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?
Develop online customer service standards.
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Access and review information on online customer service needs and expectations. Completed |
Evidence:
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Research industry best practice and use findings to benchmark the development of online customer service standards. Completed |
Evidence:
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Seek input from others to inform the development of online customer service standards. Completed |
Evidence:
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Develop online customer service standards that align with existing organisational policies, procedures and brand values. Completed |
Evidence:
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Determine online customer service touchpoints and identify required communication technologies. Completed |
Evidence:
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Determine performance metrics to evaluate customer service standards. Completed |
Evidence:
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Incorporate legal and ethical requirements into the development of online customer service standards Completed |
Evidence:
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Ensure consistency between online and offline customer service standards, as required. Completed |
Evidence:
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Implement and monitor online customer service standards.
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Communicate online customer service standards and expectations to relevant personnel. Completed |
Evidence:
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Ensure availability of resourcing required to maintain online customer service standards. Completed |
Evidence:
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Monitor customer service levels to ensure standards are met and take corrective action when standards are not met. Completed |
Evidence:
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Provide feedback and support to team members to enhance online customer service standards. Completed |
Evidence:
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Take responsibility for resolution of complex and difficult customer interactions. Completed |
Evidence:
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Review online customer service standards.
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Review customer feedback, reviews and complaints to assess online customer service provision. Completed |
Evidence:
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Use performance metrics to evaluate customer service standards. Completed |
Evidence:
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Communicate customer feedback to the team and discuss opportunities for improved customer service provision. Completed |
Evidence:
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Identify and address technological and resourcing issues impacting effective customer service provision. Completed |
Evidence:
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Adjust customer service standards based on feedback received. Completed |
Evidence:
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