Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII0004 Mapping and Delivery Guide
Provide assistance to customers
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | TLII0004 - Provide assistance to customers | |
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Description | ||||
Employability Skills | ||||
Learning Outcomes and Application | This unit involves the skills and knowledge required to assist customers in accordance with legislative and regulatory requirements.It includes establishing contact with customers, identifying customer needs and providing appropriate support to customers during their journey.Work is performed with limited or minimum supervision. It involves providing assistance to customers requiring assistance during their journey.No licensing, legislative or certification requirements apply to this unit at the time of publication. | |||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
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Prerequisites/co-requisites | ||||
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Establish contact with customers |
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Element: Personal dress and presentation are maintained in accordance with organisational requirements | ||||||||
Element: Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used | ||||||||
Element: Sensitivity to customer specific needs, and cultural and individual differences is maintained | ||||||||
Element: Identify customer needs |
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Element: Urgency of customer needs is assessed to identify priorities for service delivery | ||||||||
Element: Appropriate customer service for specific customer need is identified | ||||||||
Element: Deliver service to customers |
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Element: Customer communications and inquiries are conducted in a clear, concise and courteous manner | ||||||||
Element: Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs | ||||||||
Element: Customer is directed to, or assistance from other staff is sought, when a customer inquiry cannot be fully answered | ||||||||
Element: Opportunities to enhance quality of service and products are identified and actions are taken to improve service whenever possible | ||||||||
Element: Information about problems and delays is provided and follow up is made within appropriate timeframes as required | ||||||||
Element: Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures | ||||||||
Element: Prepare for passengers with specific needs |
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Element: Hazards are identified, risks are assessed and risk control measures are implemented | ||||||||
Element: Actions to assist customers with specific needs/disabilities are identified in accordance with workplace procedures and/or requirements | ||||||||
Element: Provide assistance to customers with specific needs |
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Element: Customers with assistance dogs are observed and assisted as required | ||||||||
Element: Customers with other specific needs are observed and assisted as required | ||||||||
Element: Customers are assisted in a courteous manner, sensitive to their needs | ||||||||
Element: Ongoing support and/or vigilance is provided to customers with specific needs to maximise their travelling safety and comfort | ||||||||
Element: Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations | ||||||||
Element: Communicate regarding customers with specific needs |
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Element: Relevant personnel are informed about the presence of customers with specific needs as required |