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?
Deliver excellence in customer service
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Customer service expectations are consistently exceeded Completed |
Evidence:
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Quality, safety, resource and delivery standards are consistently met Completed |
Evidence:
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Airline records are maintained accurately in accordance with airline systems and procedures Completed |
Evidence:
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Monitor and adjust customer service performance
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Customer service performance standards are monitored and reviewed using a range of systems and techniques Completed |
Evidence:
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Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly, and as an accurate reflection of company procedures Completed |
Evidence:
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Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures Completed |
Evidence:
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Negative impact events and factors are promptly identified and actions are taken to minimise effect and to prevent recurrence Completed |
Evidence:
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Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards Completed |
Evidence:
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Seek information from customers and staff
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Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods Completed |
Evidence:
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Customers and colleagues are encouraged to comment on continuous improvement methods implemented, to ensure service excellence Completed |
Evidence:
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Customer and colleague feedback is acknowledged and followed up as appropriate Completed |
Evidence:
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Develop approaches to enhance customer service
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Customer quality service initiatives are identified and forwarded to appropriate personnel Completed |
Evidence:
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Customer service performance information is communicated clearly with colleagues Completed |
Evidence:
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Participation in developing new approaches or initiatives to customer service is undertaken Completed |
Evidence:
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Encourage staff to take responsibility for customer service problems
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Coaching and support is provided to assist colleagues in handling difficult customer situations Completed |
Evidence:
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Responsibility for service delivery and customer satisfaction is taken Completed |
Evidence:
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Customer service relationship development opportunities are discussed with team members Completed |
Evidence:
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Appropriate responses are made to team member suggestions in a timely manner Completed |
Evidence:
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