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Evidence Guide: AVII0002 - Provide quality customer service

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVII0002 - Provide quality customer service

What evidence can you provide to prove your understanding of each of the following citeria?

Identify and assess customer needs and expectations

  1. Different types of customers are accurately identified according to age, personality and cultural background
  2. Individual customer needs and expectations are correctly identified, and products and services appropriate to identified needs and expectations are provided
Different types of customers are accurately identified according to age, personality and cultural background

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver high quality service

  1. Customers are greeted in a polite and friendly manner
  2. Trust, goodwill and satisfaction are developed through effective communication strategies
  3. Customer requests are met whenever possible and within reasonable limits
  4. Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds
  5. Customer dissatisfaction is recognised and appropriate action is taken to resolve the problem
  6. Potential problems are anticipated and action is taken to minimise the effect on customer satisfaction
  7. Opportunities to enhance the delivery of quality customer service are identified and actions, such as offers of assistance, building rapport, and intuitive identification of unstated customer needs, are implemented
  8. Appropriate non-verbal communication is used to deliver quality service outcomes
Customers are greeted in a polite and friendly manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Trust, goodwill and satisfaction are developed through effective communication strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requests are met whenever possible and within reasonable limits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer dissatisfaction is recognised and appropriate action is taken to resolve the problem

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate non-verbal communication is used to deliver quality service outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with difficult customer situations

  1. Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner appropriate to the customer’s cultural background
  2. Nature and details of customer complaints are established and agreed on
  3. Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own responsibility
  4. Unresolved customer complaints are referred to a higher authority
  5. All associated documentation is accurately and legibly completed in accordance with workplace procedures
Customer complaints are handled sensitively, courteously and discretely in accordance with workplace procedures and in a manner appropriate to the customer’s cultural background

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Nature and details of customer complaints are established and agreed on

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own responsibility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Unresolved customer complaints are referred to a higher authority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Identify and assess customer needs and expectations

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 identified needs and expectations are provided

2

Deliver high quality service

2.1

Customers are greeted in a polite and friendly manner

2.2

Trust, goodwill and satisfaction are developed through effective communication strategies

2.3

Customer requests are met whenever possible and within reasonable limits

2.4

Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds

2.5

Customer dissatisfaction is recognised and appropriate action is taken to resolve the problem

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 actions, such as offers of assistance, building rapport, and intuitive identification of unstated customer needs, are implemented

2.8

Appropriate non-verbal communication is used to deliver quality service outcomes

3

Deal with difficult customer situations

3.1

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

3.2

Nature and details of customer complaints are established and agreed on

3.3

Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own 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

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Identify and assess customer needs and expectations

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 identified needs and expectations are provided

2

Deliver high quality service

2.1

Customers are greeted in a polite and friendly manner

2.2

Trust, goodwill and satisfaction are developed through effective communication strategies

2.3

Customer requests are met whenever possible and within reasonable limits

2.4

Customer service is delivered in a manner appropriate to customer cultural and/or religious backgrounds

2.5

Customer dissatisfaction is recognised and appropriate action is taken to resolve the problem

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 actions, such as offers of assistance, building rapport, and intuitive identification of unstated customer needs, are implemented

2.8

Appropriate non-verbal communication is used to deliver quality service outcomes

3

Deal with difficult customer situations

3.1

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

3.2

Nature and details of customer complaints are established and agreed on

3.3

Action to resolve customer complaint to customer’s satisfaction is taken whenever possible and within level of own 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

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

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

communicating effectively with others

completing relevant documentation

identifying and correctly using relevant equipment

implementing contingency plans

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

interpreting and following operational instructions and prioritising work

modifying activities depending on workplace contingencies, situations and environments

monitoring and anticipating operational problems and hazards and taking appropriate action

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures

responding appropriately to cultural differences in the workplace

selecting and using required personal protective equipment conforming to industry and WHS/OHS standards

using the correct techniques to resolve customer complaints in accordance with workplace procedures

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, performance criteria and range of conditions and include knowledge of:

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

airline structure, products, services, policies and procedures

cabin features and amenities for various types of aircraft

complaint handling procedures

customer service records/documentation

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

importance of customer service to airline and to individual crew responsibility

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

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

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

relevant WHS/OHS regulations

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

Range Statement

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

Customers must include one or more of the following:

customers with a range of cultural and religious backgrounds

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

customers with babies or small children

customers with specific dietary and other needs

elderly customers

internal and external customers

non-English speaking customers

passengers

unaccompanied minors