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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Establish effective communication with customers

1.1

All customers are greeted in a polite and friendly manner, and formal and informal communication styles are applied as appropriate

1.2

All communications with customers are conducted in a manner which is consistent with organisational policy

2

Identify and assess the needs and expectations of different customers

2.1

Individual customer needs and expectations are identified so appropriate products and services may be provided

2.2

Customers with specific needs are identified and appropriate attention is given to ensure requirements are satisfied

2.3

Hazards are identified, risks are assessed and control measures are implemented

2.4

Limitations to service provision are identified and communicated to customers and customer understanding is confirmed

3

Provide identified customer requirement

3.1

Needs and reasonable requests of customers are met in a consistent and timely manner

3.2

Customer dissatisfaction is promptly recognised and appropriate steps are taken to restore goodwill

3.3

Anticipated problems are identified, monitored and actions taken to minimise their effects on customer satisfaction

3.4

Opportunities to enhance service quality are taken when appropriate

3.5

Information about anticipated and unanticipated problems and delays is promptly communicated to customers

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:

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

completing transactions and revenue protection activities

handling and resolving conflict and grievance situations

interpreting and following operational instructions and prioritising work

modifying activities depending on operational contingencies, risk situations and environments

monitoring work activities in terms of planned schedule

operating and adapting to differences in equipment in accordance with operating procedures

operating electronic communications equipment to required protocol

reading and interpreting relevant instructions, procedures, information and signs

working collaboratively with others

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

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:

concessional privileges

customer service requirements

details of on-board services provided to customers

fare structures

organisational policies and procedures

organisation’s transport services

procedures for using communications equipment

relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental protection procedures and guidelines

relevant state/territory regulations and requirements pertaining to revenue protection

services for customers who have a disability

timetables

typical problems that can occur when providing on-board services to customers and related appropriate action that can be taken to prevent or solve these problems.

Assessors must hold credentials specified within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must satisfy the Principles of Assessment and Rules of Evidence and all regulatory requirements included within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate 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 must include:

a range of relevant exercises, case studies and/or simulations

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

applicable documentation, including workplace procedures, regulations, codes of practice and operation manuals.

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the TLI Transport and Logistics Training Package Companion Volume Implementation Guide.

Rail sector.

I – Customer Service