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Evidence Guide: TLII0002 - Provide freight forwarding information and 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

 

TLII0002 - Provide freight forwarding information and customer service

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

Deal with customer freight forwarding inquiries

  1. Customer inquiries are dealt with courteously and efficiently
  2. Questions are used to clarify customer requirements, needs or concerns
  3. Information is accurately conveyed to customer and customer understanding is confirmed
  4. Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures
  5. Follow-up actions are undertaken in accordance with workplace procedures
Customer inquiries are dealt with courteously and efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Questions are used to clarify customer requirements, needs or concerns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is accurately conveyed to customer and customer understanding is confirmed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow-up actions are undertaken in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain of freight forwarding process

  1. Freight forwarding chain of operations is explained to customers
  2. Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures
  3. Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance
  4. Documentation concerning service provision is forwarded to customer in accordance with workplace procedures
Freight forwarding chain of operations is explained to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation concerning service provision is forwarded to customer 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

Deal with customer freight forwarding inquiries

1.1

Customer inquiries are dealt with courteously and efficiently

1.2

Questions are used to clarify customer requirements, needs or concerns

1.3

Information is accurately conveyed to customer and customer understanding is confirmed

1.4

Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures

1.5

Follow-up actions are undertaken in accordance with workplace procedures

2

Explain of freight forwarding process

2.1

Freight forwarding chain of operations is explained to customers

2.2

Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures

2.3

Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance

2.4

Documentation concerning service provision is forwarded to customer 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

Deal with customer freight forwarding inquiries

1.1

Customer inquiries are dealt with courteously and efficiently

1.2

Questions are used to clarify customer requirements, needs or concerns

1.3

Information is accurately conveyed to customer and customer understanding is confirmed

1.4

Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures

1.5

Follow-up actions are undertaken in accordance with workplace procedures

2

Explain of freight forwarding process

2.1

Freight forwarding chain of operations is explained to customers

2.2

Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures

2.3

Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance

2.4

Documentation concerning service provision is forwarded to customer 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 and performance criteria on at least one occasion and include:

advising on procedures and protocols for forwarding various cargo to different destinations

advising on relevant regulations and required documentation

applying relevant codes of practice and legislative requirements including local and international freight

communicating effectively with others when providing freight forwarding services to customers

creating documentation related to providing freight forwarding services to customers

interpreting and following operational instructions and prioritising work

modelling excellence in providing freight forwarding information and customer service

modifying activities depending on operational contingencies, risk situations and environments

monitoring work activities in terms of planned schedule

overseeing a team providing freight forwarding information and customer service

providing information to customers on freight forwarding operations

reading and interpreting relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures

responding appropriately to cultural differences in the workplace

retaining records and documentation

working collaboratively with others when providing freight forwarding services to customers

working systematically with required attention to detail.

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:

Australian and international standards, criteria and certification requirements

customer information including:

documentation

freight charges

general freight forwarding requirements

legislative requirements

customer service policies and procedures

oral, aural or signed communications, manufacturer/client specifications, supplier and/or client instructions

parameters of freight forwarding services relevant to customer requirements including:

fiduciary and legal responsibilities

freight forwarding procedures

insurance requirements

payment requirements and procedures

relevant legislative requirements

required import and export documentation

service costs

types of transport modes

various consignment methods

relevant codes of practice and legislative requirements including local and international freight regulations including:

regulations and codes of practice for international and domestic freight transport

Australian and international standards and certification requirements

requirements for work including:

authorities and permits

freight forwarding protocols

hours of operation

relevant regulations

workplace operations

sources of relevant information and documentation

typical problems that can occur when providing freight forwarding services to customers and related appropriate action that can be taken to prevent or solve these problems

workplace procedures, policies and protocols for providing freight forwarding services to customers.

Range Statement

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

Non-essential conditions can be found in the Companion Volume Implementation Guide.