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