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?
Identify customer needs and expectations
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Customer needs and expectations are clarified and agreed upon with customers. Completed |
Evidence:
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Effective communication is used that is appropriate to the relationship with the customer and the purpose of the interaction. Completed |
Evidence:
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Bilingual or other assistance is accessed as required. Completed |
Evidence:
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Opportunities to enhance quality of service are identified and appropriate action is taken. Completed |
Evidence:
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Respond to customer needs and expectations
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Council's position and the extent of assistance that can be provided, including arrangements and costs, are identified and clarified with the customer. Completed |
Evidence:
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Requests for information are actioned or the customer is referred to appropriate information source for further assistance. Completed |
Evidence:
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Referrals made to other people or departments are conducted in such a way as to minimise inconvenience to the customer. Completed |
Evidence:
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Any necessary documentation is obtained, completed and processed according to council procedures. Completed |
Evidence:
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Council's policies and procedures relating to privacy and confidentiality are adhered to. Completed |
Evidence:
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Communicate effectively with the public
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Communication with the public is conducted in a courteous manner appropriate to the age, culture and linguistic background of the individual or group and in accordance with council policy. Completed |
Evidence:
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Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner. Completed |
Evidence:
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Information provided to the public is accurate and timely. Completed |
Evidence:
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A positive image of council is presented and maintained in all dealings with the public. Completed |
Evidence:
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Opportunities for customer feedback are provided. Completed |
Evidence:
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Manage difficult customer situations
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Council procedures are followed when dealing with difficult customer situations. Completed |
Evidence:
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In the event of a complaint, corrective action is taken where possible or a resolution process is mutually agreed upon. Completed |
Evidence:
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Customer feedback is reviewed in consultation with work group and changes or improvements are considered. Completed |
Evidence:
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A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving. Completed |
Evidence:
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Identify customer needs and expectations
|
|
Customer needs and expectations are clarified and agreed upon with customers. Completed |
Evidence:
|
Effective communication is used that is appropriate to the relationship with the customer and the purpose of the interaction. Completed |
Evidence:
|
Bilingual or other assistance is accessed as required. Completed |
Evidence:
|
Opportunities to enhance quality of service are identified and appropriate action is taken. Completed |
Evidence:
|
Respond to customer needs and expectations
|
|
Council's position and the extent of assistance that can be provided, including arrangements and costs, are identified and clarified with the customer. Completed |
Evidence:
|
Requests for information are actioned or the customer is referred to appropriate information source for further assistance. Completed |
Evidence:
|
Referrals made to other people or departments are conducted in such a way as to minimise inconvenience to the customer. Completed |
Evidence:
|
Any necessary documentation is obtained, completed and processed according to council procedures. Completed |
Evidence:
|
Council's policies and procedures relating to privacy and confidentiality are adhered to. Completed |
Evidence:
|
Communicate effectively with the public
|
|
Communication with the public is conducted in a courteous manner appropriate to the age, culture and linguistic background of the individual or group and in accordance with council policy. Completed |
Evidence:
|
Relevant council policies, procedures, works and restrictions are clarified to the public in a comprehensive and courteous manner. Completed |
Evidence:
|
Information provided to the public is accurate and timely. Completed |
Evidence:
|
A positive image of council is presented and maintained in all dealings with the public. Completed |
Evidence:
|
Opportunities for customer feedback are provided. Completed |
Evidence:
|
Manage difficult customer situations
|
|
Council procedures are followed when dealing with difficult customer situations. Completed |
Evidence:
|
In the event of a complaint, corrective action is taken where possible or a resolution process is mutually agreed upon. Completed |
Evidence:
|
Customer feedback is reviewed in consultation with work group and changes or improvements are considered. Completed |
Evidence:
|
A calm and conciliatory approach to difficult customer situations is demonstrated with a focus on constructive problem solving. Completed |
Evidence:
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