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?
Identify customers and determine their needs
|
|
Customers and their needs are identified in accordance with business goals and shared objectives Completed |
Evidence:
|
Appropriate questioning and active listening are used to fully determine customer needs Completed |
Evidence:
|
Customer needs are assessed for urgency to identify priorities for service delivery Completed |
Evidence:
|
Customers are provided with information about available options for meeting their needs and assisted in identifying preferred options Completed |
Evidence:
|
Personal limitations in addressing customer needs are identified and assistance is sought from designated persons where required Completed |
Evidence:
|
Deliver service to customers
|
|
Communication is undertaken with customers in a clear, concise and courteous manner Completed |
Evidence:
|
Appropriate customer service is provided to meet identified needs in accordance with organisational requirements and shared objectives Completed |
Evidence:
|
Where applicable, information and follow-up regarding problems and delays are provided within appropriate timeframes Completed |
Evidence:
|
Whenever possible, opportunities to enhance the quality of service are identified and acted upon Completed |
Evidence:
|
Communicate to other members of the organisation
|
|
Outcomes of customer service interactions are communicated to appropriate persons in the organisation Completed |
Evidence:
|
Feedback mechanisms are used to ensure continuous improvement of customer service outcomes Completed |
Evidence:
|