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

TLII3003 Mapping and Delivery Guide
Provide customer service in transport vehicles/vessels

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLII3003 - Provide customer service in transport vehicles/vessels
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to provide customer service for local and overseas passengers in transport vehicles/vessels, in accordance with tourism and transport industry codes of practice and/or workplace procedures. It includes monitoring and addressing passenger needs, preparing and delivering commentaries, resolving problems and conflicts involving customers, and liaising with suppliers of tourism products to ensure appropriate materials and services are obtained and made available to service customer needs.Work will be undertaken with limited supervision, and with duty of care responsibility for self and others in achieving the prescribed outcomes.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.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.
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
Elements of Competency Performance Criteria              
Element: Monitor and address passenger needs
  • Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures
  • Needs of all types of passengers are acknowledged and appropriate assistance is provided
  • Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required
  • Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk
  • Passengers are suitably advised about any safety risk and action being taken
  • Tact, courtesy, friendliness and patience are used at all times when dealing with passengers
  • Passenger inquiries and requests are received and resolved with minimal delays
  • Passenger inquires and associated action are recorded and reported in accordance with workplace procedures
       
Element: Prepare and deliver commentaries
  • Comprehensive briefings are delivered clearly and precisely
  • Commentary presentations are wellresearched and delivered clearly and at precise timings
  • Additional information is provided in response to questions
  • Audio visual equipment is correctly and safely operated, as required
       
Element: Implement conflict resolution strategies
  • Conflict and difficult situations are recognised and fair solutions are negotiated equitably
  • Conflicts unable to be resolved are referred to a higher authority
  • Opportunities to enhance service quality are taken, particularly in conflict situations
       
Element: Communicate with suppliers
  • Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs
  • Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Monitor and address passenger needs

1.1

Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures

1.2

Needs of all types of passengers are acknowledged and appropriate assistance is provided

1.3

Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required

1.4

Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk

1.5

Passengers are suitably advised about any safety risk and action being taken

1.6

Tact, courtesy, friendliness and patience are used at all times when dealing with passengers

1.7

Passenger inquiries and requests are received and resolved with minimal delays

1.8

Passenger inquires and associated action are recorded and reported in accordance with workplace procedures

2

Prepare and deliver commentaries

2.1

Comprehensive briefings are delivered clearly and precisely

2.2

Commentary presentations are wellresearched and delivered clearly and at precise timings

2.3

Additional information is provided in response to questions

2.4

Audio visual equipment is correctly and safely operated, as required

3

Implement conflict resolution strategies

3.1

Conflict and difficult situations are recognised and fair solutions are negotiated equitably

3.2

Conflicts unable to be resolved are referred to a higher authority

3.3

Opportunities to enhance service quality are taken, particularly in conflict situations

4

Communicate with suppliers

4.1

Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs

4.2

Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel

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:

applying precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

conducting presentations to tourist passengers

interacting effectively with passengers

interpreting and following operational instructions and prioritising work

modifying activities depending on operational contingencies, risk situations and environments

operating and adapting to differences in equipment in accordance with workplace procedures

reading and interpreting relevant instructions, procedures, information and signs

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

responding appropriately to cultural differences

working collaboratively with others

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

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:

customer service policies and workplace procedures

procedures for handling customer questions, complaints and conflicts

procedures for using audiovisual equipment

procedures for using communications equipment

relevant state/territory regulations and industry codes of practice for tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels

relevant tourism products, services and/or operations

relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental procedures and regulations

route information

specific needs of different community sectors/cultures

specific needs of persons with disabilities.

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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Monitor and address passenger needs

1.1

Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures

1.2

Needs of all types of passengers are acknowledged and appropriate assistance is provided

1.3

Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required

1.4

Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk

1.5

Passengers are suitably advised about any safety risk and action being taken

1.6

Tact, courtesy, friendliness and patience are used at all times when dealing with passengers

1.7

Passenger inquiries and requests are received and resolved with minimal delays

1.8

Passenger inquires and associated action are recorded and reported in accordance with workplace procedures

2

Prepare and deliver commentaries

2.1

Comprehensive briefings are delivered clearly and precisely

2.2

Commentary presentations are wellresearched and delivered clearly and at precise timings

2.3

Additional information is provided in response to questions

2.4

Audio visual equipment is correctly and safely operated, as required

3

Implement conflict resolution strategies

3.1

Conflict and difficult situations are recognised and fair solutions are negotiated equitably

3.2

Conflicts unable to be resolved are referred to a higher authority

3.3

Opportunities to enhance service quality are taken, particularly in conflict situations

4

Communicate with suppliers

4.1

Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs

4.2

Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel

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.

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
Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures 
Needs of all types of passengers are acknowledged and appropriate assistance is provided 
Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required 
Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk 
Passengers are suitably advised about any safety risk and action being taken 
Tact, courtesy, friendliness and patience are used at all times when dealing with passengers 
Passenger inquiries and requests are received and resolved with minimal delays 
Passenger inquires and associated action are recorded and reported in accordance with workplace procedures 
Comprehensive briefings are delivered clearly and precisely 
Commentary presentations are wellresearched and delivered clearly and at precise timings 
Additional information is provided in response to questions 
Audio visual equipment is correctly and safely operated, as required 
Conflict and difficult situations are recognised and fair solutions are negotiated equitably 
Conflicts unable to be resolved are referred to a higher authority 
Opportunities to enhance service quality are taken, particularly in conflict situations 
Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs 
Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel 

Forms

Assessment Cover Sheet

TLII3003 - Provide customer service in transport vehicles/vessels
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

TLII3003 - Provide customer service in transport vehicles/vessels

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: