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?
Receive clients
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Communication with clients is conducted according to workplace policies and procedures. Completed |
Evidence:
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Client customer service needs and reasonable requests are met or referred to supervisor according to workplace policies. Completed |
Evidence:
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Client card is sourced from file or new card established. Completed |
Evidence:
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Client information is noted in record system according to workplace policies and procedures and relevant legislation. Completed |
Evidence:
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Client is directed to designated area for specific beauty services. Completed |
Evidence:
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Deliver customer service to clients
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Possible problems are identified, anticipated and action is taken to minimise client dissatisfaction. Completed |
Evidence:
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Opportunities to deliver additional levels of beauty services beyond the client's immediate request are recognised and acted upon. Completed |
Evidence:
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Client is farewelled according to workplace policies and procedures. Completed |
Evidence:
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Verbal and non-verbal communication is used to develop rapport and maintain contact with client during customer service delivery. Completed |
Evidence:
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Repeat custom is encouraged by promotion of appropriate beauty services or products according to workplace policies and procedures. Completed |
Evidence:
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Sales, returns or refunds are processed according to workplace policies and procedures. Completed |
Evidence:
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Schedule clients
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Appointments are scheduled according to length of time required for service/s, availability of staff and rooms and workplace policies and procedures. Completed |
Evidence:
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Appointments are confirmed with client and details recorded. Completed |
Evidence:
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Respond to client complaints
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Nature of complaint is established by active listening and questioning and confirmed with the client. Completed |
Evidence:
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Complaint resolution procedures are implemented. Completed |
Evidence:
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Unresolved complaints are promptly referred to supervisor. Completed |
Evidence:
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Opportunities are taken to turn incidents of client dissatisfaction into a demonstration of high quality customer service in line with workplace policies and procedures. Completed |
Evidence:
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Documentation regarding client dissatisfaction or complaints is completed. Completed |
Evidence:
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Follow-up action is taken as necessary to ensure client satisfaction. Completed |
Evidence:
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Identify clients' special customer service needs/requirements
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Clients with special needs or requirements are identified promptly by observation and questioning. Completed |
Evidence:
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A willingness to assist is conveyed verbally and non verbally. Completed |
Evidence:
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Client needs are promptly serviced, referred or redirected as required. Completed |
Evidence:
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