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 the identification of the customer segment
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Criteria for the identification of customers in specialist premium customer segments are analysed and evaluated Completed |
Evidence:
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Databases are accessed and updated to ensure the availability of consistent and accurate information to support quality customer relationship management Completed |
Evidence:
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The attributes, service needs and wants of the premium customer segment are identified as a basis for tailoring communications and services Completed |
Evidence:
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Contribution is made to the development of a service strategy for the premium customer segment Completed |
Evidence:
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Manage customer relationships with premium or high value individuals
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The portfolio of premium customers is administered using the business rules and processes of the financial services organisation Completed |
Evidence:
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Characteristics, benefits and costs of the range of products and services relevant to the premium customer segment are identified and analysed and service is delivered to the standard specified for the customer segment Completed |
Evidence:
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Reward and recognition strategies to build customer loyalty are developed and delivered to the premium customer segment Completed |
Evidence:
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Provide high level and tailored service
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Regular contact is established with customers in the portfolio to determine their ongoing needs and service expectations Completed |
Evidence:
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Current usage patterns are analysed and effective service and product options are identified and documented Completed |
Evidence:
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Optimum product and service solutions to meet customer needs are identified, modelled and sold Completed |
Evidence:
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Service delivery to the premium customer by other departments or groups across the organisation are coordinated Completed |
Evidence:
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Concerns or complaints about service or products are researched and addressed on behalf of the customer including the coordination of responses across all departments and groups Completed |
Evidence:
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Evaluate and report outcomes
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Reports against targets using standards, protocols and procedures are made with exception or feedback reports analysed and problems rectified Completed |
Evidence:
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Product and service offering targeted to the premium customer segment is reviewed and solutions for improvement are made to management Completed |
Evidence:
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The customer database is maintained to improvement the management of the premium customer segment Completed |
Evidence:
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