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?
Prepare for outbound engagement
|
|
Identify engagement details and apply a clear understanding of organisational policies and procedures Completed |
Evidence:
|
Obtain and study product and service details relating to customer engagement Completed |
Evidence:
|
Study prepared engagement guides or scripts Completed |
Evidence:
|
Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team Completed |
Evidence:
|
Develop proficiency with equipment and systems to effectively and efficiently manage engagement Completed |
Evidence:
|
Clarify details as required with relevant manager Completed |
Evidence:
|
Conduct outbound engagement
|
|
Greet customer according to organisational protocol and in a manner that encompasses cultural diversity Completed |
Evidence:
|
Use engagement guide efficiently to conduct the engagement Completed |
Evidence:
|
Answer enquiries and negotiate with customers according to policy Completed |
Evidence:
|
Escalate enquiries that cannot be satisfied immediately Completed |
Evidence:
|
Conduct engagement closure according to policy Completed |
Evidence:
|
Arrange provision of product or service |
|
Completed |
Evidence:
|
Respond appropriately to customer requirements and identify relevant options
|
|
Select appropriate product or service in consultation with customer Completed |
Evidence:
|
Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer Completed |
Evidence:
|
Consider customer retention options that can be applied to engagement Completed |
Evidence:
|
Use clear, simple and easy-to-understand language and ensure responses are comprehensive Completed |
Evidence:
|
Manage customer engagement
|
|
Record details of engagement according to policy Completed |
Evidence:
|
Record and report difficulties not escalated that may present an opportunity for continuous improvement Completed |
Evidence:
|
Adapt to requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases Completed |
Evidence:
|
Escalate enquiries or orders that cannot be satisfied immediately Completed |
Evidence:
|
Supply follow-up information to customer as required and in a timely manner Completed |
Evidence:
|
Observe relevant legislation, codes, regulations and standards throughout transaction Completed |
Evidence:
|