Assessor Resource
AVII0002
Provide quality customer service
Assessment tool
Version 1.0
Issue Date: April 2024
This unit involves the skills and knowledge required to provide quality customer service, in compliance with relevant regulatory requirements of national operating standards.
It includes identifying and assessing customer needs and expectations, delivering high quality service, and dealing with difficult customer situations.
This unit addresses aviation technical skill requirements (physical, mental and task-management abilities) related to customer service duties of flight and ground operations personnel, and contributes to safe and effective performance in complex aviation operational environments.
Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.
Work is performed independently or under limited supervision as a single operator or within a team environment.
Work is performed independently or under limited supervision within a single-pilot or multi-crew environment.
Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)