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?
Contribute to quality customer standards
|
|
Access, interpret, apply and monitor customer service standards in the workplace Completed |
Evidence:
|
Make contributions to the development, refinement and improvement of service policies, standards and processes Completed |
Evidence:
|
Ensure customer interactions are consistent with legislation, codes of practice and enterprise policies Completed |
Evidence:
|
Implement customer service systems
|
|
Encourage personnel to consistently implement customer service systems Completed |
Evidence:
|
Review customer feedback in consultation with appropriate personnel and analyse when improving work practices Completed |
Evidence:
|
Identify customer service complaints and make adjustments to ensure continued service quality Completed |
Evidence:
|
Communicate adjustments to all those involved in service delivery within appropriate time frames Completed |
Evidence:
|
Coordinate and manage delivery of services or products to ensure they effectively and efficiently meet agreed quality standards Completed |
Evidence:
|
Manage networks to ensure customer needs are addressed
|
|
Establish effective regular communication with customers Completed |
Evidence:
|
Establish, maintain and expand networks to ensure referral of customers to products or services Completed |
Evidence:
|
Establish procedures to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available Completed |
Evidence:
|
Establish procedures to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services Completed |
Evidence:
|
Maintain records of customer interaction in accordance with organisational guidelines Completed |
Evidence:
|