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 approaches to enhance quality customer service.
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Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research. Completed |
Evidence:
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Provide opportunities for customers and colleagues to provide feedback on products and services. Completed |
Evidence:
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Review changes in internal and external environments and integrate findings into planning for quality service. Completed |
Evidence:
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Provide opportunities for colleagues to participate in the customer service planning process. Completed |
Evidence:
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Develop standards and plans to address key quality service issues. Completed |
Evidence:
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Manage the delivery of quality service.
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Communicate customer service issues, standards and expectations clearly to colleagues. Completed |
Evidence:
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Provide colleagues with access to information on service standards and delivery. Completed |
Evidence:
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Use coaching to assist colleagues to deal with customer service issues and take responsibility for service outcomes. Completed |
Evidence:
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Monitor customer service in the workplace according to organisation policies and procedures to ensure standards are met. Completed |
Evidence:
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Monitor and adjust customer service.
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Seek feedback from customers on an ongoing basis and use this to improve performance where applicable. Completed |
Evidence:
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Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality. Completed |
Evidence:
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Communicate new approaches to all those involved in service delivery within appropriate timeframes. Completed |
Evidence:
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