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Elements and Performance Criteria

  1. Identify and assess the needs and expectations of customers
  2. Deliver high quality service
  3. Deal with difficult customer situations
  4. Provide service to customers with special needs
  5. Provide service to customers with physical disabilities

Required Skills

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 checkin and customer service procedures

Relevant OHampS regulations

Relevant customs quarantine equal opportunity and antidiscrimination 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 recordsdocumentation

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 andor 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 OHampS standards

Implement OHampS procedures and relevant regulations

Identify and correctly use equipment required when providing customer service

Evidence Required

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

Demonstrate the ability to identify assess and conform to the needs and expectations of customers

Demonstrate the ability to deliver a high quality of customer service to customers within the aviation industry

Using the correct techniques resolve customer complaints in accordance with workplace procedures

Demonstrate the ability to identify and provide quality customer service to customers with special needs

Demonstrate the ability to identify and provide quality customer service to customers with physical disabilities

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts within an aviation environment

Resources for assessment include

a range of exercises case studies andor other simulated practical and knowledge assessment that are currently used within the aviation industry

access to an appropriate range of operational situations within the aviation workplace that require customer service skills

In both real and simulated environments access is required to

materials and equipment as used within the aviation industry and

documentation used in the aviation industry including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of knowledge must be conducted through writtenoral tests

Practical assessment must occur

through activities in a simulated aviation environment at the registered training organisation andor

in a range of situations within the aviation workplace


Range Statement

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

Customer services may be provided:

by day or night

on international, domestic and regional flights or at airports

at a boarding gate, baggage check-in, service desk or valet service check-in

for both short and/or long haul services

in any category of service, including economy, business class, first class

in accordance with enterprise and operational requirements

Customers may include:

internal and external customers

passengers

unaccompanied minors

customers with babies or small children

customers with a range of disabilities, including hearing or sight impairment

customers with special dietary and other needs

non-English speaking customers

customers with a range of cultural and religious backgrounds

elderly customers

Performance may be demonstrated:

in an appropriately simulated workplace situation

at an operational airport

Problems during customer service may include:

no record of the passenger's claimed booking

delayed or cancelled flight

passenger or staff illness

Persons consulted may include:

other cabin crew and flight crew members

ground staff

catering staff

aircraft resourcing staff

technical staff

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documents may include:

sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to passenger check-in processes

airline check-in checklists, procedures and instructions and job specifications including both manual and computerised processes where applicable

workplace customer service standards, policies and procedures

lists of items prohibited for carriage on aircraft

customer service and other operational manuals

emergency procedures

flight passenger schedules

information on terminal facilities, club lounges and departure gates

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:

relevant Civil Aviation Safety Regulations and Civil Aviation Orders

relevant OH&S legislation

environmental protection legislation

equal opportunity and anti-discrimination legislation

dangerous goods and hazardous substances codes and regulations

relevant customs and quarantine regulations

relevant Australian standards

industrial relations and workplace compensation legislation