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Elements and Performance Criteria

1. Establish effective communication with customers
2. All customers are greeted in a polite and friendly manner, and formal and informal communication styles are applied as appropriate
3. All communications with customers are conducted in a manner which is consistent with organisational policy
4. Identify and assess the needs and expectations of different customers
5. Individual customer needs and expectations are identified so appropriate products and services may be provided
6. Customers with specific needs are identified and appropriate attention is given to ensure requirements are satisfied
7. Hazards are identified, risks are assessed and control measures are implemented
8. Limitations to service provision are identified and communicated to customers and customer understanding is confirmed
9. Provide identified customer requirement
10. Needs and reasonable requests of customers are met in a consistent and timely manner
11. Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore goodwill
12. Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction
13. Opportunities to enhance service quality are taken when appropriate
14. Information about anticipated and unanticipated problems and delays is promptly communicated to customers
15. Anticipated problems are identified, monitored and actions taken to minimise their effects on customer satisfaction

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment. Non-essential conditions can be found in the TLI Transport and Logistics Training Package Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include: applying relevant legislation and workplace procedures communicating effectively with others completing relevant documentation completing transactions and revenue protection activities handling and resolving conflict and grievance situations interpreting and following operational instructions and prioritising work modifying activities depending on operational contingencies, risk situations and environments monitoring work activities in terms of planned schedule operating and adapting to differences in equipment in accordance with operating procedures operating electronic communications equipment to required protocol reading and interpreting relevant instructions, procedures, information and signs working collaboratively with others working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of: concessional privileges customer service requirements details of on-board services provided to customers fare structures organisational policies and procedures organisation’s transport services procedures for using communications equipment relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental protection procedures and guidelines relevant state/territory regulations and requirements pertaining to revenue protection services for customers who have a disability timetables typical problems that can occur when providing on-board services to customers and related appropriate action that can be taken to prevent or solve these problems.

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