Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Establish contact with customers
  2. Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements
  3. Personal dress and presentation is maintained in accordance with organisational requirements
  4. Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used
  5. Sensitivity to customer specific needs, and cultural and individual differences is maintained
  6. Genuine interest in customer needs is displayed
  7. Identify customer needs
  8. Appropriate questioning and active listening are used to determine customer needs
  9. Urgency of customer needs is assessed to identify priorities for service delivery
  10. Appropriate customer service for specific customer need is identified
  11. Deliver service to customers
  12. Identified service that meets identified customer need is promptly provided in accordance with organisational requirements
  13. Customer communications are conducted in a clear, concise and courteous manner
  14. Customer inquiries are dealt with courteously and efficiently
  15. Questions are used to clarify customer needs or concerns
  16. Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
  17. Customer is directed to or assistance from other staff is sought, when a customer inquiry cannot be fully answered
  18. Opportunities to enhance quality of service and products are identified and action is taken to improve service whenever possible
  19. Information about problems and delays is provided and follow up is made within appropriate timeframes as required
  20. Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures
  21. Prepare for passengers with specific needs
  22. Vigilance is maintained for passengers with specific needs/disabilities on arrival
  23. Hazards are identified, risks are assessed and risk control measures are implemented
  24. Actions to assist customers with specific needs/disabilities are identified in accordance with workplace procedures and/or requirements
  25. Provide assistance to customers with specific needs
  26. Ancillary equipment is accessed for passengers with wheelchairs/prams as required
  27. Customers with assistance dogs are observed and assisted as required
  28. Customers with other specific needs are observed and assisted as required
  29. Customers are assisted in a courteous manner, sensitive to their needs
  30. Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort
  31. Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
  32. Communicate regarding customers with specific needs
  33. Other personnel are informed when assisting customers with specific needs may cause delays to services
  34. Other personnel are informed about the presence of customers with specific needs as required

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:

adapting to differences in equipment in accordance with operating procedures

communicating and interacting effectively

completing relevant documentation

identifying delays that may occur and the correct procedures for dealing with them

identifying different categories of specific need

identifying job hazards and taking required action to minimise, control or eliminate identified hazards

identifying types of inquires that are likely to be made and providing appropriate responses

implementing contingency plans

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

reading and interpreting relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures

using ancillary equipment

using ancillary equipment correctly to assist customers with specific needs

working collaboratively with others.