REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge

Relevant Australian and stateterritory transport and taxi regulations standards and codes of practice

Relevant OHampS equal opportunity and antidiscrimination procedures and guidelines

Procedures and protocols for the provision of taxicab services to customers

Requirements of workplace systems and operations and relevant equipment

Risks involved in workplace operations and related precautions to control the risk

Industry and workplace policies and procedures for the coordination of quality customer service in the taxi industry

Sources of information and documentation needed when providing taxicab services to customers

Effective customer service techniques that may include

giving customers full attention

active listening

maintaining eye contact for facetoface interactions

open andor closed questions

speaking clearly and concisely

appropriate language style and tone of voice

culturally appropriate communication

conversing with people with disabilities

writing legibly

Personal presentation requirements

The taxi drivers role in presenting a positive image to the public and delivering customer service

The role of customer service in company profitability

Typical problems that can occur when providing taxicab services to customers and related appropriate action that can be taken to prevent or solve them

Relevant taxi transport subsidy scheme for the state or territory

Services for customers with disabilities

Security and emergency procedures

Fare structures

Required skills

Communicate effectively with others when providing taxicab customer service to customers

Read and interpret instructions procedures information and signs relevant to providing taxicab customer service to customers

Read and interpret instructions procedures information and signs relevant to the provision of taxicab services to customers

Interpret and follow operational instructions and prioritise work

Complete documentation related to customer service in the taxi industry

Work collaboratively with others when applying 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 arise when providing taxicab service to customers in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may occur when providing taxicab service to customers

Identify and correctly use equipment processes and procedures

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

Apply relevant codes of practice and legislative requirements

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

Select and appropriately apply technology information systems and procedures to complete workplace tasks

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

Select and use required personal protective equipment conforming to industry and OHampS standards

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

applying relevant legislation and workplace procedures

communicating effectively with a range of customers

identifying the needs of customers

selecting and using appropriate workplace colloquial and technical language and communication technologies

adopting ethical behaviour that avoids any form of sexual harassment or physical or mental abuse or intimidation towards passengers and other road users

recognising and adapting appropriately to cultural differences in customers

meeting customer needs

dealing with common customer complaints and taking steps to avoid them

identifying difficult customer situations and applying problem solving techniques and conflict resolution skills where necessary

working effectively with others

maintaining workplace records

maintaining personal appearance

following taxi housekeeping procedures

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 other simulated practical and knowledge assessment andor

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 andor equipment andor

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 writtenoral tests

Practical assessment must occur

through activities in an appropriately simulated environment at the registered training organisation andor

in an appropriate range of situations in the workplace

Customer contact:

Customers may include:

Customers with special needs may include:

Customers with special needs may require transport within the taxicab of:

Difficult customer situations may include:

Requirements for dress code and personal grooming may include:

Workplace policies and procedures may include:

Regulatory policies and procedures may include: