in accordance with the institution's business rules and processes Completed |
Evidence:
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