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 internal and external customers.
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Communicate with customers in a polite, professional and friendly manner. Completed |
Evidence:
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Use appropriate language and tone in both written and spoken communication. Completed |
Evidence:
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Use appropriate non-verbal communication. Completed |
Evidence:
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Observe and respond to non-verbal communication of customers. Completed |
Evidence:
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Show sensitivity to cultural and social diversity. Completed |
Evidence:
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Use active listening and questioning to facilitate effective two way communication. Completed |
Evidence:
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Select and use medium of communication appropriate for audience and situation. Completed |
Evidence:
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Maintain personal presentation standards.
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Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities. Completed |
Evidence:
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Practise high standards of personal presentation and hygiene. Completed |
Evidence:
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Identify and meet customer needs
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Establish rapport with customers to promote goodwill and trust. Completed |
Evidence:
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Identify customer needs and expectations including customers with special needs. Completed |
Evidence:
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Meet all reasonable customer needs and requests promptly. Completed |
Evidence:
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Provide relay services to customers and meet special requests. Completed |
Evidence:
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Identify and act on opportunities to enhance service quality. Completed |
Evidence:
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Develop a customer relationship.
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Maintain contact with customers until orders are complete. Completed |
Evidence:
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Develop rapport, provide empathy and special assistance to customers with special circumstances. Completed |
Evidence:
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Promote repeat business through offer of promotional services Completed |
Evidence:
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Respond to customer complaints.
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Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint. Completed |
Evidence:
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Respond to customer complaints and seek solutions in consultation with the customer. Completed |
Evidence:
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Resolve complaints according to level of individual responsibility and organisational policy. Completed |
Evidence:
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Refer complex service issues to relevant staff for action. Completed |
Evidence:
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Maintain a positive and cooperative manner at all times. Completed |
Evidence:
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Communicate with internal and external customers.
|
|
Communicate with customers in a polite, professional and friendly manner. Completed |
Evidence:
|
Use appropriate language and tone in both written and spoken communication. Completed |
Evidence:
|
Use appropriate non-verbal communication. Completed |
Evidence:
|
Observe and respond to non-verbal communication of customers. Completed |
Evidence:
|
Show sensitivity to cultural and social diversity. Completed |
Evidence:
|
Use active listening and questioning to facilitate effective two way communication. Completed |
Evidence:
|
Select and use medium of communication appropriate for audience and situation. Completed |
Evidence:
|
Maintain personal presentation standards.
|
|
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities. Completed |
Evidence:
|
Practise high standards of personal presentation and hygiene. Completed |
Evidence:
|
Identify and meet customer needs
|
|
Establish rapport with customers to promote goodwill and trust. Completed |
Evidence:
|
Identify customer needs and expectations including customers with special needs. Completed |
Evidence:
|
Meet all reasonable customer needs and requests promptly. Completed |
Evidence:
|
Provide relay services to customers and meet special requests. Completed |
Evidence:
|
Identify and act on opportunities to enhance service quality. Completed |
Evidence:
|
Develop a customer relationship.
|
|
Maintain contact with customers until orders are complete. Completed |
Evidence:
|
Develop rapport, provide empathy and special assistance to customers with special circumstances. Completed |
Evidence:
|
Promote repeat business through offer of promotional services Completed |
Evidence:
|
Respond to customer complaints.
|
|
Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint. Completed |
Evidence:
|
Respond to customer complaints and seek solutions in consultation with the customer. Completed |
Evidence:
|
Resolve complaints according to level of individual responsibility and organisational policy. Completed |
Evidence:
|
Refer complex service issues to relevant staff for action. Completed |
Evidence:
|
Maintain a positive and cooperative manner at all times. Completed |
Evidence:
|