Assessor Resource

TLII3003A
Provide customer service in transport vehicles/vessels

Assessment tool

Version 1.0
Issue Date: May 2024


Customer service will be carried out in accordance with tourism and transport industries codes of practice and/or company procedures.

Work will be undertaken with limited or minimum supervision, with accountability and responsibility for self and others in achieving the prescribed outcomes.

Customer service involves the application of routine service principles and procedures to fulfil the information, comfort and other needs of both local and overseas tourism customers travelling in transport vehicles/vessels.

This unit involves the skills and knowledge required to provide customer service for local and overseas passengers in transport vehicles/vessels. This includes monitoring and addressing passenger needs, preparing and delivering commentaries, resolving problems and conflicts involving customers, and liaising with the suppliers of tourism products to ensure appropriate materials and services are obtained and made available to service customer needs. Licensing, legislative, regulatory or certification requirements are applicable to this unit.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not Applicable

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant state and territory regulations and industry codes of practice concerning tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels

Relevant OH&S and environmental procedures and regulations

Company customer service policies and procedures

Relevant tourism products, services and/or operations

Route information

Local knowledge of features, history, landmarks and other items of interest to tourist passengers

Special needs of persons with disabilities

Special needs of different community sectors/cultures

Procedures for the use of audiovisual equipment

Procedures for the use of communications equipment

Procedures for the handling of customer questions, complaints and conflicts

Required skills:

Communicate effectively with others when providing customer service in transport vessels and vehicles

Interact effectively with passengers

Read and interpret instructions, procedures, information and signs relevant to the provision of customer service in transport vessels and vehicles

Interpret and follow operational instructions and prioritise work

Complete documentation related to the provision of customer service in transport vessels and vehicles

Operate electronic communication equipment to required protocol

Conduct presentations to tourist passengers

Provide leadership in the provision of customer service to tourism passengers

Work collaboratively with others when providing customer service in transport vessels and vehicles

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 arise when providing customer service in transport vessels and vehicles in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may arise when providing customer service in transport vessels and vehicles

Apply precautions and required action to minimise, control or eliminate hazards that may exist during the provision of customer service in transport vessels and vehicles

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Operate and adapt to differences in equipment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Type of vehicle/vessel may include:

all transport vehicles/vessels providing services to local and overseas customers that may involve commentaries, answers to questions, and resolution of problems and conflict situations, including coaches, buses, taxis, hire cars, trams, trains, and tourism vessels and ferries on both short or long journeys/voyages, as required

Equipment may include:

public address audio

video players and videotapes

audiotape/CD players and tapes/CDs

interactive computer/video equipment

Information/documents may include:

tourism industry codes of practice or recommended procedures

company instructions and customer service procedures

tourism information including pamphlets, brochures and booklets

video and audio cassettes and CDs

Applicable procedures and codes may include:

relevant state/territory regulations concerning tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels

relevant state/territory OH&S legislation

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Circumstances affecting passengers' needs and comfort are monitored and action taken in accordance with company procedures 
Needs of all types of passengers are acknowledged and appropriate assistance provided 
Passengers are advised on the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, where relevant 
Risks to passenger safety are identified and appropriate action initiated to minimise the risk 
Passengers are suitably advised of any safety risk and the action being taken 
Tact, courtesy, friendliness and patience are demonstrated at all times when dealing with passengers 
Passenger inquiries and requests are received and resolved with minimal delays 
Passenger inquires and associated action are recorded and reported in accordance with company procedures 
Comprehensive briefings are delivered clearly and precisely 
Commentary presentations are well researched and delivered clearly and at precise timings 
Additional information is provided in response to questions 
Audiovisual equipment is correctly and safely operated, where installed 
Conflict and difficult situations are recognised and fair solutions are negotiated equitably 
Conflicts which are unable to be resolved are referred to a higher authority 
Opportunities to enhance the quality of the service are taken, particularly in conflict situations 
Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information on products available to meet customer needs 
Needs for tourism products and/or information are appropriately communicated to relevant company personnel 

Forms

Assessment Cover Sheet

TLII3003A - Provide customer service in transport vehicles/vessels
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

TLII3003A - Provide customer service in transport vehicles/vessels

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: