Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AVII3011B Mapping and Delivery Guide
Provide quality customer service
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | AVII3011B - Provide quality customer service |
---|---|---|---|
Description | This unit involves the skills and knowledge required to appreciate the importance of the customer and deliver high quality customer service in the aviation industry. Licensing, legislative, regulatory or certification requirements are applicable to this unit. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements of the Civil Aviation Authority and other relevant regulatory authorities.Work is performed under some supervision usually within a team environment.It involves the application of customer service principles and procedures, regulations, safety codes and protocols to the provision of a range of customer services for passengers, guests, airport personnel and stakeholders across a variety of operational contexts within the Australian aviation industry. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
||
Prerequisites/co-requisites | Not applicable. | ||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
---|---|---|---|---|---|---|---|---|
Elements of Competency | Performance Criteria | |||||||
Element: Identify and assess the needs and expectations of customers |
| |||||||
Element: Deliver high quality service |
| |||||||
Element: Deal with difficult customer situations |
| |||||||
Element: Provide service to customers with special needs |
| |||||||
Element: Provide service to customers with physical disabilities |
|