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?
Establish contact with customers
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A welcoming customer environment is created and maintained Completed |
Evidence:
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Customers are acknowledged and greeted courteously and politely according to workplace policies and procedures Completed |
Evidence:
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Communication with customers is clear, concise and courteous Completed |
Evidence:
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Appropriate communication channels are used Completed |
Evidence:
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An effective service environment is created through verbal and non-verbal presentation according to workplace policies and procedures Completed |
Evidence:
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Cultural diversity and discrimination issues are recognised and applied Completed |
Evidence:
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Acceptable and respectful behaviour towards customers is applied Completed |
Evidence:
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Present a positive organisational/ professional image
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Dress code and personal grooming are maintained to a professional standard in accordance with regulator and workplace requirements Completed |
Evidence:
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Vehicle cleanliness and tidiness is monitored and maintained Completed |
Evidence:
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All actions taken are in keeping with established requirements and workplace procedures and legislation Completed |
Evidence:
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Identify the needs and expectations of different customers
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Individual customer preferences, needs and expectations are clarified Completed |
Evidence:
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Customers with limited mobility are identified, and appropriate attention is given to ensure that their requirements are satisfied Completed |
Evidence:
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Communication suited to the situation is used Completed |
Evidence:
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Limitations to service provision are identified, communicated to customers, and checked for understanding Completed |
Evidence:
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Meet the identified customer needs and expectations
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Reasonable requests of customers are met in a courteous and timely manner Completed |
Evidence:
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Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore satisfaction Completed |
Evidence:
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Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction Completed |
Evidence:
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Opportunities to enhance the quality of service are taken whenever possible Completed |
Evidence:
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Information regarding both anticipated and unanticipated problems and delays is promptly communicated to customers Completed |
Evidence:
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Deal with difficult customer situations
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Potentially difficult customer situations are identified Completed |
Evidence:
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Conflict situations are dealt with using effective communication skills according to industry and regulatory policies and procedures and customer service protocols Completed |
Evidence:
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Incidents are reported to the appropriate personnel according to workplace policies and procedures Completed |
Evidence:
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Apply ethical behaviour
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Ethical behaviour that avoids any form of sexual harassment, or physical or mental abuse, or intimidation towards passengers and other road users is applied Completed |
Evidence:
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