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?
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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Advise customers about appropriate products and services to meet their needs. Completed |
Evidence:
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Anticipate customer preferences, needs and expectations throughout the service experience. Completed |
Evidence:
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Promptly provide products and services which meet individual preferences. Completed |
Evidence:
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Offer extras and add ons and provide tailored and additional services and products. Completed |
Evidence:
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Check the actioning of special requests before customer delivery. Completed |
Evidence:
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Provide professional and personalised service to provide a quality service experience. Completed |
Evidence:
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Liaise with team members and suppliers to ensure efficient service delivery. Completed |
Evidence:
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Share customer information with team members to ensure quality service. Completed |
Evidence:
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Proactively respond to difficult service situations.
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Identify problems with products and services and take immediate action to address them before provision to the customer. Completed |
Evidence:
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Anticipate delays in product and service provision and regularly update customer on expected outcomes. Completed |
Evidence:
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Advise customers of alternative products and services. Completed |
Evidence:
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Proactively compensate for the service difficulty according to individual empowerment and organisational policy. Completed |
Evidence:
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Provide ongoing internal feedback on service issues and suggest improvements to avoid customer disappointment. Completed |
Evidence:
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Resolve customer complaints.
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Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint. Completed |
Evidence:
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Assess the impact on the customer. Completed |
Evidence:
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Use communication techniques to assist with the management of the complaint. Completed |
Evidence:
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Handle the situation sensitively, courteously and discreetly. Completed |
Evidence:
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Take responsibility for finding a solution to the complaint. Completed |
Evidence:
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Determine options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisational constraints. Completed |
Evidence:
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Take swift action to resolve the complaint and prevent escalation, in consultation with customer and to customer satisfaction. Completed |
Evidence:
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Use techniques to turn complaints into opportunities to demonstrate high quality customer service. Completed |
Evidence:
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Provide internal feedback on complaints in order to avoid future occurrence. Completed |
Evidence:
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Reflect on and evaluate complaints and solutions to enhance response to future issues. Completed |
Evidence:
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Develop a customer relationship.
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Promote repeat business by the offer of promotional services according to individual empowerment and organisational policy. Completed |
Evidence:
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Maintain customer profiles to enhance service delivery. Completed |
Evidence:
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Develop a rapport with and provide personalised service to repeat customers. Completed |
Evidence:
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Provide tailored products and services based on customer profile. Completed |
Evidence:
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