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?
Communicate with the customer
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Conduct communication with customers and colleagues in a polite, professional and friendly manner Completed |
Evidence:
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Use language and tone appropriate to a given situation in both written and spoken communication Completed |
Evidence:
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Use appropriate non-verbal communication in all situations Completed |
Evidence:
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Observe and take into consideration non-verbal communication of colleagues and customers Completed |
Evidence:
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Show sensitivity to cultural and social differences when communicating with others Completed |
Evidence:
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Use active listening and questioning to facilitate effective two-way communication Completed |
Evidence:
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Identify potential and existing conflicts and seek solutions in conjunction with parties involved Completed |
Evidence:
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Maintain personal presentation standards
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Practise high standards of personal presentation in accordance with: enterprise requirements, work location, occupational health and safety issues, impacts on different types of customers, and specific requirements for particular work functions Completed |
Evidence:
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Provide service to customers
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Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information Completed |
Evidence:
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Meet all reasonable needs and requests of customers within organisational guidelines and timeframes Completed |
Evidence:
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Identify and take all opportunities to enhance the quality of service Completed |
Evidence:
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Respond to customer complaints
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Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisational procedures Completed |
Evidence:
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Handle customer complaints positively, sensitively and politely and in consultation with the customer Completed |
Evidence:
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Use appropriate techniques to avoid escalation of the complaint Completed |
Evidence:
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Refer escalated complaints to the appropriate person if resolution falls outside individual level of responsibility and organisational policy and procedures Completed |
Evidence:
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Maintain a positive and cooperative manner at all times Completed |
Evidence:
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