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?
Identify customer need or enquiry regarding product or service
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Customer is greeted according to workplace procedures and customer service standards Completed |
Evidence:
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Customer requirement relating to specific product or service is identified and clarified Completed |
Evidence:
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Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority Completed |
Evidence:
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Provide information and advice to customer
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Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty Completed |
Evidence:
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Questions are asked to confirm that information satisfies customer need or enquiry Completed |
Evidence:
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Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel Completed |
Evidence:
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Finalise customer contact
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Customer feedback about product or service is sought and recorded as required according to workplace procedures Completed |
Evidence:
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Required follow-up action is completed effectively according to workplace procedures and timeframes Completed |
Evidence:
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Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required Completed |
Evidence:
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Interaction with customer is concluded in line with workplace procedures and customer service standards Completed |
Evidence:
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Identify customer need or enquiry regarding product or service
|
|
Customer is greeted according to workplace procedures and customer service standards Completed |
Evidence:
|
Customer requirement relating to specific product or service is identified and clarified Completed |
Evidence:
|
Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority Completed |
Evidence:
|
Provide information and advice to customer
|
|
Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty Completed |
Evidence:
|
Questions are asked to confirm that information satisfies customer need or enquiry Completed |
Evidence:
|
Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel Completed |
Evidence:
|
Finalise customer contact
|
|
Customer feedback about product or service is sought and recorded as required according to workplace procedures Completed |
Evidence:
|
Required follow-up action is completed effectively according to workplace procedures and timeframes Completed |
Evidence:
|
Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required Completed |
Evidence:
|
Interaction with customer is concluded in line with workplace procedures and customer service standards Completed |
Evidence:
|