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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. Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information
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 is 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 other staff and/or assistance from other staff is sought when 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, delays and follow up is provided within appropriate timeframes as required
20. Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures

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 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:

adapting to differences in equipment in accordance with operating procedures communicating effectively with others delivering service to customers at train station platforms and/or on a train establishing contact with customers identifying customer needs identifying job hazards and taking required action to minimise, control or eliminate identified hazards interpreting and following operational instructions and prioritising duties in accordance with customer needs modifying activities depending on operational contingencies, risk situations and environments reading and interpreting relevant instructions, procedures, information and signs.

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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:

availability and types of alternative service for customers during planned and unplanned events that may affect regular services emergency procedures and emergency response plans relevant documentation/records relevant environmental protection legislation relevant privacy, antidiscrimination and confidentiality operational procedures relevant state/territory legislation, regulations and organisational policies, procedures and codes of practice relevant work health and safety (WHS)/occupational health and safety (OHS) legislation service timetables and network information commonly requested by customers types of inquiries that are likely to be made and appropriate responses, in accordance with workplace procedures workplace instructions and procedures for transporting customers with specific needs.

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