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?
Respond to incoming telephone calls.
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Answer telephone calls promptly, clearly and politely according to organisation standards. Completed |
Evidence:
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Offer friendly assistance to the caller and establish the purpose of the call. Completed |
Evidence:
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Repeat call details to the caller to confirm understanding. Completed |
Evidence:
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Answer caller enquiries promptly or transfer caller to the appropriate location and person. Completed |
Evidence:
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Where necessary, record caller requests and information and pass on to the appropriate department or person for follow-up. Completed |
Evidence:
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Relay messages accurately to the nominated person within appropriate timelines. Completed |
Evidence:
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Report threatening or suspicious phone calls promptly to the appropriate person and according to organisation procedures. Completed |
Evidence:
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Use language, tone and volume appropriate to the nature of the phone call. Completed |
Evidence:
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Make telephone calls.
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Obtain correct telephone numbers. Completed |
Evidence:
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Establish clearly the purpose of the call prior to calling. Completed |
Evidence:
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Use telephone equipment correctly in order to establish contact. Completed |
Evidence:
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Communicate clearly your name, company and reason for calling. Completed |
Evidence:
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Be polite and courteous at all times. Completed |
Evidence:
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Document outcome of telephone call if required according to organisation standards. Completed |
Evidence:
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