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?
Obtain details of customer and nature of enquiry
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The nature of the enquiry is clarified and all details obtained Completed |
Evidence:
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A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed Completed |
Evidence:
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A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed Completed |
Evidence:
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If the enquiry can be answered directly, a response in accordance with organisational procedures is provided Completed |
Evidence:
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If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up Completed |
Evidence:
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Customer details are obtained Completed |
Evidence:
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Research the information relevant to the enquiry
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Sources of information are identified so that an appropriate response can be provided within authority levels Completed |
Evidence:
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Information is obtained, organised and analysed to provide an accurate and satisfactory response Completed |
Evidence:
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Determine a suitable response to the enquiry
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Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe Completed |
Evidence:
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Response is comprehensive, clear and delivered in the most appropriate form (oral, written) and within the agreed upon timeframe Completed |
Evidence:
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Communicate information to the customer
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Written or oral responses are given in clear, simple, and easy to understand language Completed |
Evidence:
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Customer is treated courteously and an ongoing relationship is encouraged Completed |
Evidence:
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Any further queries from the customer are attended to promptly Completed |
Evidence:
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Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs Completed |
Evidence:
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Update relevant records
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Information on the nature and frequency of enquiries is collected for evaluation Completed |
Evidence:
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Details of the enquiry are recorded as required by organisational procedures Completed |
Evidence:
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