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?
Receive clients.
|
|
Communicate with clients according to workplace policies and procedures. Completed |
Evidence:
|
Meet client customer service needs and reasonable requests or refer to a supervisor according to workplace policies. Completed |
Evidence:
|
Source client records and establish new cards as required. Completed |
Evidence:
|
Enter client information in record system according to workplace policies and procedures and relevant legislation and codes. Completed |
Evidence:
|
Direct client to designated area for specific beauty service. Completed |
Evidence:
|
Deliver customer service to clients.
|
|
Identify or anticipate possible contingencies and take action to maximise client satisfaction. Completed |
Evidence:
|
Recognise and act upon opportunities to deliver additional levels of service beyond client's immediate request. Completed |
Evidence:
|
Farewell clients according to workplace policies and procedures. Completed |
Evidence:
|
Use positive verbal and non-verbal communication to develop rapport and maintain contact with client during customer service delivery. Completed |
Evidence:
|
Encourage repeat custom by promotion of appropriate services and products according to workplace policies and procedures. Completed |
Evidence:
|
Process sales, returns and refunds according to workplace policies and procedures. Completed |
Evidence:
|
Schedule clients.
|
|
Schedule appointments according to the length of time required for services, availability of staff, and space and workplace policies and procedures. Completed |
Evidence:
|
Confirm appointments with client and record details on appointment system. Completed |
Evidence:
|
Respond to client complaints.
|
|
Establish nature of complaint by active listening and questioning and confirm with client. Completed |
Evidence:
|
Implement complaint resolution procedures when required according to workplace procedures. Completed |
Evidence:
|
Promptly refer unresolved complaints to supervisor. Completed |
Evidence:
|
Take opportunities to turn incidents of client dissatisfaction into a demonstration of high quality customer service in line with workplace policies and procedures. Completed |
Evidence:
|
Complete workplace documentation regarding client dissatisfaction or complaint. Completed |
Evidence:
|
Take follow-up action as necessary to ensure client satisfaction. Completed |
Evidence:
|
Identify clients' special customer service needs.
|
|
Promptly identify clients with special needs or requirements by observation and questioning. Completed |
Evidence:
|
Verbally and non-verbally convey a willingness to assist clients. Completed |
Evidence:
|
Promptly service client needs, or refer or redirect as required. Completed |
Evidence:
|