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Evidence Guide: AVII4015 - Monitor and enhance customer service excellence

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

 

AVII4015 - Monitor and enhance customer service excellence

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

Deliver excellence in customer service

  1. Customer service expectations are consistently exceeded
  2. Quality, safety, resource and delivery standards are consistently met
  3. Airline records are maintained accurately in accordance with airline systems and procedures
Customer service expectations are consistently exceeded

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Quality, safety, resource and delivery standards are consistently met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Airline records are maintained accurately in accordance with airline systems and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and adjust customer service performance

  1. Customer service performance standards are monitored and reviewed using a range of systems and techniques
  2. Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly, and as an accurate reflection of company procedures
  3. Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures
  4. Negative impact events and factors are promptly identified and actions are taken to minimise effect and to prevent recurrence
  5. Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards
Customer service performance standards are monitored and reviewed using a range of systems and techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly, and as an accurate reflection of company procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negative impact events and factors are promptly identified and actions are taken to minimise effect and to prevent recurrence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek information from customers and staff

  1. Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods
  2. Customers and colleagues are encouraged to comment on continuous improvement methods implemented, to ensure service excellence
  3. Customer and colleague feedback is acknowledged and followed up as appropriate
Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers and colleagues are encouraged to comment on continuous improvement methods implemented, to ensure service excellence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer and colleague feedback is acknowledged and followed up as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop approaches to enhance customer service

  1. Customer quality service initiatives are identified and forwarded to appropriate personnel
  2. Customer service performance information is communicated clearly with colleagues
  3. Participation in developing new approaches or initiatives to customer service is undertaken
Customer quality service initiatives are identified and forwarded to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer service performance information is communicated clearly with colleagues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participation in developing new approaches or initiatives to customer service is undertaken

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage staff to take responsibility for customer service problems

  1. Coaching and support is provided to assist colleagues in handling difficult customer situations
  2. Responsibility for service delivery and customer satisfaction is taken
  3. Customer service relationship development opportunities are discussed with team members
  4. Appropriate responses are made to team member suggestions in a timely manner
Coaching and support is provided to assist colleagues in handling difficult customer situations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Responsibility for service delivery and customer satisfaction is taken

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer service relationship development opportunities are discussed with team members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate responses are made to team member suggestions in a timely manner

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

Deliver excellence in customer service

1.1

Customer service expectations are consistently exceeded

1.2

Quality, safety, resource and delivery standards are consistently met

1.3

Airline records are maintained accurately in accordance with airline systems and procedures

2

Monitor and adjust customer service performance

2.1

Customer service performance standards are monitored and reviewed using a range of systems and techniques

2.2

Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly, and as an accurate reflection of company procedures

2.3

Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures

2.4

Negative impact events and factors are promptly identified and actions are taken to minimise effect and to prevent recurrence

2.5

Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards

3

Seek information from customers and staff

3.1

Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods

3.2

Customers and colleagues are encouraged to comment on continuous improvement methods implemented, to ensure service excellence

3.3

Customer and colleague feedback is acknowledged and followed up as appropriate

4

Develop approaches to enhance customer service

4.1

Customer quality service initiatives are identified and forwarded to appropriate personnel

4.2

Customer service performance information is communicated clearly with colleagues

4.3

Participation in developing new approaches or initiatives to customer service is undertaken

5

Encourage staff to take responsibility for customer service problems

5.1

Coaching and support is provided to assist colleagues in handling difficult customer situations

5.2

Responsibility for service delivery and customer satisfaction is taken

5.3

Customer service relationship development opportunities are discussed with team members

5.4

Appropriate responses are made to team member suggestions in a timely manner

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

Deliver excellence in customer service

1.1

Customer service expectations are consistently exceeded

1.2

Quality, safety, resource and delivery standards are consistently met

1.3

Airline records are maintained accurately in accordance with airline systems and procedures

2

Monitor and adjust customer service performance

2.1

Customer service performance standards are monitored and reviewed using a range of systems and techniques

2.2

Appropriate adjustments to ensure customer satisfaction is maintained are made decisively and promptly, and as an accurate reflection of company procedures

2.3

Resource requirement changes are organised in advance wherever and whenever possible in accordance with company procedures

2.4

Negative impact events and factors are promptly identified and actions are taken to minimise effect and to prevent recurrence

2.5

Peer coaching and mentoring support is provided to assist colleagues to meet and enhance company customer service standards

3

Seek information from customers and staff

3.1

Regular feedback on service quality is sought and obtained from internal and external customers using a variety of data collection methods

3.2

Customers and colleagues are encouraged to comment on continuous improvement methods implemented, to ensure service excellence

3.3

Customer and colleague feedback is acknowledged and followed up as appropriate

4

Develop approaches to enhance customer service

4.1

Customer quality service initiatives are identified and forwarded to appropriate personnel

4.2

Customer service performance information is communicated clearly with colleagues

4.3

Participation in developing new approaches or initiatives to customer service is undertaken

5

Encourage staff to take responsibility for customer service problems

5.1

Coaching and support is provided to assist colleagues in handling difficult customer situations

5.2

Responsibility for service delivery and customer satisfaction is taken

5.3

Customer service relationship development opportunities are discussed with team members

5.4

Appropriate responses are made to team member suggestions in a timely manner

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:

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

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

handling customer queries and complaints effectively

identifying and correctly using relevant equipment

implementing contingency plans

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

interpreting and following operational instructions and prioritising work

modifying activities depending on operational contingencies and environments

monitoring and anticipating operational problems and hazards and taking appropriate action

monitoring work activities in terms of planned schedule

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

reporting and/or rectifying any 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 interpersonal skills effectively

working collaboratively with others

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

writing simple reports and records of inquiries.

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:

airline company customer service principles and philosophies

airline company structure, products, services, policies and procedures

customer service, quality and continuous improvement principles, policies and procedures

feedback and coaching techniques

leadership principles

legal issues that relate to quality service management

relevant duty of care responsibilities

relevant WHS/OHS and environmental procedures and regulations

resource management (human and financial)

sources of information and documentation needed for workplace operations

types of operations carried out in the workplace concerned

workplace procedures relevant to work activities.

Range Statement

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