Customer service will be carried out in accordance with tourism and transport industries codes of practice and/or company procedures.

Work will be undertaken with limited or minimum supervision, with accountability and responsibility for self and others in achieving the prescribed outcomes.

Customer service involves the application of routine service principles and procedures to fulfil the information, comfort and other needs of both local and overseas tourism customers travelling in transport vehicles/vessels.

ELEMENT

PERFORMANCE CRITERIA

1Monitor and address passenger needs

1.1 Circumstances affecting passengers' needs and comfort are monitored and action taken in accordance with company procedures

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

1.3 Passengers are advised on the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, where relevant

1.4 Risks to passenger safety are identified and appropriate action initiated to minimise the risk

1.5 Passengers are suitably advised of any safety risk and the action being taken

1.6 Tact, courtesy, friendliness and patience are demonstrated 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 company procedures

2Prepare and deliver commentaries

2.1 Comprehensive briefings are delivered clearly and precisely

2.2 Commentary presentations are well researched and delivered clearly and at precise timings

2.3 Additional information is provided in response to questions

2.4 Audiovisual equipment is correctly and safely operated, where installed

3Implement conflict resolution strategies

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

3.2 Conflicts which are unable to be resolved are referred to a higher authority

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

4Communicate with suppliers

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

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

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

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

Relevant OH&S and environmental procedures and regulations

Company customer service policies and procedures

Relevant tourism products, services and/or operations

Route information

Local knowledge of features, history, landmarks and other items of interest to tourist passengers

Special needs of persons with disabilities

Special needs of different community sectors/cultures

Procedures for the use of audiovisual equipment

Procedures for the use of communications equipment

Procedures for the handling of customer questions, complaints and conflicts

Required skills:

Communicate effectively with others when providing customer service in transport vessels and vehicles

Interact effectively with passengers

Read and interpret instructions, procedures, information and signs relevant to the provision of customer service in transport vessels and vehicles

Interpret and follow operational instructions and prioritise work

Complete documentation related to the provision of customer service in transport vessels and vehicles

Operate electronic communication equipment to required protocol

Conduct presentations to tourist passengers

Provide leadership in the provision of customer service to tourism passengers

Work collaboratively with others when providing customer service in transport vessels and vehicles

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 arise when providing customer service in transport vessels and vehicles in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may arise when providing customer service in transport vessels and vehicles

Apply precautions and required action to minimise, control or eliminate hazards that may exist during the provision of customer service in transport vessels and vehicles

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

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

Operate and adapt to differences in equipment in accordance with standard operating procedures

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

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

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

Type of vehicle/vessel may include:

all transport vehicles/vessels providing services to local and overseas customers that may involve commentaries, answers to questions, and resolution of problems and conflict situations, including coaches, buses, taxis, hire cars, trams, trains, and tourism vessels and ferries on both short or long journeys/voyages, as required

Equipment may include:

public address audio

video players and videotapes

audiotape/CD players and tapes/CDs

interactive computer/video equipment

Information/documents may include:

tourism industry codes of practice or recommended procedures

company instructions and customer service procedures

tourism information including pamphlets, brochures and booklets

video and audio cassettes and CDs

Applicable procedures and codes may include:

relevant state/territory regulations concerning tourism and transport operations as they relate to customer service and safety in tourism vehicles/vessels

relevant state/territory OH&S legislation

This unit contains employability skills.