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

TLII3022A Mapping and Delivery Guide
Provide customer service in rail operations

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency TLII3022A - Provide customer service in rail operations
Description This unit involves the skills and knowledge required to provide customer service in rail operations according to regulatory, legislative and workplace requirements. It includes preparing to provide and providing assisting customers at platforms and/or on a train. Licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application 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.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field
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
  • Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements
  • Personal dress and presentation is maintained in line with organisational requirements
  • Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information
  • Sensitivity to customer specific needs and any cultural and individual differences is maintained
  • Genuine interest in customer needs is displayed
       
Element: Identify customer needs
  • Appropriate questioning and active listening is used to determine customer needs
  • Urgency of customer needs is assessed to identify priorities for service delivery
  • Customers with specific needs and the appropriate customer service are identified
       
Element: Deliver service to customers
  • Prompt customer service is provided to meet identified needs according to organisational requirements
  • Customer communications are conducted in a clear, concise and courteous manner
  • Customer inquiries are dealt with courteously and efficiently
  • Questions are used to clarify customer needs or concerns
  • Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs
  • Customer is directed to other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered
  • Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible
  • Information regarding problems, delays and follow up within appropriate timeframes as necessary is provided
  • Customer inquiries and associated action/s are recorded and/or reported in accordance with workplace procedures as required
       


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 competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:

required knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Assessment must include exercises which demonstrate competent performance of the following in a range of situations:

identifying different categories of customer needs

identifying service and/or operational information commonly requested by customers

identifying other types of inquiries that are likely to be made and appropriate responses.

Context of and specific resources for assessment

Performance is demonstrated consistently over time and in a suitable range of contexts.

Resources for assessment include access to:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

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

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, 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.

This section describes the knowledge and skills required for this unit.

Required knowledge:

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

Relevant documentation/records:

emergency procedures

record book

workplace instructions and procedures for transporting customers with specific needs

Relevant state/territory and commonwealth legislation, regulations and organisational policies, procedures and codes, such as:

anti-discrimination legislation

environmental protection legislation

privacy

WHS/OHS legislation

Service timetables and network information

Required skills:

Adapt to differences in equipment in accordance with standard operating procedures

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

Communicate effectively with others when transporting customers

Interpret and follow operational instructions and prioritise duties according to customer needs

Modify activities depending on operational contingencies, risk situations and environments

Operate electronic communication equipment to required protocol

Read and interpret instructions, procedures, information and signs relevant to transporting customers

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

Information may include:

alternative transport

local area information

network layout

other customer service options

ticketing information

timetables

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 is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements 
Personal dress and presentation is maintained in line with organisational requirements 
Effective communication and interpersonal skills are used to facilitate accurate and relevant exchange of information 
Sensitivity to customer specific needs and any cultural and individual differences is maintained 
Genuine interest in customer needs is displayed 
Appropriate questioning and active listening is used to determine customer needs 
Urgency of customer needs is assessed to identify priorities for service delivery 
Customers with specific needs and the appropriate customer service are identified 
Prompt customer service is provided to meet identified needs according to organisational requirements 
Customer communications are conducted in a clear, concise and courteous manner 
Customer inquiries are dealt with courteously and efficiently 
Questions are used to clarify customer needs or concerns 
Knowledge of services and/or operations is used to answer customer queries or to respond to customer needs 
Customer is directed to other staff and/or assistance from other staff is sought when customer inquiry cannot be fully answered 
Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible 
Information regarding problems, delays and follow up within appropriate timeframes as necessary is provided 
Customer inquiries and associated action/s are recorded and/or reported in accordance with workplace procedures as required 

Forms

Assessment Cover Sheet

TLII3022A - 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

TLII3022A - 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: