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?
Provide a quality service experience.
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Determine and confirm customer preferences, needs and expectations. Completed |
Evidence:
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Advise customers about appropriate products and services to meet their needs. Completed |
Evidence:
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Anticipate customer preferences, needs and expectations throughout the service experience. Completed |
Evidence:
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Promptly provide products and services with professional and personalised service to meet individual preferences. Completed |
Evidence:
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Offer extras and add-ons and provide tailored and additional products and services. Completed |
Evidence:
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Check actioning of special requests before customer delivery. Completed |
Evidence:
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Liaise with team members and suppliers to ensure efficient service delivery. Completed |
Evidence:
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Share customer information with team members to ensure quality service. Completed |
Evidence:
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Proactively respond to difficult service situations.
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Identify problems with products and services and take immediate action to address before provision to customer. Completed |
Evidence:
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Anticipate delays in product and service provision and regularly update customer on expected outcomes. Completed |
Evidence:
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Advise customers of alternative products and services. Completed |
Evidence:
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Proactively compensate for service difficulty in line with own level of responsibility and organisational policy. Completed |
Evidence:
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Provide ongoing internal feedback on service issues and suggest improvements. Completed |
Evidence:
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Resolve customer complaints.
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Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint. Completed |
Evidence:
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Assess impact on customer. Completed |
Evidence:
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Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management. Completed |
Evidence:
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Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account. Completed |
Evidence:
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Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction. Completed |
Evidence:
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Turn complaints into opportunities to demonstrate high quality customer service. Completed |
Evidence:
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Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence. Completed |
Evidence:
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Review and evaluate complaints and solutions to enhance response to future issues. Completed |
Evidence:
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Develop customer relationships.
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Promote repeat business by offering promotional services according to individual empowerment and organisational policy. Completed |
Evidence:
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Maintain customer profiles to enhance service delivery. Completed |
Evidence:
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Provide personalised service to customers in a professional manner that builds repeat business. Completed |
Evidence:
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Provide tailored products and services based on customer profile. Completed |
Evidence:
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