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

TLII3022 Mapping and Delivery Guide
Provide customer service in rail operations

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLII3022 - Provide customer service in rail operations
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to provide customer service in rail operations in accordance with legislative, regulatory and workplace requirements.It includes establishing contact with customers, identifying customer needs and delivering service to customers at train station platforms and/or on a train. Work is generally performed without supervision and in a team environment. It involves the provision of service to customers requiring assistance either on or off a train.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 or, where this is not available, in simulated workplace operational situations that replicate rail 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

relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.
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: Establish contact with customers
       
Element: Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements
       
Element: Personal dress and presentation is maintained in accordance with organisational requirements
       
Element: Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information
       
Element: Sensitivity to customer specific needs, and cultural and individual differences is maintained
       
Element: Genuine interest in customer needs is displayed
       
Element: Identify customer needs
       
Element: Appropriate questioning and active listening is used to determine customer needs
       
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
       
Element: Identified service that meets identified customer need is promptly provided in accordance with organisational requirements
       
Element: Customer communications are conducted in a clear, concise and courteous manner
       
Element: Customer inquiries are dealt with courteously and efficiently
       
Element: Questions are used to clarify customer needs or concerns
       
Element: Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
       
Element: Customer is directed to other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered
       
Element: Opportunities to enhance quality of service and products are identified and action is taken to improve service whenever possible
       
Element: Information about problems, delays and follow up is provided within appropriate timeframes as required
       
Element: Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures
       


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 describe the essential outcomes.

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

1

Establish contact with customers

1.1

Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements

1.2

Personal dress and presentation is maintained in accordance with organisational requirements

1.3

Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information

1.4

Sensitivity to customer specific needs, and cultural and individual differences is maintained

1.5

Genuine interest in customer needs is displayed

2

Identify customer needs

2.1

Appropriate questioning and active listening is used to determine customer needs

2.2

Urgency of customer needs is assessed to identify priorities for service delivery

2.3

Appropriate customer service for specific customer need is identified

3

Deliver service to customers

3.1

Identified service that meets identified customer need is promptly provided in accordance with organisational requirements

3.2

Customer communications are conducted in a clear, concise and courteous manner

3.3

Customer inquiries are dealt with courteously and efficiently

3.4

Questions are used to clarify customer needs or concerns

3.5

Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs

3.6

Customer is directed to other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered

3.7

Opportunities to enhance quality of service and products are identified and action is taken to improve service whenever possible

3.8

Information about problems, delays and follow up is provided within appropriate timeframes as required

3.9

Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures

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:

adapting to differences in equipment in accordance with operating procedures

communicating effectively with others

delivering service to customers at train station platforms and/or on a train

establishing contact with customers

identifying customer needs

identifying job hazards and taking required action to minimise, control or eliminate identified hazards

interpreting and following operational instructions and prioritising duties in accordance with customer needs

modifying activities depending on operational contingencies, risk situations and environments

reading and interpreting relevant instructions, procedures, information and signs.

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:

availability and types of alternative service for customers during planned and unplanned events that may affect regular services

emergency procedures and emergency response plans

relevant documentation/records

relevant environmental protection legislation

relevant privacy, antidiscrimination and confidentiality operational procedures

relevant state/territory legislation, regulations and organisational policies, procedures and codes of practice

relevant work health and safety (WHS)/occupational health and safety (OHS) legislation

service timetables and network information commonly requested by customers

types of inquiries that are likely to be made and appropriate responses, in accordance with workplace procedures

workplace instructions and procedures for transporting customers with specific needs.

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 describe the essential outcomes.

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

1

Establish contact with customers

1.1

Customers are acknowledged and greeted in a professional, courteous and concise manner in accordance with organisational requirements

1.2

Personal dress and presentation is maintained in accordance with organisational requirements

1.3

Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information

1.4

Sensitivity to customer specific needs, and cultural and individual differences is maintained

1.5

Genuine interest in customer needs is displayed

2

Identify customer needs

2.1

Appropriate questioning and active listening is used to determine customer needs

2.2

Urgency of customer needs is assessed to identify priorities for service delivery

2.3

Appropriate customer service for specific customer need is identified

3

Deliver service to customers

3.1

Identified service that meets identified customer need is promptly provided in accordance with organisational requirements

3.2

Customer communications are conducted in a clear, concise and courteous manner

3.3

Customer inquiries are dealt with courteously and efficiently

3.4

Questions are used to clarify customer needs or concerns

3.5

Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs

3.6

Customer is directed to other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered

3.7

Opportunities to enhance quality of service and products are identified and action is taken to improve service whenever possible

3.8

Information about problems, delays and follow up is provided within appropriate timeframes as required

3.9

Customer inquiries and associated action/s are recorded and/or reported as required in accordance with workplace procedures

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
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

Forms

Assessment Cover Sheet

TLII3022 - Provide customer service in rail operations
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

TLII3022 - Provide customer service in rail operations

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: