Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLII3009 Mapping and Delivery Guide
Provide on-board services to customers
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | TLII3009 - Provide on-board services to customers | |
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Description | ||||
Employability Skills | ||||
Learning Outcomes and Application | This unit involves the skills and knowledge required to provide on-board services to customers on transport vehicles/vessels.It includes establishing effective communication with customers, identifying and assessing the needs and expectations of different customers, and providing for identified customer requirements in accordance with organisational procedures.Work is performed individually, and guidance or advice is available where necessary.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 effective communication with customers | ||||||||
Element: All customers are greeted in a polite and friendly manner, and formal and informal communication styles are applied as appropriate | ||||||||
Element: All communications with customers are conducted in a manner which is consistent with organisational policy | ||||||||
Element: Identify and assess the needs and expectations of different customers | ||||||||
Element: Individual customer needs and expectations are identified so appropriate products and services may be provided | ||||||||
Element: Customers with specific needs are identified and appropriate attention is given to ensure requirements are satisfied | ||||||||
Element: Hazards are identified, risks are assessed and control measures are implemented | ||||||||
Element: Limitations to service provision are identified and communicated to customers and customer understanding is confirmed | ||||||||
Element: Provide identified customer requirement | ||||||||
Element: Needs and reasonable requests of customers are met in a consistent and timely manner | ||||||||
Element: Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore goodwill | ||||||||
Element: Anticipated problems are correctly identified and monitored and action is taken to minimise their effects on customer satisfaction | ||||||||
Element: Opportunities to enhance service quality are taken when appropriate | ||||||||
Element: Information about anticipated and unanticipated problems and delays is promptly communicated to customers | ||||||||
Element: Anticipated problems are identified, monitored and actions taken to minimise their effects on customer satisfaction |