AVII3011A
Provide quality customer service

This unit involves the skills and knowledge required to appreciate the importance of the customer and deliver high quality customer service. Licensing, legislative, regulatory or certification requirements are applicable to this unit.

Application

Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements of the Civil Aviation Authority and other relevant regulatory authorities.

Work is performed under some supervision usually within a team environment.

It involves the application of customer service principles and procedures, regulations, safety codes and protocols to the provision of a range of customer services for passengers on commercial aircraft flights across a variety of operational contexts within the Australian aviation industry.


Prerequisites

Not applicable.


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1Identify and assess the needs and expectations of customers

1.1 Different types of customers are accurately identified according to age, personality and cultural background

1.2 Individual customer needs and expectations are correctly identified and products and services appropriate to those needs and expectations are provided

2Deliver high quality service

2.1 Customers are greeted in a polite and friendly manner

2.2 Trust, goodwill and satisfaction are developed through appropriate communication strategies

2.3 Customer requests are met whenever possible and within reasonable limits

2.4 Customer service is delivered in a manner that is appropriate to customer s cultural/religious background

2.5 Customer dissatisfaction is promptly recognised and necessary action to resolve the problem is taken

2.6 Potential problems are anticipated and action is taken to minimise the effect on customer satisfaction

2.7 Opportunities to enhance the delivery of quality customer service are identified and appropriate actions, such as offers of assistance, building of rapport, and intuitive identification of unstated customer needs, are implemented

2.8 Non-verbal communication is used appropriately

3Deal with difficult customer situations

3.1 Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner that is appropriate to the customer s cultural background

3.2 The nature and details of the customer s complaints are established and agreed upon

3.3 Action to resolve the customer s complaint to their satisfaction is taken whenever possible and within the appropriate level of responsibility

3.4 Unresolved customer complaints are referred to a higher authority

3.5 All associated documentation is accurately and legibly completed in accordance with workplace procedures

4Provide service to customers with special needs

4.1 Customers with special needs are promptly and discreetly identified

4.2 Customers are informed of special services and amenities appropriate to their needs

4.3 Service is appropriately adjusted according to the needs of the customer

4.4 Unaccompanied minors are provided with extra service appropriate to their needs according to company policy

5Provide service to customers with physical disabilities

5.1 Customers with physical disabilities are identified and appropriately responded to

5.2 Customers are informed of special services and amenities appropriate to their needs

5.3 Service is appropriately adjusted according to the physical needs of the customer and may include special services including moving, feeding and toileting

Required Skills

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to check-in and customer service procedures

Relevant OH&S regulations

Relevant customs, quarantine, equal opportunity and anti-discrimination regulations

Airline structure, products, services, policies and procedures

Importance of customer service to airline and to individual crew responsibility

Airline standards, principles and philosophies for providing quality customer service to passengers

Needs and expectations of different types of customers, including internal and external customers

Customer service records/documentation

Appropriate service for customers with physical disabilities and special needs

Cabin features and amenities for various types of aircraft

Features, amenities and departure gate locations of terminals at designated airports

Risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions

Problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case

Complaint handling procedures

Required skills:

Communicate effectively with others when providing customer service

Read and interpret instructions, regulations, procedures and other information relevant to customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to customer service and aircraft passengers

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing customer service

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may occur when providing customer service in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when providing customer service

Apply precautions and required action to minimise, control or eliminate hazards that may exist when providing customer service

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies, situations and environments

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

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required when providing customer service

Evidence Required

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 competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

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

Resources for assessment include:

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

access to 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

Assessment of this unit must be undertaken by a registered training organisation

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 at the registered training organisation, and/or

in an appropriate range of situations in the workplace


Range Statement

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

Customer services may be provided:

by day or night

on international, domestic and regional flights or at airports

at a boarding gate, baggage check-in, service desk or valet service check-in

for both short and/or long haul services

in any category of service, including economy, business class, first class

in accordance with enterprise and operational requirements

Customers may include:

internal and external customers

passengers

unaccompanied minors

customers with babies or small children

customers with a range of disabilities, including hearing or sight impairment

customers with special dietary and other needs

non-English speaking customers

customers with a range of cultural and religious backgrounds

elderly customers

Performance may be demonstrated:

in an appropriately simulated workplace situation

at an operational airport

Problems during customer service may include:

no record of the passenger's claimed booking

delayed or cancelled flight

passenger or staff illness

Persons consulted may include:

other cabin crew and flight crew members

ground staff

catering staff

aircraft resourcing staff

technical staff

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documents may include:

sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to passenger check-in processes

airline check-in checklists, procedures and instructions and job specifications including both manual and computerised processes where applicable

workplace customer service standards, policies and procedures

lists of items prohibited for carriage on aircraft

customer service and other operational manuals

emergency procedures

flight passenger schedules

information on terminal facilities, club lounges and departure gates

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:

relevant Civil Aviation Safety Regulations and Civil Aviation Orders

relevant OH&S legislation

environmental protection legislation

equal opportunity and anti-discrimination legislation

dangerous goods and hazardous substances codes and regulations

relevant customs and quarantine regulations

relevant Australian standards

industrial relations and workplace compensation legislation


Sectors

Not applicable.


Competency Field

I - Customer Service


Employability Skills

This unit contains employability skills.


Licensing Information

Not applicable.