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?
Develop and maintain product, service and market knowledge.
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Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services. Completed |
Evidence:
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Use customer feedback and workplace observation to evaluate products, services and promotional initiatives and identify changes in customer preferences, needs and expectations. Completed |
Evidence:
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Share market, product and service knowledge obtained with colleagues to enhance the effectiveness of the team. Completed |
Evidence:
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Suggest ideas to appropriate person for product and service adjustments to meet customer needs for future planning according to organisation policy. Completed |
Evidence:
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Provide a quality service experience to customers.
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Determine and clarify customer preferences, needs and expectations. Completed |
Evidence:
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Offer accurate information about appropriate products and services to customers to meet their needs and expectations. Completed |
Evidence:
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Anticipate customer preferences, needs and expectations throughout the service experience and provide products and services in a timely manner, appropriate to individual needs and preferences, and according to organisation standards. Completed |
Evidence:
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Offer possible extras and add-ons appropriately and provide personalised and additional services and products where appropriate. Completed |
Evidence:
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Proactively promote products and services at appropriate opportunities according to current organisation goals and promotional focus and employ selling techniques appropriately to encourage usage and purchase. Completed |
Evidence:
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Identify problems in products and services and take action immediately to address them and/or notify management. Completed |
Evidence:
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Liaise with team members to ensure timely and efficient service. Completed |
Evidence:
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Share information with other team members and relevant persons to ensure efficient service and timely and smooth workflow. Completed |
Evidence:
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Deal with complaints and difficult customer service situations.
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Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint or difficult customer service situation with the customer and assess the impact on the customer of the situation. Completed |
Evidence:
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Use communication techniques to assist in the management of the complaint and handle the situation sensitively, courteously and discreetly. Completed |
Evidence:
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Take responsibility for finding a solution to the complaint within the scope of individual responsibility. Completed |
Evidence:
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Determine possible options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisation constraints. Completed |
Evidence:
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Take appropriate action swiftly to resolve the complaint and prevent escalation, in agreement with customer and to the customer's satisfaction. Completed |
Evidence:
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Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service. Completed |
Evidence:
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Provide feedback on complaints to appropriate personnel in order to avoid future occurrence. Completed |
Evidence:
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Reflect on and evaluate complaint and solution to enhance response to future complaints or difficult service situations. Completed |
Evidence:
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Manage and use information about clients and customers.
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Determine and record customer information where appropriate to provide personalised service. Completed |
Evidence:
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Develop and maintain knowledge of organisation promotional initiatives and implement where appropriate. Completed |
Evidence:
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Proactively provide enhanced products and services to clients and customers based on client information. Completed |
Evidence:
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