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 nature and type of inquiry or complaint
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Address client in a courteous and business-like manner in accordance with company requirements Completed |
Evidence:
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Confirm details of inquiry or complaint through suitable communication with client in accordance with company requirements Completed |
Evidence:
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Establish client needs and degree of urgency promptly in accordance with company requirements Completed |
Evidence:
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Record details of inquiry or complaint to ensure accurate records are maintained in accordance with legislative and companyrequirements Completed |
Evidence:
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Identify impact of relevant legislative and company requirements for handling inquiries and complaints Completed |
Evidence:
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Allocate a priority to inquiries or complaints requiring additional research and ensure arrangements are made for follow-up in accordance with company requirements Completed |
Evidence:
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Research information relevant to inquiry or complaint
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Identify information relevant to client needs from company and industry sources in accordance with company requirements Completed |
Evidence:
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Review records to establish history of service in accordance with company requirements Completed |
Evidence:
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Inspect site where appropriate with client to consider inquiry or confirm existence of problem in accordance with company requirements Completed |
Evidence:
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Assess probability of associated problems from the information available in accordance with company requirements Completed |
Evidence:
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Seek advice from appropriate personnel where necessary on nature of problem and proposed solution in accordance with company requirements Completed |
Evidence:
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Refer inquiries or complaints
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Identify inquiries or complaints that require referral to other personnel or external bodies in accordance with legislative and company requirements Completed |
Evidence:
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Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility and company requirements Completed |
Evidence:
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Forward documents and investigation reports to appropriate personnel in accordance with company requirements Completed |
Evidence:
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Follow up with appropriate personnel to gain prompt decisions in accordance with company requirements Completed |
Evidence:
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Communicate with clients and/or their agents to resolve issue
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Establish need for written, verbal or personal response in accordance with nature of inquiry and company requirements Completed |
Evidence:
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Prepare response to inquiry or complaint in accordance with company requirements Completed |
Evidence:
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Satisfy complex client needs
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Explain possibilities for meeting client needs in accordance with legislative and company requirements Completed |
Evidence:
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Assist clients to evaluate service/product options to satisfy their needs in accordance with legislative and company requirements Completed |
Evidence:
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Determine and prioritise preferred action in accordance with legislative and company requirements Completed |
Evidence:
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Identify potential areas of difficulty in client service delivery and take appropriate actions in a positive manner in accordance with legislative and company requirements Completed |
Evidence:
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Update relevant files and records
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Complete business documentation in accordance with company requirements Completed |
Evidence:
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Advise work allocations promptly to relevant staff in accordance with company requirements Completed |
Evidence:
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Collate information on the type and source of inquiries to enable subsequent data analysis in accordance with company requirements Completed |
Evidence:
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Update policy and procedures where required
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Provide information on the identified problem and solutions to management to assist in updating company policy and procedures in accordance with company requirements Completed |
Evidence:
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Debrief staff on the nature of the problems and solutions implemented to reduce incidence of recurrence in accordance with legislative and company requirements Completed |
Evidence:
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