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?
Respond to complaints
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Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice Completed |
Evidence:
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Obtain, document and review reports relating to customer complaints Completed |
Evidence:
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Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes Completed |
Evidence:
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Negotiate resolution of the complaint and obtain agreement where possible Completed |
Evidence:
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Maintain a register of complaints/disputes Completed |
Evidence:
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Inform customer of the outcome of the investigation Completed |
Evidence:
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Refer complaints
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Identify complaints that require referral to other personnel or external bodies Completed |
Evidence:
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Make referrals to appropriate personnel for followup in accordance with individual level of responsibility Completed |
Evidence:
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Forward all documents and investigation reports Completed |
Evidence:
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Followup appropriate personnel to gain prompt decisions Completed |
Evidence:
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Exercise judgement to resolve customer service issues
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Identify implications of issues for customer and organisation Completed |
Evidence:
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Analyse, explain and negotiate appropriate options for resolution with customer Completed |
Evidence:
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Propose viable options in accordance with appropriate legislative requirements and enterprise policies Completed |
Evidence:
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Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel Completed |
Evidence:
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