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 conflict situations
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Identify potential for conflict quickly and take swift and tactful action to prevent escalation Completed |
Evidence:
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Identify quickly situations where personal safety of customers or colleagues may be threatened, and organise appropriate assistance Completed |
Evidence:
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Resolve conflict situations
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Take responsibility for finding a solution to the conflict within the scope of individual responsibility Completed |
Evidence:
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Encourage all points of view, accept them and treat them with respect Completed |
Evidence:
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Use effective communication skills to assist in the management of the conflict Completed |
Evidence:
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Use accepted conflict resolution techniques to manage the conflict situation and develop solutions Completed |
Evidence:
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Resolve escalated complaints
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Take responsibility for resolving the complaint Completed |
Evidence:
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Handle escalated complaints sensitively, courteously and discreetly Completed |
Evidence:
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Convey an empathetic and helpful attitude using active listening and questioning Completed |
Evidence:
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Query the customer for any information regarding possible causes related to the complaint Completed |
Evidence:
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Establish and agree on the nature and details of the complaint with the customer Completed |
Evidence:
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Assess the impact of the complaint on the customer in order to provide an appropriate response and solution Completed |
Evidence:
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Determine possible options to resolve the complaint and quickly analyse and determine the best solution, taking into account organisational constraints Completed |
Evidence:
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Take appropriate action to resolve the complaint, and, wherever possible, to the customer's satisfaction Completed |
Evidence:
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Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service Completed |
Evidence:
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Complete any necessary documentation accurately and within time constraints Completed |
Evidence:
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Provide feedback on complaints to appropriate personnel in order to avoid future occurrence Completed |
Evidence:
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