Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AVII4015A Mapping and Delivery Guide
Monitor and enhance customer service excellence

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency AVII4015A - Monitor and enhance customer service excellence
Description This unit involves the skills and knowledge required to organise, monitor and enhance the levels of customer service within an airline. 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 must be carried out in accordance with workplace standards and procedures for the provision of customer service.Work is performed under limited supervision. It involves the application and monitoring of enhanced customer service principles and procedures to day-to-day interactions with internal and external customers during workplace operations.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field I - Customer Service
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: Deliver excellence in customer service
  • Customer service expectations are consistently exceeded
  • Quality, safety, resource and delivery standards are consistently met
  • Airline records are maintained accurately in accordance with airline systems and procedures
       
Element: Monitor and adjust customer service performance
  • Customer service performance standards are monitored and reviewed using a range of systems and techniques
  • Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly and as an accurate reflection of company procedures
  • Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures
  • Negative impact events and factors are promptly identified and actions are taken to minimise effect and prevent recurrence
  • Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards
       
Element: Seek information from customers and staff
  • Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods
  • Devising improved methods for ensuring service excellence is encouraged among customers and colleagues
  • Customer and colleague feedback is acknowledged and followed up as appropriate
       
Element: Develop approaches to enhance customer service
  • Initiatives to enhance the quality of customer service are identified and forwarded to appropriate personnel
  • Reasons for exchanging customer service performance information are communicated clearly with colleagues
  • Participation in the development of new approaches/initiatives to customer service is undertaken
       
Element: Encourage staff to take responsibility for customer service problems
  • Coaching and support is provided to assist colleagues in handling difficult customer situations
  • Responsibility for service delivery and customer satisfaction is assumed
  • Opportunities for improving customer relationships are discussed among the whole team and constructive suggestions are made
  • Appropriate responses are made to colleagues' suggestions in a timely manner
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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

relevant legislation and workplace procedures

other relevant aspects of the range statement

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/or other simulated practical and knowledge assessment, and/or

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 and equipment, and

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 written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant duty of care responsibilities

Relevant OH&S and environmental procedures and regulations

Airline company structure, products, services, policies and procedures

Airline company customer service principles and philosophies

Leadership principles

Workplace procedures relevant to work activities

Customer service, quality and continuous improvement principles, policies and procedures

Feedback and coaching techniques

Resource management (human and financial)

Legal issues that relate to quality service management

Types of operations carried out in the workplace concerned

Sources of information and documentation needed for workplace operations

Required skills:

Communicate effectively with others when monitoring and enhancing customer service excellence, including the use of telephone techniques, public speaking system and other communication devices

Effectively use interpersonal skills

Effectively handle customer queries and complaints

Read and interpret instructions, procedures, information and labels relevant to the provision of customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to the monitoring and enhancing of customer service excellence

Write simple reports and records of inquiries

Work collaboratively with others when monitoring and enhancing customer service excellence

Adapt appropriately to cultural differences in the workplace, including modes of behaviour, communication and interactions with others

Promptly report and/or rectify any identified problems that may arise when monitoring and enhancing customer service excellence, in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when monitoring and enhancing service excellence

Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies and environments

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

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Implement OH&S and security procedures according to relevant regulations

Identify and correctly use equipment required when monitoring and enhancing customer service excellence

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Customer service is provided:

in all areas of both ground operations and service and flight operations. This includes the provision of a range of services and/or the collection, movement, storage and delivery of equipment, goods, materials, passengers and various forms of freight

Workplace activities may be conducted:

by day or night

in any weather conditions

Customers may be:

internal or external

Requirements for work may include:

site restrictions and procedures

relevant domestic and international regulations

security procedures

communications equipment

hours of operation

authorities and permits

use of safety and personal protective equipment

Consultative processes may involve:

existing and potential customers/clients

other employees and supervisors

suppliers

manufacturers

relevant authorities

management

union representatives

OH&S specialists

other maintenance, professional or technical staff

Communications systems may involve:

face-to-face conversation

telephone

fax

email

electronic data transfer of information (EDI)

mail

personal announcement systems (PA)

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

workplace procedures

organisational procedures

established procedures

Documentation/records may include:

workplace procedures and customer service standards

job specifications

operations manuals and instructions

induction documentation

competency standards and training materials

manufacturers specifications, instructions and advice including material safety data sheets

workplace operating procedures and policies

supplier and/or client instructions

relevant Australian and international regulations, codes, standards and certification requirements

OH&S procedures

quality assurance procedures

emergency procedures

customer service manuals

continuous improvement processes

Applicable regulations and legislation may include:

relevant state/territory and international regulations, codes and procedures

relevant Australian and international standards and certification requirements

dangerous goods and hazardous substances codes and regulations

relevant state/territory OH&S legislation

relevant state/territory environmental protection legislation

relevant anti-discrimination legislation

relevant privacy and confidentiality legislation

relevant freedom of information requirements

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer service expectations are consistently exceeded 
Quality, safety, resource and delivery standards are consistently met 
Airline records are maintained accurately in accordance with airline systems and procedures 
Customer service performance standards are monitored and reviewed using a range of systems and techniques 
Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly and as an accurate reflection of company procedures 
Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures 
Negative impact events and factors are promptly identified and actions are taken to minimise effect and prevent recurrence 
Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards 
Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods 
Devising improved methods for ensuring service excellence is encouraged among customers and colleagues 
Customer and colleague feedback is acknowledged and followed up as appropriate 
Initiatives to enhance the quality of customer service are identified and forwarded to appropriate personnel 
Reasons for exchanging customer service performance information are communicated clearly with colleagues 
Participation in the development of new approaches/initiatives to customer service is undertaken 
Coaching and support is provided to assist colleagues in handling difficult customer situations 
Responsibility for service delivery and customer satisfaction is assumed 
Opportunities for improving customer relationships are discussed among the whole team and constructive suggestions are made 
Appropriate responses are made to colleagues' suggestions in a timely manner 

Forms

Assessment Cover Sheet

AVII4015A - Monitor and enhance customer service excellence
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AVII4015A - Monitor and enhance customer service excellence

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: