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 contact with customers
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Acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements Completed |
Evidence:
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Maintain personal dress and presentation in line with organisational requirements Completed |
Evidence:
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Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information Completed |
Evidence:
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Maintain sensitivity to customer specific needs and any cultural, family and individual differences Completed |
Evidence:
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Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements Completed |
Evidence:
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Identify customer needs
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Use appropriate questioning and active listening to determine customer needs Completed |
Evidence:
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Assess customer needs for urgency to identify priorities for service delivery Completed |
Evidence:
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Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s Completed |
Evidence:
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Identify personal limitations in addressing customer needs and seek assistance from designated persons where required Completed |
Evidence:
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Deliver service to customers
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Provide prompt customer service to meet identified needs according to organisational requirements Completed |
Evidence:
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Provide information regarding problems and delays, and followup within appropriate timeframes as necessary Completed |
Evidence:
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Communicate with customers in a clear, concise and courteous manner Completed |
Evidence:
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Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible Completed |
Evidence:
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Process customer feedback
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Promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements Completed |
Evidence:
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Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements Completed |
Evidence:
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Identify any unmet customer needs and discuss suitability of other products/services Completed |
Evidence:
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Support customers to make contact with other services according to organisational policies and procedures Completed |
Evidence:
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