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?
Apply organisational customer service standards.
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Check the organisation's plans, policies and procedures relating to customer service and apply them. Completed |
Evidence:
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Explain the features, benefits and application of the organisation's products and services to customers. Completed |
Evidence:
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Apply the organisation's processes for handling customer queries, complaints and disputes. Completed |
Evidence:
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Apply effective communication techniques with different types of customers and situations. Completed |
Evidence:
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Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience. Completed |
Evidence:
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Use available resources to meet customer requirements and services. Completed |
Evidence:
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Respond to customer needs and concerns.
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Clarify customer needs and expectations. Completed |
Evidence:
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Resolve customer concerns or complaints according to organisational policies and procedures. Completed |
Evidence:
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Address customer needs or complaints clearly, politely and effectively. Completed |
Evidence:
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Refer customer concerns related to organisational liability to appropriate persons or departments according to organisational policy. Completed |
Evidence:
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Complete documentation and process it according to organisational and statutory requirements. Completed |
Evidence:
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Contribute to customer service standards.
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Identify and explain opportunities to improve services or processes to team members. Completed |
Evidence:
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Review personal work performance to improve services to customers. Completed |
Evidence:
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Record evidence of customer satisfaction and report to team members. Completed |
Evidence:
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Contribute to the development, and improvement of quality service policies and standards. Completed |
Evidence:
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