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?
Deal with customer complaints.
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Recognise customer dissatisfaction and take action to avoid escalation. Completed |
Evidence:
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Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer. Completed |
Evidence:
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Refer complex and escalated customer complaints to relevant personnel. Completed |
Evidence:
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Maintain a positive and cooperative manner during all customer interactions. Completed |
Evidence:
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Report on customer complaints following organisational procedures. Completed |
Evidence:
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Process refunds and exchanges.
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Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities. Completed |
Evidence:
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Process refunds and exchanges and record details according to organisational policies and procedures. Completed |
Evidence:
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Deal with difficult customers.
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Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem. Completed |
Evidence:
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Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance. Completed |
Evidence:
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Provide feedback on customer service.
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Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction. Completed |
Evidence:
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Offer suggestions and solutions to relevant personnel for improved customer experiences. Completed |
Evidence:
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