REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit.
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Required knowledge:
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Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to check-in and customer service procedures
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Relevant OH&S regulations
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Relevant customs, quarantine, equal opportunity and anti-discrimination regulations
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Airline structure, products, services, policies and procedures
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Importance of customer service to airline and to individual crew responsibility
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Airline standards, principles and philosophies for providing quality customer service to passengers
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Needs and expectations of different types of customers, including internal and external customers
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Customer service records/documentation
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Appropriate service for customers with physical disabilities and special needs
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Cabin features and amenities for various types of aircraft
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Features, amenities and departure gate locations of terminals at designated airports
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Risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions
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Problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case
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Complaint handling procedures
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Required skills:
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Communicate effectively with others when providing customer service
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Read and interpret instructions, regulations, procedures and other information relevant to customer service
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Interpret and follow operational instructions and prioritise work
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Complete documentation related to customer service and aircraft passengers
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Operate electronic communication equipment to required protocol
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Work collaboratively with others when providing customer service
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Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others
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Promptly report and/or rectify any identified problems that may occur when providing customer service in accordance with regulatory requirements and workplace procedures
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Implement contingency plans for unexpected events that may arise when providing customer service
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Apply precautions and required action to minimise, control or eliminate hazards that may exist when providing customer service
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Monitor and anticipate operational problems and hazards and take appropriate action
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Monitor work activities in terms of planned schedule
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Modify activities dependent on differing workplace contingencies, situations and environments
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Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment
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Adapt to differences in equipment and operating environment in accordance with standard operating procedures
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Select and use required personal protective equipment conforming to industry and OH&S standards
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Implement OH&S procedures and relevant regulations
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Identify and correctly use equipment required when providing customer service
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