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?
Establish effective communication with customers |
|
Completed |
Evidence:
|
All customers are greeted in a polite and friendly manner, and formal and informal communication styles are applied as appropriate |
|
Completed |
Evidence:
|
All communications with customers are conducted in a manner which is consistent with organisational policy |
|
Completed |
Evidence:
|
Identify and assess the needs and expectations of different customers |
|
Completed |
Evidence:
|
Individual customer needs and expectations are identified so appropriate products and services may be provided |
|
Completed |
Evidence:
|
Customers with specific needs are identified and appropriate attention is given to ensure requirements are satisfied |
|
Completed |
Evidence:
|
Hazards are identified, risks are assessed and control measures are implemented |
|
Completed |
Evidence:
|
Limitations to service provision are identified and communicated to customers and customer understanding is confirmed |
|
Completed |
Evidence:
|
Provide identified customer requirement |
|
Completed |
Evidence:
|
Needs and reasonable requests of customers are met in a consistent and timely manner |
|
Completed |
Evidence:
|
Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore goodwill |
|
Completed |
Evidence:
|
Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction |
|
Completed |
Evidence:
|
Opportunities to enhance service quality are taken when appropriate |
|
Completed |
Evidence:
|
Information about anticipated and unanticipated problems and delays is promptly communicated to customers |
|
Completed |
Evidence:
|
Anticipated problems are identified, monitored and actions taken to minimise their effects on customer satisfaction |
|
Completed |
Evidence:
|