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Evidence Guide: AVII3011C - 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

 

AVII3011C - Provide quality customer service

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

Identify and assess the needs and expectations of customers

  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 those 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 those 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 appropriate communication strategies
  3. Customer requests are met whenever possible and within reasonable limits
  4. Customer service is delivered in a manner that is appropriate to customers cultural/religious background
  5. Customer dissatisfaction is promptly recognised and necessary action to resolve the problem is taken
  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 of rapport, and intuitive identification of unstated customer needs, are implemented
  8. Non-verbal communication is used appropriately
Customers are greeted in a polite and friendly manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Trust, goodwill and satisfaction are developed through appropriate 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 that is appropriate to customers cultural/religious background

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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 of rapport, and intuitive identification of unstated customer needs, are implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Non-verbal communication is used appropriately

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 that is appropriate to the customer s cultural background
  2. The nature and details of the customer’s complaints are established and agreed upon
  3. Action to resolve the customer’s complaint to their satisfaction is taken whenever possible and within the level of 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 that is appropriate to the customer s cultural background

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

Provide service to customers with special needs

  1. Customers with special needs are promptly and discreetly identified
  2. Customers are informed of special services and amenities appropriate to their needs
  3. Service is appropriately adjusted according to the needs of the customer
  4. Unaccompanied minors are provided with extra service appropriate to their needs according to company policy
Customers with special needs are promptly and discreetly identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service is appropriately adjusted according to the needs of the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide service to customers with physical disabilities

  1. Customers with physical disabilities are identified and appropriately responded to
  2. Customers are informed of special services and amenities appropriate to their needs
  3. Service is appropriately adjusted according to the physical needs of the customer and may include special services including moving, feeding and toileting
Customers with physical disabilities are identified and appropriately responded to

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

demonstrate the ability to identify, assess and conform to the needs and expectations of customers

demonstrate the ability to deliver a high quality of customer service to customers within the aviation industry

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

demonstrate the ability to identify and provide quality customer service to customers with special needs

demonstrate the ability to identify and provide quality customer service to customers with physical disabilities.

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts within an aviation environment

Resources for assessment include:

a range of exercises, case studies and/or other simulated practical and knowledge assessment that are currently used within the aviation industry

access to an appropriate range of operational situations within the aviation workplace that require customer service skills.

In both real and simulated environments, access is required to:

materials and equipment as used within the aviation industry, and

documentation used in the aviation industry including workplace procedures, regulations, codes of practice and operation manuals.

Method of assessment

Assessment of knowledge must be conducted through written/oral tests.

Practical assessment must occur:

through activities in a simulated aviation environment at the registered training organisation, and/or

in a range of situations within the aviation workplace.

Required Skills and Knowledge

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 work health and safety (WHS)/occupational health and safety (OHS) 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 WHS/OHS standards

Implement WHS/OHS procedures and relevant regulations

Identify and correctly use equipment required when providing customer service

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 WHS/OHS 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